Unreasonable Hospitality - Will Guidara

"Unreasonable Hospitality," a concept from Will Guidara, is all about creating genuine connections with clients by going above and beyond what they expect. It’s not just about good service; it’s about crafting experiences that stick with people long after their visit. The Curve team have been reviewing this book in preparation for a new training programme 'Excellence in Sales Delivery'.

Key Takeaways:

1. Personalisation: Getting to know our clients so that we can tailor their experiences with us and make every interaction special.
2. Empowerment: Be bold, take charge and make decisions that enhance the guest experience.
3. Anticipation: Thinking ahead about what our clients might need - even before they ask for it. An expression we use is 'Looking around corners'.
4. Follow-Up: Reaching out after an event to see how it went and showing that you genuinely care about their feedback.

Guidara says that by embracing unreasonable hospitality we can all significantly boost client satisfaction and loyalty. In a crowded market, creating unforgettable experiences is what sets our businesses apart. By adopting this approach, we can redefine how we connect with our clients and continue to promote a culture of excellence.

Have you read Unreasonable Hospitality? What were your key takeaways?

Let's Learn & Grow together.

Speak soon.

Jo

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