The customer is ALWAYS right. This is a phrase that anyone working in hospitality, B2C, or even B2B has ingrained in their minds. Our Clayco team is extremely dedicated to solving our customers' problems, which is reflected in our customer loyalty and trusted reputation. I’ve always recognized that there is something to be said about the success that comes when you put people first. If you don’t believe me, just ask the outstanding restaurateur Will Guidara.
Guidara was only 26 when he took the helm of a struggling Eleven Madison Park, and 11 years later, it was named the best restaurant in the world. “Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect” is written by Guidara and offers an interesting and motivational read about the power of memorable and personalized hospitality.
The book provides remarkable insight into what it means to go BEYOND to ensure that people have unforgettable experiences. From surprising a family—who had never seen snow—with sledding in Central Park to filling a private dining room with sand, mai-tais, and beach chairs to console a couple with a canceled vacation, some may say Guidara’s methods are too much, but I disagree.
These big, unexpected gestures show customers that they are cared for and creating that feeling builds trust and a revolutionary benefit to the bottom line of business. The goal is to give MORE, not less, and keep people coming back for the atmosphere and attention that makes them feel understood and special.
I align with Guidara’s mindset that every enterprise can be a hospitality business. His book gives great business insights through a personal lens and offers a blueprint for achieving excellence by focusing on guest experience, team communication, and attention to detail.
I highly recommend this read for those looking for examples of exceptional customer service in any industry. It highlights the indisputable importance of transforming the ORDINARY into the EXTRAORDINARY to leave a lasting positive impression and build a trusted brand. I’m proud to say that many of these practices are already infused into the Clayco way!
