Hospitality
- This is a hospitality solution: a problem that we solved not by sneakily chipping away at the service we were offering but by blowing it out in the opposite direction—by giving more, not less.
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- Imagine, though, that instead of resorting to one of these fallback positions, you asked yourself: What is the hospitality solution? What if you forced yourself to be creative, to develop a solution that worked because of—not in spite of—your dedication to generosity and extraordinary service? These are almost always harder to execute, and coming u... See more
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- And while dropping off a full bottle of expensive booze at every table seemed like an unreasonably extravagant gesture, it was actually cost-effective. After an elaborate multicourse dinner (and usually plenty of wine), few people were interested in drinking more than a sip of that cognac. Yet the feeling of abundance was there.
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- I hear this a lot: “Well, of course you could afford to pull those tricks at an expensive restaurant.” And I always think: Are you sure you can afford not to? It’s true—these gifts cost money, in labor if nothing else. But I’m my dad’s son, and I reviewed the Dreamweaver line item in the P&L every month with an eagle eye. There was never any qu... See more
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- Prepare for these recurring moments in advance, and your staff doesn’t have to reinvent the wheel every night—they just have to listen and make it happen. You might be wondering: Once you’ve systemized it, is it still hospitable? Does that airplane snack box carry the same warmth and generosity the thirtieth time you hand one to a guest as it did t... See more
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- People often confuse hospitality with luxury, but I could have given that table a bottle of vintage Krug and a kilo of caviar, and it wouldn’t have had anywhere near the same impact. Luxury means just giving more; hospitality means being more thoughtful.
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- If you’re selling an apartment to a couple having a baby, get a pack of those protective plastic outlet covers and leave them in a drawer with a little note: “You’ve got big adventures coming up, so I took this off your to-do list.” And because so many people move when they find out they’re expecting, keep a case of those outlet covers in your offi... See more
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- Fine, you’re thinking, except that restaurants and real estate are filled with opportunities, unlike my business. I don’t buy it. There are inflection points—patterns—in every business. Look closely, and you’ll find them. And when you do, make sure you do something about it.
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago
- If you know that people are going to come in, looking to buy a car for their teenager, why wouldn’t you be prepared with an act of hospitality that will strengthen their connection to your brand? How would you feel about a car salesperson who pulled you aside and said, “Look, I know what it’s like to have a newly licensed teenager on the road, so I... See more
from Notes & Highlights for Unreasonable Hospitality by Will Guidara
Brandy Cerne added 10mo ago