“Will thinks about service as an act of service – about how his actions make people feel.” – Simon Sinek
When someone mentions hospitality, do you automatically think of restaurants or hotels? Or, maybe some other setting that lends itself to a service-oriented experience? Seriously, what do you think of when you hear the word hospitality? Imagine for a moment that you also thought of hospitality when you thought about your doctor or your boss or even the DMV. It would change the way you approach any situation if you thought that the people you were going to interact with considered hospitality part of their job.
In his new book, Unreasonable Hospitality: The Remarkable Power of Giving People More than They Expect, Will Guidara shares ideas and concepts that have been tried in the real-world settings of some of the best restaurants in the U.S. and the world – restaurants like Eleven Madison Park and NoMad. These restaurants have won numerous awards and Michelin stars. Yet, the ideas presented in this book should be a part of every business…especially as we have entered this modern service economy.
Readers need not worry that this is a book that only describes how bartenders and waitstaff can make their guests happy. This is a book that describes principles for delivering happiness through exceptional service. Consider chapter four: Enlightened Hospitality. Guidara presents three concepts that can (and should) be used in every business. First, Go Above and Beyond. In any situation, look for that small nonessential add-on or gesture that makes the customer feel your generosity. Second, Enthusiasm is Contagious. As Guidara states, Let your energy impact the people you’re talking to, as opposed to the other way around. Finally, Language Creates Culture. The things we say…the words we use have an impact. As leaders we must watch what we say and look for the opportunity to create memorable phrases that can be used to reinforce our culture.
There is so much more in this book that can change the way your customers, and your employees, experience your company or organization. We have the option of creating an atmosphere that encourages all stakeholders. It may very well be the difference between short-term and long-term success.
“Serve only what you want to serve, and you’re showing off. Serve only what you think other people want, and you’re pandering. Serve what you genuinely want to receive, and there will be authenticity to the experience.” – Will Guidara