Podcasts about unreasonable hospitality

Dan and Nicole are back after a few weeks away, and they're jumping right in. After a quick catch-up on birthdays, anniversaries, and Nicole's notable failure to remember either of Dan's, the conversation takes off in all directions. First up, Dan's been reading "Unreasonable Hospitality" -- the fascinating (and slightly creepy) story of one of the world's most celebrated restaurants and the lengths they go to make guests feel like they're the only person in the room. Hint: they know more about you before you walk in than you'd probably like. The gang also digs into the tasting menu experience and whether a $500-a-plate dinner with no choices is brilliant or just insane. Then things get scary. AI-powered travel scams have officially gone next-level. Scammers are now creating fake hotel listings -- complete with AI-renovated photos that make dingy motels look like boutique resorts -- and some travelers are arriving to find no hotel at all. We're talking paid-in-full reservations that simply don't exist. Dan breaks down how it works, how to protect yourself, and why the advice to "just book direct" is easier said than done. And finally: are you still paying $200+ a month for cell service? Dan made the switch to Mint Mobile and has some thoughts. Some very enthusiastic, slightly evangelical thoughts. It's good to be back. Come hang with us.

It's almost the official dog days of summer, and today we're sharing with you some great reading suggestions to plan out your reading for these long hot days. We're going to tell you about what's new and hot this summer, what's on our reading lists, plus some suggestions for titles that can help you complete our Adult Summer Bingo challenge. And don't miss joining us for the first official podcast buddy read! Ellyn's Currently Reading | American Fantasy by Emma Straub, Exit Party by Emily St. John Mandel, The Wild Beneath by Kelly Anderson, & Unreasonable Hospitality by Will Guidara Amanda's Currently Reading |  Unreasonable Hospitality by Will Guidara, How to Cheat Your Own Death by Kristen Perrin, & Yesteryear by Caro Claire Burke Join us in our first official Bubbles & Books buddy read! We're reading True Grit by  Hottest New Releases Coming Out this Summer June: Land by Maggie O'Farrell Whistler by Ann Patchett The Children by Melissa Albert Harvest Season by Brynn Weaver June 9 It Could Have Been Her by Lisa Jewell June 23 July: Country People by Daniel Mason July 7 Helpless by Jessica Knoll July 7 The Romance Revival by Christina Lauren July 14 Make Nice by Ryan Effgen July 14 Sea of Charms by Sarah Beth Durst July 28 Daggermouth by HM Wolfe July 28 August: The Unknown by Riley Sager Aug 4 Dreamland by Olivie Blake Aug 11 A Tender Age by Chang Rae-Lee Aug 11 God's Country by William Kent Krueger Aug 18 Daggerbound by T Kingfisher Aug 25 What we're looking forward to reading this summer: Ellyn: Japanese Gothic by Kylie Lee Barker, The Knight and the Moth by Rachel Gillig & Helpless by Jessica Knoll (July 7) Amanda: Modern Lovers by Emma Straub, Truth and Beauty by Ann Patchett, & Iron Lake by William Kent Krueger  ______________________________________________________________________ Make sure to subscribe and rate the Bubbles & Books Podcast. And don't forget to share it with your friends. Follow us on Instagram: @bubblesandbookspodcast Follow Dog-Eared Books on Instagram: @dogearedbooksames Shop Dog-Eared Books and pick up your books in store or have shipped HERE. Interested in audiobooks? Listen while supporting Dog-Eared Books HERE. Interested in e-books? Listen while supporting Dog-Eared Books HERE. Learn more about a Dog-Eared Books book subscription HERE. Visit us! www.dogearedbooksames.com

On the first day of each month we review the book of the month. The book is called Unreasonable Hospitality by Will Guidara. And I'll say this upfront — it may be the most useful book I've read this year for anyone who is in the business of managing assets, attracting capital, or building long-term relationships with tenants, investors, or partners.So let me tell you a little about Guidara's story.He co-owns Eleven Madison Park, the restaurant in Manhattan that climbed from obscurity to the number one restaurant in the world. That's not a subjective claim. In 2017, Eleven Madison Park was ranked first on the World's 50 Best Restaurants list. And the central thesis of this book is deceptively simple: the food alone didn't get them there. What got them there was a relentless, almost irrational commitment to making people feel something.------------**Real Estate Espresso Podcast:** Spotify: [The Real Estate Espresso Podcast](https://open.spotify.com/show/3GvtwRmTq4r3es8cbw8jW0?si=c75ea506a6694ef1)   iTunes: [The Real Estate Espresso Podcast](https://podcasts.apple.com/ca/podcast/the-real-estate-espresso-podcast/id1340482613)   Website: [www.victorjm.com](http://www.victorjm.com)   LinkedIn: [Victor Menasce](http://www.linkedin.com/in/vmenasce)   YouTube: [The Real Estate Espresso Podcast](http://www.youtube.com/@victorjmenasce6734)   Facebook: [www.facebook.com/realestateespresso](http://www.facebook.com/realestateespresso)   Email: [podcast@victorjm.com](mailto:podcast@victorjm.com)  **Y Street Capital:** Website: [www.ystreetcapital.com](http://www.ystreetcapital.com)   Facebook: [www.facebook.com/YStreetCapital](https://www.facebook.com/YStreetCapital)   Instagram: [@ystreetcapital](http://www.instagram.com/ystreetcapital)  

Adam Marburger is a serial entrepreneur, author, Jiu-Jitsu Black Belt, and CEO at Ascent Dealer Services. Adam helps leaders build wealth, win in business and lead with discipline and purpose. Along the way we discuss – the paper route (1:15), Jiu-Jitsu (4:15), White Belt Mindset (11:15), Pressure Management (14:00), Getting Out of Your Own Way (17:00), Unreasonable Hospitality (19:30), Auto F&I (21:15), Turn off the News (26:00), Tribe of Mentors (28:15), and Adam's Memo (30:00).  Access Adam's skills and solutions @  Ascent Dealer Services Grab Marburger's book @ You're the F*cking Problem: A Guide to Getting Out of Your Own Way Learn more about Adam's designated nonprofit @ Riverbend Rescue (Keys for Kids and Jiu-Jitsu for Joy). This podcast is teamed with LukeLeaders1248, a nonprofit that provides scholarships for the children of military veterans. Help us sponsor 5 scholarships for 2026. Send a donation, large or small, through our website @ www.lukeleaders1248.com, PayPal, or Venmo @LukeLeaders1248.  Music intro and outro from the creative brilliance of Kenny Kilgore. Lowriders and Beautiful Rainy Day. 

What makes the Will Guidara story and his book "Unreasonable Hospitality" so compelling--and so useful? We share insights we've used from the book. Mark had the opportunity to train under Will Guidara and shares what he learned from Will's team. https://www.unreasonablehospitality.com/books Interested in coaching or training on these topics for you or your team? We'd love to hear from you! Email Mike and Mark.

Natalie Cilurzo joins Herlinda Heras and Daedalus Howell on Brew Ha Ha, to tell us about Russian River Brewing News and upcoming events. Her last time on the show was with Pliny the Younger  back on March 18. Natalie has brought three beers to taste, including Vinnie Cilurzo’s first signature beer, Blind Pig. Herlinda and Natalie were at the Craft Beer Convention in Philadelphia a couple of weeks ago. The industry is contracting. Schlitz beer is closing, in Milwaukee. They have been there for 120 years. Somebody might acquire that brand. Unreasonable Hospitality One of the speakers they heard was Will Guidara. He talked about his book called Unreasonable Hospitality. Natalie is a fan and describes his advice for companies and people in any industry related to hospitality. He used to own 11 Madison Park, a Michelin 3-star restaurant. His approach is to do things for guests that are unexpected. For example, he sent his staff outside to get a hot dog from a street vendor, so he could serve it to his guests at his Michelin restaurant. He overheard their wish and did this to surprise them. ••••Visit Russian River Brewing Co. in Santa Rosa on 4th St. and at their big Windsor location. Check out their website and socials for up-to-date hours, menus, beers and more.•••• That made Natalie and Vinnie think a lot about the experience that people get from their annual Pliny the Younger release. Natalie remembers a young family there last year and the mom was pregnant, so Natalie gave her a RRBC onesie. The next year, they were back with the baby, wearing the onesie. The little details and personal touches are what make a customer’s experience special memorable. “It’s not just the beer, it’s the experience,” says Herlinda. The first beer they taste today is called Stivo. It’s a Keller Pils that they have made in collaboration with Firestone Walker for about 20 years, although this is the first year that RRBC is actually producing it. It has a dry hoppy flavor, but not like an IPA, what they call German hoppy, not as strong. A Really Fun Busy Summer at Russian River Brewing Natalie grew up around cars and racing, and when they built the location in Windor with a big parking lot, she thought it would be a great place for a car show. So, they are doing that and there are 4 of them on the calendar this summer. One of the cars on display is an original Volkswagen van, owned by the third generation of the family. There will be lots of cars, a chopper sometimes shows up, a fire engine and an old Highway Patrol car too. The NHRA top fuel drag races are coming to Sonoma Raceway and they will display the cars on Wednesday, July 15, before the race, Anton Brown’s top fuel dragster will be on display. 

Special thanks to Riverside for sponsoring this episode. Try Riverside Pro free for one month by visiting creators.riverside.com/NickHague and use the code "WGBT podcast".   What if hospitality wasn't just about service, but about making people feel genuinely seen? In this episode of World's Greatest Business Thinkers, Will Guidara joins Nick Hague to explore why hospitality is one of the most practical and profitable business strategies available. Drawing from his experience transforming Eleven Madison Park into the world's best restaurant, Guidara explains the difference between service and hospitality, why making people feel seen creates lasting loyalty, and how intentional systems can scale spontaneous acts of kindness.  He unpacks his five-pillar culture framework: Excellence, Communication, Collaboration, Feedback, and Repair, and shares actionable lessons on hiring, leadership, and customer experience. From the famous "hot dog moment" to overlooked emotional touchpoints, this conversation reveals how unreasonable hospitality creates unforgettable brands and energized teams.  What You Will Learn: How to distinguish service from hospitality and why it drives customer loyalty. The "Dreamweaver" hiring model that scales spontaneous acts of generosity  Why excellence is the prerequisite for hospitality, not a luxury add-on The five interconnected cultures that create unreasonable hospitality How to hire for chemistry and cultural fit while simplifying job requirements The overlooked touch points that create the greatest emotional impact   If you enjoyed this episode, make sure to subscribe, rate, and review it on Apple Podcasts, Spotify, and YouTube Podcasts. Instructions on how to do this are here.   About Guest: Will Guidara is a hospitality strategist, author, and former restaurateur best known for transforming Eleven Madison Park into the world's number-one restaurant. With a background rooted in family values, shaped profoundly by his parents' resilience and commitment to service, Guidara has built a philosophy centered on "unreasonable hospitality": the intentional choice to invest relentless creativity and intention into how people feel, not just what they receive. His bestselling book *Unreasonable Hospitality* (over 1 million copies sold) and its practical companion *The Unreasonable Hospitality Field Guide* translate his restaurant expertise into actionable strategies for leaders across industries.  Will's insights on building high-performing teams, creating cultures of excellence, and delivering transformative customer experiences make him an essential voice for ambitious leaders seeking to move beyond transactional business toward meaningful human connection.   Quotes: "I fell in love with hospitality through the interchange between my mom, my dad, and me. We were a family that was centered on caring for her, and watching how my dad never felt bad for himself in doing that, in fact, to the contrary, he clearly derived pleasure from it, which inspired me to also derive pleasure from it." "Adversity is a terrible thing to waste. When I think about some of the most jarring and disappointing and adverse moments I've experienced in my life, I can now look back at almost all of them with gratitude because I don't believe I would have gone on to do what I did next or become the man I've become absent those experiences." "What people don't do consistently enough is slow down when those things happen to try to more fully understand why the thing happened, such that they can build systems behind the idea and turn it into a consistent part of the culture. That's when you truly transform an organization." "Service is the thing that you do, getting the right plate of food to the right person within the right amount of time. Hospitality is how you make people feel when you do those things. People will forget what you say, they will forget what you do, but they will never forget how you made them feel." Keywords: Primary Keywords (Core Themes): unreasonable hospitality, hospitality industry, customer experience, service excellence, culture building, restaurant management, 11 Madison Park, hospitality strategy, guest experience, business hospitality   Secondary Keywords (Related Subtopics): Dreamweaver position, peak end rule, service vs hospitality, customer journey mapping, hospitality culture, team building, feedback culture, collaborative leadership, experience design, brand loyalty, customer retention, emotional connection in business   Episode Resources: Will Guidara on LinkedIn Unreasonable Hospitality Website Unreasonable Hospitality Book World's Greatest Business Thinkers on Apple Podcasts World's Greatest Business Thinkers on Spotify World's Greatest Business Thinkers on YouTube   Triangle's founder, Matt, is offering a complimentary one-hour strategy session for founders seeking to grow their personal brand. I can't recommend this service enough, and get in quick as there are only three remaining slots available this month! Get in touch at matt@mattswain.com or book directly at https://www.triangle-branding.com/book-a-call

Empathy is not the opposite of Stoic strength. It's part of what keeps that strength from becoming coldness. In today's episode, Ryan talks with Will Guidara, author of Unreasonable Hospitality, about why empathy is one of the most powerful skills a leader can build. They discuss why hospitality is really about making people feel seen, the Stoic idea of slowing down to speed up, the importance of not wasting adversity, and why we should never let someone else's bad behavior pull us away from the person we want to be.Will Guidara is a restaurateur, speaker, and the author of Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect and the new Unreasonable Hospitality: The Field Guide. He is the former co-owner of Eleven Madison Park, which earned three Michelin stars and was named the number one restaurant in the world.Will's work on hospitality has been featured in his TED Talk, The Secret Ingredients of Great Hospitality, and his book Unreasonable Hospitality was featured in the hit series The Bear.

Will Guidara's bestseller now has a field guide! Tune in to hear some of the surprises you can expect in this excellent follow-up. https://www.unreasonablehospitality.com/books Interested in coaching or training on these topics for you or your team? We'd love to hear from you! Email Mike and Mark.

