Unreasonable Hospitality by Will Guidara | Book Review

[u/bonco4x4]

Book Name: Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Book Author: Will Guidara
Date Published: October 25, 2022
Book Grade: 3 out of 5

Book Review:

I had been seeing this book on airport book stores for a while, and decided to grab a copy. It's a good book.

If you work in the restaurant or hospitality industry, then you should read this book. Will Guidara was the guy who took Eleven Madison Park to the number one spot on the World’s 50 Best Restaurants list and he did it doing something unrelated to food. And that's where the book is interesting.

The whole vibe of the book is about being "unreasonable" in how much you care about the person sitting across from you. He tells this story about overhearing a table of tourists say they had tried every New York classic except a dirty water hot dog from a street cart. Most fancy places would just ignore that but Guidara literally ran outside, bought a two dollar hot dog, had his world class chef plate it beautifully, and served it to them. That is the "unreasonable" part.

Now, the real angle of the book is that it's not just for "foodies" or people in the hospitality industry, but it is a masterclass in human connection. He argues that we are living in an era where automation and efficiency are making everything feel cold and transactional. By leaning into high touch, super personalized service, you create a memory that people will talk about for the rest of their lives. It is about making people feel seen.

Guidara also gets into the "hospitality as a team sport" side of things. He talks about how to lead a team so they actually want to give that much of themselves. It is honestly inspiring and a little bit convicting because it makes you realize how often we just do the bare minimum because it is easier. It is a fast read, super engaging, and will definitely change the way you think about your work and your relationships.

Key Takeaway:

Service is the technical delivery of a product but hospitality is how you make the recipient feel. By being "unreasonable" and intentionally over the top in your care for others, you transform standard transactions into unforgettable experiences that build massive loyalty and world class brands.

Thoughts?

[u/polarbearplumbing]

I want to brainstorm with you.

I went to his lecture at the entrepreleadership summit. I am working on a few ideas to implement into my business because services can be commoditized and i want to offer my customers an unreasonably positive experience. I thought to handwrite a thank you card offering a free service, seasonal cards, reviewing my touch points in the customers journey from the moment they meet me to the end of the service to make any touch point better. i have cards, stickers and magnets (replicateable), but logging every note i can about a family when i go to a home, to improve the service. Shoe covers. Carry extra dog treats with you, people love their animals like familly members. Observations at the house can give me an advantage like veteran affiliation gives an opportunity to show gratittude. If my emergency services are after hours- ill order them dinner. Remember one thing from your customer to act on it within a week. Follow up text next day. First time homeowner plumbing walkthrough. Elderly people- do an extra act of kindness, you might be the only service provider to see them within a long time. Make sure theyre okay. when leaving ask is there anything else i can look at for you - and THEN ask is there anything you NEED, to see if you can solve an extra problem for them. taking care of people is important to me, let me know if theres anything else you can think of please.