Unreasonable Hospitality: What Most Leaders Get Wrong

If you run a business, if you're a If you run a business, if you're a pastor of a church, pastor of a church, pastor of a church, >> I guarantee you there are people in your >> I guarantee you there are people in your >> I guarantee you there are people in your congregation who have a list of pet congregation who have a list of pet congregation who have a list of pet peeves about your church peeves about your church peeves about your church >> and you don't know what they are if >> and you don't know what they are if >> and you don't know what they are if you've never actually walked in their you've never actually walked in their you've never actually walked in their shoes. If you've not actually been your shoes. If you've not actually been your shoes. If you've not actually been your own customer, own customer, own customer, you you cannot be operating at at better you you cannot be operating at at better you you cannot be operating at at better than 80% of your potential. than 80% of your potential. than 80% of your potential. >> Welcome to the Carrie New Hoff >> Welcome to the Carrie New Hoff >> Welcome to the Carrie New Hoff leadership podcast. So glad you joined leadership podcast. So glad you joined leadership podcast. So glad you joined us, man. I'm sitting down with Will us, man. I'm sitting down with Will us, man. I'm sitting down with Will Gadera. I'm very excited to have another Gadera. I'm very excited to have another Gadera. I'm very excited to have another conversation and this one goes into conversation and this one goes into conversation and this one goes into areas he doesn't usually talk about. areas he doesn't usually talk about. areas he doesn't usually talk about. We're going to talk about winning back We're going to talk about winning back We're going to talk about winning back uh lost customers. We're going to talk uh lost customers. We're going to talk uh lost customers. We're going to talk about what Simon Synynic taught him about what Simon Synynic taught him about what Simon Synynic taught him about public speaking. See if you agree. about public speaking. See if you agree. about public speaking. See if you agree. The service pet peeves he can't stand The service pet peeves he can't stand The service pet peeves he can't stand and neither can I. And whether AI will and neither can I. And whether AI will and neither can I. And whether AI will help or save hospitality [music] or is help or save hospitality [music] or is help or save hospitality [music] or is it just going to hurt it? We talk about it just going to hurt it? We talk about it just going to hurt it? We talk about all that and a whole lot more today on all that and a whole lot more today on all that and a whole lot more today on the podcast. If you're new here, we're the podcast. If you're new here, we're the podcast. If you're new here, we're so glad you joined us. If you're so glad you joined us. If you're so glad you joined us. If you're watching or listening wherever you are, watching or listening wherever you are, watching or listening wherever you are, will you do me a favor? One of the best will you do me a favor? One of the best will you do me a favor? One of the best things you could do is just hit follow things you could do is just hit follow things you could do is just hit follow or subscribe. And here's why. The or subscribe. And here's why. The or subscribe. And here's why. The algorithm will push content you algorithm will push content you algorithm will push content you subscribe to into your feed. And then, subscribe to into your feed. And then, subscribe to into your feed. And then, well, you're not going to miss another well, you're not going to miss another well, you're not going to miss another episode. And also, the show gets bigger episode. And also, the show gets bigger episode. And also, the show gets bigger and we can bring you incredible guests and we can bring you incredible guests and we can bring you incredible guests like the one and only Will Gera. By the like the one and only Will Gera. By the like the one and only Will Gera. By the way, we uh let the cat out of the bag.

way, we uh let the cat out of the bag. way, we uh let the cat out of the bag. Will's going to be joining us for the Will's going to be joining us for the Will's going to be joining us for the Art of Leadership Live. It is a soldout Art of Leadership Live. It is a soldout Art of Leadership Live. It is a soldout event in Nashville, Tennessee this event in Nashville, Tennessee this event in Nashville, Tennessee this September. If you missed it out this September. If you missed it out this September. If you missed it out this year, well, we do some fun things and year, well, we do some fun things and year, well, we do some fun things and you won't want to miss next year. If you won't want to miss next year. If you won't want to miss next year. If you're going, aren't you glad you got you're going, aren't you glad you got you're going, aren't you glad you got your ticket early because we sold out your ticket early because we sold out your ticket early because we sold out way early this year. Will Gadera is the way early this year. Will Gadera is the way early this year. Will Gadera is the author of the New York Times author of the New York Times author of the New York Times best-selling Unreasonable Hospitality best-selling Unreasonable Hospitality best-selling Unreasonable Hospitality and Unreasonable Hospitality: The Field and Unreasonable Hospitality: The Field and Unreasonable Hospitality: The Field Guide. He is the former co-owner of 11 Guide. He is the former co-owner of 11 Guide. He is the former co-owner of 11 Madison Park, which under his leadership Madison Park, which under his leadership Madison Park, which under his leadership was named the number one restaurant in was named the number one restaurant in was named the number one restaurant in the world. He is host of the Welcome the world. He is host of the Welcome the world. He is host of the Welcome Conference, a co-producer on the Emmy Conference, a co-producer on the Emmy Conference, a co-producer on the Emmy award-winning series, The Bear. Huge fan award-winning series, The Bear. Huge fan award-winning series, The Bear. Huge fan here. And he is recipient of the Wall here. And he is recipient of the Wall here. And he is recipient of the Wall Street Journal Innovator Award. And Street Journal Innovator Award. And Street Journal Innovator Award. And without further ado, my conversation without further ado, my conversation without further ado, my conversation with Will Gera. Well, Will, it's good with Will Gera. Well, Will, it's good with Will Gera. Well, Will, it's good [sighs] to revisit our conversations. [sighs] to revisit our conversations. [sighs] to revisit our conversations. Welcome back. Round three here on the Welcome back. Round three here on the Welcome back. Round three here on the podcast. podcast. podcast. >> I'm so excited. third time is a charm. >> I'm so excited. third time is a charm. >> I'm so excited. third time is a charm. >> It is a charm. We're [laughter] We're >> It is a charm. We're [laughter] We're >> It is a charm. We're [laughter] We're gonna get this. We're uh Yeah, it's just gonna get this. We're uh Yeah, it's just gonna get this. We're uh Yeah, it's just been a real joy getting to know you over been a real joy getting to know you over been a real joy getting to know you over the last few years. And I guess we can the last few years. And I guess we can the last few years. And I guess we can let the cat out of the bag now. You are let the cat out of the bag now. You are let the cat out of the bag now. You are going to join us at the Art of going to join us at the Art of going to join us at the Art of Leadership Live this fall in Nashville.

Leadership Live this fall in Nashville. Leadership Live this fall in Nashville. >> Yes. Which I I'm so excited for. I I >> Yes. Which I I'm so excited for. I I >> Yes. Which I I'm so excited for. I I I'll tell you, every time I've spent uh I'll tell you, every time I've spent uh I'll tell you, every time I've spent uh any measure of time with you, I leave any measure of time with you, I leave any measure of time with you, I leave with my gas tank filled. And I can only with my gas tank filled. And I can only with my gas tank filled. And I can only imagine that the same will be true for imagine that the same will be true for imagine that the same will be true for everyone that gathers together. And so everyone that gathers together. And so everyone that gathers together. And so getting to kind of play even the getting to kind of play even the getting to kind of play even the smallest of roles in that event and smallest of roles in that event and smallest of roles in that event and getting to absorb all the energy that getting to absorb all the energy that getting to absorb all the energy that people bring with them into the room is people bring with them into the room is people bring with them into the room is something I'm really looking forward to. something I'm really looking forward to. something I'm really looking forward to. >> Well, I'm excited. We we were going to >> Well, I'm excited. We we were going to >> Well, I'm excited. We we were going to announce it and then we sold out before announce it and then we sold out before announce it and then we sold out before we were really in a position to announce we were really in a position to announce we were really in a position to announce that you were coming and and our mutual that you were coming and and our mutual that you were coming and and our mutual friend Scott Harrison is coming. So, friend Scott Harrison is coming. So, friend Scott Harrison is coming. So, it's all all value added it's all all value added it's all all value added >> uh to those who decided to jump in early >> uh to those who decided to jump in early >> uh to those who decided to jump in early this year, but we're really excited for this year, but we're really excited for this year, but we're really excited for that and we're going to drill down on that and we're going to drill down on that and we're going to drill down on what unreasonable hospitality means for what unreasonable hospitality means for what unreasonable hospitality means for the church. So, just thank you so much the church. So, just thank you so much the church. So, just thank you so much for that. If a spot opens up, I don't for that. If a spot opens up, I don't for that. If a spot opens up, I don't even know if we have a wait list. But even know if we have a wait list. But even know if we have a wait list. But anyway, it's going to be a lot of fun to anyway, it's going to be a lot of fun to anyway, it's going to be a lot of fun to do that in person in your new hometown do that in person in your new hometown do that in person in your new hometown in Nashville.

