For years we confuse excellence with efficiency, perfect processes, impeccable scripts, "right" experiences and yet no one remembers the right thing.
People remember how you made her feel.
The book Unreasonable Hospitality, of Will Guidara, poses an uncomfortable truth for the business world: the difference between a good experience and an unforgettable one is not in the process, is in the human intention that breaks it when needed.
Irrational hospitality is not giving away things, it is see the other, anticipate, do something that was not in the manual but in the heart of the business.
Guidara shows that when you empower your people to go beyond reasonable, you do not lose control, you gain culture.
Because an organization obsessed with not being wrong ends up being irrelevant and an organization that trusts its people's criteria creates moments that no competitor can copy.
This does not apply only to restaurants, it applies to hotels, retail, professional services, leadership... anywhere where there are people serving people.
Irrational hospitality requires something that many leaders avoid: giving up power, trusting, accepting that magic cannot be fully standardized, but when it happens, the client ceases to be a transaction and becomes a relationship.
Unreasonable Hospitality He doesn't teach you how to serve better. It makes you askif your company still dares to take real care of it.
Because in the end, the brands that survive are not the most efficient, but the ones that generate stories that people want to live again.
