Courses, Big Think

Become excellent. Be unreasonable. | Will Guidara

6 lectures, 26 min in all

Explore Will Guidara’s approach to a hospitality mindset that engenders customer loyalty in this week's Big Think Class. The secrets of unreasonable hospitality with Will Guidara If your job involves selling something for a living, you already know the importance of making customers feel listened to and cared for. So why up the ante and engage in what restaurateur Will Guidara calls “unreasonable hospitality”? Because being relentless in making others feel valued might be your best competitive advantage – especially in a business landscape stuffed with competitors constantly offering the latest and greatest version of your product or service. Luckily, being “unreasonable” doesn’t have to be draining; it can be creative, generative, and even systematizable. And not only will these actions keep your customers returning to your business, but it will also work as a way of natural marketing; they’ll share stories of your service and draw even more people in, keeping your company alive. Learning objectives: Prioritize presence and connection in service interactions. Scale personal touches by recognizing common customer patterns. Empower your team to spark joy. Be inspired by your rivals. Balance exceptional customer service with profitability.