in Nashville. in Nashville. >> In my new hometown. >> In my new hometown. >> In my new hometown. >> Yeah. Yeah. Does it feel like home yet? >> Yeah. Yeah. Does it feel like home yet? >> Yeah. Yeah. Does it feel like home yet? Nashville. Nashville. Nashville. >> I mean, you know, when I moved here. >> I mean, you know, when I moved here. >> I mean, you know, when I moved here. >> Yeah. >> Yeah. >> Yeah. >> We also convinced my mother-in-law and >> We also convinced my mother-in-law and >> We also convinced my mother-in-law and my sister-in-law and a couple cousins my sister-in-law and a couple cousins my sister-in-law and a couple cousins and a few of my best friends to move and a few of my best friends to move and a few of my best friends to move here alongside us. And here alongside us. And here alongside us. And that on top of the amazing community that on top of the amazing community that on top of the amazing community that I had here before we arrived and that I had here before we arrived and that I had here before we arrived and the wonderful people that I met along the wonderful people that I met along the wonderful people that I met along the way, the way, the way, it felt like home very, very quickly, it felt like home very, very quickly, it felt like home very, very quickly, which which which came as a surprise came as a surprise came as a surprise given that I'd lived in New York for my given that I'd lived in New York for my given that I'd lived in New York for my entire life. Yeah. entire life. Yeah. entire life. Yeah. >> People ask me if I miss New York and >> People ask me if I miss New York and >> People ask me if I miss New York and yes, I do. And also, I yes, I do. And also, I yes, I do. And also, I don't wish I still lived there don't wish I still lived there don't wish I still lived there >> because this is now my home and >> because this is now my home and >> because this is now my home and >> and it's such an amazing home and we're >> and it's such an amazing home and we're >> and it's such an amazing home and we're loving every minute. loving every minute. loving every minute. >> I haven't asked you this before and feel >> I haven't asked you this before and feel >> I haven't asked you this before and feel free to take a pass, but how does one free to take a pass, but how does one free to take a pass, but how does one convince convince convince friends, family, friends, family, friends, family, relatives who are all going to move relatives who are all going to move relatives who are all going to move [laughter] to Nashville together? I [laughter] to Nashville together? I [laughter] to Nashville together? I don't I don't know that I know of uh a don't I don't know that I know of uh a don't I don't know that I know of uh a similar instance at least in my similar instance at least in my similar instance at least in my relational circles. What was that like?

relational circles. What was that like? relational circles. What was that like? I I I >> mean I think it's just selling the the >> mean I think it's just selling the the >> mean I think it's just selling the the the dream and the dream doesn't require the dream and the dream doesn't require the dream and the dream doesn't require that much selling when it's articulated that much selling when it's articulated that much selling when it's articulated clearly. clearly. clearly. You know, You know, You know, ambition pulls you in different ambition pulls you in different ambition pulls you in different directions, directions, directions, however you define the word ambition in however you define the word ambition in however you define the word ambition in this context. And often times that is this context. And often times that is this context. And often times that is away from the people you love the most. away from the people you love the most. away from the people you love the most. And yet we only have one shot at this. And yet we only have one shot at this. And yet we only have one shot at this. And so why not make the choice And so why not make the choice And so why not make the choice to just be close to the closest people to just be close to the closest people to just be close to the closest people in your life. in your life. in your life. Um, Um, Um, it's fun making an event out of seeing it's fun making an event out of seeing it's fun making an event out of seeing the people you love, but gosh, it is a the people you love, but gosh, it is a the people you love, but gosh, it is a rare and special pleasure rare and special pleasure rare and special pleasure to see the people you love without it to see the people you love without it to see the people you love without it having to be an event. I mean, I I'll be having to be an event. I mean, I I'll be having to be an event. I mean, I I'll be cooking dinner for my kids and cooking dinner for my kids and cooking dinner for my kids and grandma will just stop by and say hi.

grandma will just stop by and say hi. grandma will just stop by and say hi. And I want that for my kids. I want that And I want that for my kids. I want that And I want that for my kids. I want that for my wife. I want it for me. And it for my wife. I want it for me. And it for my wife. I want it for me. And it turns out that everyone wanted it for turns out that everyone wanted it for turns out that everyone wanted it for them as well. And so I think sometimes I them as well. And so I think sometimes I them as well. And so I think sometimes I remember back in the day one of my remember back in the day one of my remember back in the day one of my mentors was a guy named Richard Karine mentors was a guy named Richard Karine mentors was a guy named Richard Karine who was also one of my bosses when I who was also one of my bosses when I who was also one of my bosses when I worked for Danny Meyer. And one of my worked for Danny Meyer. And one of my worked for Danny Meyer. And one of my favorites of his quotes is all it takes favorites of his quotes is all it takes favorites of his quotes is all it takes for something remarkable to happen is for something remarkable to happen is for something remarkable to happen is one person with enthusiasm. one person with enthusiasm. one person with enthusiasm. >> Right? That doesn't that'll preach. >> Right? That doesn't that'll preach. >> Right? That doesn't that'll preach. >> That doesn't mean that you need to sell >> That doesn't mean that you need to sell >> That doesn't mean that you need to sell people on an idea. It just means you people on an idea. It just means you people on an idea. It just means you need to be wildly enthusiastic about it. need to be wildly enthusiastic about it. need to be wildly enthusiastic about it. And more often than you'd think, that And more often than you'd think, that And more often than you'd think, that enthusiasm becomes contagious. this is Yeah, it's interesting because I this is Yeah, it's interesting because I always have my prepared questions and always have my prepared questions and always have my prepared questions and the conversations are always so the conversations are always so the conversations are always so interesting. interesting. interesting. >> [laughter] >> [laughter] >> [laughter] >> um >> um >> um when you're cuz we've talked about this when you're cuz we've talked about this when you're cuz we've talked about this before, but I want to kind of crack it before, but I want to kind of crack it before, but I want to kind of crack it open from another angle. Uh I mean, open from another angle. Uh I mean, open from another angle. Uh I mean, having spent a bit of time together, you having spent a bit of time together, you having spent a bit of time together, you know, over the years very briefly, I know, over the years very briefly, I know, over the years very briefly, I pick up that you're a very warm, genuine pick up that you're a very warm, genuine pick up that you're a very warm, genuine person. For example, when you and Tony person. For example, when you and Tony person. For example, when you and Tony and I went for coffee in Nashville, and I went for coffee in Nashville, and I went for coffee in Nashville, um we went to a really nice shop, but it um we went to a really nice shop, but it um we went to a really nice shop, but it wasn't like super fancy. It was it was wasn't like super fancy. It was it was wasn't like super fancy. It was it was just really I don't know had a cool just really I don't know had a cool just really I don't know had a cool vibe, homeish vibe and and that kind of vibe, homeish vibe and and that kind of vibe, homeish vibe and and that kind of thing. And I think when people think

thing. And I think when people think thing. And I think when people think hospitality they think fancy Tik Tok hospitality they think fancy Tik Tok hospitality they think fancy Tik Tok trend tablecloths and dishes and we trend tablecloths and dishes and we trend tablecloths and dishes and we almost have heart attacks on the way to almost have heart attacks on the way to almost have heart attacks on the way to hosting people. But you have a very drop hosting people. But you have a very drop hosting people. But you have a very drop in vibe if I can say that. And I mean, in vibe if I can say that. And I mean, in vibe if I can say that. And I mean, so you get the the number one restaurant so you get the the number one restaurant so you get the the number one restaurant in the world uh mastered and yet in the world uh mastered and yet in the world uh mastered and yet sometimes that can be off-putting. So sometimes that can be off-putting. So sometimes that can be off-putting. So talk about like everyday ordinary talk about like everyday ordinary talk about like everyday ordinary hospitality in the context of community. hospitality in the context of community. hospitality in the context of community. What does that look like? What does that look like? What does that look like? I mean, I think you said in the midst of I mean, I think you said in the midst of I mean, I think you said in the midst of that question that we that question that we that question that we can have anxiety around hosting. can have anxiety around hosting. can have anxiety around hosting. >> And >> And >> And and by the way, this is not me and by the way, this is not me and by the way, this is not me speaking from a place of I always get speaking from a place of I always get speaking from a place of I always get this right. this right. this right. And yet over time, I've gotten better at And yet over time, I've gotten better at And yet over time, I've gotten better at more consistently getting it right.

