A couple flew to New York to eat at one of the most expensive restaurants in the world,

and the most memorable thing they were served was a hot dog.

During their meal, the staff overheard the couple talking about how they wished they'd had time

to grab

a famous New York Street hot dog before leaving the city.

So the staff ran out, bought one from the street vendor, plated it like a fine dining course,

and surprised them with it at the table.

That restaurant was Eleven Madison Park, which became famous for creating unforgettable moments for their guests.

And in this episode, I'm joined by the man behind those moments, restaurant owner and hospitality expert, my good friend, Will Godera.

We're breaking down how to create a customer experience so good, people can't help but talk about it.

Because whether you run a restaurant or a plumbing company, how you treat people

means the difference between building loyal customers who come back and refer their friends

or the ones who go straight to your competitor instead.

Let's get to it. You know, Willett, I want to ask you,

you know, you've been to our events. You're coming to our summit event, May 17 through 20.

So I'm so excited for it. We're turning of best of speakers from the past, one of the top ratings.

That's right. That's right. Always keep us on our toes around hospitality too when you show up on site. We're always on our toes, Dave, but it's a little something extra when you show up. And I was thinking, you know, we've had you before, listened to your talks and watched your videos. This whole thing kind of origin story starts with this hot dog. Yeah. And it really seemed like it sparked this whole strategy for taking care of people.

How have you seen that play out across industries?

Because for Entree Leadership, we've got contractors and dentists and people fixing computers

and fixing hair.

How does that work across all industries?

You know, it's been the thing about the last few years since my book came out,

...