  “Subscribe to free weekly news letter HUNGRY FRIDAY FEAST” here”  "Hospitality happens for people, not to them." In this masterclass of an episode, Unreasonable Hospitality author Will Guidara sits down with Dan Pope on the Hungry podcast to unpack the magic behind Eleven Madison Park's meteoric rise to the best restaurant in the world. From leaving a full bottle of cognac with the bill, to systemizing serendipity with Tiffany & Co. engagement flutes, Will explains why true excellence requires a healthy dose of unreasonableness. They dive into the tension between perfection and human connection, the power of a 'Red Team' in creative brainstorming, and how to apply Michelin-star hospitality to any industry—even a UPS store.ON THE MENU:00:00:00 Intro00:01:01 Excellence vs. Hospitality00:03:49 The Fueling Power of Praise & Criticism00:13:20 Redefining Hospitality in Any Industry00:18:18 Creativity: Inviting People Into Your Imagination00:22:11 The UPS Store & Chewy: Systemizing Magic00:35:45 The Cognac Check Drop at Eleven Madison Park00:44:10 Scheduling Creativity & Collaboration00:49:07 Moving to Nashville & Embracing Messiness00:58:27 Reading the Room: One Size Fits One01:06:48 Systemized Magic: The Tiffany Engagement Flutes01:08:32 The Miles Davis Approach to Restaurants01:18:13 The NoMad Chicken & The Red Team01:28:59 Customer Recovery as Your Best Marketing01:32:36 Seth Godin's Girl Scout Cookie Advice01:35:35 Danny Meyer & The Power of Language01:46:34 Do Not Ruin a Story With the Facts01:53:08 The Art of Gathering & Designing Events02:00:11 Savannah Bananas: Changing the Rules02:11:03 The Peak-End Rule & Letting Go of Control02:22:35 Confidence, Ego, & Meeting Your Heroes02:30:49 AI in Hospitality: Copilot, Not Autopilot ============================================== ♨️Still bloody HUNGRY? Course ya are. Each week I spend 15 hours writing my newsletter. It'll take you 5 mins to read. Full of wisdom from the biggest names in food and drink. Subscribe here - https://hungryfeast.beehiiv.com/

Joe Stephens just helped close a 49-million-dollar raise at steno. He also became a sommelier on the side. David Cowen sits down with Joe, director of legal solutions, law school professor, and one of the most thoughtful voices in litigation technology, to ask the question that defines this moment: what would you not automate? The answer pulls in John Cage, Unreasonable Hospitality, and why curiosity may be the only truly un-automatable skill left. Key Topics Covered: Service vs. hospitality: The distinction that powers steno's brand and why feel beats commodity What Joe would not automate: Physical connection, hugging his kids, walking the dog John Cage's 4'33": Why four and a half minutes of silence is the hardest piece of music ever composed The sommelier hobby: How Joe spends part of his AI dividend on deep human pursuits Listening and curiosity: The two skills Joe tells his students matter more than any technical knowledge Voice to text vs. pen and paper: Why composing a prompt forces slow thinking Unreasonable hospitality: Why delivering experience — not service — is the central differentiator in legal tech

Most people think hospitality is just about service. Will Guidara believes it's about making people feel seen. In this conversation, Will and I talk about what it really means to care for people well—whether you're leading a team, managing a business, sitting across from someone you love, or just trying to become a better communicator. From turning Eleven Madison Park into the #1 restaurant in the world to helping create the hit show, The Bear, Will shares the mindset that changed everything for him: the smallest moments often leave the biggest impact. We talk about thoughtful criticism, leading with grace, creating team culture, and why the best communicators listen for what people aren't saying. Buy Will's book, Unreasonable Hospitality and the field guide we dug into in today's episode - https://www.unreasonablehospitality.com/books  Leave me a voicemail to be featured on the show! https://www.jeffersonfisher.com/ask-jefferson  Join me on Supercast for ad-free episodes, bonus content, and AMAs: https://jefferson.supercast.com/ Order The Next Conversation Workbook: https://www.jeffersonfisher.com/workbook Thank you to our sponsors: Cozy Earth. Upgrade Your Every Day. Get 20% off at cozyearth.com/jefferson or use code JEFFERSON at check out. Our Place. Visit https://fromourplace.com/JEFFERSON and use code JEFFERSON for 10% off sitewide. Upwork. Visit https://Upwork.com right now to post your job for free and connect with expert freelancers who can help you grow faster without adding full-time overhead. BetterHelp. Click https://betterhelp.com/jeffersonfisher for a discount on your first month of therapy. Order my book, The Next Conversation, or listen to the full audiobook today. Like what you hear? Don't forget to subscribe and leave a 5-star review! Suggest a topic or ask a question for me to answer on the show!  Want a FREE communication tip each week? Click here to join my newsletter.  Join My School of Communication Watch my podcast on YouTube  Follow me on Instagram  Follow me on TikTok Follow me on LinkedIn Learn more about your ad choices. Visit megaphone.fm/adchoices

What's the secrets to unreasonable hospitality? That's what I wanted to find out when I sat down with Will Guidara and Brian Canlis. Will spent over a decade running Eleven Madison Park, the restaurant voted number one in the world, and Brian is the force behind Canlis in Seattle, one of the most respected fine dining institutions in the country. Their insights on hospitality extend far beyond the restaurant world, and I was particularly struck by how they've systematically approached building meaningful connections, both online and off. Their approach to "unreasonable hospitality" has completely reshaped how I think about every customer touchpoint in my own business, and there are so many actionable ideas here for any creator or entrepreneur.Timestamps:00:00 Introduction01:07 How Will and Brian started working together03:07 The first big project they worked on04:47 Brian's "friend internship" and meeting his wife05:56 Brian's career running Canlis08:26 The vision for their current business14:16 Shifting from consulting to creative studio16:18 The broad applicability of hospitality30:53 Chewy's pattern recognition and customer experience35:16 "What would have to be true?" for seemingly impossible goals45:40 Mapping every tiny guest interaction54:19 The value of "fresh eyes" and notebook feedback1:07:47 Why doing the "right thing" matters long-term1:09:15 The 95/5 rule for managing resources1:11:49 Opportunities to elevate the Kit platform experience1:15:16 Making powerful tools accessible and fun1:18:18 Celebrating user milestones and personalized momentsIf you enjoyed this episode, please like and subscribe, share it with your friends, and leave a review. I read every single one.Learn more about the podcast: https://nathanbarry.com/showFollow Nathan:Instagram: https://www.instagram.com/nathanbarryLinkedIn: https://www.linkedin.com/in/nathanbarryX: https://twitter.com/nathanbarryYouTube: https://www.youtube.com/@thenathanbarryshowWebsite: https://nathanbarry.comKit: https://kit.comFollow Will:Website: https://unreasonablehospitality.comThe Field Guide: https://uhthefieldguide.comInstagram: https://www.instagram.com/wguidaraLinkedIn: https://www.linkedin.com/in/willguidaraFollow Brian:Website: https://unreasonablehospitality.comInstagram: https://www.instagram.com/bcanlisLinkedIn: https://www.linkedin.com/in/brian-canlis-2820122a6Featured in this episode:Kit: https://www.kit.comUnreasonable Hospitality: https://unreasonablehospitality.comUnreasonable Hospitality Field Guide: https://uhthefieldguide.com

Remarkable customer experiences don't happen because someone on your team happened to be in a good mood. They happen when a business decides, in advance, how people should feel at every step. Without that kind of intention, even great companies become forgettable. So how do you design moments customers actually remember and share?   In this episode, Donald Miller sits down with Will Guidara, author of Unreasonable Hospitality, to talk about how business owners can turn everyday transactions into memorable moments. Will explains why hospitality is not just for restaurants, how systems can teach your team what "right" looks like, and how his new field guide helps companies build teams, create a culture of excellence, and deliver magic in a deliberate, repeatable way. Listen in to learn how to make customers feel seen and turn that into a competitive advantage.   Learn from Will: Will Guidara / Unreasonable Hospitality https://www.unreasonablehospitality.com/ Unreasonable Hospitality The Field Guide https://uhthefieldguide.com Pre-Meal Newsletter https://www.unreasonablehospitality.com/premeal   If you want help creating messaging that drives sales, attend the next StoryBrand Your Business Live workshop for direct teaching from Don and hands-on guidance from a StoryBrand certified marketing Guide:    https://storybrand.com/live/?utm_medium=podcast&utm_source=podcast&utm_campaign=sbyourbusiness&utm_term=sbpod&utm_content=SB_workshop   Buy the updated Building a StoryBrand 2.0  https://storybrand.com/building-a-storybrand-book-new/?utm_medium=podcast&utm_source=podcast&utm_campaign=basb2.0&utm_term=sbpod&utm_content=BASB2.0  

Will Guidara is the author of the New York Times Bestseller, “Unreasonable Hospitality.” He is the former co-owner of Eleven Madison Park, which under his leadership was named the Best Restaurant in the World. He is the host of The Welcome Conference, a Co-Producer on the Emmy Award-winning series “The Bear,” and is a recipient of the Wall Street Journal Innovator Award. He is also the author of the book, “Unreasonable Hospitality: The Field Guide.” In this episode we discuss the following: When Will's restaurant ranked 50th out of the World's 50 Best Restaurants, he leaned on something his dad taught him: adversity is a terrible thing to waste. That night, he wrote two words on a napkin—Unreasonable Hospitality. And just a few years later Will achieved his goal of  becoming number one in the world. What stands out most isn't just the turnaround—it's the insight behind it: excellence isn't just about what we deliver; it's about how we make people feel. Will realized that the real differentiator was the experience. It was “one size fits one.” It was DreamWeaving. It was an obsession with the human side of every interaction. DreamWeaving was buying sleds for a family whose kids were seeing snow for the first time so that their after meal activity could be sledding for the first time in Central Park or creating beach scenes in the private dining room for a couple who was only there because their beach vacation got canceled. So often the people who achieve at a high level do so by being a little unreasonable. Never let a gracious impulse pass. We all have small instincts to do something thoughtful and too often, we ignore them. But that's where the magic is. Hospitality, at its best, is being creative and intentional in pursuit of relationships. And even something as simple as asking our guests to really listen isn't an imposition. It's a gift. No detail is too small to be poured into. Especially when it comes to valuing people.

In this episode, Jim Gordon, owner of Peninsula Prime in Cornelius, joins the podcast to share how 2025 became a pivotal turnaround year for the upscale steakhouse. After taking full operational control in January 2025, Jim and his wife Robin rebuilt the restaurant from the ground up — starting with aesthetics, modernizing systems and processes, and redefining the brand's identity.Jim opens up about the three pillars now guiding Peninsula Prime: hospitality, quality, and community. He shares how the book Unreasonable Hospitality by Will Guidara shaped his approach, why he spent six months listening to guest feedback before rewriting the menu, and how new GM Dawn Serens is helping elevate the entire team.Whether you're a longtime Peninsula Prime guest or new to Lake Norman, this conversation offers a behind-the-scenes look at what it takes to turn around a beloved restaurant — and do it with heart.Visit Peninsula Prime: 18665 Harborside Dr, Cornelius, NChttps://www.peninsulaprimelkn.com/The Best of LKNhttps://thebestoflkn.com/Hosted by:Jeff Hammhttps://lknreal.com/Powered by:https://aidawerks.com/Support the show

The Brewers Association's Craft Brewers Conference (CBC) rolled into Philadelphia this week – and so did the Brewbound Podcast On Location Studio. In this episode of the Brewbound Podcast, the team shares their early reads on a week in which the vibes seem high compared to previous years.  Zoe recaps the opening keynote speech by Unreasonable Hospitality author and former restaurateur Will Guidara, including his hyper-experiential approach to customer service and what a "dream weaver" is and whether you should be concerned that your server is eavesdropping on you.  But first, Justin provides details on Firestone Walker and Duvel USA striking an agreement to acquire the Stone Brewing brand and four California taprooms from Sapporo USA – just under four years after the Japanese brewing giant acquired the San Diego craft brewery.  Justin, Jess and Zoe dig into what the deal means for craft market share in California, how the combined company plans to approach distribution and which taprooms are on the move, as well as what this means for Sapporo in the U.S. and what happens with the Escondido production brewery.  The trio also share takeaways from Brewbound's party at Love City Brewing. 

If your customers forget you, they won't come back. In this episode, Will Guidara joins Dave Ramsey to show you how to turn ordinary interactions into unforgettable experiences that build loyalty, drive referrals, and make your business the obvious choice.  Next Steps:

Today's guest is Will Guidara, author of the New York Times Bestseller Unreasonable Hospitality and former co-owner of Eleven Madison Park, which was named the Best Restaurant in the World. He is a Co-Producer on the Emmy Award-winning series The Bear. His new book, Unreasonable Hospitality: The Field Guide comes out this month. In today's episode, Will discusses how unreasonable hospitality can turn routine service into memorable human connection. He explains why unreasonable hospitality is less about grand gestures and more about intentionality, creativity, and empowering teams to take ownership of memorable customer experiences. To close, Will shares how small acts of care can transform relationships, culture, and loyalty across financial services. (0:00) Starts (2:28) Will Guidara on Unreasonable Hospitality (8:18) Implementing this philosophy in your organization (17:11) The importance of admitting mistakes (26:15) Examples of unreasonable hospitality (37:37) Will's conferences ----- Sponsor: To learn more about CAOS, read the Fund's prospectus and important information, visit: ⁠funds.alphaarchitect.com/caos ----- Follow Meb on X, LinkedIn and YouTube For detailed show notes, click here To learn more about our funds and follow us, subscribe to our mailing list or visit us at cambriainvestments.com ----- Follow The Idea Farm: X | LinkedIn | Instagram | TikTok ----- Interested in sponsoring the show? Email us at Feedback@TheMebFaberShow.com ----- Past guests include Ed Thorp, Richard Thaler, Jeremy Grantham, Joel Greenblatt, Campbell Harvey, Ivy Zelman, Kathryn Kaminski, Jason Calacanis, Whitney Baker, Aswath Damodaran, Howard Marks, Tom Barton, and many more.  ----- Meb's invested in some awesome startups that have passed along discounts to our listeners. Check them out here!  ----- Editing and post-production work for this episode was provided by The Podcast Consultant (https://thepodcastconsultant.com). Learn more about your ad choices. Visit megaphone.fm/adchoices

Free 6-step course for scaling STR operators: https://level.strsecrets.com/pc-bookSTR Secrets FB group: https://www.facebook.com/groups/STRentalsecretsE just got back from the Unreasonable Hospitality Summit in Nashville — and this solo episode is his full recap.Will Guidara wrote Unreasonable Hospitality during COVID. He took Eleven Madison Park from a nice restaurant to the #1 restaurant in the world — the only restaurant to ever go from one Michelin star to three in a single year.His philosophy: service is what you do for people. Hospitality is how you make them feel.In this episode E breaks down the biggest lessons from the summit — how to systematize hospitality so your team delivers it consistently, why hiring the person over the resume matters more than you think, how to build a culture of praise and feedback that makes teams want to grow, and why the magic moments your guests remember are never accidental.He also tackles the AI question head on: the answer is not cutting your team — it is repurposing them to create more human moments in a world where genuine connection is becoming a scarce resource.The episode closes with the question Will Guidara asked the room that E says called him to greatness: "What would you attempt to do if you knew you couldn't fail?"Get the book: Unreasonable Hospitality by Will GuidaraNew book: Unreasonable Hospitality Field Guide (released April 28, 2026)Free 6-step course for scaling STR operators: https://level.strsecrets.com/pc-bookSTR Secrets FB group: https://www.facebook.com/groups/STRentalsecrets