more consistently getting it right. more consistently getting it right. Anytime you feel anxiety around hosting, Anytime you feel anxiety around hosting, Anytime you feel anxiety around hosting, it just means you've forgotten the true it just means you've forgotten the true it just means you've forgotten the true reason for hosting. reason for hosting. reason for hosting. >> It means that you're so focused on >> It means that you're so focused on >> It means that you're so focused on impressing the other that you're not impressing the other that you're not impressing the other that you're not going to be able to connect with them as going to be able to connect with them as going to be able to connect with them as well as you'd like. One of the questions well as you'd like. One of the questions well as you'd like. One of the questions I get I get I get sometimes, which in the beginning when sometimes, which in the beginning when sometimes, which in the beginning when people would ask me, I'd be like, gosh, people would ask me, I'd be like, gosh, people would ask me, I'd be like, gosh, that's not really the point of the book, that's not really the point of the book, that's not really the point of the book, but they they'd say, "Hey, how do I how but they they'd say, "Hey, how do I how but they they'd say, "Hey, how do I how am I better at hosting people for dinner am I better at hosting people for dinner am I better at hosting people for dinner at my house?" Um, in the beginning, it at my house?" Um, in the beginning, it at my house?" Um, in the beginning, it felt reductive until I actually paused felt reductive until I actually paused felt reductive until I actually paused to consider the underlying to consider the underlying to consider the underlying reason for the question. reason for the question. reason for the question. There's so many times I've gone over to There's so many times I've gone over to There's so many times I've gone over to someone else's home for dinner and I someone else's home for dinner and I someone else's home for dinner and I walk in and they rush out of the kitchen walk in and they rush out of the kitchen walk in and they rush out of the kitchen and they greet me hastily and they give and they greet me hastily and they give and they greet me hastily and they give me a glass of wine. They ask me to sit me a glass of wine. They ask me to sit me a glass of wine. They ask me to sit in the living room and they run back in the living room and they run back in the living room and they run back into the kitchen and I don't see them into the kitchen and I don't see them into the kitchen and I don't see them again for another 90 minutes because again for another 90 minutes because again for another 90 minutes because they are busy, so busy trying to impress they are busy, so busy trying to impress they are busy, so busy trying to impress me with whatever food they're making.

me with whatever food they're making. me with whatever food they're making. And by the way, this is not limited to And by the way, this is not limited to And by the way, this is not limited to me given that I've been in fancy me given that I've been in fancy me given that I've been in fancy restaurants. Everyone has been on the restaurants. Everyone has been on the restaurants. Everyone has been on the receiving end of this at at one point in receiving end of this at at one point in receiving end of this at at one point in their lives. And their lives. And their lives. And my PSA to anyone that is ever hosting my PSA to anyone that is ever hosting my PSA to anyone that is ever hosting anyone in their homes, if someone wanted anyone in their homes, if someone wanted anyone in their homes, if someone wanted a remarkable meal, a remarkable meal, a remarkable meal, they would not be going to your home. they would not be going to your home. they would not be going to your home. They would be going to a restaurant. They would be going to a restaurant. They would be going to a restaurant. >> They're in your home because they >> They're in your home because they >> They're in your home because they genuinely are craving time with you. genuinely are craving time with you. genuinely are craving time with you. And so remember it. It's like anything. And so remember it. It's like anything. And so remember it. It's like anything. The best path to success is remembering The best path to success is remembering The best path to success is remembering like truly the reason that you're there like truly the reason that you're there like truly the reason that you're there and the reason you're inviting people and the reason you're inviting people and the reason you're inviting people over is to genuinely connect with those over is to genuinely connect with those over is to genuinely connect with those people to find an environment where people to find an environment where people to find an environment where you've created the conditions for that you've created the conditions for that you've created the conditions for that connection to take place where ideally connection to take place where ideally connection to take place where ideally you leave the night feeling closer to you leave the night feeling closer to you leave the night feeling closer to them than when the night began. And that them than when the night began. And that them than when the night began. And that does not happen through impressing does not happen through impressing does not happen through impressing people. It happens through just people. It happens through just people. It happens through just like putting the world on pause and like putting the world on pause and like putting the world on pause and being with them. I was having this being with them. I was having this being with them. I was having this conversation with someone who had conversation with someone who had conversation with someone who had um who lives in in London and I was um who lives in in London and I was um who lives in in London and I was like, I just think people should order like, I just think people should order like, I just think people should order Chinese food more. Like just sit down, Chinese food more. Like just sit down, Chinese food more. Like just sit down, open a bottle of wine, be with me, the open a bottle of wine, be with me, the open a bottle of wine, be with me, the Chinese food will come, we'll eat it, Chinese food will come, we'll eat it, Chinese food will come, we'll eat it, and the entire time I will have you in and the entire time I will have you in and the entire time I will have you in front of me. And he goes, oh, can I tell front of me. And he goes, oh, can I tell front of me. And he goes, oh, can I tell you if you ever come to our place, this you if you ever come to our place, this you if you ever come to our place, this is what we do. My wife makes this is what we do. My wife makes this is what we do. My wife makes this amazing chicken pie, you know, it's like amazing chicken pie, you know, it's like amazing chicken pie, you know, it's like a very British thing, the meat pies. And a very British thing, the meat pies. And a very British thing, the meat pies. And she makes it during the day and when you she makes it during the day and when you she makes it during the day and when you put it in the oven, it takes like 90

put it in the oven, it takes like 90 put it in the oven, it takes like 90 minutes to to bake. And so people come minutes to to bake. And so people come minutes to to bake. And so people come over, there's this little pub across the over, there's this little pub across the over, there's this little pub across the street. When you come over, we're going street. When you come over, we're going street. When you come over, we're going to walk across the street. We're going to walk across the street. We're going to walk across the street. We're going to have a pint of Guinness. We're going to have a pint of Guinness. We're going to have a pint of Guinness. We're going to have a couple snacks, like some to have a couple snacks, like some to have a couple snacks, like some scotch olives or something. Then we're scotch olives or something. Then we're scotch olives or something. Then we're going to go home about 10 minutes before going to go home about 10 minutes before going to go home about 10 minutes before the pie comes out of the oven. We're the pie comes out of the oven. We're the pie comes out of the oven. We're going to take it out. We're going to put going to take it out. We're going to put going to take it out. We're going to put it on the table and we're going to eat it on the table and we're going to eat it on the table and we're going to eat together. That is a brilliant approach together. That is a brilliant approach together. That is a brilliant approach to to to >> a really good idea. >> a really good idea. >> a really good idea. >> And and the bottom line is like I'm not >> And and the bottom line is like I'm not >> And and the bottom line is like I'm not trying to impress you with a fancy cup trying to impress you with a fancy cup trying to impress you with a fancy cup of coffee. of coffee. of coffee. When the two of you were in Nashville, I When the two of you were in Nashville, I When the two of you were in Nashville, I just wanted to be with you. And so I just wanted to be with you. And so I just wanted to be with you. And so I look for a place that understands the look for a place that understands the look for a place that understands the following. following. following. The food, the service, the design, all The food, the service, the design, all The food, the service, the design, all of it. They're just merely ingredients of it. They're just merely ingredients of it. They're just merely ingredients in the recipe of human connection. the in the recipe of human connection. the in the recipe of human connection. the the place we went, which by the way, the place we went, which by the way, the place we went, which by the way, anyone listening, it's called Cafe Rose. anyone listening, it's called Cafe Rose. anyone listening, it's called Cafe Rose. It's amazing. It's the simple little It's amazing. It's the simple little It's amazing. It's the simple little spot spot spot there. I feel comfortable, which means there. I feel comfortable, which means there. I feel comfortable, which means that I am going to be at ease and that I am going to be at ease and that I am going to be at ease and present with you. present with you. present with you. >> It's such a good reminder, I think. And >> It's such a good reminder, I think. And >> It's such a good reminder, I think. And you know, there's sort of a at least, you know, there's sort of a at least, you know, there's sort of a at least, you know, the way I grew up, there's you know, the way I grew up, there's you know, the way I grew up, there's sort of a social pecking order, and sort of a social pecking order, and sort of a social pecking order, and sometimes you meet your heroes and you sometimes you meet your heroes and you sometimes you meet your heroes and you can feel very intimidated. I'm thinking can feel very intimidated. I'm thinking can feel very intimidated. I'm thinking of one probable mutual friend. I don't of one probable mutual friend. I don't of one probable mutual friend. I don't want to drop a name, but uh you know, want to drop a name, but uh you know, want to drop a name, but uh you know, somebody I followed for 20 years, and we somebody I followed for 20 years, and we somebody I followed for 20 years, and we struck up a bit of a friendship over the struck up a bit of a friendship over the struck up a bit of a friendship over the podcast, emailing back and forth, podcast, emailing back and forth, podcast, emailing back and forth, texting a bit, and he said, "Next time texting a bit, and he said, "Next time texting a bit, and he said, "Next time you're in New York, you're going to come you're in New York, you're going to come you're in New York, you're going to come to our house." So, we did, and it was to our house." So, we did, and it was to our house." So, we did, and it was like a big deal. I showed up 2 hours

