Have you ever walked into a gas station expecting nothing more than a quick pit stop, only to walk away with a story worth sharing? That's exactly what happened to us, kicking off a conversation about the magic of exceeding expectations in the realm of customer service and hospitality. Inspired by Will Guidara's "Unreasonable Hospitality," we dive into how a little extra effort can truly transform ordinary interactions into memorable experiences. We weave together personal stories from our early work days and draw lessons from the TV show "The Bear," illustrating the concept of "service plus" and its profound impact on both everyday and professional settings.

From an "extra" scoop of fries at Five Guys to Amazon empowering their employees to authorize returns, we explore how companies craft exceptional customer experiences by creating emotional connections and fostering loyalty. It's not just about solving problems; it's about making customers feel valued and employees feel empowered.

Here are a few main themes in the episode:

• Exploring the principles of unreasonable hospitality
• Importance of exceeding expectations in service delivery
• Anecdotes illustrating exceptional customer service experiences
• Balancing consistency and innovation in service
• Empowering teams to enhance customer relationships
• Practical applications for nurturing connections across industries
• The lasting impact of emotional connections on loyalty

Thanks for listening!

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

Can you transform a challenging conversation into a meaningful opportunity for growth?

This episode will equip you with the skills to handle even the toughest dialogues with grace and confidence.

Join us as we share practical strategies for approaching workplace conversations with empathy and understanding, transforming potential conflict into collaboration.

By framing discussions as growth opportunities rather than reprimands, we aim to foster a more harmonious organizational environment. Discover Amy Gallo’s eight essential tips for mastering these interactions, and learn the importance of timing and emotional readiness in achieving successful outcomes. We encourage you to adopt a positive mindset and remind you that preparation is key to effective communication.

Make it a great day and Lead On!

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!

Embrace your quirks with us as we delve into Regina Brett's 42 life lessons, spotlighting the joy and strength found in authenticity and in the security of having wisdom from a life well-lived.

Join us for a lighthearted yet profound exploration of life's wisdom and eccentricity.

Let us know in the comments what advice you might give now to a young adult just starting out...

Send us a text and let us know how we're doing. In the meantime, make it a great day & innovate the USA!

Check out all episodes of Lead On with Greg & Mark on your favorite podcast platform!