Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect by Will Guidara
My rating: 4 of 5 stars
Q: What is the difference between service and hospitality?
A: Service is black and white; hospitality is color.Black and white means you're doing your job with competence and efficiency. Color means you make people feel great about the job you're doing for them.
Unreasonable Hospitality is the story of an 11-year quest to transform a middling Manhattan restaurant into the top-ranked restaurant in the world. The team accomplished this challenge by creating a hospitality-first culture, thus turning customers into raving fans.
Seven takeout side dishes to whet your appetite:
~ Run toward what you want, as opposed to away from what you don't want.
~ Receiving praise, especially in front of your peers, is addictive. You always want more.
~ If you can't find more compliments to deliver than criticism, that's a failure in leadership.
~ One of a manager's biggest responsibilities is to make sure people who are trying and working hard have what they need to succeed.
~ If you take care of your managers and give them what they need to be successful, you put them in a better position to take care of their teams.
~ A leader's responsibility is to identify the strengths of the people on their team, no matter how buried those strengths might be.
~ Practice The Rule of 95/5: Manage 95 percent of your business down to the penny; spend the last 5 percent "foolishly."
In conclusion ...
"It was our pursuit of excellence that bought us to the table, but it was our pursuit of Unreasonable Hospitality that took us to the top."Unreasonable Hospitality is on the Short List of four Best Business Books of 2022.
This review was written entirely by a real human named Gene Babon. Access Gene Babon's reviews of books on Business Leadership and Business Strategy at Pinterest.
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