like a big deal. I showed up 2 hours like a big deal. I showed up 2 hours early and wandered around the town so we early and wandered around the town so we early and wandered around the town so we wouldn't be late. And and the thing I wouldn't be late. And and the thing I wouldn't be late. And and the thing I remember most, I think I'm pretty remember most, I think I'm pretty remember most, I think I'm pretty accurate in remembering the main dish accurate in remembering the main dish accurate in remembering the main dish and the dessert cuz it was very and the dessert cuz it was very and the dessert cuz it was very thoughtful, was just the warmth, the thoughtful, was just the warmth, the thoughtful, was just the warmth, the friendship. It was like we had been friendship. It was like we had been friendship. It was like we had been friends for decades and [clears throat] friends for decades and [clears throat] friends for decades and [clears throat] >> and I think that's what we're all >> and I think that's what we're all >> and I think that's what we're all looking for, particularly in an age of looking for, particularly in an age of looking for, particularly in an age of loneliness and anonymity and digital loneliness and anonymity and digital loneliness and anonymity and digital connection. Yeah. connection. Yeah. connection. Yeah. >> Yeah. Very human. Um I want to talk a >> Yeah. Very human. Um I want to talk a >> Yeah. Very human. Um I want to talk a little bit to you. My latest project has little bit to you. My latest project has little bit to you. My latest project has been on artificial intelligence and not been on artificial intelligence and not been on artificial intelligence and not so much, you know, what prompt should so much, you know, what prompt should so much, you know, what prompt should you use, but just the the impact. What's you use, but just the the impact. What's you use, but just the the impact. What's it going to do to us as humans, as a it going to do to us as humans, as a it going to do to us as humans, as a species? And species? And species? And so, I'm just realizing I should have so, I'm just realizing I should have so, I'm just realizing I should have sent you a copy and seeing if you could sent you a copy and seeing if you could sent you a copy and seeing if you could [laughter] could have endorsed the book [laughter] could have endorsed the book [laughter] could have endorsed the book because it's a very human book. But because it's a very human book. But because it's a very human book. But anyway, for next time. For next time. anyway, for next time. For next time. anyway, for next time. For next time. But I don't know that you've noticed But I don't know that you've noticed But I don't know that you've noticed this, but the the state of customer this, but the the state of customer this, but the the state of customer service does not seem to getting better service does not seem to getting better service does not seem to getting better between private equity buying up all between private equity buying up all between private equity buying up all these little mom and pop shops and these little mom and pop shops and these little mom and pop shops and services to AI. I've I've had a couple services to AI. I've I've had a couple services to AI. I've I've had a couple of customer service experiences where of customer service experiences where of customer service experiences where there used to be real humans there and there used to be real humans there and there used to be real humans there and now it's just AI uh that you're kind of now it's just AI uh that you're kind of now it's just AI uh that you're kind of interacting with and AI is still glitchy interacting with and AI is still glitchy interacting with and AI is still glitchy for most of those stages. And I'm I'm for most of those stages. And I'm I'm for most of those stages. And I'm I'm just wondering, do you have any thoughts just wondering, do you have any thoughts just wondering, do you have any thoughts on the state of customer service in this on the state of customer service in this on the state of customer service in this moment in time?

moment in time? moment in time? >> Do you think we're getting better at it? >> Do you think we're getting better at it? >> Do you think we're getting better at it? Like everybody's just financializing it. Like everybody's just financializing it. Like everybody's just financializing it. And you know, Seth would call it, Seth And you know, Seth would call it, Seth And you know, Seth would call it, Seth Goden would call it the race to the Goden would call it the race to the Goden would call it the race to the bottom. It's like, how do I do this bottom. It's like, how do I do this bottom. It's like, how do I do this cheaper? How do I do this faster? How do cheaper? How do I do this faster? How do cheaper? How do I do this faster? How do I do this less humanly? I do this less humanly? I do this less humanly? >> Yeah. >> Yeah. >> Yeah. Listen, I don't think I I I'm always hesitant to generalize. I'm always hesitant to generalize. I'm always hesitant to generalize. >> Okay. >> Okay. >> Okay. >> And and I say that because yeah, I think >> And and I say that because yeah, I think >> And and I say that because yeah, I think there's plenty of places where it is there's plenty of places where it is there's plenty of places where it is less and less often that anyone goes less and less often that anyone goes less and less often that anyone goes above and beyond for us anymore. And above and beyond for us anymore. And above and beyond for us anymore. And gosh, it feels so good once somebody gosh, it feels so good once somebody gosh, it feels so good once somebody does. And yet there are some places does. And yet there are some places does. And yet there are some places that are thriving. So I want to this is that are thriving. So I want to this is that are thriving. So I want to this is a big question. I want to tackle it in a big question. I want to tackle it in a big question. I want to tackle it in an incremental way. First, an incremental way. First, an incremental way. First, there's a difference between service and there's a difference between service and there's a difference between service and hospitality. And I think identifying hospitality. And I think identifying hospitality. And I think identifying that is an important first step when we that is an important first step when we that is an important first step when we talk about AI. Um, service is the thing talk about AI. Um, service is the thing talk about AI. Um, service is the thing that we do. And in restaurants, it's that we do. And in restaurants, it's that we do. And in restaurants, it's getting the right plate of food to the getting the right plate of food to the getting the right plate of food to the right person within the right amount of right person within the right amount of right person within the right amount of time. Hospitality is how you make people time. Hospitality is how you make people time. Hospitality is how you make people feel when you do that thing. I actually feel when you do that thing. I actually feel when you do that thing. I actually think that AI will make service better.

think that AI will make service better. think that AI will make service better. Like a AI is a tool that will increase Like a AI is a tool that will increase Like a AI is a tool that will increase efficiency and consistency which efficiency and consistency which efficiency and consistency which ultimately makes the technical product ultimately makes the technical product ultimately makes the technical product better. Service is a part of the better. Service is a part of the better. Service is a part of the product. This episode is brought to you product. This episode is brought to you product. This episode is brought to you by my preaching cheat sheet. So by my preaching cheat sheet. So by my preaching cheat sheet. So preachers, I'd love to know if you can preachers, I'd love to know if you can preachers, I'd love to know if you can relate to this. It's Thursday night. relate to this. It's Thursday night. relate to this. It's Thursday night. Sunday's message is not coming together Sunday's message is not coming together Sunday's message is not coming together quite right. And you can feel the quite right. And you can feel the quite right. And you can feel the pressure building. It's hard to decide pressure building. It's hard to decide pressure building. It's hard to decide what to add, what to cut, and how what to add, what to cut, and how what to add, what to cut, and how everything fits together. So, by the everything fits together. So, by the everything fits together. So, by the time Saturday rolls around, you're still time Saturday rolls around, you're still time Saturday rolls around, you're still not done, and you got to call it just not done, and you got to call it just not done, and you got to call it just the way it is, even if you're the way it is, even if you're the way it is, even if you're secondguessing some of it. That's where secondguessing some of it. That's where secondguessing some of it. That's where my 10-step preaching cheat sheet can my 10-step preaching cheat sheet can my 10-step preaching cheat sheet can help. It's your quick check guide to help. It's your quick check guide to help. It's your quick check guide to ensure you have an engaging, clear, and ensure you have an engaging, clear, and ensure you have an engaging, clear, and memorable sermon ready for Sunday memorable sermon ready for Sunday memorable sermon ready for Sunday morning. from your opening line to morning. from your opening line to morning. from your opening line to landing the plane at the end of your landing the plane at the end of your landing the plane at the end of your sermon because you don't want to crash sermon because you don't want to crash sermon because you don't want to crash landing and every step in between. You landing and every step in between. You landing and every step in between. You can use the 10 steps during sermon prep can use the 10 steps during sermon prep can use the 10 steps during sermon prep to ensure you're ready to deliver an to ensure you're ready to deliver an to ensure you're ready to deliver an impactful message every time you preach.