Free 6-step course for scaling STR operators: https://level.strsecrets.com/pc-bookSTR Secrets FB group: https://www.facebook.com/groups/STRentalsecretsE just got back from the Unreasonable Hospitality Summit in Nashville — and this solo episode is his full recap.Will Guidara wrote Unreasonable Hospitality during COVID. He took Eleven Madison Park from a nice restaurant to the #1 restaurant in the world — the only restaurant to ever go from one Michelin star to three in a single year.His philosophy: service is what you do for people. Hospitality is how you make them feel.In this episode E breaks down the biggest lessons from the summit — how to systematize hospitality so your team delivers it consistently, why hiring the person over the resume matters more than you think, how to build a culture of praise and feedback that makes teams want to grow, and why the magic moments your guests remember are never accidental.He also tackles the AI question head on: the answer is not cutting your team — it is repurposing them to create more human moments in a world where genuine connection is becoming a scarce resource.The episode closes with the question Will Guidara asked the room that E says called him to greatness: "What would you attempt to do if you knew you couldn't fail?"Get the book: Unreasonable Hospitality by Will GuidaraNew book: Unreasonable Hospitality Field Guide (released April 28, 2026)Free 6-step course for scaling STR operators: https://level.strsecrets.com/pc-bookSTR Secrets FB group: https://www.facebook.com/groups/STRentalsecrets

When every practice says "excellent care," patients can't tell you apart, and choose based on price. Here's how to build differentiation that makes you the obvious choice. If your website says "patient-centered care" and "experienced physicians," congratulations — so does every one of your competitors. In this episode, Alisa Conner breaks down why generic messaging is silently costing specialty practices revenue, referrals, and patient loyalty. This is a foundational conversation about what real differentiation looks like and why it matters more now than ever, as AI commoditizes content creation across every specialty. In this episode:  Why clinical excellence is table stakes, not a differentiator The Walmart vs. Tiffany framework for specialty practice positioning Why specificity attracts more patients (the cyclist clinic example) The "outhuman your competition" philosophy and what it looks like in practice Three types of content that create differentiation no AI can replicate A 3-step action plan to start building your differentiation today If you're a practice administrator, physician leader, or healthcare marketer who suspects your messaging sounds like everyone else's, this episode is the place to start. Resources mentioned: Unreasonable Hospitality by Will Godara Full blog post + FAQ Book a free exploratory call Subscribe for weekly strategy content on revenue, referrals, and patient experience.

Jon and Emily are joined by a new voice on the show, Nicole Shibata, who handles marketing, fundraising, and conference planning for Rock. In this conversation, the team covers the most consequential three months in AI since ChatGPT launched. They talk about what shipped in the industry, why the rapid pace matters, and what church leaders need to do about it now.Emily then unpacks Will Guidara's Unreasonable Hospitality to understand how service is different than hospitality. This is where ministries have a unique opportunity to lead because Rock empowers churches with the tools they need to intentionally care for people. The real question is whether those tools are being used to create moments that are unexpected, meaningful, and unforgettable.Visit the show notes to find all the resources talked about in this episode. Don't forget to join the new Rock Cast Rocket Chat Channel to see what other churches are saying about this episode. Hosted on Acast. See acast.com/privacy for more information.

After working front-of-the-house roles at fine dining restaurants in New York City like Carbone, Baboo, and the Grill, Adam Reiner has seen all sorts of dining behavior. He'd like to help improve the dining experience for both diners and restaurants. His book "The New Rules of Dining Out" explores how diners can be active participants in the dining experience and start to see themselves as partners, not just patrons. It is both an obvious idea and a radical one. Of course, diners play a role in their dining experience, but many modern hospitality guides, like those from Will Guidara and Danny Meyer, put so much of the responsibility on the restaurant. Through his book and his conversation with guest host Gloria Dawson, Reiner argues that diners need a better understanding of how restaurants work and should stop having unrealistic expectations for a meal out. Books like “Unreasonable Hospitality” and “Setting the Table” spread “this idea that restaurants should be these life-changing experiences,” Reiner said. “Restaurants shouldn't be life-changing experiences; they should be life-affirming experiences. If we've gotten to the point where life-affirming isn't enough, then that's to me where there's a problem.”

My new book is The Price of Becoming. To order, go to www.LearningLeader.com/Becoming This is brought to you by Insight Global. If you need to hire one person, hire a team of people, or transform your business through Talent or Technical Services, Insight Global's team of 30,000 people around the world has the hustle and grit to deliver. My Guest: Will Guidara is the former co-owner of Eleven Madison Park, the restaurant he took from a struggling two-star establishment to become the number one restaurant in the world. He's the author of the New York Times bestseller Unreasonable Hospitality, the host of the Welcome Conference, and a co-producer on the Emmy award-winning series The Bear. Notes: Key Learnings "Obsession is a beautiful thing when you can grab it by the tail." This quote is from chef Sean Brock when he opened his pizza place in Nashville. For Will, obsession is when you care so much about something that you give all of yourself to bring its most fully realized version to life. What obsession means to Will: "Loving with every ounce of my being the pursuit of something."  He can't imagine a life where he doesn't have something to be obsessed about. When you lose yourself in the pursuit of something, that's when it gets ugly. Obsession is a beautiful thing if you can grab it by the tail. For those that can't, it becomes ugly. You need to hold onto yourself while obsessively pursuing whatever it is. Find a hobby to be obsessed with before you retire. Will is 46 and has seen people he's long looked up to finally retire in their late seventies without a hobby they're obsessed with. They're feeling listless and without purpose. He's thinking about this now for his future: start to become obsessed with a hobby so that when you do one day retire, there's something else to fall into. "Adversity is a terrible thing to waste." You cannot always control what life throws at you, but you can always control how you react to those things, what you choose to learn from them, how you allow them to fuel your competitive spirit, the perspective you glean from those moments. Allow yourself and your team to feel the weight of the disappointment. When there's a moment of adversity, leaders hear "adversity is a terrible thing to waste" and immediately shift into cheerleader mode. That is not the right thing to do. You need to allow yourself to be as human as humanly possible, and give your team the grace to fully feel the weight of that disappointment.  Sometimes adversity sucks, and you just need to be able to say, "This sucks. I don't feel good. I feel bad. Let's feel bad for a moment." Suffer together. When your team is going through adversity, you want to know that your leader thinks it sucks, too. It's good to feel bad alongside a community, but then after a measure of time, that's when you say, okay, now how do we grow from this? How do we use this to compel us forward? Be thankful for the tough moments. Will can look back at every tough moment with gratitude. The girl who broke his heart two years before he met his now wife, he's so grateful that she did. Breaking up with his business partner and selling his restaurant company felt like the worst thing ever, but he wouldn't have written Unreasonable Hospitality had that not happened. "Who is a restaurateur without restaurants?" COVID forced Will to find the space to decide what he wanted to do next. When he sold the company, two days later, he had a full-blown identity crisis. COVID gave him the gift of forcing him to find the space to decide what he wanted to do next, as opposed to running back to do the thing he'd always done. Team first. "The best way to make sure that you are taking care of your customers is to start by taking care of your team." This is what Will learned from Danny Meyer. The power of language to define a culture. How beautiful and impactful it is when you take the time to clearly and succinctly articulate your values through language. Danny spoke in "isms." Every time he gave them an ism, it was clear that thing mattered to him, so it needed to matter to the team as well. Cult is short for culture. Will's friends from college joked that he worked for a cult, but cult is short for culture. The funny thing is, they worked for companies that lacked a culture. Every great team feels a little cultish, and that's because of the leader. Hospitality is the advantage. The only competitive advantage that exists over the long term comes through hospitality. Every company is trying to identify its competitive advantage: what is the thing about the business that will prevent someone else from coming in and taking away its customers? Those conversations almost always center around the quality of the product or the strength of the brand. Here's the thing: it does not just matter how good the product is, and it does not just matter how strong the brand is, because eventually someone's going to come around and build a better product or create a stronger brand. Relationships matter. Hospitality comes through consistently, generously, and creatively investing in relationships. Those take a long time to build, and if you build them in the right way, the loyalty you will earn takes a very long time to erode. McDonald's vs. Chick-fil-A. The hospitality difference. McDonald's does some of the coolest marketing things in the world. Their product is consistent, and there was probably a season for a very long time where they were the best burger chain out there. Compare that to Chick-fil-A: if you ask 10 people who makes a better chicken sandwich, a lot of people would say other people make better chicken sandwiches than Chick-fil-A. But people are still loyal to Chick-fil-A, not because of the brand, not because of the product, but because of the way that they make people feel. Little gestures go a long way. Chick-fil-A does things like "my pleasure" and refilling your drinks in the dining room. These little gestures go a long way because we are much less likely to leave one company and go to another, even if the other company is better priced and the product is a little bit better. Food is just a conduit through which to express hospitality. As many stories as you hear about Chick-fil-A doing little and big things to make people feel seen, you don't hear those stories about McDonald's. And that's not an accident. One company has chosen to invest all of itself in pursuit of that. The other one has not. If you're in the business of serving other people, these opportunities exist for you in an endless way. Find the smallest touchpoints. Every experience you're serving is filled with lots of big and little touchpoints. The problem is so many companies focus on only the most obvious touchpoints without realizing that there is impact to be made with each one of them.  Hospitality is a craft, a muscle that you can strengthen. Will created the Welcome Conference because he wanted someone who was a server at a restaurant who had dreams to own their own restaurant to have a place where they could learn about the craft of hospitality. What you can't afford to do with money, you can afford to do with time. Will can't afford the kind of speaking fees that people who inspire others on stage at his conference deserve, so he came up with a more creative way to show appreciation: a dinner the night before. It's about community, because the people who take that stage have the responsibility to create the conditions through which attendees can come together and form community. And it's impossible to form a community for others until you first feel a sense of community amongst yourselves. There needs to be a good reason for the event to exist. Will created the Welcome Conference years ago because there were chef conferences all over the world, and he was always the only dining room person speaking at them. He wanted a place for the dining room people to have community. Gift bags are a terrible idea. People think the more they put in the bag, the more hospitable they are. It's usually junk. "I look at something, design the version of that I wish existed, work obsessively to bring that vision to life, and then welcome others into my imagination."  What makes a great conference is meeting the people at those events. The best events are about the people in between the meetings. That time matters. Energy in a room is so important. Will is one of the most extroverted people in the world, but if he walks into a cocktail party and he doesn't know anyone, he seizes up. He doesn't like it. He likes to be around people he knows. Be a connector. A month before Will's event, he realized many people were coming alone, which he wasn't expecting. They sent an email to all of them and said, "We saw that you're coming alone. We have an idea. If you'd like to meet some people, let us know." They set up dinner reservations at Will's favorite restaurants in Nashville and did some matchmaking. Those 40 people ended up coming into the beginning of the conference the next day already like this one big, awesome community. Make the "yes" as easy as possible.  Will gets Emmy screeners, and some people send DVDs (which he doesn't have a player for), while others send QR codes, which make it very easy to watch. The lesson: make it easy for people to say yes to what you're offering. Shop your own business. Stay in your own hotel. Until you've actually been on the receiving end of whatever you're serving, you have an inability to see all the things you're doing wrong or the opportunities you have to do more things right. "Never let a gracious impulse pass." There's the devil and angel on your shoulder. The devil will tell you how hard it will be. Don't listen to that. If you are going to shop your own business, when an idea pops up, do something about it. Get out of the sea of mediocrity. The Unreasonable Hospitality Guide is the "how." There are exercises on how to build a team, how to build a culture of hospitality, how to work with your team to create magic, daily huddles to move the needle, the dreamweaver concept, etc. "I've never once regretted caring more. I have regretted not caring enough." People can't always notice things, but they can feel it. Reflection Questions What are you obsessed with? If you had to retire tomorrow, what hobby would you fall into? If you don't have one, what can you start becoming obsessed with now? What adversity are you currently facing? Have you allowed yourself and your team to fully feel the weight of that disappointment before shifting into problem-solving mode? Map out every single touchpoint in your customer experience. Which ones is nobody else thinking about? How can you make those more awesome? More Learning #545 - Will Guidara: The Remarkable Power of Giving People More Than They Expect #372 - Will Guidara: The Nobility of Service Podcast Chapters 01:00 The Price of Becoming 02:16 The Correlation of Obsession and Excellence 08:06 Adversity Is Fuel 11:38 COVID Identity Reset 15:19 Lessons From Danny Meyer 20:36 The Hospitality Advantage 26:01 Touchpoint Experience Audit 28:55 Welcome Conference Preview 30:44 Creating Community Over Dinner 32:02 Creating A Magical Event  33:35 Why Events Must Exist 35:30 Designing Hospitable Touchpoints 40:42 Make It Easy To Say Yes 45:58 Never Let a Gracious Impulse Pass 47:29 Unreasonable Hospitality Field Guide: The How To 51:20 Obsession, Care, And Excellence 55:53 EOPC

If you've ever been the only fundraiser in the room running the gala and fielding board questions about why an auction underperformed, today's guest has been exactly where you are. Andrew Edwards spent years on the front lines of nonprofit fundraising, from coaching small shops, to scaling 60+ events nationally at the Epilepsy Foundation.In this episode, we're getting into what helps small teams focus, larger teams scale, and fundraisers at every level work smarter, how to make the case for attending a conference (even with limited budgets), why investing in your team pays off, and how to approach networking and planning so you don't waste the opportunity!Resources & LinksCheck out one of my favorite books, Unreasonable Hospitality by Will Guidara. Bloomerang is the proud presenter of Missions to Movements. Bloomerang is the trusted, all-in-one giving platform that connects your data, streamlines your systems, and helps your mission go further. Learn more at bloomerang.com.If you're building a movement, join Bloomerang's GiveCon in St. Louis May 15-17 to learn what's working right now in donor retention, AI, major gifts, recurring revenue, and community-driven campaigns. Register now and use code M2M to save $200!The Monthly Giving Builder: Generate your comprehensive monthly giving plan and build your program step by step - with a guided companion working alongside you from start to finish. Let's Connect!Send a DM on Instagram or ...

