Will Guidara – Unreasonable Hospitality (EP.492)
episode
Capital Allocators – Inside the Institutional Investment Industry
1h 2m
1 speaker
8 chapters
transcribed 1 month ago
Transcript
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Transcript generated automatically by AI and may contain errors.
What is “unreasonable hospitality” and why does it matter?
So many companies, regardless of how successful they are, reserve their best efforts only to invest in the thing that they sell. Don't invest that same amount of energy into how they make people feel, which to me feels counterintuitive. These companies, they are unreasonable in pursuit of bringing the most fully realized version of the product or service to life. They are relentless. They're willing to do whatever it takes to make that thing as close to perfect as possible. Unreasonable hospitality is just willing to do the same when it comes to people. If it is the stickiest thing you can do in giving people a lasting impression of you, then why not give all of yourself to doing it well?
I'm Ted Sidies, and this is Capital Allocators. My guest on today's show is Will Gadera, the author of Unreasonable Hospitality and the soon-to-release Unreasonable Hospitality The Field Guide. Unreasonable Hospitality has become a New York Times bestseller and a business bible for elevating customer experiences. Will was co-owner of Eleven Madison Park alongside Danny Meyer when the restaurant ascended to number one in the world, the co-producer of Emmy Award-winning streaming series The Bear, host of the Welcome Conference, and advisor to business leaders, ranging from professional sports to financial services, on the delivery of hospitality as a primary business strategy. Our conversation explores the operating principles of unreasonable hospitality across the identification and enhancement of customer experiences.
Will describes operationalizing exceptional service, finding magic in repeated touch points, building teams that embrace hospitality, and leading others through vulnerability. Once in a while, I get a chance to share a conversation outside of managers and allocators designed to help you level up your performance and business. From the day I met Will several years ago, I knew he could do just that from his valuable insights and colorful stories. Before we get going, I recently returned from a week's ski vacation to Switzerland with my son Eric, the same son who shared his serendipitous encounter with the podcast last week. Snow conditions have been challenging almost everywhere this season, but we were excited to travel to Europe for the first time to ski.
Our trip there and back was full-on trains, planes, and automobiles. We got a taste of the beauty, food, and culture that everyone raves about in Zermont. As for skiing, between snow conditions we're accustomed to in Vermont and a white-out blizzard our last two days, we only got two full days of skiing. But we certainly left the mountain better off than we found it for skiers the next week. It would be safe to question my sanity for making the long trip to ski only two days. But the truth is the number of full weeks I have left one-on-one with my 16-year-old son are numbered. So I took in every moment, even when our plans for an active week were shot. What we did have was plenty of time to listen to podcasts.
Although as you may have heard last week, Eric wasn't about to listen to Capital Allocators. But that's okay. He's happy to encourage you to listen and to tell your friends and their friends to listen. What he doesn't know is that the process will inevitably get back to him through his friend's parents, offering another opportunity for him to think twice. And one day, one day, just maybe, he'll listen too. Thanks so much for starting a butterfly effect by spreading the word about capital allocators. That butterfly may be flapping its wings in the winter in Switzerland and one day find its way to Eric. Capital Allocators. is brought to you by AlphaSense. Here's something for you. Most AI tools today are very good at sounding right.
But can you actually trace it back to a filing, transcript, or specific passage that drove the answer? Or are you just trusting the confidence of the output? For allocators, that's not a minor concern. A missed filing, incorrect source, or context that gets lost somewhere in a retrieval chain aren't edge cases.
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Chapters
8 chapters
1
What is “unreasonable hospitality” and why does it matter?
0:00–9:48
2
How did Will’s childhood and family shape his view of hospitality?
9:48–17:57
3
What lessons did Will learn from the rise of Eleven Madison Park?
17:57–24:45
4
How did the “interrogation of the customer journey” transform the restaurant experience?
24:45–31:15
5
What are the most memorable “magic moments” Will created for guests?
31:15–39:07
6
How can the Dreamweaver role help other industries deliver hospitality?
39:07–47:21
7
What practical tools does the Unreasonable Hospitality Field Guide provide?
47:21–54:28
8
What advice does Will give for building teams that live the hospitality culture?
54:28–1:02:18