Podcast Summary: The $100 MBA Show - MBA2674 Must Read: Unreasonable Hospitality by Will Guidara

Host: Omar Zenhom
Date: September 8, 2025
Episode Theme:
A deep dive into the lessons from Unreasonable Hospitality by Will Guidara—co-founder of Eleven Madison Park (EMP), the world-renowned restaurant—highlighting how “going above and beyond” can transform any business into a memorable, talked-about brand. Omar draws actionable insights from the book’s stories, providing inspiration and strategic tips for all kinds of entrepreneurs, not just those in hospitality.

Episode Overview

Omar Zenhom explores five key lessons from Unreasonable Hospitality, illustrating each with practical and memorable stories from Eleven Madison Park. Central to the episode is the idea that “legendary service and leadership beats average every time” (16:59), and that true business distinction comes from intentional, sometimes even “unreasonable,” acts of care for customers. Omar emphasizes practical ways to implement these insights across different industries, no matter your resources.

Key Discussion Points & Insights

1. Enlightened Hospitality: Anticipating Needs (03:06)

• Story: EMP staff would quietly feed parking meters for guests after learning what car and location they’d parked in—without being asked.
• Takeaway: Proactively solving minor stresses for your clients builds trust and creates lasting positive impressions.
• Quote: “If you solve minor stresses before they arise, you’re going to win with your customers... anticipate them before they even state them.” (03:38)

2. Personalized Experiences: “We Got Your Back” (05:10)

• Story: A couple, worried about a forgotten champagne bottle at home, asked if it would explode in the freezer. The EMP team used their spare key, moved the bottle to the fridge, and left a personal note, chocolates, and caviar.
• Takeaway: Small, thoughtful gestures, tailored personally, leave far greater impact than large, generic gifts.
• Quote: “You can transform a generic interaction into an emotional moment.” (06:19)

3. The 95/5 Rule: Budgeting for Wow (08:06)

• Explanation: EMP operated with a strict budget—except for 5% set aside specifically to surprise and delight customers (the “95/5 rule”).
• Implementation Tip: Treat this as your word-of-mouth marketing budget; memorable moments generate invaluable promotion.

4. Signature Moments on a Budget (10:32)

• Story: A guest joked about needing “a million bucks” to finish a funding round. The team bought 10 “100 Grand” candy bars (~$10) and presented them as his “million dollars.”
• Takeaway: Creativity and humor can create signature moments without big spending.
• Quote: “The right gesture, funny, sincere, unexpected, can create a massive word of mouth campaign for you without costing much.” (11:33)

5. Improvisational Hospitality: Spontaneity Wins (12:32)

• Story: European tourists mentioned they'd missed trying a classic NYC hot dog. Will Gadara grabbed a $2 street hot dog, plated it with condiments, and presented it like a fine dish.
• Takeaway: Listening carefully and acting on spontaneous opportunities leads to legendary guest experiences.
• Quote: “Sometimes the boldest, simplest gesture can create the biggest memories.” (13:37)

6. Scaling a Culture: Empowering Dreamweavers (14:32)

• Story: EMP staff overheard a family from Spain saying they’d never seen snow. The team bought sleds and took the family to Central Park to experience snow firsthand.
• Operational Insight: True hospitality goes beyond the owner—it’s cultural. Dreamweavers (staff empowered to “fulfill dreams”) are key.
• Quote: “Culture is more than values. It’s action. It’s having the freedom to fulfill those values.” (15:43)

Notable Quotes & Memorable Moments

• On impact:
  “This book was inspiring. It was really pushing me to think bigger about how I serve my own customers.” (16:03)

• On being distinctive:
  “To stand out, you gotta be willing to feel unreasonable sometimes.” (17:51)

• Final words of encouragement:
  “Legendary service and leadership. Beats average every time. You want to serve. Beyond. You want to surprise. Often. You want to build a business people talk about and not just buy from.” (16:59)

Practical Takeaways for Entrepreneurs

• Be present and notice the smallest details about your customers.
• Surprise and delight don’t require a big budget—thoughtfulness trumps expense.
• Empower your team to act, not just owners or founders.
• Use every interaction as a chance to exceed expectations.
• Budget for memorable moments as intentionally as you do for marketing.

Recommended For

Anyone aiming to create a business that’s not just “used” but remembered—from solo entrepreneurs and coaches to digital product creators and service providers.

Timestamps for Essential Segments

• [03:06] — Enlightened Hospitality story
• [05:10] — Personalized Experiences: Champagne rescue
• [08:06] — The 95/5 Rule explained
• [10:32] — Signature moments on a budget: “100 Grand” story
• [12:32] — Improvisational hospitality: $2 hot dog story
• [14:32] — Scaling through Dreamweavers & culture

Final Message

Unreasonable Hospitality is more than a restaurant book—it’s a masterclass in memorable, human business. As Omar says:
“If you want to be the number one in anything, you have to do things way better and way different than your competition.” (16:34)

Recommendation:
Omar unequivocally recommends Unreasonable Hospitality as a must-read (or must-listen) for its storytelling, practicality, and inspiration for business owners in any field.