impactful message every time you preach. impactful message every time you preach. And big news, this is a new version of And big news, this is a new version of And big news, this is a new version of the cheat sheet. So, if you've the cheat sheet. So, if you've the cheat sheet. So, if you've downloaded it before, be sure to get downloaded it before, be sure to get downloaded it before, be sure to get this one in your hands. So, you can this one in your hands. So, you can this one in your hands. So, you can download your copy absolutely free by download your copy absolutely free by download your copy absolutely free by clicking the link in the description of clicking the link in the description of clicking the link in the description of this episode or by visiting this episode or by visiting this episode or by visiting preachingsheet.com. preachingsheet.com. preachingsheet.com. Again, that's preaching.com Again, that's preaching.com Again, that's preaching.com to download your copy for free or simply to download your copy for free or simply to download your copy for free or simply click the link in the description of click the link in the description of click the link in the description of this episode. This episode is brought to this episode. This episode is brought to this episode. This episode is brought to you by Glue. So, I want to ask you you by Glue. So, I want to ask you you by Glue. So, I want to ask you something. What would it change for your something. What would it change for your something. What would it change for your ministry if you could just focus on the ministry if you could just focus on the ministry if you could just focus on the mission? I mean, no wrestling with tech, mission? I mean, no wrestling with tech, mission? I mean, no wrestling with tech, no guessing whether your marketing is no guessing whether your marketing is no guessing whether your marketing is actually working. Well, I've got Brian actually working. Well, I've got Brian actually working. Well, I've got Brian Brown here who leads the team within Brown here who leads the team within Brown here who leads the team within Glue focused on helping ministries Glue focused on helping ministries Glue focused on helping ministries expand their reach. Brian, give people expand their reach. Brian, give people expand their reach. Brian, give people the short version like what is Glue? the short version like what is Glue? the short version like what is Glue? Everybody asked me that question. Everybody asked me that question. Everybody asked me that question. >> Yeah, thanks Carrie. Simply put, Glue is >> Yeah, thanks Carrie. Simply put, Glue is >> Yeah, thanks Carrie. Simply put, Glue is the tech platform for the faith and the tech platform for the faith and the tech platform for the faith and flourishing ecosystem. Glue exists to flourishing ecosystem. Glue exists to flourishing ecosystem. Glue exists to serve people who serve others like your serve people who serve others like your serve people who serve others like your listeners. listeners. listeners. >> We do this two things really well. We >> We do this two things really well. We >> We do this two things really well. We handle tech and we help people connect handle tech and we help people connect handle tech and we help people connect with people. On the tech side of things, with people. On the tech side of things, with people. On the tech side of things, we bring engineering talent, scalable we bring engineering talent, scalable we bring engineering talent, scalable infrastructure, deep expertise in infrastructure, deep expertise in infrastructure, deep expertise in ministry and nonprofit tech so that ministry and nonprofit tech so that ministry and nonprofit tech so that you're not burning nights trying to hold you're not burning nights trying to hold you're not burning nights trying to hold all of your systems together by sheer all of your systems together by sheer all of your systems together by sheer force of will. And on the reach side, we force of will. And on the reach side, we force of will. And on the reach side, we help you actually connect with donors, help you actually connect with donors, help you actually connect with donors, with supporters, with the people you're with supporters, with the people you're with supporters, with the people you're actually trying to serve, which results actually trying to serve, which results actually trying to serve, which results in better engagement, smarter in better engagement, smarter in better engagement, smarter distribution, and a real marketing distribution, and a real marketing distribution, and a real marketing strategy, not just throwing things at strategy, not just throwing things at strategy, not just throwing things at the wall anymore. And increasingly we're

the wall anymore. And increasingly we're the wall anymore. And increasingly we're using AI to make all of that faster, using AI to make all of that faster, using AI to make all of that faster, sharper, better. But our bottom line is sharper, better. But our bottom line is sharper, better. But our bottom line is this. You stay focused on the front this. You stay focused on the front this. You stay focused on the front lines and we'll handle the stuff behind lines and we'll handle the stuff behind lines and we'll handle the stuff behind them. them. them. >> So it kind of sounds like Glue is >> So it kind of sounds like Glue is >> So it kind of sounds like Glue is building out the infrastructure and also building out the infrastructure and also building out the infrastructure and also the staffing that most churches are the staffing that most churches are the staffing that most churches are like, "Yeah, we can't do all that cuz we like, "Yeah, we can't do all that cuz we like, "Yeah, we can't do all that cuz we don't have the staff." So Brian, thanks don't have the staff." So Brian, thanks don't have the staff." So Brian, thanks for that explainer. I appreciate it. So, for that explainer. I appreciate it. So, for that explainer. I appreciate it. So, if you're a church or nonprofit, and I if you're a church or nonprofit, and I if you're a church or nonprofit, and I personally have partnered with Glue as personally have partnered with Glue as personally have partnered with Glue as well, our company does, uh, and you're well, our company does, uh, and you're well, our company does, uh, and you're tired of spinning plates, go to tired of spinning plates, go to tired of spinning plates, go to glue.com/grow. glue.com/grow. glue.com/grow. I want to spell that out for you. That's I want to spell that out for you. That's I want to spell that out for you. That's glgrow. Potentially getting the right meal to Potentially getting the right meal to the right customer makes it more. What the right customer makes it more. What the right customer makes it more. What What are you talking about? How's it What are you talking about? How's it What are you talking about? How's it going to make it better? going to make it better? going to make it better? >> Well, I mean, think about anytime you >> Well, I mean, think about anytime you >> Well, I mean, think about anytime you call a customer service hotline, call a customer service hotline, call a customer service hotline, >> right? We are well past the point of >> right? We are well past the point of >> right? We are well past the point of someone who is a dedicated employee of someone who is a dedicated employee of someone who is a dedicated employee of that company answering the phone on the that company answering the phone on the that company answering the phone on the first or second ring. That was a very first or second ring. That was a very first or second ring. That was a very very long time ago.

very long time ago. very long time ago. >> At best case, you're talking to someone >> At best case, you're talking to someone >> At best case, you're talking to someone in a call center wherever they are that in a call center wherever they are that in a call center wherever they are that feels very little passion for the feels very little passion for the feels very little passion for the product. that worst case you're going product. that worst case you're going product. that worst case you're going through a neverending call tree through a neverending call tree through a neverending call tree where for whatever reason their options where for whatever reason their options where for whatever reason their options have always just recently changed. have always just recently changed. have always just recently changed. [laughter] [laughter] No matter when you call the options have No matter when you call the options have always just recently changed. So you always just recently changed. So you always just recently changed. So you need to listen to all 17 of them before need to listen to all 17 of them before need to listen to all 17 of them before you can make a choice. It it is a you can make a choice. It it is a you can make a choice. It it is a terrible experience. And by the way, terrible experience. And by the way, terrible experience. And by the way, eventually you might find a human being. eventually you might find a human being. eventually you might find a human being. And someone at some point learned that And someone at some point learned that And someone at some point learned that people were just pressing zero the people were just pressing zero the people were just pressing zero the moment that thing started to get to an moment that thing started to get to an moment that thing started to get to an operator. So now they've discontinued operator. So now they've discontinued operator. So now they've discontinued the impact of pressing zero for the impact of pressing zero for the impact of pressing zero for operator. And by the way, if you call operator. And by the way, if you call operator. And by the way, if you call after business hours, wherever that after business hours, wherever that after business hours, wherever that company is located, now you're just able company is located, now you're just able company is located, now you're just able to leave a voicemail in hopes that maybe to leave a voicemail in hopes that maybe to leave a voicemail in hopes that maybe maybe someone's going to call you back maybe someone's going to call you back maybe someone's going to call you back the next day. the next day. the next day. >> Yes, sir. >> Yes, sir. >> Yes, sir. >> It is terrible. >> It is terrible. >> It is terrible. AI is already making that so much AI is already making that so much AI is already making that so much better. A an AI agent on the other side better. A an AI agent on the other side better. A an AI agent on the other side of the call is already and and by the of the call is already and and by the of the call is already and and by the way, we're early days in this better way, we're early days in this better way, we're early days in this better than what we have now for service.

