Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect

By Will Guidara

"Unreasonable Hospitality" is a book I highly recommend to all product managers, entrepreneurs and those wishing to focus on improving the customer experience.

Here are the key takeaways I took away from the book:

1. Reclaim the Human Touch: In our digital age, the forgotten ingredient of hospitality becomes the most indispensable. Prioritise genuine connection and emotional resonance over automated transactions.

2. Master the 95/5% Rule: Be a shrewd steward of resources. Allocate 95% of your budget wisely, while reserving 5% for a strategic splurge. That unexpected luxury – the obnoxiously expensive spoons at MOMA's gelato cart – becomes the unforgettable touch that sets you apart.

3. Embrace the Paradox of Hospitality: Innovation thrives on tension. Set seemingly conflicting goals like "excellence and warmth" or "automation and thoughtful attentiveness." The sparks fly when you challenge your paradigms, leading to ingenious solutions.

4. Praise is affirmation, Criticism is investment: Remember, feedback is a gift. Use praise to nourish potential and criticism to guide growth. Both are investments in your team's journey towards exceeding expectations.