Unreasonable Hospitality Book Summary - Unreasonable Hospitality Book explained in key points
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Unreasonable Hospitality summary

Will Guidara

The Remarkable Power of Giving People More Than They Expect

4.4 (235 ratings)
16 mins
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    Unreasonable Hospitality
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    Unreasonable hospitality and its effects on your business

    Unreasonable. This word has long screamed negativity, whether it’s your kid insisting on buying an expensive toy, a coworker who doesn’t compromise for the good of the project, or your mom refusing to listen to your sentiments. But what if you learn that being unreasonable could actually be a good thing?

    In the service industry, hospitality is all about making people feel cared for, but when you add "unreasonable" to the mix, it takes things to a whole new level. Unreasonable hospitality is all about providing your customers with a unique, tailor-made service that makes them feel not just cared for but like real VIPs.

    It’s not just about meeting expectations, it’s about exceeding them. And this act of going above and beyond creates an unforgettable encounter that’ll linger in people’s memories long after the experience is over.

    Think about it. When you dine in a Michelin three-star restaurant, what stands out to you the most? Is it the dishes you can’t even pronounce or the fancy table-side food preparation? No, more likely it’s actually the smallest details that made you feel special. It’s the server who got you an off-menu dessert because he saw you were a little down in the dumps or the maître d'hôtel who went out of their way to retrieve the shopping bag you forgot at a nearby store. Those are the moments that stick with you, and they define exactly the nature of unreasonable hospitality.

    You can create this kind of moment in any service-based business, from retail to health care. All you need to do is look for opportunities where you can give your customers more than they initially came for.

    Once you’ve integrated unreasonable hospitality into your business, you can expect to reap a whole range of rewards. It can help you build a loyal customer base that will sing your praises to anyone who’ll listen. These happy customers will keep coming back to you and even bring their network along, ultimately making your bottom line skyrocket.

    So dare to be unreasonable when it comes to hospitality because it’s an investment that can pay off in a big way. Now the question is, how do you become unreasonably hospitable?

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    What is Unreasonable Hospitality about?

    Unreasonable Hospitality (2022) illustrates how surpassing expectations can take your service-based business to the next level. Through a collection of anecdotes and firsthand experiences, it imparts valuable insights into customer service, as well as employee management.

    Who should read Unreasonable Hospitality?

    • Hospitality professionals
    • Anyone in the service industry
    • Business owners and leaders

    About the Author

    Will Guidara is a restaurateur who formerly co-owned New York City–based restaurants Eleven Madison Park and NoMad. He’s also an author and speaker, and together with Swiss chef Daniel Humm, received the 2016 Food Innovator Award from Wall Street Journal Magazine.

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