On this episode of Currently Reading, Kaytee and Meredith are discussing: Bookish Moments: books that grow as we read and book festival serendipity Current Reads: all the great, interesting, and/or terrible stuff we've been reading lately Deep Dive: partaking in bookish traditions Before We Go: our new segment featuring bookish friend posts and a sleeper hit brought by Meredith Show notes are time-stamped below for your convenience. Read the transcript of the episode (this link only works on the main site). . . .   1:31 - Bookish Moments of the Week 2:46 - Red Winter by Cameron Sullivan 5:40 - All Systems Red by Martha Wells 5:49 - Sandwich by Catherine Newman 5:50 - Wreck by Catherine Newman 7:02 - Birding with Benefits by Sarah T. Dubb 7:03 - Honey Bee Mine by Sarah T. Dubb 8:02 - Current Reads 8:34 - The Inn at Penglas Cove by Lauren Westwood (Meredith) 13:08 - The Man Who Died Seven Times by Yasuhiko Nishizawa (Kaytee) 17:37 - The 7 ½ Deaths of Evelyn Hardcastle by Stuart Turton 18:04 - Wrong Place Wrong Time by Gillian McCallister 18:34 - The Extra by Annie Neugebauer (Meredith) 19:05 - Book Talk, Etc 20:08 - Talking Scared Podcast w/ Annie Neugebauer 23:50 - Unreasonable Hospitality by Will Guidara (Kaytee) 24:01 - CR Season 7: Episode 16 29:10 - @wguidara on Instagram 29:34 - The Murder at World's End by Ross Montgomery (Meredith) 31:35 - An Unlikely Story 33:24 - The Tainted Cup by Robert Jackson Bennett 34:27 - How to Solve Your Own Murder by Kristen Perrin 35:36 - The Everlasting by Alix E. Harrow 36:18 - Waterstones 39:15 - Outlander by Diana Gabaldon 39:24 - The Ten Thousand Doors Of January by Alix E. Harrow 40:24 - Deep Dive: Our Reading Traditions 45:27 - The Lion, The Witch, and the Wardrobe by C.S. Lewis 45:29 - Harriet the Spy by Louise Fitzhugh 45:32 - Beauty by Robin McKinley 48:47 - BookPage 49:23 - Before We Go Kaytee highlights a bookish friend post 49:37 - The Better Mother by Jennifer van der Kleut Meredith brings a sleeper hit 51:09 - The Gift of Fear by Gavin de Becker   Support Us: Become a Bookish Friend | Grab Some Merch Shop Bookshop dot org | Shop Amazon Bookish Friends Receive: The Indie Press List with a curated list of five books hand sold by the indie of the month. March's IPL is brought by our lovely friends at An Unlikely Story in Plainville, MA. Love and Chili Peppers with Kaytee and Rebekah - romance lovers get their due with this special episode focused entirely on the best selling genre fiction in the business All Things Murderful with Meredith and Elizabeth - special content for the scary-lovers, brought to you with the behind-the-scenes insights of an independent bookseller From the Editor's Desk with Kaytee and Bunmi Ishola - a quarterly peek behind the curtain at the publishing industry The Bookish Friends Facebook Group - where you can build community with bookish friends from around the globe as well as our hosts Connect With Us: The Show: Instagram | Website | Email | Threads | Substack | Youtube The Hosts and Regulars: Meredith | Kaytee | Mary | Roxanna Production and Editing: Megan Phouthavong Evans Affiliate Disclosure: All affiliate links go to Bookshop unless otherwise noted. Shopping here helps keep the lights on and benefits indie bookstores. Thanks for your support!

Most restaurants have a major problem.  Paying the bill.  Give the bill too early, and the customer feels rushed. Too late, and they feel ignored.  To solve this problem (and many more), Will Guidara turned to behavioural science.  And his solution helped his restaurant become the world's best. ---  Listen to the bonus episode: ⁠https://nudge.kit.com/aeea58886f⁠  Will's book Unreasonable Hospitality: ⁠https://amzn.to/4tPrMl8⁠  Will's new book The Field Guide: ⁠https://amzn.to/3Orq1u0⁠  Will's newsletter, Pre-Meal: ⁠https://www.unreasonablehospitality.com/premeal⁠ Unlock the Nudge Vaults: ⁠https://www.nudgepodcast.com/vaults⁠ Join 10,728 readers of my newsletter: ⁠https://www.nudgepodcast.com/mailing-list ⁠ Connect on LinkedIn: ⁠https://www.linkedin.com/in/phill-agnew/⁠ --- Today's sources: Kahneman, D., Fredrickson, B. L., Schreiber, C. A., & Redelmeier, D. A. (1993). When more pain is preferred to less: Adding a better end. Psychological Science, 4(6), 401–405.  Shotton, R. (2023). The illusion of choice: 16½ psychological biases that influence what we buy. Harriman House. Strohmetz, D. B., Rind, B., Fisher, R., & Lynn, M. (2002). Sweetening the till: The use of candy to increase restaurant tipping. Journal of Applied Social Psychology, 32(2), 300–309.

In Episode 321, Sean and Andy wrap up a last handful (for now!) of listener questions, touching on routines for decompressing after a show and re-entering “civilian” life, balancing long work days and/or travel with coming home, talk a little bit about day rates, and then dig into one of Sean's long-standing business book recommendations, Will Guidara's Unreasonable Hospitality, and how both business owners and freelancers can take the lessons from that book to heart in the live audio and event world to build better relationships with clients and customers!Episode Links:Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, by Will GuidaraEpisode 321 TranscriptConnect with the community on the Signal To Noise Facebook Group and Discord Server. Both are spaces for listeners to create to generate conversations around the people and topics covered in the podcast — we want your questions and comments!Also please check out and support The Roadie Clinic, Their mission is simple. “We exist to empower & heal roadies and their families by providing resources & services tailored to the struggles of the touring lifestyle.”The Signal To Noise Podcast on ProSoundWeb is co-hosted by pro audio veterans Andy Leviss and Sean Walker.Want to be a part of the show? If you have a quick tip to share, or a question for the hosts, past or future guests, or listeners at home, we'd love to include it in a future episode. You can send it to us one of two ways:1) If you want to send it in as text and have us read it, or record your own short audio file, send it to signal2noise@prosoundweb.com with the subject “Tips” or “Questions”2) If you want a quick easy way to do a short (90s or less) audio recording, go to https://www.speakpipe.com/S2N and leave us a voicemail there.

Brewers Association president and CEO Bart Watson believes the Craft Brewers Conference works best when it's "the big-tent event that everybody is coming to and connecting with."   On the latest edition of the Brewbound Podcast, Watson explained that he views the largest annual gathering of craft brewers (April 20-22 in Philadelphia) in four buckets: Commerce via the BrewExpo trade show, where brewers connect with suppliers and learn about trends; Education, with a host of new voices on the speaker roster this year; Networking, with a more intentional approach and dedicated sessions; And fun.  "CBC should be that week where you do all four of those things," he said. "But you come back recharged, energized with new ideas, new energy."   The BA's membership base is primarily made up of brewpubs and taprooms, making hospitality and customer traffic "the thing that makes or breaks their businesses," he explained.    "Craft is gonna win or lose with people wanting to come into breweries and then having a great experience or not having a great experience," Watson continued.    As such, hospitality will be a key theme of this year's event, and the BA has tapped restaurateur Will Guidara, author of Unreasonable Hospitality, to give the event's opening keynote speech.   "He's like a hospitality business 'Ted Lasso,'" Watson said. "He really brings a spirit and a positivity that is going to be welcomed in craft right now as people try to lean in, do better, grow in what's a challenging time but one where many people are still finding opportunities to thrive."   Watson offered more insights in the interview, including the state of the industry.    Before the interview, Jess and Justin recap a wild week of M&A, including Molson Coors finally nabbing its spirts-based RTD in Monaco/Atomic Brands and a flurry of big distributor consolidations with Southern Glazer's Wine & Spirits, Anheuser-Busch InBev, Reyes Beverage Group and Republic National Distributing Company (RNDC).

As businesses race toward faster systems, smarter tools, and total automation, something critical is getting lost: human connection. And ironically, the rise of AI is making that gap impossible to ignore. In this episode, I sit down with returning guest and close friend Will Guidara, former co-owner of Eleven Madison Park, to explore why humanity is becoming the ultimate competitive advantage in the age of AI. Will helped transform a restaurant into the best in the world, not by reinventing the food being served, but by reinventing the experience around it. He calls this philosophy "Unreasonable Hospitality," which is the practice of going beyond what's expected or required to make someone feel genuinely seen, valued, and cared for to create a memorable human experience. He argues that in a world where people expect excellence, the real differentiator is care. And Will isn't alone in this belief. His book Unreasonable Hospitality, which I'm the proud publisher of, is a global bestseller. And his follow up book, Unreasonable Hospitality: The Field Guide, comes out April 28, 2026. In this conversation, Will and I unpack why human value will continue to rise in an automated world, how the smallest moments of care can create lasting loyalty, how we can turn automation's efficiency into better experiences, and why the things that matter most in our lives are the hardest to measure. And fair warning, Will and I do giggle our way through some of this conversation about why technology can't replace human connection, the hidden cost of achievement, and a story about how a single piece of Basque cheesecake delivered to a hotel room is a gesture thoughtful enough to make someone feel seen. That's just the kind of friendship we have. So if you're wondering how to stand out and live a more meaningful life in a world increasingly shaped by AI… and share a laugh with us… this is a conversation for you. This… is A Bit of Optimism. --------------------------- To stay in the loop with Will or purchase his best-selling book Unreasonable Hospitality, head to: https://www.unreasonablehospitality.com/ If you'd like to pre-order Unreasonable Hospitality: The Field Guide, out April 28, 2026, check out: https://uhthefieldguide.com/ ---------------------------

Are your clients truly feeling valued beyond the work you deliver, or are they simply checking boxes with your agency? In this episode of The Agency Blueprint podcast, we challenge you as an agency owner to rethink client retention by focusing on the emotional experience you create. We discuss how genuine loyalty is forged through intentional, human-centered interactions that make clients feel seen, appreciated, and emotionally connected to your agency. Don't miss this episode to learn more about practical strategies for creating systems that encourage spontaneity and meaningful engagement. Key Questions: [00:55] How intentionally are you shaping the experience your clients have with you beyond deliverables? [05:26] When was the last time you made a client feel seen through a personal, unexpected gesture that wasn't tied to business? [15:29] What small, unexpected business gestures could you integrate to create delight for your client without increasing costs? [18:57] How can you systemize intentionality without making your interactions feel robotic or predictable? What You'll Discover: [01:13] A transformative excerpt from Unreasonable Hospitality, a moving story that reframes service as a chance to create emotional connection. [03:04] The idea that deliverables are the baseline and that real loyalty comes from connection, relationship, and emotional resonance. [04:11] Understanding what sets one agency apart from another is the experience clients have, not the quality of work alone. [05:02] How personalized gifts and meaningful gestures show clients they are truly seen and build deep trust. [06:36] The modern challenge of digital disconnection, making room for agencies to stand out through genuine human attention. [07:57] Generational differences in communication and why authentic, real-world connection feels increasingly refreshing and rare. [09:54] Stop sending generic, mass-produced gifts and replace them with deeper personalization that goes beyond branded merch. [11:25] Creative milestone-based gift ideas that show clients you pay attention to their lives, not just their KPIs. [13:19] How exceptional experiences create advocates who stay with you across roles and refer you across companies. [15:29] Business-focused surprise-and-delight ideas like bonus insights and proactive work that exceeds the scope. [16:49] The emotional psychology in the first 100 days and how to reduce client anxiety through thoughtful touchpoints. [18:57] How to operationalize intentionality without making it feel robotic, keeping the magic alive.

There comes a point in so many creative careers where what once felt exciting starts to feel heavy. The work may look successful from the outside, but internally, something feels off. In this episode of Play It Brave, I'm joined by photographer Raphaëlle Granger for an honest conversation about what it really looks like to outgrow a brand, walk away from work that no longer fits, and rebuild from a deeper place of artistic truth. Raphaëlle shares her journey from building a successful adventure elopement brand to realizing that the work she had carefully created no longer aligned with who she was. What followed wasn't just a rebrand, but a full creative reinvention rooted in intuition, artistry, emotion, and a desire to tell richer, more human stories. We talk about the difference between building a brand that performs well and building one that actually feels like home. We get into curation, luxury branding, portfolio editing, client alignment, and the courage it takes to stop shooting what you think you should shoot in order to make space for the work your soul is actually drawn to create. In this episode, we discuss: Raphaëlle's transition from adventure elopements to multi-day luxury weddings How burnout can be a sign that your brand no longer fits Why rebranding is often more about alignment than aesthetics How to know when it's time to let go of an old brand What luxury clients are really looking for in a photographer and brand experience How to curate your portfolio more ruthlessly and stop diluting your work Why "less is more" is such an important principle in luxury branding How Raphaëlle communicates her artistic process to clients before they book Why studying luxury hospitality, design, and psychology can elevate your brand The importance of trusting your artistic voice instead of following trends What I loved about this conversation is how deeply Raphaëlle trusts her own eye now. She's not chasing what wedding photography is supposed to look like. She's building a brand that is specific, soulful, elevated, and unmistakably hers. If you've been feeling the tension between what's working and what's actually right, I hope this episode gives you permission to pause, reassess, and listen more honestly to what your work is asking of you. Meet Raphaëlle Raphaëlle Granger is an award-winning wedding photographer known for her refined documentary approach and her ability to capture the in-between moments that hold the most meaning. Named one of Rangefinder's 30 Rising Stars of Wedding Photography, her work spans Canada, Europe, and beyond, serving couples who value presence, artistry, and legacy. In addition to her photography, Raphaëlle is the co-founder of Les Annexes, an educational platform created to redefine support for wedding creatives through curation, communication, and visibility. Her mission is to guide artists not only in refining their craft but in building enduring legacies that resonate across markets and generations. Connect with Raphaëlle & Resources Raphaëlle's WebsiteRaphaëlle's InstagramAcétate La Boite (Raphaëlle's brand designer)Unreasonable Hospitality by Will GuidaraThe Luxury Strategy by Jean-Noël Kapferer and Vincent Bastien Click here for more ways to listen to this episode.

Will Guidara is the author of Unreasonable Hospitality and the soon to release Unreasonable Hospitality: The Field Guide. Unreasonable Hospitality has become a New York Times bestseller and a business bible for elevating customer experiences. Will was co-owner of Eleven Madison Park alongside Danny Meyer when the restaurant ascended to #1 in the world, the co-producer of Emmy Award-winning streaming series The Bear, host of the Welcome Conference, and advisor to business leaders ranging from professional sports to financial services on the delivery of hospitality as a primary business strategy. Our conversation explores the operating principles of "unreasonable hospitality" across the identification and enhancement of customer experiences. Will describes operationalizing exceptional service, finding magic in repeated touchpoints, building teams that embrace hospitality, and leading others through vulnerability. Once in a while, I share a conversation outside of managers or allocators designed to help you level-up your performance and business. From the day I met Will several years ago, I knew he could do just that from his valuable insights and colorful stories.   Learn more about our Strategic Investments: Ascension.   Learn More Follow Ted on Twitter at @tseides or LinkedIn Subscribe to the mailing list Access Transcript with Premium Membership     Editing and post-production work for this episode was provided by The Podcast Consultant (⁠https://thepodcastconsultant.com⁠)

Will Guidara is the co-founder and restaurateur behind the world's best restaurant.  But Will's not a standard restaurateur. He didn't just focus on creating the best food.  He used psychology and behavioural science to build the best experience.  Listen to learn how his restaurant became #1 by using anchoring, reciprocity and many more psych principles. ---  Listen to the bonus episode: https://nudge.kit.com/aeea58886f  Will's book Unreasonable Hospitality: https://amzn.to/4tPrMl8  Will's new book The Field Guide: https://amzn.to/3Orq1u0  Will's newsletter, Pre-Meal: https://www.unreasonablehospitality.com/premeal Unlock the Nudge Vaults: https://www.nudgepodcast.com/vaults Join 10,728 readers of my newsletter: https://www.nudgepodcast.com/mailing-list  Connect on LinkedIn: https://www.linkedin.com/in/phill-agnew/ --- Today's sources: Mukherjee, A., Smith, R. J., & Burton, S. (2021). The effect of positive anticipatory utility on product pre-order evaluations and choices. Journal of the Academy of Marketing Science, 51, 551–569. Pariyadath, V., & Eagleman, D. M. (2007). The effect of predictability on subjective duration. PLOS ONE, 2(11), e1264.

