How "Unreasonable Hospitality" by Will Guidara is a Prime Example of How You Should Take Care of Your Guests

 The Quick Service Restaurant (QSR) industry is built on speed, efficiency, and consistency. But in an era where customers have more dining options than ever, the brands that stand out go beyond just serving food fast—they create exceptional experiences.

One of the most compelling philosophies on hospitality today comes from Will Guidara’s book, "Unreasonable Hospitality." In it, Guidara, the former co-owner of Eleven Madison Park, shares how his restaurant went from being a good fine-dining establishment to being named the best restaurant in the world by embracing a radical, guest-first mentality. While fine dining and QSR may seem like two different worlds, the core principle remains the same: Treat every customer as if they are the most important guest you will serve today.

What is "Unreasonable Hospitality"?

Guidara’s philosophy is about going above and beyond expectations in a way that creates lasting emotional connections with guests. It’s not just about excellent service—it’s about surprising and delighting customers with small but powerful gestures that make them feel valued.

Key Principles of Unreasonable Hospitality:

  • Make it personal – Every customer is unique, and their experience should reflect that.

  • Surprise and delight – Go beyond what is expected to create moments that customers will remember.

  • Empower your team – Encourage staff to take ownership of the guest experience.

  • Create emotional connections – People may forget what they ate, but they’ll never forget how you made them feel.

Now, let’s break down how QSRs can apply these principles to create exceptional experiences for customers.

1. Make It Personal – Even in a High-Volume Setting

One of the best examples from Unreasonable Hospitality is how Eleven Madison Park created unique experiences for each guest. In a QSR, this might seem impossible due to the high volume of customers—but small touches make a big difference.

Action Steps for QSRs:

  • Use names – If a customer orders through an app, train staff to call them by name at pickup.

  • Remember regulars – If someone comes in every morning for coffee, acknowledge them: “The usual today?”

  • Train your team to notice details – If a family comes in with kids, offer a free sticker or a small treat.

By personalizing the guest experience in small but meaningful ways, you build loyalty and turn one-time customers into regulars.

2. Surprise and Delight: Go Beyond Expectations

Guidara’s team at Eleven Madison Park would go out of their way to create magical experiences—like arranging a hot dog cart for a guest who mentioned missing New York street food. While QSRs can’t do this on an individual scale, they can create unexpected moments of joy.

Action Steps for QSRs:

  • Random Acts of Kindness – Offer a free drink or dessert to a customer at random.

  • Loyalty Bonuses – Surprise regulars with a free menu item they love.

  • Make birthdays special – If someone mentions their birthday, acknowledge it with a free item or a personal greeting.

The goal is to create small, unexpected moments that customers will talk about and remember.

3. Empower Your Team to Create Amazing Experiences

One of the biggest takeaways from Unreasonable Hospitality is that hospitality isn’t just a company policy—it’s a culture. The best guest experiences happen when employees feel empowered to make decisions that improve service.

Action Steps for QSRs:

  • Give employees discretion – Allow team members to offer a free item or fix an issue without needing manager approval.

  • Recognize and reward great service – When an employee goes the extra mile, celebrate them in front of the team.

  • Create a culture of hospitality – Make customer service excellence a daily conversation, not just a training module.

When employees feel valued and trusted, they will naturally extend that care to customers.

4. Create Emotional Connections That Drive Loyalty

At the end of the day, people remember experiences, not transactions. The QSRs that thrive aren’t just serving food; they’re creating relationships with customers.

Action Steps for QSRs:

  • Engage on Social Media – Respond personally to customer comments and reviews.

  • Train staff to engage, not just serve – A simple “How’s your day going?” can turn a routine visit into a memorable one.

  • Build community relationships – Partner with local schools or charities to show your brand cares beyond just selling food.

By fostering emotional connections, you create brand loyalty that keeps customers coming back—even when they have countless options.

The Bottom Line: Hospitality is a Competitive Advantage

Will Guidara’s Unreasonable Hospitality teaches us that exceptional guest experiences aren’t just for fine dining—they’re for every business that serves people. In the QSR industry, where speed and efficiency are key, the brands that combine operational excellence with genuine hospitality will be the ones that stand out.

🚀 How are you elevating hospitality in your QSR? Let’s take your customer experience to the next level. Email me at Bill@PrecisionConsulting.US to discuss how you can implement these strategies today!

#PrecisionConsulting.US #QSR #CustomerExperience #UnreasonableHospitality #RestaurantGrowth

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