Earlier this month, the Valency team had the privilege of attending the annual Global Leadership Summit. The event featured dynamic talks from world-class leaders that prompted us to reflect on our leadership practices, both within our organization and across the industry.
One speaker left us asking ourselves: “How can we show unreasonable hospitality in our services?”
At first glance, the idea of being unreasonable might seem counterintuitive. However, Will Guidara, former co-owner of the world-renowned Eleven Madison Park restaurant, revealed that embracing unreasonable hospitality is the key to achieving extraordinary success in any industry. Guidara shared how Eleven Madison Park rose to become the world’s number one restaurant by relentlessly committing to exceptional service for each and every guest, a success he credits to his philosophy of unreasonable hospitality.
What is Unreasonable Hospitality?
Unreasonable hospitality is about intentionally going above and beyond reasonable expectations to create exceptional and memorable experiences. Guidara explains that attentive and extraordinary actions can transform the way a client feels – and he believes this is the key to unlocking the next level of success. When your organization makes a client feel seen and valued, you invest in your “relationship capital account.” In other words, by centering the client’s experience and personalizing service you are strengthening your working relationship and differentiating your organization.
At the core of unreasonable hospitality is caring. Caring a bit more and trying a bit harder can transform how we make clients feel; ultimately, strengthening the relationships that will bring us extraordinary success.
Our Core Takeaways
“It’s how we make people feel that matters most of all.”
In the weeks following Will Guidara’s talk, three core takeaways have resonated with the Valency team. We believe these insights can drive next-level success in capital projects and beyond:
Hospitality extends beyond the dining room
Although Valency does not serve meals, we serve clients daily through our project assurance solutions and consulting engagements. By embracing an unreasonable approach to our client service, we can deepen client relationships and gain a better understanding of their needs.
In the construction industry, adopting this mindset involves not just delivering exceptional results but also fostering exceptional relationships with team members, contractors, owners, and clients. The emphasis on service can enhance collaboration and lead to more successful projects.
One size fits one
Inspired by other influential leadership books1 Guidara emphasized that to make clients feel seen through acts of unreasonable hospitality organizations must take a “one size fits one” approach. At Valency, we recognize the importance of tailoring each client’s experience, which is why one of our core values is specialize. We are committed to specializing in our field, services, and relationships.
In our industry, we can be creative as we determine how to make an experience unreasonable for each project, team, or client. While these actions can be extravagant, they can also be small actions that make others feel seen and improve their project experience. For example, tailoring the language used in your Project Definition Rating Index (PDRI) assessment to align with your organizational terminology can help your team feel more comfortable within a session. Tools like Carve, Valency’s software solution, can help personalize project assurance assessments while staying aligned with Construction Industry Institute (CII) best practices.
Empowerment fuels innovation and satisfaction
To provide unreasonable service, teams must be empowered to exceed expectations. Guidara emphasized that when employees are encouraged to think creatively and deliver meaningful service, a culture of innovation will thrive. Equipping your team to be exceptional will not only impact client satisfaction, but also employee satisfaction. To put it simply, it feels good to make other people feel good!
Guidara’s philosophy of unreasonable hospitality reminds us to go above and beyond in all aspects of our work. By striving to exceed expectations in every interaction, we can create lasting impressions, deepen client relationships, and reach new heights of success.
At Valency, we look forward to continuing to integrate these lessons into our work. By prioritizing client experience, nurturing employee morale, and personalizing our approach, we aim to consistently deliver outstanding results while fostering strong, trust-based relationships.
Want to Learn More About Unreasonable Hospitality?
Check out Will Guidara’s TED Talk to explore this concept further and discover how to apply it to your organization.
References
1 One Size Fits One: Building Relationships One Customer and One Employee at a Time by Gary Heil, Tom Parker, and Deborah C. Stephens