Patients may assume you're highly trained, but what they're often looking for first is reassurance that you genuinely care. In this episode of Everyday Oral Surgery, host Dr. Grant Stucki welcomes return guest Dr. Richard Akin, an oral and maxillofacial surgeon practicing in Louisiana, for a thoughtful conversation on the science of empathy in clinical care. Together, they explore how warmth and presence can shape patient trust even more than perceived competence, and how just a minute of focused listening can make a meaningful difference. They share simple ways to build connection, from using a patient's name and sitting at eye level to educating patients as equal partners in care. Dr. Akin also reflects on the emotional weight of this work, the risks of empathy fatigue, and how the right kind of connection may help ease burnout. He offers practical sustainability insights as well, including how adjusting your schedule and building autonomy can support a longer, healthier career. Tune in for a human-centered discussion on why empathy is so important for both patients and providers.Key Points From This Episode:The story behind the phrase “no one cares how much you know until they know how much you care” and how it applies to oral surgery.Why patients assume competence, but seek out signs of genuine care.How 90 seconds of focused listening matters more than prolonged distracted listening.Research on how patients rate warmth and benevolence higher than perceived competence.Ways that surgical bravado can block deeper connection and understanding.Findings on how patient compliance improves when they feel personally cared for.Helping patients feel like informed partners through education and clear choices.Simple connection tools, like using the patient's name and sitting at eye level.Lessons from Unreasonable Hospitality and the practice of truly seeing the patient.How emotional barriers and detachment can contribute to burnout in healthcare.Why the right kind of connection can help relieve clinician burnout.Scheduling and autonomy as keys to long-term energy and sustainability.How connection with patients can lower stress more than rushing through care.Reflections on the modern medical system and transcending transactional care to build more relational, trust-based patient connection.Links Mentioned in Today's Episode:Dr. Richard Akin — https://www.drakin.com/Dr. Richard Akin on LinkedIn — https://www.linkedin.com/in/rick-akin-644aa932/Dr. Richard Akin email — rick@drakin.comFrom Tension to Trust: The Science of Connection in Healthcare (with Dr. Richard Akin) — ‘Empathy: The Human Connection to Patient Care' — https://www.youtube.com/watch?v=cDDWvj_q-o8Unreasonable Hospitality — https://www.amazon.com/Unreasonable-Hospitality-Remarkable-Giving-People/dp/0593418573Being Mortal — https://www.amazon.com/Being-Mortal-Medicine-What-Matters-ebook/dp/B00JCW0BCYEveryday Oral Surgery Website — https://www.everydayoralsurgery.com/ Everyday Oral Surgery on Instagram — https://www.instagram.com/everydayoralsurgery/ Everyday Oral Surgery on Facebook — https://www.facebook.com/EverydayOralSurgery/Dr. Grant S

Nathan Woods, founder of Beloved Hospitality, returns to share how hospitality principles apply beyond hotels and restaurants. Drawing on ideas from Unreasonable Hospitality, he explains how leaders in industries such as insurance are rethinking customer relationships through a hospitality lens. Nathan breaks down how he teaches teams to see hospitality as a posture, not an industry, and why mapping the real customer journey reveals overlooked opportunities to serve people well. You'll also hear how he's building simple systems through his “Hospitality OS” approach to turn everyday interactions into meaningful moments and sustain the people whose work centers on serving others.More:Listen: AI Is Not the Threat to Hospitality. Artificial Hospitality Is. (Nathan Woods)Listen: Cultivating Heartfelt Hospitality - Nathan WoodsListen: From Track and Field to Treehouses: Lessons for Hospitality From Building Businesses In Other Industries - Nathan Woods, Bolt Farm Treehouse A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

Episode Overview In this guest appearance on the Elite Real Estate Podcast, John Kitchens joins host Jimmy to unpack a powerful conversation about leadership, discipline, coaching, and why the "boring work" is often the secret behind extraordinary success. From lessons learned studying great coaches like Nick Saban to the mindset required to run marathons, Ironmans, and eventually pursue the legendary Badwater 135 ultramarathon, John shares how consistent systems, trusted coaching, and relentless commitment to the process create long-term results. They also dive into the parallels between elite athletics and building a thriving real estate business. The agents who succeed aren't chasing shiny tactics—they're executing the fundamentals over and over again. If you're an agent, entrepreneur, or leader looking to break through the noise and focus on what actually works, this episode is a reminder that greatness is built in the quiet, repetitive, often overlooked work behind the scenes. As John puts it: the real magic isn't what happens on game day—it's what happens in the days leading up to it. Key Topics Covered The Power of the "Boring Work" Why mundane, repeatable processes produce consistent success The parallels between elite sports and real estate performance Why the fundamentals always outperform shiny new tactics Studying Greatness: Lessons from Nick Saban Why the best leaders produce other leaders The discipline and attention to detail behind championship teams What business leaders can learn from elite sports programs Deep Conversations in a Distracted World Why long-form conversations are making a comeback The growing importance of trust and authentic human connection How meaningful dialogue builds stronger relationships and businesses Unreasonable Hospitality & Client Experience The future of business is exceptional client experiences Lessons from books like Unreasonable Hospitality, Giftology, and Hug Your Customers Why service-driven leadership creates raving fans The Importance of Process & Faith in the Journey Why success requires trusting the process before seeing results The difference between imitating proven systems vs. trying to innovate too early How entrepreneurs sabotage themselves by skipping foundational steps The Role of Coaching in Growth Why elite performers surround themselves with multiple coaches How the right mentor helps you avoid costly mistakes The power of having someone who calls out your blind spots The Marathon That Changed Everything Why John decided to run the New York City Marathon before turning 40 Lessons learned from pushing through physical and mental limits How that experience led to the pursuit of Ironman competitions From Ironman to Ultramarathons Completing multiple Ironman races through structured coaching and training The discipline required to prepare for endurance events Why the training is often harder than the race itself The Ultimate Goal: Badwater 135 What makes Badwater one of the toughest endurance races in the world Why building a "resume of races" is required to qualify The strategy behind preparing for a 135-mile ultramarathon through Death Valley The Importance of Lifelong Growth Why personal development is a non-negotiable for high performers John's favorite interview question for hiring team members: "What's the last book you read and why did you choose it?" Why learning daily keeps leaders ahead of the curve Resources & Mentions The Third Door – Alex Banayan Unreasonable Hospitality – Will Guidara Giftology – John Ruhlin Hug Your Customers – Jack Mitchell Joe Rogan Podcast Episode with Robert Rodriguez Badwater 135 Ultramarathon Final Takeaway Most people chase shortcuts. The best performers embrace the process. Whether you're building a real estate business, training for an Ironman, or pursuing any ambitious goal, the formula is the same: find a proven system, commit to the fundamentals, and trust the process long enough for results to show up. As John reminds us: "Don't focus on creating one big hit. Focus on building an incredible body of work." Connect with Us: 7 Figure Audit: 7figurecall.com Instagram: @johnkitchenscoach LinkedIn: @johnkitchenscoach Facebook: @johnkitchenscoach If you enjoyed this episode, be sure to subscribe and leave a review. Stay tuned for more insights and strategies from the top minds. See you next time!

If you're waiting to hear back… you've already lost. In Part 2 of this deep dive, Jamie Lupo breaks down why most recruiters don't have a sales problem — they have a control problem. And that problem is killing desks quietly. After 18 years inside LHH — one of the largest talent solutions organizations in the world — Jamie has trained thousands of recruiters, rebuilt struggling offices, and helped teams turn flat years into record-breaking ones. In this episode, she goes tactical. You'll hear: • The exact debrief scheduling move that eliminates “waiting on feedback” • How to turn a simple reference call into a new client order • The “slow down to speed up” mindset that increases placement ratios • The flat desk reset framework you can implement Monday morning • Why only a small percentage of recruiters truly control their process • How to transform transactional recruiting into revenue-driven recruiting This isn't about grinding harder. It's about guiding the process. Scheduling feedback before interviews happen. Clearing candidates properly before submission. Using references as a business development engine. Doing more with the work you already have to do. If you want to scale a recruiting firm, strengthen your sales skills, and increase your placement velocity — this episode is your execution blueprint. Jamie will also be going deeper live at the This Is Your Year Recruiter Summit. If this conversation resonates, you need to hear her full breakdown there. Register here: https://this-is-your-year-recruiter-summit.heysummit.com/ Timestamp Highlights: 00:00 – Why “waiting to hear back” is avoidable 02:09 – The interview question that unlocks real candidate intel 05:05 – How to properly clear a candidate before submitting 06:34 – The reference strategy that gets ghosted clients to respond 07:45 – Why rushing actually slows you down 13:01 – The 75% debrief scheduling tactic 14:48 – The flat desk reset framework 18:22 – Why references are your fastest revenue lever 24:56 – Is tech overrated in recruiting? 31:42 – The “Unreasonable Hospitality” mindset

Summary Book a Strategy Call In this episode of Leadership on the Links, we sit down with two seasoned golf industry veterans — Bill Langley, retired General Manager & CEO of the Club at Quail Ridge, and Clark Jones, longtime Greens Chairman at The Country Club in Pepper Pike, Ohio and Gulfstream Golf Club — to explore what it truly takes to build a high-performing club from the inside out. Hosted by Tyler Bloom of Bloom Golf Partners, this conversation dives deep into the critical relationships that make or break a club's success: GM-superintendent dynamics, greens committee communication, member expectations, and the hiring practices shaping the next generation of golf course leaders. Whether you're a superintendent, club manager, Greens Chair, or aspiring industry professional, this episode is packed with hard-won wisdom you won't find in a textbook. What You'll Learn: The GM-Superintendent Relationship: Why mutual respect and open communication are the foundation of any successful club — and how to build that relationship even when leadership isn't proactive about it. The Role of the Head Golf Professional: How the golf pro acts as the "bank teller" of the club — hearing member feedback first — and why looping them into agronomic decisions is a game-changer. Greens Committee Best Practices: What makes a greens committee effective, how to involve diverse member voices (high and low handicappers, male and female), and why a mission statement can serve as your anchor when things get turbulent. Setting Realistic Member Expectations: How to communicate challenges outside the superintendent's control — like weather — and why having a communication infrastructure in place makes those tough conversations easier. Budgeting & Capital Projects: How GMs and Greens Chairs evaluate capital improvement requests, why a well-built business case matters, and how to frame a conversation around ROI rather than just agronomic necessity. Hiring for Cultural Fit: What hiring committees are really looking for beyond technical skills — leadership, emotional intelligence, attention to detail, and workplace culture. The Power of a Portfolio: Why a well-crafted interview portfolio can differentiate you from a sea of similar resumes, what to include (before/after photos, behavioral reports, SOP examples), and how to strategically deploy it throughout the process. Title Inflation in the Industry: A candid conversation about the rise of "Director of Agronomy" titles and what committees actually look for beyond the label. Book Recommendations: Unreasonable Hospitality by Will Guidara and Sea Stories by Admiral William McRaven — two reads that connect service, leadership, and attention to detail in ways that translate directly to club management. Timestamps: 00:00 – Welcome & Introductions 02:00 – The GM-Superintendent relationship: lessons from 40 years in the club business 05:50 – How superintendents can proactively build relationships with their GM 07:30 – Greens committee communication and the "left hand / right hand" problem 10:00 – Creating a club mission statement to anchor tough conversations 13:00 – Managing member expectations and handling weather challenges 20:00 – The superintendent-golf pro relationship: why it may be the most important one at the club 28:00 – How greens committees effectively evaluate capital budgets and equipment requests 40:00 – What hiring committees really want: leadership, culture, and attention to detail 54:00 – Navigating Director of Agronomy vs. Superintendent title distinctions 01:03:00 – Interview portfolios: what works, what doesn't, and how to stand out 01:07:00 – Favorite leadership & hospitality book recommendations 01:09:00 – Closing thoughts and takeaways    

In this episode, I dive into Chapter 2 of Unreasonable Hospitality by Will Guidara, a book that's been on my radar since I first spotted it in a coworking space in Mobile, Alabama. This chapter explores the foundation of creating exceptional experiences and the philosophy behind going above and beyond in hospitality. Will Guidara's insights aren't just for restaurant owners—they apply to anyone looking to elevate their craft, build meaningful connections, and create experiences that people remember long after they've left.You may also enjoy Tiny Experiments: https://www.honeyandhustle.co/i-read-a-chapter-of-tiny-experiments-by-anne-laure-le-cunff-for-you/Thanks for listening! Let's keep the convo going: Join the community, Please Hustle Responsibly: https://pleasehustleresponsibly.com/Find all episodes here: https://www.honeyandhustle.coYouTube: https://www.youtube.com/c/AngelaHollowellLinkedIn: https://www.linkedin.com/in/angelahollowell/Twitter: https://twitter.com/honeyandhustleMentioned in this episode:Download the free guide on How to get your first 1,000 subscribers here: https://www.angelahollowell.com/first1000Subscribe to the newsletter today: www.pleasehustleresponsibly.com

Join our conversation with Amy Springer, sports sales manager at Visit Bentonville, to explore how a hometown kid helped shape a destination that wins over event owners and fans alike. From elite turf complexes and ESPN-ready gyms to walkable hotel-to-field access, Amy explains why Bentonville converts first-time visitors into repeat partners.We dig into the nuts and bolts of sports tourism: prospecting the right events, elevating existing tournaments, and delivering “unreasonable hospitality” that goes beyond swag. Think team pizza deliveries that fuel connection after the final whistle. Amy shares a standout case study—how Bentonville stepped in after a hurricane canceled collegiate mountain bike nationals, and then pulled off a full championship in just three and a half weeks. Looking ahead, Amy is targeting niche sports with dedicated traveling audiences—pillow fighting, hobby horsing, USA Yoga—and placing them in unexpected venues to expand the calendar without overloading fields. With traditional sports already driving millions in economic impact and cycling pushing totals even higher, the focus is smarter growth and memorable experiences. If you're a coach, organizer, or governing body, you'll hear exactly how Bentonville partners on trainers, permits, meals, banquets, and creative touches that make your event stand out.A New American Town is here to help you plan your trip to Bentonville, Arkansas. From guides, events, and restaurant highlights. Find all this and more at visitbentonville.com and subscribe to our newsletter. Follow us on Facebook, Instagram, TikTok, X, and LinkedIn. You can listen to this podcast on Apple Podcasts, Overcast, Spotify, CastBox, Podcast Casts, Google Podcasts, iHeartRadio, and Podcast Addict.

