Quick Cut: S2E327 How to Grow Your Business Through Unreasonable Hospitality with Will Guidara

It's a Good Life

Brian Buffini

Business, Unknown, Entrepreneurship, Life, Good, Entrepreneur, Coaching

4.4 • 2.4K Ratings

🗓️ 4 September 2025

⏱️ 11 minutes

🔗️ Recording | iTunes | RSS

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Summary

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Extraordinary hospitality is a powerful competitive advantage. In this episode, Will Guidara explains how he transformed his New York City restaurant into the best in the world by creating bespoke experiences for customers and shares how any business can succeed by being more intentional and creative to build meaningful relationships with those they serve.

YOU WILL LEARN:

· The critical difference between hospitality and service.

MENTIONED IN THIS EPISODE:

“Unreasonable Hospitality,” by Will Guidara

www.unreasonablehospitality.com

NOTEWORTHY QUOTES FROM THIS EPISODE:

“Service is effectively fulfilling the base level promise. Hospitality is how you make the people feel when you provide that service.” – Will Guidara

“Sometimes you just need to slow down to speed up; we shouldn't always try to multitask and be efficient.” – Will Guidara

“It's not the cost of the gesture that matters, it's how it makes people feel.” – Will Guidara

“It feels great to make other people feel good.” – Will Guidara

“The only advantage that exists in the long term comes from hospitality, from consistently and generously investing in relationships because they take time to build and, if you build them in the right way, they take a long time to erode.” – Will Guidara

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Transcript

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0:00.0	Welcome to It's a Good Life with Brian Bafini, founder of America's largest business coaching company.
0:10.4	Here's a short classic cut from one of our all-time favorite episodes.
0:17.6	Top of the morning to you and welcome to It's a Good Life. Today we've got a very special guest.
0:24.1	You know I like to bring you the best of the best, someone who's been there and done that.
0:28.9	And that's why I'm so excited to have Will Godara on the show today. We'll dive in his New York
0:33.8	Times bestselling book, Unreasonable Hospitality, the remarkable power of giving people more than they expect. So just from that title alone, you see how aligned that is to our message philosophy and ultimately your heart. He's a great man with a great message. Will Goddara. Thanks for showing up on the show today. Brian, I'm so excited to be here, man. I really appreciate you having me on. So we're going to dive right in at the
0:54.9	start, right? Pretend like they're all New Yorkers and we've got to give them their value up front,
0:58.5	right? How do you define hospitality? You know, I think sometimes the best way to define something is
1:05.1	to also talk about what it's not. I think way too many people conflate service and hospitality as being the same thing.
1:13.6	And they're not. I think the extent to which people understand that they're not is a healthy
1:17.9	first step towards building a culture of hospitality. Service is the thing that you do.
1:25.1	In my world, it's getting the right plate of food to the right person within
1:28.0	the right period of time and it's cooking the food as it's, you know, meant to be cooked.
1:34.1	Service is effectively fulfilling the base level promise. Hospitality is how you make the people
1:41.8	feel when you provide that service,
1:45.2	whether that's through a little bit of eye contact, a bit of humor,
1:50.4	through taking the time and being present enough where you can do the little things
1:56.0	and the big things that make them feel seen.
2:00.1	I believe service is a part of the product.
2:04.5	Hospitality is everything that's built upon that.
2:07.7	I just love the hot dog story, okay?
2:10.1	And maybe if we go there,
	...

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