Unreasonable Hospitality: Transforming Business with Personalized Service | Ep. 003

Welcome to a brand-new episode of The Good, The Bad, and the Foodservice Industry, where we explore the intricacies and tales from the heart of the foodservice world. 

We're bringing you a thought-provoking discussion on-site from the MAFSI 2024 conference around "Unreasonable Hospitality," a book written by Will Guidara, the former general manager of the renowned Eleven Madison Park in New York City. The book is structured as a series of powerful reflections, aiming to inspire businesses and individuals alike to elevate their approach to hospitality. Through his unique lens, Guidara argues that the essence of a memorable dining experience extends far beyond the food itself—it's about the warmth and care that guests receive, creating lasting memories.

Whether you're a restaurant owner, rep, or manufacturer, Unreasonable Hospitality offers valuable lessons on creating memorable experiences that can distinguish your business and enrich your personal life. 

Chapters

• 0:00 Cold Open
• 0:30 Start of Show
• 1:04 Introducing Unreasonable Hospitality by Will Guidara
• 3:02 Customer Service and Personalized Emails
• 6:02 Charlie Trotter's — Service above and beyond expectation
• 11:59 Human desire to be serviced
• 13:36 Extreme ownership and taking responsibility
• 14:49 Memorable experiences — the fine dining hot dog
• 17:31 Teaching the next generations
• 18:26 Impactful experience through customer touch points
• 20:42 Errors as opportunity for unreasonable hospitality
• 21:30 Bringing a client to see the cherry blossoms bloom
• 22:47 Audience Participation
• 23:02 Unforgettable concierge — Rob Vass, Permul Ltd.
• 25:33 Emailing end-users as manufacturer — Lori Barger, EmberGlo
• 26:44 Eleven Madison Park's attention to detail — tabletop branding
• 27:24 Being Personable — Peyton Smith, One Source Reps
• 28:32 Love, Forgiveness, and Gratitude
• 29:41 Lifting Someone Up — Chris Little, CLV Marketing
• 30:40 Unique Use of Logo — Leaving an Impression
• 31:30 Going above and beyond — Clint Reed, Wellbilt
• 32:40 Summarizing Unreasonable Hospitality
• 33:53 EoS