In this episode of the Model FA podcast, host David DeCelle spoke with Jennifer des Groseilliers, CEO of The Mather Group, to discuss her career journey, the firm's growth strategy, and its distinct business philosophy. Jennifer detailed her transition from practicing law to becoming a financial advisor, moving through the broker-dealer world to ultimately embrace the Registered Investment Advisor (RIA) structure. The conversation explored The Mather Group's holistic service platform, which includes in-house tax and investment construction, its two-part M&A integration approach, and how their core value of "Unreasonable Hospitality" drives success metrics like high client retention and referrals.In this episode: • The RIA Model is a Growth Area: Jennifer des Groseilliers' move from the broker-dealer world highlights the perceived stability and future of the Registered Investment Advisor (RIA) model. • Embrace Holistic Wealth Management: The Mather Group's success with $15B in AUM/A is built on a comprehensive platform that integrates financial planning, in-house tax services, investment management, and a family office approach. This "all-in-one" model offers greater efficiency and coordination for clients. • M&A Success Hinges on Culture: For firms pursuing growth via mergers and acquisitions, the primary focus ("heavy lifting") should be on ensuring cultural alignment, not just operational synergy. • Define Success by "Unreasonable Hospitality": High client retention and referral rates can be achieved by moving beyond basic service to align a client's financial goals with their personal values, creating a truly exceptional experience. • Strategic Growth is Dual-Track: The firm demonstrates that expansion can be effectively achieved through both organic client acquisition and strategic M&A. • Team Structure and Governance Matter: Utilizing a team-based service model and having an advisory council composed of equity owners are effective mechanisms for ensuring service consistency and internal goal alignment. • Advice for Women in Finance: Aspiring women professionals should seek out firms that demonstrably align with their personal values and provide a genuinely supportive working environment.  #RIAMergers #FinancialAdvisor #WealthManagement #TheMatherGroup #ModelFA #RIAAcquisitions #FinancialPlanning #UnreasonableHospitality #BusinessStrategy #WomenInFinance #SuccessionPlanning #OrganicGrowth #TaxServices Connect with Jennifer des Groseilliers and The Mather Group: Website: TheMatherGroup.com Email: info@TheMatherGroup.com --- About the Model FA Podcast The Model FA podcast is a show for fiduciary financial advisors. In each episode, our host David DeCelle sits down with industry experts, strategic thinkers, and advisors to explore what it takes  to build a successful practice — and have an abundant life in the process. We believe in continuous learning, tactical advice, and strategies that work — no "gotchas" or BS. Join us to hear stories from successful financial advisors, get actionable ideas from experts, and re-discover your drive to build the practice of your dreams.  Did you like this conversation? Then leave us a rating and a review in whatever podcast player you use. We would love your feedback, and your ratings help us reach more advisors with ideas for growing their practices, attracting great clients, and achieving a better quality of life. While you are there, feel free to share your ideas about future podcast guests or topics you'd love to see covered.  Our Team President of Model FA, David DeCelle If you like this podcast, you will love our community! Join the Model FA Community on Facebook to connect with like-minded advisors and share the day-to-day challenges and wins of running a growing financial services firm.

Do you want your patients to feel confident and cared for and to become raving fans about your practice? Kiera takes listeners through specific steps to help practices refine what their patients go through upon entering to exiting your office. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Dental A Team listeners. This is Kiera. And today I'm excited for a quick tactical practical tip for you guys that I just think is magical. And I'll start with like a story about it to kind of kick us off. ⁓ Jason and I, we just recently went to Ruth's Chris. We decided we were gonna do a day date and Jason and I, went to the spa. I convinced him to go to the spa. He's not like obsessed about it, but really loved in like the hot tub room that they actually turned on a football game for him. So.   I don't know how the spa gods were on my side that day, but they definitely were. And then we decided to go to Ruth's Chris. And if you guys are familiar with Ruth's Chris, ⁓ it's ⁓ an amazing steakhouse. And ⁓ I noticed when we went in there, there was just a different vibe. And I've been very obsessive about high-end restaurants, reading the book, Unreasonable Hospitality. I think I'm more aware of it. If you guys haven't read that book, I definitely recommend putting that on your book wish list. And what was interesting is,   When we came in, they said, hi, Mr. and Mrs. Dent, great to see you. And they took us back to our table and the waitress was so kind to us. And she said, here's this information. What information do you guys need? There were seat spot for us. The busser came through and was like, we really love working with people like you. You guys just make our life so much easier. They're like, here, let's just box this up for you. You made great choices for you. They had all of our stuff boxed for us. The presentation was beautiful.   They didn't come by and they weren't annoying to us, but they were so genuine to us. And then as we were leaving, they said, thank you, Mr. and Mrs. Dent. And they knew all about us. Okay. So that was one experience. Another experience has been Jason and I were in Bali and we went to the four seasons and I remember if you've been to Bali, you'll understand. Jason and I both got Bali belly. And if you haven't heard mine was, I got it on our flight home. I've never in all my years of flying, knock on wood, I've never once thrown up ever on a plane.   Mine is my flight home that was a nice nine hour flight from Taiwan to San Francisco. And I threw up and had diarrhea the entire freaking time of that flight. I had thrown up about 13 times in two hours and I figured out, if I can make a system for this, like it was hold the vomit bag, go to the bathroom and brush my teeth all at the same time. I realized you can create a system for anything. So that's a little bit beside the point. So I'm here to tell you about great experiences. But at the four seasons, they were top notch. They had an app. They would text us.   When I asked them like, hey, you guys have any medicine? They're like, ⁓ we don't have medicine. Here's the pharmacy. We can get it for you. We'll have it to your room. They had it to our room for us. They brought different things for us because they knew that we were sick. They had a turndown service for us. They paid attention to our likes. Our wants, made sure everything was done every single night for us. It was one of the most incredible experiences. And I think about it, like people are like, Kiera, you traveled all over the world. You've gone to Antarctica. You go to these places. And I'm like, Bali, even though I threw up for eight hours on my flight home.   Bollywood one of my most amazing experiences and I'm like, what was it? Like it was how I felt at Four Seasons. It was how I felt of everybody was so happy for us to be there. They were so grateful for us to be there. People would say hello to us. They knew our names as we walked through. And ⁓ I've just been paying attention to like Ruth's Chris was recent. The Four Seasons was another one. And then I think about other experiences that maybe weren't as great. I think about...   Hotels Jason and I we flew home. We missed a flight coming home from an international flight So we had to snag a hotel the only hotel available for us was a hotel I will not say But it was we'll just say a budget-friendly hotel and I remember we checked in and no one was there They weren't happy to see us. They were annoyed to see us the shuttle. I'm not joking you It was supposed to be there in 15 minutes We waited two hours to get our shuttle and they kept telling us one's on the way one's on the way. They were like you need to call this person By the time we got there our bed was dirty   The bathroom was broken. And I just thought, man, I remember that experience. I don't remember the Four Seasons experience, but which one do I want to go back to? Which one do I tell my friends about? Which one am I like, I threw up and I was so sick from Bali. You guys, would never recommend doing a cooking class internationally. I know exactly what caused our sickness. my gosh. And my stomach like to this day still hurts about it. But yeah, I loved that trip so much because of how I felt. And so that's what I want to go into today of   the patient experience in designing and creating a journey that the patient wants to be a part of and they want to rave about. And I know we've talked about this at several other times ⁓ because it's something where I remember I was at a conference once and they said, Kiera, what people remember is the beginning and the end. They don't really remember the middle. And so in dental practice, it's our beginning. It's our first phone calls and it's the end on how they leave. Yes, they might remember the middle of the procedure, but typically speaking, it's those, those two points in anything like think about a show you go to. You usually remember the beginning.   You remember the end. think about Taylor Swift and I'm like, definitely remember the countdown clock. Like I can remember that. remember everything coming out. Middle, like there was a lot going on and the ending, everybody can remember that. But, and yes, there are still things and that's not to say the middle can't be great, but we want to make sure that it is this experience that people are so obsessed with because we want to help them feel so good. And I think the dental office is such an intimate space. Dentistry is intimate. Everything that we do in dentistry is intimate. And so if we can help patients feel   a certain way and that doesn't mean we have to be perfect, but it does mean that we create a patient experience and a patient journey for them. So for me, even in Dental A Team, it should be that the patient experience, our customer experience is very intentional and not accidental. So we kind of think through it, like what do want our patients to feel? What do we want our patients to say about us? And it's also crazy because you can go look at your reviews right now and see what the patient experience is today.   what you've created maybe not intentionally or intentionally. Just go read it. What is it? For us at Dental A Team, I want people to feel like it's fun. I want it to feel like it's easy. I want people to feel like, my gosh, like they understood me, that they're thinking ahead of where I'm at, that they can guide us and that we are non-judgmental and that you and your team are gonna rise to the next level. Go read our reviews. That's what it is. But that's by intentionality and design. That's our core values. That's what we talk about constantly. It's how we onboard our consultants.   It's how we refine. how we take feedback from clients of if they're not getting it, how can we make this process easier? How can we make it easier for our consultants? How can we give better education? Like what can we do because that's the experience we want them to have. And so, ⁓ this is going to be an episode. If you really want patients to feel like super confident and cared for and to become raving fans for you to where they love the dentist, you have an opportunity to change how people feel about going to the dentist. And I think it's an amazing opportunity if you choose to do it. So   Number one is like, let's think about first impression. Remember, like it's the it's the end caps. And I think if we can even just design those two really, really intentionally, like four seasons and Roos Chris, did you notice in both of those? And this is not on purpose. I just sharing the story. I talked about my entrance and my exit at Bali. We were freaking sick on that last day. And I remember that the most more than anything. Yes, they did the turn down service and that was great. But I didn't talk about our New Year's Eve dinner that we had. I didn't talk about the waiters like none of that.   And as I think back, I'm like, yeah, that was really nice. I remember our first initial and our ending. Same thing with Ruth, Chris, how they entered us and how they exited. I talked about both of those. Go back and rewind. And that was not on purpose, but this even just proves my point that the experiences you remember are those end caps, the beginning and the end. So what is our presence? So number one is how do we answer the phone on the first new patient impression? That's going to be it. I talked about this just recently. If you haven't heard that, go back and listen, but like, how do we greet people? And are we like smiling when we answer? Are we excited or are we like,   Oh my gosh, another freaking phone call, like, hello. Right? I don't know if any of you had a mom who had a mom voice where she's like, Kiera Cherie. And I was like, hello. My mom was like, I didn't do that. I'm like, oh mom, you did. And you had the snap and you'd give me those mom eyes, right? Moms had those two voices. My sister's husband, he was like, my mom used to like snarl at me with her teeth. My mom didn't do the teeth, but we all know like, and I feel like that's how it should be like, we could be busy in the patients, but as soon as that phone rings, I want our front office to feel like.   my gosh, I am so excited to be answering this phone call. We are so excited you're here. Like almost like buddy the elf, like you're so excited. Maybe not that enthusiastic, but like that same sentiment. We are so excited. So we want it to be this like welcoming. We are happy you're here. We're not annoyed that you're here. And that's the very first impression. And then when they come into the practice, this is our next first impression. And if we botch our phone, we oftentimes can make it up on our second, but I will tell you that first phone impression is going to be paramount. So get our best person answering those.   best person and all of our front office team needs to realize when you answer the phone, you go on stage and you like sit up and you smile, even put mirrors up there so they can see themselves. You guys, not a joke. My mom said I was so vain. She gave me a like desk with a mirror and I used to sit there and talk on the phone in front of the mirror. And I was like, why do you do this? And I'm like, mom, like watch how I talk and I look at things and I look at, I practice my smile and it could have been a little vanity. Uh, but I know it's helped me present and be able to speak. And I guarantee you a lot of that mirror training.   is why I'm able to go present on stage today and be able to engage and invoke emotion because I practiced for a long time in the mirror. So having that mirror, having people see how they are, because if I'm sitting down, I'm like, hey guys, welcome to the podcast versus, hey guys, welcome to the podcast. You feel two very different things. And I feel too, I'm like super jazz on the second one. The first one I'm like, cool, I got a freaking podcast today. No, like I'm excited. I'm excited to hang out with you. I'm honored that you share your time with me. So we want it to be, and whatever your experiences, and some doctors you might not be like Kiera level 20.   Well, guess what? My team is Kiera level 20. We want to answer the phone in that level. If you are more like subdued and you're more like spa boutique, your phone needs to answer. Like I would be utterly shocked if I called the spa and they're like, hi, welcome to the spa. I'd be like, whoa, tone it down. Like this is the spa. And that's even Kiera who's excited. The dental office, it's like welcoming and engaging and like, hi, I'm like so excited you called. We're truly going to take great care of you. And I'm really excited to bring you into the practice. Notice I even have a patient voice that's different than my podcast voice, which is different than a spa.   My spa was like, hi, welcome to Serenity Spa. I'm so glad you're here. And I'm Kyra Dent and I'm changing right here, but it's because I feel that. And that's what I want people to experience in our phone and how people walk in is going to be our first step. So we need you to truly train and what is it? And if you haven't built this for your front office team, help them see this is what our, this is what our patient experience is. We want a confident, energetic, calm, whatever it is, first interaction. And we want our   online experience. our website, our scheduling, our messaging, our phone messaging to follow that same experience. So if that's our first impression, they're still filling it. Then they want to make the phone call. And we want to just like reduce any friction. How can I make this easier? I'm going to send you the paperwork. I'm going to schedule you now. I'm going to make sure I get this back in 48 hours. So I've got your appointment confirmed. This is how we're going to work. And I'm also setting clear expectations of we are so excited to have you here. And these are the rules of the game that we play by.   You notice like I even feel myself go into like a confident and welcoming human. That's our first experience. And if you will refine this, you will start to notice you train your patients from day one of we are so happy to have you. This is how we operate. We have you run on time. We have you send in our information. You always confirm your appointments 48 hours ahead of time. And we are so excited to welcome you to our family, whatever it is. listening to our new patient phone calls, experiencing that, putting the mirrors up there.   And then it's a, when the patient comes into the practice, let's make sure that that's an amazing experience too. Is our waiting room area clean? Do we have our front office person? You guys like, it drives me wild when I walk into a practice and it is cluttery with paper. You guys clear that clutter and make it clean. Dental practices need to be sterile. Yes, you can have cutesy stuff, but it still needs to feel clean and sterile. Front office team members, I'm gonna be a little bit hard right now. Do not freaking eat food in the front where patients can see you.   Go to the back. watch it so often. You're just sitting there like you break your crack or anything. No one can see you. They can. They see crumbs. It just feels. People can feel perfection. They can feel cleanliness. They can feel dirtiness. And this isn't me like ripping into you. I bend that person. I used to my snack drawer down there. That's not professional and that shouldn't be in the front office. Get it into the back office. Let's make sure it's clean. You can have all your cups. You can have all the things, but it needs to be clean. It needs to be sterile. It needs to be welcoming and inviting. Think about when you walk into a hotel. It's very inviting. Some   junkie janky and you're like, I don't want to stay here. Some are like, my gosh, this is amazing. Same thing with restaurants. How do we want our patients to feel? Let's make sure that the ambiance feels the same way. Even if your front office is on the phone, you can always welcome and say hi. Like while you're on the phone, I'll be right with you. That way they can feel super welcomed or like, hey, here's an iPad. I'll chat with you. And then as soon as like, Kiera, I'm so happy you're here. Welcome to the practice. Let me grab you a bottle of water. Do you prefer stilled or, or like do you prefer room temperature or chilled?   little small things that does not take a lot of effort, but that sets a very different impression rather than welcome to the practice. Okay. So let's make sure that first impression is very, very important. This is that first end block of the practice and patient experience. It's going to make it radically different for you and your practice. Then on the other side, is it's going to be during the visit? We need to make sure that we're still well oiled because if our front and end of those bookends are good, but the middle is ick.   They're going to actually remember that more than they remember these polished pieces. So the middle doesn't have to be like perfect perfection every time. what? Dentistry runs long. But as often as we can, let's be on time to our patients. Let's make sure that we have really clean handoffs. Let's make sure that when we are presenting our exams doctors that we use that NDTR. What's the next visit? What's the date? What's the time to return and make sure our re-care cleanings are scheduled. Make sure that the patient has that every time. Look me in the eyes. Involve me in that experience of patient, doctor, clinician. We're here.   All right, Kiera, we wanna see you back in two weeks for that crown on the upper right. We're gonna take great care of you. I need about an hour and a half for that. And we'll make sure that sister Susie over here gets you scheduled for your cleaning. What questions do you have for me? I'm really excited to work with you. Great, they know. And I will tell you if doctors will take the little bit of time to be super concise and clear on next steps, next visit, that's what people are remembering. So again, remember, yes, you've got the bookends of the appointment.   but also within the appointment in the chair, they're remembering how you seat them and how you end. Doctors, the essay heard the exam, but they're remembering your anchoring point of your end point. So nail that end point. Clinical team members, remember the end point. I used to try to like make jokes at the beginning and then have a good time at the end because I knew that that's what they were going to remember. Even if the procedure was hard, I still made sure that they had a great experience at the end. And if it was a hard procedure, I'm like, gosh, you did such a good job. I'm really, really proud of you. You did it.   you're gonna have the best results after this, whatever it is, but just make sure that they're clear, especially on exams. There is nothing worse than confusion. Confusion is the enemy of execution. So be crystal clear on where we're headed. And then after that, what we're gonna do is we're gonna let them know like, here's the next visit, here's what's gonna happen, we're gonna move them through it. This way your patients are so crystal clear on what's going on. And then at the end,   We have an amazing experience. So front office team, you're back on the, you're the shining stars. You welcome them in, you talk to them on the phone, and then you're the last impression. So making sure your people who are sitting in those seats recognize their role and their value in this whole experience. So on this, it's a perfect, let's get you scheduled. I make this really easy for them. Beautiful. What questions do you have for me? We say the same thing from what they said in the clinical team to the front office team. Front office has really good notes. So the clinical team just picks it right up.   And we have this in here of a very, very, very good experience at the end. Then if they had a great experience, I asked them for a review and say, Hey, I'd love you to share your experience with us. I can't wait to see you next time. Gosh, you're seriously one of my favorite patients. And I'm so grateful you're a part of our practice. That's not that hard, but what's that patient? You remember, gosh, they loved me when I came in, they loved me when I went out. And what it is, is it's not all these little pieces. It's the experience of how they felt just like me. I didn't tell you all the nuances of Ruth's Chris   I didn't tell you that my steak was amazing. I didn't tell you I had sweet potatoes. None of that. What I did tell you is how I felt at both. And guess what? I could have told you any experience, but I told you what's crazy is even at the spa, the football game was at the end. I didn't even tell you about my massage. I told you about the little thing that stood out to me. And remember, bad things actually could be what your patient's experiencing, even though you think you've got good pieces. If I've got an amazing welcoming, but I've got a jerk of a team member who's rude,   they're gonna remember that, cause that's gonna stand out way shinier than this one. And sometimes my doctor can be amazing, but your front office cannot be the same experience and it feels disjointed. And so you gotta make sure that you're, you have a team that's very similar and that we talk about what is our experience? How do I patients to feel? What are our core values? This is culture, but it's patient experience too. And if we get a whole team rallied around this, you're going to be able to have massive raving fans, but it's done with ease. So doing simple little things. So what I would say is when we have this of,   Let's go through number one, what is our patient experience? How do we want patients to feel? Look at our reviews and see what are they already saying and is that what we want? And if not, let's change it. Then let's make sure our phone calls, our website and our first impression when they come into the practice is dialed in and exactly what we want. Let's make sure are in the middle, pretty dang good. Doctors, you're ending with great exams. Clinical team members were ending with a great experience at the end of the exam. And then we take them up to front office and front office, we shine, we dazzle and we are so grateful to have these patients.   Now, if you're listening as a front office team member, you're like, I absolutely don't want to do that. It might be a wrong seat for you. I'm just going to say that front office team members are on stage. Just like I don't want to put a Disneyland, like someone who absolutely hates greeting guests and like putting them through the ticket counter. If they're like, I hate this job. They're, they're not the person. Cause that patient's going to feel that that guest is going to feel like, ⁓ checking into a hotel. I've got the person who's like, gosh, here you are. This is just a job and you're driving me nuts versus the person like, we are so happy you're here.   Make sure I've got right people in right seats for this experience. And that's critical. They could be the right team member, just the wrong seat. So let's make sure if you're listening to this, that you love this. I truly do. And I know Tiff does, and I know Kristy does, and I know Dana does, Britt actually, she's not the front desk. She doesn't like that guys. So she's not always on the podcast. And if Britt was listening, she'd be like, that's correct. I prefer back scenes. She likes to be there. Shelbi, you've never heard Shelbi on the podcast, cause she's like hard past no Kiera, that's not who I am.   but I've got all my consultants who would be like, yeah, Trish put her on. She'd love it. She'd say to the friend, she'd make everybody her best friend, Monica, Pam. They'd love it. So make sure you've got right people, right seat, and then make sure you really commit to having this incredible patient experience and you can check it. Let's do a monthly review, like do an audit of what are the top things the reviews are saying, have Chat GPT help you. There's easy ways to make sure that what we want of our patient experience is what patients are saying. And if not commit to change, it's how patients feel that they're going to remember more than it's what you say.   And if we can help you guys reach Hello@TheDentalATeam.com. These are the small annoying like cobwebs that make the big difference for patients that we are obsessed about helping you with. So reach out, running a successful practice does not have to be hard and it can be very easy for you. So reach Hello@TheDentalATeam.com. And as always, thanks for listening and I'll catch you next time on the Dental A Team Podcast.  