than what we have now for service. than what we have now for service. Um I mean, and there's amazing Um I mean, and there's amazing Um I mean, and there's amazing companies. There's a company called companies. There's a company called companies. There's a company called Sierra that's doing unbelievable work Sierra that's doing unbelievable work Sierra that's doing unbelievable work with that. There's a company called with that. There's a company called with that. There's a company called awesome.ai that's doing amazing work awesome.ai that's doing amazing work awesome.ai that's doing amazing work with that. with that. with that. And so AI, I think, will make service And so AI, I think, will make service And so AI, I think, will make service better in some ways and I and I think we better in some ways and I and I think we better in some ways and I and I think we should embrace it now as it pertains to should embrace it now as it pertains to should embrace it now as it pertains to hospitality. hospitality. hospitality. I still don't believe it's antithetical I still don't believe it's antithetical I still don't believe it's antithetical to hospitality. It's just a matter of to hospitality. It's just a matter of to hospitality. It's just a matter of recognizing that it's a tool and how we recognizing that it's a tool and how we recognizing that it's a tool and how we adopt that tool will be what defines us. adopt that tool will be what defines us. adopt that tool will be what defines us. >> Yeah. Um, there are companies, to Seth's >> Yeah. Um, there are companies, to Seth's >> Yeah. Um, there are companies, to Seth's point, that and I already see this point, that and I already see this point, that and I already see this happening, who are using AI to replace happening, who are using AI to replace happening, who are using AI to replace as many human beings as possible and as many human beings as possible and as many human beings as possible and driving all of those savings down to driving all of those savings down to driving all of those savings down to their bottom line. their bottom line. their bottom line. >> Yeah. >> Yeah. >> Yeah. >> Focusing so much on today dollars that >> Focusing so much on today dollars that >> Focusing so much on today dollars that they're not thinking enough about they're not thinking enough about they're not thinking enough about tomorrow dollars. tomorrow dollars. tomorrow dollars. There are those though that are still There are those though that are still There are those though that are still replacing some people with AI and replacing some people with AI and replacing some people with AI and pushing some of those dollars to the pushing some of those dollars to the pushing some of those dollars to the bottom line, which by the way makes bottom line, which by the way makes bottom line, which by the way makes sense. A lot of businesses are facing sense. A lot of businesses are facing sense. A lot of businesses are facing unprecedented headwinds and a bit of unprecedented headwinds and a bit of unprecedented headwinds and a bit of relief right now goes a long way. But relief right now goes a long way. But relief right now goes a long way. But they are recognizing that if they can they are recognizing that if they can they are recognizing that if they can reinvest some of those savings into reinvest some of those savings into reinvest some of those savings into making the experience as human as making the experience as human as making the experience as human as humanly possible, they will be the ones humanly possible, they will be the ones humanly possible, they will be the ones with the greatest competitive advantage with the greatest competitive advantage with the greatest competitive advantage in the years to come.

in the years to come. in the years to come. An example from my time at the An example from my time at the An example from my time at the restaurant which had nothing to do with restaurant which had nothing to do with restaurant which had nothing to do with AI but was still driven by technology AI but was still driven by technology AI but was still driven by technology and I believe is relevant to this and I believe is relevant to this and I believe is relevant to this conversation is this. conversation is this. conversation is this. Um, back in the day we took reservations Um, back in the day we took reservations Um, back in the day we took reservations on a book, right? You'd call, I would on a book, right? You'd call, I would on a book, right? You'd call, I would write your name using pen on a paper write your name using pen on a paper write your name using pen on a paper book. And then Open Table came along and book. And then Open Table came along and book. And then Open Table came along and disrupted everything. disrupted everything. disrupted everything. And right away that technology enhanced And right away that technology enhanced And right away that technology enhanced our hospitality because we had guest our hospitality because we had guest our hospitality because we had guest notes. notes. notes. >> So when you came in at the end of the >> So when you came in at the end of the >> So when you came in at the end of the night, I could write Carrie was here. He night, I could write Carrie was here. He night, I could write Carrie was here. He likes sparkling water. He enjoys a glass likes sparkling water. He enjoys a glass likes sparkling water. He enjoys a glass of Rezling or whatever your drink is. of Rezling or whatever your drink is. of Rezling or whatever your drink is. And um they don't eat dessert. And um they don't eat dessert. And um they don't eat dessert. >> So now the next time you're there, I >> So now the next time you're there, I >> So now the next time you're there, I don't need to say, "Would you like don't need to say, "Would you like don't need to say, "Would you like sparkling or still? I can just pour you sparkling or still? I can just pour you sparkling or still? I can just pour you sparkling water." I don't need to offer sparkling water." I don't need to offer sparkling water." I don't need to offer you dessert menus. I can show you a new you dessert menus. I can show you a new you dessert menus. I can show you a new reasoning we've just gotten into the reasoning we've just gotten into the reasoning we've just gotten into the restaurant. restaurant. restaurant. >> And that's systemized as opposed to >> And that's systemized as opposed to >> And that's systemized as opposed to relying on the inherent memory of an relying on the inherent memory of an relying on the inherent memory of an amazing matraine. amazing matraine. amazing matraine. >> But >> But >> But um that was something I immediately um that was something I immediately um that was something I immediately appreciated. The thing I did not appreciated. The thing I did not appreciated. The thing I did not immediately appreciate was this. I had immediately appreciate was this. I had immediately appreciate was this. I had this amazing team of reservationists and this amazing team of reservationists and this amazing team of reservationists and I believed that an experience in my I believed that an experience in my I believed that an experience in my restaurant should start with a human restaurant should start with a human restaurant should start with a human voice. That was what I deemed to be the voice. That was what I deemed to be the voice. That was what I deemed to be the most hospitable. So we used Open Table, most hospitable. So we used Open Table, most hospitable. So we used Open Table, but I blocked all the reservations that but I blocked all the reservations that but I blocked all the reservations that you could not book them online. You had you could not book them online. You had you could not book them online. You had to call the restaurant.

to call the restaurant. to call the restaurant. >> Oh, really? >> Oh, really? >> Oh, really? Now, thankfully, I had enough people in Now, thankfully, I had enough people in Now, thankfully, I had enough people in my team who trusted me enough that they my team who trusted me enough that they my team who trusted me enough that they were willing to tell me when they were willing to tell me when they were willing to tell me when they thought I was dropping the ball. And one thought I was dropping the ball. And one thought I was dropping the ball. And one of them did. They said, "We think you're of them did. They said, "We think you're of them did. They said, "We think you're making a huge mistake. Can you call the making a huge mistake. Can you call the making a huge mistake. Can you call the restaurant tomorrow and try to make a restaurant tomorrow and try to make a restaurant tomorrow and try to make a reservation?" So, I did. I called at reservation?" So, I did. I called at reservation?" So, I did. I called at 9:00 a.m. only to be put on hold for 30 9:00 a.m. only to be put on hold for 30 9:00 a.m. only to be put on hold for 30 minutes to be taken off hold to be told minutes to be taken off hold to be told minutes to be taken off hold to be told that we were filled and I could add my that we were filled and I could add my that we were filled and I could add my name to the wait list. name to the wait list. name to the wait list. Um, [laughter] Um, [laughter] Um, [laughter] in an effort to make the experience more in an effort to make the experience more in an effort to make the experience more human, I'd made it less hospitable. human, I'd made it less hospitable. human, I'd made it less hospitable. >> Ah, yeah. And so I went the opposite >> Ah, yeah. And so I went the opposite >> Ah, yeah. And so I went the opposite direction. I You could no longer call to direction. I You could no longer call to direction. I You could no longer call to make a reservation. It was only online. make a reservation. It was only online. make a reservation. It was only online. But it's what I did when I made that But it's what I did when I made that But it's what I did when I made that decision that truly defined our decision that truly defined our decision that truly defined our evolution. I did not fire a single evolution. I did not fire a single evolution. I did not fire a single reservationist. reservationist. reservationist. Rather, instead of this group spending Rather, instead of this group spending Rather, instead of this group spending so much of their time picking up the so much of their time picking up the so much of their time picking up the phone to be like, "Hey, we're sorry. phone to be like, "Hey, we're sorry. phone to be like, "Hey, we're sorry. We're full. Can we add your name to the We're full. Can we add your name to the We're full. Can we add your name to the wait list?" They reinvested all of those wait list?" They reinvested all of those wait list?" They reinvested all of those hours into getting to know the people hours into getting to know the people hours into getting to know the people that had made a reservation that had made a reservation that had made a reservation >> so we could make their experience as >> so we could make their experience as >> so we could make their experience as personalized as possible.

