Unreasonable Hospitality
by Will Guidara
How a New York restaurant became the best in the world by treating hospitality as the product: unreasonable, specific generosity delivered by a team that was trusted to improvise. Guidara's stories are memorable and his systems, from 'dreamweavers' to pre-meal meetings, apply to any business that touches customers. Occasionally self-congratulatory.
Read it if…
you run or work in any customer-facing business and want to compete on something other than price.
Skip it if…
you want personal development; this is about organizations and service.
Three things you will actually use
- Be specific and personal; generic generosity is invisible.
- Give the team permission and budget to improvise kindness.
- Make the small moments, not just the main product, excellent.
Do this first
Pick one customer this week and do one unnecessary, memorable thing for them.
Our verdict
Warm, energizing and useful for anyone who serves customers.
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