Why We're Obsessed with Unreasonable Hospitality

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