Repair: leaders apologizing and customer recovery

Will Guidara is the author of Unreasonable Hospitality and the soon to release Unreasonable Hospitality: The Field Guide. Unreasonable Hospitality has become a New York Times bestseller and a business bible for elevating customer experiences. Will was co-owner of Eleven Madison Park alongside Danny Meyer when the restaurant ascended to #1 in the world, the co-producer of Emmy Award-winning streaming series The Bear, host of the Welcome Conference, and advisor to business leaders ranging from professional sports to financial services on the delivery of hospitality as a primary business strategy.

Our conversation explores the operating principles of "unreasonable hospitality" across the identification and enhancement of customer experiences. Will describes operationalizing exceptional service, finding magic in repeated touchpoints, building teams that embrace hospitality, and leading others through vulnerability.

Once in a while, I share a conversation outside of managers or allocators designed to help you level-up your performance and business. From the day I met Will several years ago, I knew he could do just that from his valuable insights and colorful stories.

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