Welcome back to the Hangin' with the AD Podcast. In this episode, we're joined by Rob Seymour, an athletic director at Fishers High School in Fishers, Indiana, where he has served since 2014. Rob is the past president of the Indiana Interscholastic Athletic Administrators Association, a member of the NIAAA national teaching faculty for LTC 714, and an National Federation of State High School Associations Level 3 certified coach. In this conversation, Rob shares his “back of the baseball card” story, explains how he uniquely shares the AD role at Fishers, and offers insights on culture change through the lens of Indiana football, purpose-driven leadership, and game-day event management as hospitality inspired by Unreasonable Hospitality. We also dive deep into AI—why Rob embraced it early, how he's using it today for visuals, videos, and daily AD work, how to educate coaches in a rapidly evolving space, and what athletic administrators may still be overlooking about AI's impact on our profession.

This week, I'm joined by Brian Moates, Chief Experience Officer at Our Farms, a growing marketplace and movement reshaping how we shop for food and support farmers. Brian has a fascinating background, from motorsports and marketing to building digital-first experiences for brands like Ford and Lincoln, and now he's bringing that expertise to agriculture. In this episode, we talk about how Our Farms connects local producers with consumers in a way that's scalable, human, and values-driven. Brian shares why he's passionate about storytelling, what shifted his view on food and farming, and how his own daughter's health issues led to a deeper understanding of what's really in our food. We also dive into the tech powering this shift, how Our Farms is different from traditional DTC platforms, and why small producers finally have a seat at the table. Resources & Links: Practicing the Way: Be with Jesus. Become like him. Do as he did. by John Mark Comer The Infinite Game by Simon Sinek  Unreasonable Hospitality by Will Guidara The Let Them Theory by Mel Robbins Small Giants by Bo Burlingham Join The Directory Of The West Get our FREE resource for Writing a Strong Job Description  Get our FREE resource for Making the Most of Your Internship Get our FREE resource: 10 Resume Mistakes (and how to fix them) Get our FREE resource: How to Avoid the 7 Biggest Hiring Mistakes Employers Make Email us at hello@ofthewest.co Subscribe to Of The West's ⁠Newsletters List your jobs on ⁠Of The West Connect with Brian: Follow on Instagram @ourfarms Visit Our Farms website Connect with Jessie: Follow on Instagram @ofthewest.co and @mrsjjarv Follow on Facebook @jobsofthewest Check out the Of The West website Be sure to subscribe/follow the show so you never miss an episode!  Learn more about your ad choices. Visit megaphone.fm/adchoices

When it comes to understanding hospitality and organizational culture, nobody has a perspective quite like Will Guidara. As the author of Unreasonable Hospitality and co-producer on the award-winning FX series, The Bear, Guidara has championed a bold approach to hospitality, transformational leadership styles and organizational culture.  Listen to this episode of the HR Break Room® podcast to hear him discuss: unreasonable hospitality as a concept and how to bring it to your organization the importance of caring for people in your workforce consistency as an important ingredient for leadership leveraging digital technology for the benefit of organizational culture For anyone interested in a fresh, inspiring approach to culture, leadership and technology, make this episode a priority!

Don't get to the end of this year wishing you had taken action to change your business and your life.Click here to schedule a free discovery call for your business: https://geni.us/IFORABEDon't miss an upcoming event with The Institute: https://geni.us/InstituteEvents2026Shop-Ware gives you the tools to provide your shop with everything needed to become optimally profitable.Click here to schedule a free demo: https://info.shop-ware.com/profitabilityTransform your shop's marketing with the best in the automotive industry, Shop Marketing Pros!Get a free audit of your shop's current marketing by clicking here: https://geni.us/ShopMarketingProsShop owners, are you ready to simplify your business operations? Meet 360 Payments, your one-stop solution for effortless payment processing.Imagine this—no more juggling receipts, staplers, or endless paperwork. With 360 Payments, you get everything integrated into a single, sleek digital platform.Simplify payments. Streamline operations. Check out 360payments.com today!In this episode, Lucas and David are joined by Ruth Wisniewski, Senior Director of Customer Success at Vehlo. Ruth shares how her team at Vehlo elevates client experience by helping shops leverage software to meet their goals, from boosting efficiency to increasing car count. The discussion explores the importance of building a favorite brand through “moments of truth” in the customer journey, and the role company culture plays in delivering exceptional service.00:00 "Vehlo Customer Success Leadership"03:48 "Streamlining Your Shop's Experience"07:40 "Building Culture Around Experience"10:46 "DIY Car Fixer Fails"15:14 "Creative Problem-Solving Improves Outcomes"18:13 "Sales vs. Customer-Centric Approach"20:30 Shady Shopware Setup Concerns25:25 "Customizable Customer Experience at Vehlo"26:56 "Empowerment Through Vehlo's Support"31:08 "Customer Experience: A Guided Reflection"35:50 "Cost of Goods Discrepancy"36:44 "Reading Release Notes Religiously"42:16 "Lion's Mane and Nerve Healing"45:49 "Recovering Without Surgery"47:06 Lion's Mane for Focus?52:14 "Best Banana Pudding Ever"53:18 Raleigh's Amazing Food Scene

