> ## Content Index > Fetch the complete content index at: https://brianchristner.io/llms.txt > Use this file to discover other available public pages before exploring further. # Unreasonable Hospitality: The Will Guidara Book That Transformed My Approach to Digital Customer Experience - URL: https://brianchristner.io/unreasonable-hospitality-the-book-that-changed-how-i-think-about-customer-experience/ - Published: 2025-10-28T21:19:30.000Z - Updated: 2026-03-10T08:57:04.000Z - Description: Discover key lessons from Will Guidara's Unreasonable Hospitality book. See how to apply the 95/5 rule and the core philosophy of Eleven Madison Park to dramatically improve your digital customer experience and business strategy. - Author: Brian Christner - Tags: Books, Business # I just finished reading [**Unreasonable Hospitality**](https://www.unreasonablehospitality.com/?ref=brianchristner.io) **by Will Guidara**, and honestly, it's one of the best business books I've ever read. Top five, easily! It’s the powerful story of how the Michelin-star restaurant, [**Eleven Madison** ](https://www.elevenmadisonpark.com/?ref=brianchristner.io)**Park** in NYC, didn't just aim for excellence; it set out to become the best restaurant in the world. They achieved this not through revolutionary food, but by creating experiences so personal, so over-the-top thoughtful, that people couldn't stop talking about them. The central idea is simple yet revolutionary: they made **hospitality the product**, not just an add-on service. This mindset shift has profoundly changed how I view everything from running a SaaS company to managing a simple newsletter. --- ## **Key Takeaway 1: Service vs. Unreasonable Hospitality** **Will Guidara** clearly articulates the difference between *service* and *hospitality*. **Service is black and white**—it’s the technical execution (getting the order right, responding to a support ticket). **Hospitality is color**—it’s how you make people *feel*. One story in the book perfectly illustrates this philosophy and really left an impression on me. A group of tourists dining at Eleven Madison Park casually mentioned they had experienced everything in New York *except* for a street hot dog. The restaurant manager overheard it, ran out to a vendor, and came back with a hot dog. It was plated with full Michelin-star presentation. That's it. A $10 hot dog turned into a story that those tourists will tell forever. It wasn't about cost; it was about **listening, caring, and turning a fleeting moment into a lasting memory**. #### **Stay Updated** Get actionable AI & tech insights delivered every Friday. No fluff, just value. [Subscribe to The Weekly Byte →](#/portal/signup) --- ## **Key Takeaway 2: Applying the 95/5 Rule to Your Business Strategy** Most businesses today are focused on scale, [automation](https://brianchristner.io/n8n-the-ultimate-no-code-and-open-source-workflow-automation-tool/), and squeezing out efficiency. And while I love a good automation, this book is a powerful reminder that **real human connection doesn't scale easily**, and that's exactly why it’s so valuable—it’s your **competitive differentiator**. Guidara and his team operated on the **95/5 Rule**: you must be **maniacally focused on efficiency for 95%** of your operations (your product, your profit margins, your processes) so that you can afford to spend the **remaining 5% *foolishly*** on **moments of magic**. Whether you're running a [tech startup](https://brianchristner.io/limit-your-tech-tools/) or a local shop, how you treat people is your ultimate edge. It’s the stuff that doesn't show up in standard analytics, but shows up in **loyalty, referrals, and word-of-mouth marketing**. --- ## **3 Ways to Inject Unreasonable Hospitality into Digital Customer Experience** Reading this book confirmed that **hospitality isn't just for restaurants.** It absolutely translates to the online world, making it a critical part of your **digital customer experience strategy**. The same principles that made **Eleven Madison Park** world-class can elevate your websites, apps, newsletters, and online businesses: 1. **Inject Surprise and Delight.** In a digital setting, this could be a helpful bonus feature that solves an unstated problem, a personal video message from a customer success rep, or even just a quick support response that goes beyond the immediate question. The bar is surprisingly low in the digital world, which makes standing out much easier! 2. **Anticipate Before People Ask.** **Great UX, straightforward navigation, and smart onboarding flows** are your online "hot dogs." They're the digital touches that make users feel like someone has truly thought things through. This is proactive hospitality. 3. **Make Small Moments Feel Big (The One-Inch Rule).** A smooth, fast checkout process. A thoughtful thank-you page after a purchase. A welcome email that feels human instead of robotic. These details are easy to overlook, but they're exactly what people remember when evaluating the quality of their experience. --- ## **Why I Now Want to Visit Eleven Madison Park (And Why You Should Read This)** This book isn't just about restaurants. It's a mindset shift. It shows what happens when you stop trying to be “good enough” and start aiming to be **unreasonably good**. It’s about building a **culture of excellence** where your team feels empowered to create magic. Guidara’s [approach to leadership and culture](https://brianchristner.io/why-your-company-needs-a-chief-failure-officer/)—giving team members autonomy to act and fostering a shared language—is as valuable as his customer advice. Go read **Unreasonable Hospitality**. And then surprise someone in your business with a thoughtful gesture that makes them smile. That's how you win.**ou win.** You can also watch the author discuss some of his insights onThe Secrets of Unreasonable Hospitality | Will Guidara ### Follow me If you liked this article, [Follow Me](https://twitter.com/idomyowntricks?ref=brianchristner.io) on Twitter to stay updated! ## Sign up for BrianChristner.io Get the Latest Insights from Brian Delivered to Your Inbox! Subscribe Email sent! Check your inbox to complete your signup. No spam. Unsubscribe anytime.