personalized as possible. personalized as possible. >> How did you do that? >> How did you do that? >> How did you do that? >> We would just reach out to everyone that >> We would just reach out to everyone that >> We would just reach out to everyone that had a reservation, say, "Hey, my name is had a reservation, say, "Hey, my name is had a reservation, say, "Hey, my name is Will. I'm reaching out from Love Madison Will. I'm reaching out from Love Madison Will. I'm reaching out from Love Madison Park. We see a reservation in two weeks. Park. We see a reservation in two weeks. Park. We see a reservation in two weeks. and we want to make sure that the and we want to make sure that the and we want to make sure that the experience is as good as it can possibly experience is as good as it can possibly experience is as good as it can possibly be. be. be. >> Well, that's a dream. >> Well, that's a dream. >> Well, that's a dream. >> Do you want to send us some some notes >> Do you want to send us some some notes >> Do you want to send us some some notes through this email? Even better, if it's through this email? Even better, if it's through this email? Even better, if it's not an imposition, can we find some time not an imposition, can we find some time not an imposition, can we find some time to get on the phone? Who are you coming to get on the phone? Who are you coming to get on the phone? Who are you coming with? Are you celebrating anything? Is with? Are you celebrating anything? Is with? Are you celebrating anything? Is there anything little or big we can do there anything little or big we can do there anything little or big we can do to make everyone at the table feel to make everyone at the table feel to make everyone at the table feel loved? loved? loved? Um, Um, Um, let's name it luxury. luxury. A luxury good just means there's A luxury good just means there's A luxury good just means there's scarcity in it. scarcity in it. scarcity in it. AI and a lot of the other things at play AI and a lot of the other things at play AI and a lot of the other things at play right now are making human connection right now are making human connection right now are making human connection more and more scarce, which means it is more and more scarce, which means it is more and more scarce, which means it is now one of the greatest forms of luxury now one of the greatest forms of luxury now one of the greatest forms of luxury that exists. that exists. that exists. AI is allowing us to AI is allowing us to AI is allowing us to not spend so much time doing things that not spend so much time doing things that not spend so much time doing things that don't impact the human part of the don't impact the human part of the don't impact the human part of the experience we are creating. It's experience we are creating. It's experience we are creating. It's replacing a lot of the busy work. If we replacing a lot of the busy work. If we replacing a lot of the busy work. If we can just reallocate those hours towards can just reallocate those hours towards can just reallocate those hours towards making the experience human, then I making the experience human, then I making the experience human, then I think AI will make our businesses, our think AI will make our businesses, our think AI will make our businesses, our cultures moreospitable.

cultures moreospitable. cultures moreospitable. >> I think that's the pivot that is being >> I think that's the pivot that is being >> I think that's the pivot that is being lost in the dialogue right here. Aaron, lost in the dialogue right here. Aaron, lost in the dialogue right here. Aaron, I'm really glad you broke down the I'm really glad you broke down the I'm really glad you broke down the reservation system at 11 Madison Park. reservation system at 11 Madison Park. reservation system at 11 Madison Park. By the way, just a a little little By the way, just a a little little By the way, just a a little little editorial note here. I've been thinking editorial note here. I've been thinking editorial note here. I've been thinking a lot about every CEO, every senior a lot about every CEO, every senior a lot about every CEO, every senior pastor, every senior leader should go pastor, every senior leader should go pastor, every senior leader should go through the same through the same through the same process that any customer has to go process that any customer has to go process that any customer has to go through. through. through. >> Like you calling the restaurant and >> Like you calling the restaurant and >> Like you calling the restaurant and being put on hold for 30 minutes only to being put on hold for 30 minutes only to being put on hold for 30 minutes only to find out that you're fully booked. That find out that you're fully booked. That find out that you're fully booked. That is a really good and I think you know is a really good and I think you know is a really good and I think you know we're used to we know where the good we're used to we know where the good we're used to we know where the good parking spots are. We know the shortcuts parking spots are. We know the shortcuts parking spots are. We know the shortcuts and for a lot of us we could snap our and for a lot of us we could snap our and for a lot of us we could snap our fingers and just get what we want when fingers and just get what we want when fingers and just get what we want when we want it. And I think we forget what we want it. And I think we forget what we want it. And I think we forget what the end user experience is like and the end user experience is like and the end user experience is like and that's by the way that's by the way that's by the way >> great learning. >> great learning. >> great learning. >> By the way, let's just sit here for a >> By the way, let's just sit here for a >> By the way, let's just sit here for a second. second. second. >> Yeah. [snorts] >> Yeah. [snorts] >> Yeah. [snorts] Everyone is a customer at someone else's Everyone is a customer at someone else's Everyone is a customer at someone else's business, business, business, which means that everyone has a list of which means that everyone has a list of which means that everyone has a list of pet peeves about something. I could sit pet peeves about something. I could sit pet peeves about something. I could sit here and spend 20 minutes going through here and spend 20 minutes going through here and spend 20 minutes going through my list of pet peeves about staying in my list of pet peeves about staying in my list of pet peeves about staying in hotels.

hotels. hotels. Um, Um, Um, those issues exist only in the hotels those issues exist only in the hotels those issues exist only in the hotels where the person who runs that hotel is where the person who runs that hotel is where the person who runs that hotel is not staying at the hotel. not staying at the hotel. not staying at the hotel. If you run a business, if you're a If you run a business, if you're a If you run a business, if you're a pastor of a church, pastor of a church, pastor of a church, >> I guarantee you there are people in your >> I guarantee you there are people in your >> I guarantee you there are people in your congregation who have a list of pet congregation who have a list of pet congregation who have a list of pet peeves about your church. [laughter] peeves about your church. [laughter] peeves about your church. [laughter] >> And you don't know what they are if >> And you don't know what they are if >> And you don't know what they are if you've never actually walked in their you've never actually walked in their you've never actually walked in their shoes and walked through the door they shoes and walked through the door they shoes and walked through the door they walked through and used the bathroom walked through and used the bathroom walked through and used the bathroom that they use and sit and listen to that they use and sit and listen to that they use and sit and listen to someone else lead that service. There someone else lead that service. There someone else lead that service. There there are things that could so easily be there are things that could so easily be there are things that could so easily be alleviated. alleviated. alleviated. We I used to sit down at my own We I used to sit down at my own We I used to sit down at my own restaurant four times a year. The night restaurant four times a year. The night restaurant four times a year. The night we launched the new seasonal menu. we launched the new seasonal menu. we launched the new seasonal menu. >> The next day, the menu would be >> The next day, the menu would be >> The next day, the menu would be dramatically different than what it was dramatically different than what it was dramatically different than what it was night one. Because the reality is is night one. Because the reality is is night one. Because the reality is is the restaurant, as the metaphor, the the restaurant, as the metaphor, the the restaurant, as the metaphor, the meal tastes different when you're meal tastes different when you're meal tastes different when you're sitting in the dining room than you sitting in the dining room than you sitting in the dining room than you thought it was going to taste when you thought it was going to taste when you thought it was going to taste when you designed it in the kitchen.