Is your practice patient- or production-driven? The answer should be purpose-driven. Kiera talks about how shifting your core values in a certain way can actually grow everything else. Episode resources: Subscribe to The Dental A-Team podcast Schedule a Practice Assessment Leave us a review Transcript: The Dental A Team (00:00) Hello, Dental A Team listeners. This is Kiera and I am excited. This is a podcast built just for you by you. If you ever want me to make a podcast for you, just email in Hello@TheDentalATeam.com or go to our website, TheDentalATeam.com and click on the podcast tab. You can submit topics for me to record for you. And today is a great one and I'm super excited about it. Someone asked production focus versus patient focus striking the right balance.   Does it have to be both? So is your practice driven by numbers or by people? And does it have to be a choice? I'm super jazzed. I'm super excited because this is the type of juicy stuff I like to get into because this is what offices talk about all the time. Oh my gosh, we're production focused. Well, that means you're not patient focused. Oh my gosh, you're patient focused. That means you're not production focused. Does it have to be? There's tension. It's tension. It's like, are you on the right side or the left side? Are you blue or are you Which side are you on?   Like there's tension here, production focus versus patient focus. Does it really have to be this debate? So I love this. Email me. You guys are love a good pen pal. Hello@TheDentalATeam.com. I like pen pals. You guys remember that? If you want to write me a letter, you can send me a letter. It's in Verdi, Nevada on the website, P.O. Box. I think it's 635 Verdi, Nevada. No clue what it is, but I will get it and I'll send you a postcard back. So pen pal for real, email us.   You guys, really do love a good pen pal. I will seriously send you a letter back. So ⁓ write me. I would love to hear from you. But I'm curious, does it have to be production focus or patient focus or can it be both? Is it the chicken or the egg? I definitely think that there has to be a way because the most successful practices integrate production and patience. So the answer is yes, it can be both. And I don't care what side of the coin you're on. I'm gonna teach you that you can actually be on both sides of the coin and still maintain your ethics.   like your ethical integrity, all of that. You guys, this is the Dental A Team. I'm obsessed with dentists. I'm obsessed with dental teams. I'm obsessed with making you happy. I'm obsessed with positively impacting this world in the greatest way possible. And that's why we built this podcast free for you to give you all the tips and tricks. And all I ask in return is that you leave us a review and share this with somebody that can change their life. My goal is to have this podcast into the hands of every single dental office out there. And guys, you are crushing it. We are in the millions of downloads and I can't do that without you. So please today.   share, download, or leave us a five star review. That means the world to me and I do read those reviews. So thank you. Thank you for everybody who reads those reviews. I appreciate each of you. So today I want to talk about patient focused version of production focused because you know, I got a pen pal out there. production focused means that we're focused on high volume, goal driven, and we're going to probably have burnout. Like that's the drive. It is a lot of times ego. That's okay. So when I'm talking to you.   You can test yourself right now. Are you ready? I'm gonna say, hey, what is your production? Now, to answer that, what's your production? If you just told me your number in gross, you're a little ego driven and I love you for it. And I'm gonna tell you that that is one of the worst things to do because there's no way for us you to ever collect it. I was talking to a practice the other day and they're like, yes, Kiera, we are a $7 million practice and we had a million dollars worth of write-offs. And I was like, well, shoot. So.   You're actually, think they actually have two million. So you're not a seven million, you're a five million. That's a bit of a minute. So you're actually a five million dollar practice and I'd rather talk about real numbers because then I can actually truly get you to seven million rather than feeding your ego at this. So that tends to be the case where you're, if you, you might be a bit production. If you're presenting those in gross, ⁓ present them in, it's okay to your buddies. You can present in gross. To me, to here, to this conversation in real life.   please, please, please present them in net, what you can actually collect. Now, if we're too patient focused, we tend to run at a slower pace, high trust, but we risk a lot of inefficiency and you actually risk the, like, you really do run a risk of you're not looking at the numbers and you actually can create a really, really, really scary spot where you actually are in like profit row where you have no money. ⁓ And so you gotta have both.   We've got to have production where we're able to serve our patients and we've got to care about our patients. We've got to make sure that both of those come together because that's a true business. This is what we're looking for. So I just want you to look at yourself right now and I want you to audit you and your practice. Where do you lean more? Okay. So do you lean a little more left? Do you lean a little more right? Do you lean a little more production focused or do you lean a little more patient focused? It's okay. There's no right or wrong. I just want you to like really look at yourself and assess what route do you fall?   because it's gonna help you, okay? So where are you? We're not like all patient or all production, but which way do you lean? I want you to answer that. You can pen pal me. Remember, I got pen pals out there. So be another pen pal for me. And then step two is I want you to marry metrics with meaning, which isn't that cute? Yes, chat GPT helped me on that one. Marry metrics with meaning, I love that. I was like, that is such a good way to bring this to the table. So we want you guys to be like in the middle, we're not production, we're not patient, we're purpose.   Did you love that? Another P, we're not patient, we're not production, we're purpose driven. So what this is going to be is you can actually like increase case acceptance to outcomes, not quotas. So it's not like we need 20 crowns, we need to help this many patients. help team members see, like I love Tiff, she said this, she was like, production is the measuring stick to see how many patients we're serving. That feels so much better than like we got to hit 150,000.   No, 150,000 shows is how many patients were able to serve. Let's quantify that up to how many patients and now let's put that up to 200,000 and serve that many patients. So we'll help you guys see that like this is a reflection of care. It's not like just, I don't know, like a number on a scorecard. It's people. You guys, all that production was people that we were able to change their lives. That's what we do in Dental A Team. I literally like, when we talk about our numbers, for a while I put up numbers and it was just a number.   So you can tell it's a little bit more production focused rather than patient focused. And it didn't matter to me. And then when I was like, okay, we're going to go out and I want to serve, like I want Dental A Team to serve 500 dental practices. Like in one year, I want us to have that many that to me, like think of how many lives we're going to change. Cause my ultimate goal is impact to possibly impact this world in the greatest way possible. So I was like, all right, let's put an audacious goal out there. I want to serve 500 offices. Yeah, you can join us. Yes, of course.   And like now it became funds. Like the number is tied to people. Cause I ultimately care about people. care about impact. Money can have impact, but it doesn't drive me. What drives me is changing people's lives. Life is my passion, dentistry is my platform. So how can you help your team see that? So we have to help them see like for me with teams, case acceptance, I'm just saying like that's how many smiles you were able to like truly benefit. There's so many lives you're able to change. I believe the case acceptance is life changing. I was the patient on the other side of that coin.   who literally had my life changed by identities. So when we shifted like KPIs are metrics, yes, but metrics have meaning and their purpose. So what does this case acceptance actually reflect? What does this production actually reflect? What did these new patients numbers actually reflect? And when we look at it as this like patient centric, it becomes so much more fun. I did this in a team meeting the other day where, gosh, we were sitting there and I was like, all right, rattle off to me like why you guys go to Chick-fil-A? And they're like talking about it. Not one of them said price.   Not one of them. Not one of them when I talked about McDonald's said price. So when I looked at this, I thought, okay, people go to Chick-fil-A for the experience. And I thought, how can we become a more patient centric practice that uses metrics to see how we're doing of serving those patients? That's what it is. That's how you marry metrics with meaning. These numbers on a KPI scorecard are telling me the vitals of how good we're serving our patients.   So when I look at our hygiene, I wanna know, are we diagnosing perio or are we doing bloody profies? When I look at Florida, you guys, I'm a huge proponent of Florida. If you're not, that's okay, we can still be friends. I'm here to also teach you holistic. I love Florida. Florida changed my life. It prevented so many cavities for me, like truly was life-changing. So I'm like, absolutely, give it to patients. So when I look at your hygiene numbers, I'm not looking at like, did you get your eight out of eight today? I'm looking at like, did you help proactively prevent decay on all of your patients today?   Of course, if they don't want it, that's fine. But like, let's use our words, words are free. Let's set it up in a way to help more patients say yes. I am patient centric with production numbers and using words to get the results I'm looking for. I'm looking for outcomes, not effort. One of my favorite, favorite, favorite lines, and it's probably gonna become like a core value. My team doesn't know this, you guys, is we measure our, we measure by outcomes, not activity. ⁓ we measure it by outcomes.   not activity because I can sit here and say, I served this many patients, but if I didn't close any cases, I did not get the outcome of helping truly get them the smiles and the health that they deserve. Bottom line. So then step three is you got to change your culture. You got to have a culture that supports both. It's got to be efficiency and empathy. It's got to be production and patient. It's got to be like truly driven. And I've got so many offices like Kiera, I don't want to my team about the numbers. That's fine. You don't have to.   But can't we also help them see that the numbers are helping more patients? Every team I've ever gone into has told me the reason they're in tennis tree is to help change patients' lives. That's why they're here. So when I look at this, I'm like, okay, if that's why we're all here, how do we know that we're actually helping the number of patients that we could? Like genuinely somebody tell me, how do we actually know in a tangible, non-emotional way? How do I know? So we've got to help people see that like, okay, fantastic. We have a culture where when we hit our numbers,   We know we serve the patients that we're set here to serve. Period. You're not gonna go away from that and helping people see that numbers equate the outcomes we're looking for. Numbers help us serve patients. And on the flip side, when we, like you guys, there's a book called Unreasonable Hospitality. Have your team do fun things like that where we celebrate the birthdays, the weddings, the anniversaries, the celebrations. We have like a little gift basket on the side where we can quickly go and have some fun with those people to make this magic moment for our patients.   have magic moments that produce results. Team training, we gotta do patient and production language. We've gotta be empathetic. So for me to say like, my gosh, I'm so excited that you don't work with Dr. Jones. Dr. Jones is incredible. They're gonna take great care of you. Let's get you scheduled for this appointment. I know Dr. Jones definitely wants to get you back. I've got Monday or Wednesday, which works best for you. That was patient and production centric, both in the same exact equation.   when I talk to them about case acceptance, it's like, perfect. So here's the treatment that Dr. Jones diagnosed for you. This is your total out of pocket. This is your insurance estimate. This will be your total when I see you on Wednesday. What questions do you have for me? I want you to be rock solid moving forward. Again, production and patient focus. I want them to be so solid. I'm genuinely so concerned about them. I really want them to be solid. If they tell me they got to talk to their spouse, absolutely, 100%. I want you to talk to your spouse.   Help me what questions they're going to ask. That way I can make sure you're fully prepped when you chat with them. That's production and patient focused. A cancellation calls in. my gosh, what's going on? Tell me, like, ⁓ I've been so worried about you. Like help me understand where you at, what's going on. Like, are you okay? Tell me like, you're sick. Like, my gosh, what's going on? I know there's been a bug going around. Someone says I can't make it from work. my gosh. Like, I'm so sorry to hear that. Tell me what's going on. Let's find a solution. I know Dr. wanted to see you.   I can't wait to see you and I know there's gonna be a solution for us. Production and patient focus. And I think when teams see that you don't have to be one or the other, production focus can come across aggressive, patient focus can come across non-aggressive and very like twiddling my thumb sometimes. And so I'm like the true win is the middle ground. The true win is where we see that patients need to feel loved.   and important and that they're humans. And they also need to see that we love them so much. And we're going to make sure that they get the treatment that they need to get done. And we're going to help use our words to make sure it's easy for them to say yes. Both are doable. Both are right. Both are necessary. This is how you guys are able to have it. And so I think you guys can have conversations with the team. How can we be patient and production focused? How can we marry the two because we know the best practices are both.   They are, there's not one lever that's stronger than the other. Both are married together as a perfect whole, two perfect complete whole. How can we be more, if you know from, remember we did an audit, if you know you're a little more production focused, how can you be a bit more patient focused? Have that come up in the team. If you know you're a bit more patient focused, how can we be a bit more production focused? And I know you might be bristling on both sides. Production focused people might think that, my gosh, it's a complete waste of time to be patient focused.   Patient focused people, they're like, my gosh, you'll maybe be aggressive and like force these people into treatment. The answer is no to both of those. Us treating people like human beings, production focused teams will actually make those patients want to be here more. Our teams that are more patient focused, turning more production focused, it's gonna help us make sure that we're not missing things on the patients, that we're not doing inadequate care. And that actually that patient's not leaving confused and that they truly know what they need to do. And it's very clear of next steps for them.   Clear is kind. Being direct is kind. Loving people as people is kind. So I'd really encourage you to adopt this into your practice. And if you struggle with this, if your doctor is like, ⁓ I am not having that team meeting, I'm not having that conversation, great. That's why we have a job. That's what we love to do. Our job is to align doctors and team members to help team members see that production is patient focused and to see that patient focus is production focused. Both sides are necessary.   You need both of them. And so to be able to help you and your team get there, I think is a beautiful thing. So I would really, really, really encourage you to be patient and production focused, both of them. Look to see where you could be a little bit more on whichever side you don't naturally lean to. I know you can already do more on the side that you naturally lean to. Go the other side. I want you to think about it. I want you to bring that into your culture. And I'd really encourage you. And if you struggle with this or you're like, I don't really know how to do this, reach out. Hello@TheDentalATeam.com.   It's not just about this. It's about other goals. It's about other spaces. It's about other awkward conversations that you just don't know how to navigate. It's about getting your team and you doctors rowing in the exact same direction. And that's what we're here to do. So reach out. Hello@TheDentalATeam.com. And as always remember, patient and production is purpose driven dentistry. And that's what you're here to do. And I know that you're here for that. I know that you care so much about your patients and that's why I wanted to really bring this up. So thanks for the pen pal. Thanks for writing. I'd love to hear from more of you. Hello@TheDentalATeam.com.   Go to our website, give me some more topics and reach out. I'd love for you to be one of our 500 practices. We get to help love serve and have that be the purpose to positively impact and change your life for the better. Not just your practice, but you as a person. Because at the end of the day, I care about you as a human being. I care about you thriving. I care about you having the practice of your dreams and having the team of your dreams because I care about you as a human. So reach out and as always know that I'm rooting for you. Know that I care about you.   Know that I adore you as always. Thanks for listening. I'll catch you next time on the Dental A Team Podcast.  

After struggling with drug abuse, multiple arrests, and the loss of his dream job at Airbnb following a DUI, Sam Parr hit rock bottom. That moment became his wake-up call. Choosing sobriety, he rebuilt his life and founded The Hustle, scaling it into a multi-million-dollar media company acquired by HubSpot. Today, he leads Hampton, a private founder community helping entrepreneurs grow and connect. In this episode, Sam shares lessons on entrepreneurship, newsletter growth, and building legacy businesses that stand the test of time. In this episode, Hala and Sam will discuss: (00:00) Introduction (02:32) His Early Entrepreneurial Journey (06:19) Sobriety, Self-Discovery, and the Birth of Hustle Con (12:42) Launching and Scaling The Hustle Newsletter (19:25) Newsletter Growth and Monetization Strategies (26:14) Scale to $100 Million: Business Growth Ideas (33:18) Building Hampton vs. The Hustle (43:45) Success Habits and Life Lessons for Entrepreneurs Sam Parr is an internet entrepreneur, investor, and co-host of the top-ranked podcast My First Million. He is the founder of The Hustle, a media company acquired by HubSpot for a multi-eight-figure sum, and Hampton, a private community for high-growth founders. Sam is celebrated for his insights on entrepreneurship, copywriting, and scaling profitable online businesses through newsletters and community-driven growth. Sponsored By: Merit Beauty - Go to meritbeauty.com to get your free signature makeup bag with your first order. Indeed - Get a $75 sponsored job credit to boost your job's visibility at Indeed.com/PROFITING Airbnb - Find yourself a cohost at airbnb.com/host Deleteme - Get 20% off DeleteMe consumer plans when you go to joindeleteme.com/PROFITING and use promo code PROFITING at checkout. Quo - Get 20% off your first 6 months at Quo.com/PROFITING Shopify - Start your $1/month trial at Shopify.com/profiting. Revolve - Head to REVOLVE.com/PROFITING and take 15% off your first order with code PROFITING Spectrum Business - Visit Spectrum.com/FreeForLife to learn how you can get Business Internet Free Forever. Resources Mentioned: Sam's Podcast, My First Million: bit.ly/MFM-apple  Sam's Community, Hampton: joinhampton.com/about-us  Influence by Robert Cialdini: bit.ly/in_fluence  Unreasonable Hospitality by Will Guidara: bit.ly/Un-Hospitality  Active Deals - youngandprofiting.com/deals  Key YAP Links Reviews - ratethispodcast.com/yap YouTube - youtube.com/c/YoungandProfiting Newsletter - youngandprofiting.co/newsletter  LinkedIn - linkedin.com/in/htaha/ Instagram - instagram.com/yapwithhala/ Social + Podcast Services: yapmedia.com Transcripts - youngandprofiting.com/episodes-new  Entrepreneurship, Entrepreneurship Podcast, Business, Business Podcast, Self Improvement, Self-Improvement, Personal Development, Starting a Business, Strategy, Investing, Sales, Selling, Psychology, Productivity, Entrepreneurs, AI, Artificial Intelligence, Technology, Marketing, Negotiation, Money, Finance, Side Hustle, Startup, Mental Health, Career, Leadership, Mindset, Health, Growth Mindset, Passive Income, Solopreneur, Networking