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In this episode, John shares how one book—Unreasonable Hospitality—reshaped how he and the team think about service. From handwritten notes to surprise welcome boxes and even personally delivered cookies, it’s all about making people feel seen. He dives into why a little extra effort in human connection still matters, even in a world racing toward automation. You’ll also hear how companies like Disney create “magic moments” to outweigh the “tragic” ones—and how you can apply the same mindset to your own work and life.
00:15 The Book Study: Unreasonable Hospitality
00:37 Personal Experience with Poor Service
02:32 The Future of the Service Industry
03:13 Balancing Technology and Personal Touch
04:14 The Value of Strategic Planning
05:41 Creating Memorable Client Experiences
06:38 Examples of Exceptional Hospitality
08:00 Empowering Employees to Create Magic Moments
11:43 The Importance of Human Interaction
