DeepSummary
In this episode, Jason Calacanis interviews Will Guidara, author of the book 'Unreasonable Hospitality', about applying hospitality principles to businesses. Will discusses his belief that investing in genuine relationships and making people feel valued is the only true long-term competitive advantage. He shares various anecdotes and examples of exceptional hospitality experiences that left a lasting impact.
Will explains how the show 'The Bear' drew inspiration from his book and incorporated elements like the iconic 'dirty water hot dog' story. This eventually led to him being involved as a co-producer for future seasons. The discussion covers the addictive traits in the restaurant industry, the removal of tipping at Eleven Madison Park, and the mindset shift needed to view customer support as an investment rather than a cost center.
Throughout the conversation, Jason and Will explore the transferability of hospitality concepts across industries, from airlines to startups. They emphasize the power of active listening, empowering teams, celebrating staff, and creating moments that become cherished memories for customers. The episode highlights the value of thoughtfulness, generosity, and striving to make others feel truly seen and appreciated.
Key Episodes Takeaways
- Investing in genuine relationships and making people feel valued is the only true long-term competitive advantage for businesses.
- Creating memorable experiences through thoughtful gestures and active listening can turn customers into brand advocates.
- Empowering front-line teams and celebrating staff traditions foster a culture of hospitality.
- Viewing customer support as an investment in the brand rather than a cost center can lead to better service.
- Leadership plays a crucial role in shaping company values and integrating hospitality principles.
- Small acts of thoughtfulness can have a profound impact on how people feel and perceive a brand.
- The pursuit of making others happy should be reframed as a positive addiction.
- Removing tipping and incorporating service into pricing can improve the restaurant experience when managed well.
Top Episodes Quotes
- “I really, truly believe that the only competitive advantage that exists over the long term comes through hospitality, through consistently and generously investing in relationships.“ by Will Guidara
- “If you care about people, if you put in the time to make them feel special and seen, if you celebrate them and hold them up and invest in them and empower them, you will go further in life, full stop.“ by Will Guidara
- “Can we all please, please get addicted to making other people happy?“ by Will Guidara
- “Honestly, the real recipient of that gift was my wife and I, who were overwhelmed by the smallest, simplest gesture of hospitality. But its thoughtfulness and by definition, its impact.“ by Will Guidara
- “We decide what we care about. When you run a company, you decide what the company cares about.“ by Will Guidara
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Episode Information
This Week in Startups
Jason Calacanis
6/14/24
This Week in Startups is brought to you by…
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Todays show:
Will Guidara joins Jason to discuss the book Unreasonable Hospitality and how it relates to all businesses including startups (3:44), Will’s annual “The Welcome Conference” in NY (14:32), how the show The Bear lifted Will’s ‘NY street hotdog’ story and made it their own - which then led to his involvement with future seasons (36:19), and more!
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Timestamps:
(0:00) Will Guidara of Unreasonable Hospitality joins Jason.
(3:44) Important premises from the book Unreasonable Hospitality and how it relates to all businesses including startups.
(6:26) Will explains how it felt to see parts from his book appear on the hit show The Bear.
(8:13) Iconic examples of hospitality and how it can turn customers into advocates for your brand.
(10:04) Oracle - Take a free test drive of OCI at https://www.oracle.com/twist.
(11:08) Powerful examples of going above and beyond for your customer.
(14:32) Will’s annual “The Welcome Conference” in NY.
(20:57) DevSquad - Get an entire product team for the cost of one US developer plus 10% off at http://www.devsquad.com/twist
(22:13) Jason shares an anecdote of how he helps others.
(24:17) Will and Jason riff on interesting examples of unreasonable hospitality, including one that should exist for airplane passengers.
(30:44) LinkedIn Ads - Get a $100 LinkedIn ad credit at http://www.linkedin.com/thisweekinstartups
(32:12) A perspective shift that changes the value of call centers.
(36:03) How the show The Bear lifted Will’s ‘NY street hotdog’ story and made it their own - leading to his involvement for future seasons.
(40:21) Will feels that The Bear was able to craft and articulate his message spot on in one of their best episodes.
(42:22) How to gain from the addictive personality traits in the restaurant business.
(51:15) The “Chicken for Two” at the NoMad hotel.
(53:31) Breaking down the state of tipping culture and how its removal from Eleven Madison Park was highly successful.
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Check out Unreasonable Hospitality: https://www.unreasonablehospitality.com/
Sign up for Will’s newsletter: https://www.unreasonablehospitality.com/newsletter
Check out “The Welcome Conference”: https://www.thewelcomeconference.com/
Check out Will’s hospitality agency “Thank You”: https://www.thankyou.nyc/
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Follow Will:
LinkedIn: https://www.linkedin.com/in/willguidara/
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Follow Jason:
LinkedIn: https://www.linkedin.com/in/jasoncalacanis
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Thank you to our partners:
(10:04) Oracle - Take a free test drive of OCI at https://www.oracle.com/twist.
(20:57) DevSquad - Get an entire product team for the cost of one US developer plus 10% off at http://www.devsquad.com/twist
(30:44) LinkedIn Ads - Get a $100 LinkedIn ad credit at http://www.linkedin.com/thisweekinstartups
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Great 2023 interviews: Steve Huffman, Brian Chesky, Aaron Levie, Sophia Amoruso, Reid Hoffman, Frank Slootman, Billy McFarland
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