Elevate Your Customer Experience

Let's learn from a Michelin Star Chef

How to Provide Unreasonable Hospitality

When a customer’s parking meter is about to expire, what should a restaurant owner do?

Be like Will.

If you don’t know Will Guidara, he is infamous for the ridiculous levels of hospitality at his restaurants like Eleven Madison Park.

Eleven Madison Park is continually ranked one of the best restaurants in the world. Many credit this ranking to always over-delivering for the customer.

As leaders of organizations, we’ve all struggled with getting our teams to provide an amazing experience to our customers.

How does Will do it?

He prides himself on recruiting those who might lack experience but bring 100% enthusiasm to the work they do every day.

Will has correctly determined that people WANT to do great work. They just need to find their zone of genius.

He hyper-focuses on the details of how his team conducts themselves. A perfect example is when Will said…

“We trained the people setting the dining room to place every plate so that if a guest flipped it over to see who had made it, the Limoges stamp would be facing them, right side up.”

Will Guidara

Why would Will do that?

By asking the person setting the dining room to place each plate with total concentration, Will was asking them to set the tone for:

  • how they’d do everything over the course of the service

  • how they’d greet our guests

  • pour the champagne to begin a meal and the cup of coffee to end it.

Sloppiness has a way of spreading.

CX

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