The Hospitality Principles That Build Billion-Dollar Startups
About This Episode
Sam Parr sits down with Will Guidara, author of 'Unreasonable Hospitality', to explore how extreme customer service can transform any business into a world-class brand. They discuss tactical leadership strategies, the rules for providing constructive criticism, and how to operationalize 'magic' by empowering staff to go above and beyond for customers.
Episode Description
Show Notes
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- Mercury is a financial technology company, not an FDIC-insured bank. Banking services provided by Choice Financial Group, Column, N.A., and Evolve Bank & Trust, Members FDIC
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Key Takeaways
Practice 'Unreasonable Hospitality' by identifying overlooked touchpoints, such as the billing process or post-purchase interactions, and adding a gesture of profound generosity to create a lasting story for the customer.
Adopt the 'One Size Fits One' model by hiring or designating a 'Dreamweaver' whose primary responsibility is to execute personalized, creative ideas that frontline staff overhear from customers.
Normalize criticism as a form of professional investment by adhering to strict rules: always criticize in private, focus on the behavior rather than the person, be consistent, and keep the tone unemotional.