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  • Writer's pictureRene Caruso

Unreasonable Hospitality

The Remarkable Power of Giving People More Than They Expect

In the realm of customer service, going above and beyond isn’t just a nice gesture—it’s a powerful strategy for success. Guidara’s book brilliantly captures the transformative impact of exceeding expectations in every interaction.


Guidara believes this hospitality mindset can cause a “seismic shift” in other industries: “Whether a company has made the choice to put their team and their customers at the center of every decision will be what separates the great ones from the pack.”


He writes. “When you’ve surrounded yourself with talented people, there’s nothing more powerful than a collective decision. If this electric group decided to accomplish this goal, then—no matter how far-fetched or difficult—we would.”

Throughout my career, I’ve witnessed firsthand the repercussions when this fundamental principle is overlooked. It’s impossible to mandate hospitality; genuine excellence stems from fostering an environment where employees feel valued. Empowered to innovate, make decisions, and supported in their professional growth, they elevate both company performance and reputation.



I enthusiastically recommend this book to anyone involved in client or customer relations, regardless of industry. It’s not just for those in hospitality; it’s a blueprint for any business striving to leave a lasting impression.


For a deeper exploration of these transformative ideas, I encourage you to delve into Guidara’s compelling insights:


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