designed it in the kitchen. designed it in the kitchen. >> That exists in every business. >> That exists in every business. >> That exists in every business. I could not cosign what you just said I could not cosign what you just said I could not cosign what you just said with enough passion if you've not with enough passion if you've not with enough passion if you've not actually been your own customer. actually been your own customer. actually been your own customer. You you cannot be operating at at better You you cannot be operating at at better You you cannot be operating at at better than 80% of your potential. I think than 80% of your potential. I think than 80% of your potential. I think because I fill out um surveys for because I fill out um surveys for because I fill out um surveys for airlines and hotels and that I often get airlines and hotels and that I often get airlines and hotels and that I often get asked to do it and I remember filling asked to do it and I remember filling asked to do it and I remember filling one out lately was like I wish your CEO one out lately was like I wish your CEO one out lately was like I wish your CEO had to had to reach support the same way had to had to reach support the same way had to had to reach support the same way we do. we do. we do. >> Yeah. >> Yeah. >> Yeah. >> Um and and I think we we get elevated >> Um and and I think we we get elevated >> Um and and I think we we get elevated those of us in senior leadership because those of us in senior leadership because those of us in senior leadership because you're right. It's like well I tasted it you're right. It's like well I tasted it you're right. It's like well I tasted it in the kitchen when we were putting it in the kitchen when we were putting it in the kitchen when we were putting it together. How could the uh how could the together. How could the uh how could the together. How could the uh how could the appetizer be off? But that's really appetizer be off? But that's really appetizer be off? But that's really interesting. Um, interesting. Um, interesting. Um, >> the appetizer being off, just to like >> the appetizer being off, just to like >> the appetizer being off, just to like make sure the metaphor is landing, make sure the metaphor is landing, make sure the metaphor is landing, >> we served a tasty menu. Maybe we didn't >> we served a tasty menu. Maybe we didn't >> we served a tasty menu. Maybe we didn't serve you enough food. Maybe we served serve you enough food. Maybe we served serve you enough food. Maybe we served you too much food. Maybe it was too you too much food. Maybe it was too you too much food. Maybe it was too heavy in the middle. Maybe it was too heavy in the middle. Maybe it was too heavy in the middle. Maybe it was too light at the top. Maybe we were light at the top. Maybe we were light at the top. Maybe we were interrupting you too many times through interrupting you too many times through interrupting you too many times through our explanations of the things we were our explanations of the things we were our explanations of the things we were serving so that we weren't letting you serving so that we weren't letting you serving so that we weren't letting you fully connect to the people at the fully connect to the people at the fully connect to the people at the table. I'm saying like the the little table. I'm saying like the the little table. I'm saying like the the little opportunities to make something better opportunities to make something better opportunities to make something better are endless, but if you not if you can't are endless, but if you not if you can't are endless, but if you not if you can't if you're not putting yourself in the if you're not putting yourself in the if you're not putting yourself in the shoes of the people you are serving, shoes of the people you are serving, shoes of the people you are serving, you're never going to be able to see you're never going to be able to see you're never going to be able to see them all.

>> Um, you may or may not want to go there, >> Um, you may or may not want to go there, but just so that with the purpose, I but just so that with the purpose, I but just so that with the purpose, I guess the purpose behind the question is guess the purpose behind the question is guess the purpose behind the question is let's see ourselves more clearly because let's see ourselves more clearly because let's see ourselves more clearly because I stay in a lot of hotels. I also have a I stay in a lot of hotels. I also have a I stay in a lot of hotels. I also have a list of pet peeves. What would be some list of pet peeves. What would be some list of pet peeves. What would be some things that would be kind of lowhanging things that would be kind of lowhanging things that would be kind of lowhanging fruit that would be pet peeves in the fruit that would be pet peeves in the fruit that would be pet peeves in the public sphere that that senior leaders public sphere that that senior leaders public sphere that that senior leaders ought to pay attention to? ought to pay attention to? ought to pay attention to? >> Mhm. [laughter] >> Mhm. [laughter] >> Mhm. [laughter] I mean, I I'll give you one from a hotel I mean, I I'll give you one from a hotel I mean, I I'll give you one from a hotel because I think it's because I think it's because I think it's everyone I talk to that travels a lot everyone I talk to that travels a lot everyone I talk to that travels a lot can relate to this and it's how hard it can relate to this and it's how hard it can relate to this and it's how hard it can be to turn the lights off at the end can be to turn the lights off at the end can be to turn the lights off at the end of the night where every single lamp of the night where every single lamp of the night where every single lamp like it's getting to the point where you like it's getting to the point where you like it's getting to the point where you need like a master's degree to figure need like a master's degree to figure need like a master's degree to figure out how to turn off every light. True. out how to turn off every light. True. out how to turn off every light. True. >> And by the way, what that means is that >> And by the way, what that means is that >> And by the way, what that means is that They delegated the design of the hotel They delegated the design of the hotel They delegated the design of the hotel to a designer who was just trying to to a designer who was just trying to to a designer who was just trying to make it look good. And they were so make it look good. And they were so make it look good. And they were so focused on what they wanted to serve focused on what they wanted to serve focused on what they wanted to serve that they weren't focused enough on how that they weren't focused enough on how that they weren't focused enough on how that thing would be received.

that thing would be received. that thing would be received. They wanted the lights to look beautiful They wanted the lights to look beautiful They wanted the lights to look beautiful and they didn't consider the human and they didn't consider the human and they didn't consider the human experience of actually turning them on experience of actually turning them on experience of actually turning them on and off, which is much more important and off, which is much more important and off, which is much more important than the beauty of a fixture. than the beauty of a fixture. than the beauty of a fixture. Um the the same is true. It's like Um the the same is true. It's like Um the the same is true. It's like serving the thing you want to serve as serving the thing you want to serve as serving the thing you want to serve as opposed to the thing that want that opposed to the thing that want that opposed to the thing that want that people want to receive. And so you can people want to receive. And so you can people want to receive. And so you can now take that and bring it through so now take that and bring it through so now take that and bring it through so many different experiences. This episode many different experiences. This episode many different experiences. This episode is brought to you by First Impressions. is brought to you by First Impressions. is brought to you by First Impressions. Is the person leading your guest Is the person leading your guest Is the person leading your guest experience actually being developed or experience actually being developed or experience actually being developed or are they just surviving Sunday to are they just surviving Sunday to are they just surviving Sunday to Sunday? For most churches, the stakes Sunday? For most churches, the stakes Sunday? For most churches, the stakes for that role could not be higher. But for that role could not be higher. But for that role could not be higher. But the investment in the person holding on the investment in the person holding on the investment in the person holding on to this role is almost always way too to this role is almost always way too to this role is almost always way too low. That's why the First Impressions low. That's why the First Impressions low. That's why the First Impressions Academy exists. It's an online community Academy exists. It's an online community Academy exists. It's an online community built specifically for guest experience built specifically for guest experience built specifically for guest experience leaders with coaching from people who leaders with coaching from people who leaders with coaching from people who have actually done the job, practical have actually done the job, practical have actually done the job, practical training that people can apply training that people can apply training that people can apply immediately, and a first impressions immediately, and a first impressions immediately, and a first impressions audit that shows your church exactly audit that shows your church exactly audit that shows your church exactly where you're losing guests and how to where you're losing guests and how to where you're losing guests and how to fix it. And right now, podcast listeners fix it. And right now, podcast listeners fix it. And right now, podcast listeners get 30 days free. Check it out for get 30 days free. Check it out for get 30 days free. Check it out for yourself or pass it on to your team yourself or pass it on to your team yourself or pass it on to your team member with promo code carry 30. carry member with promo code carry 30. carry member with promo code carry 30. carry 30 at fic.comacademy.

Claim your first 30 days to the First Claim your first 30 days to the First Impressions Academy free today with Impressions Academy free today with Impressions Academy free today with promo code carry 30. You know, that's promo code carry 30. You know, that's promo code carry 30. You know, that's funny because as soon as you said that, funny because as soon as you said that, funny because as soon as you said that, I'm remembering one hotel. I don't I'm remembering one hotel. I don't I'm remembering one hotel. I don't remember what city, what hotel, but I remember what city, what hotel, but I remember what city, what hotel, but I think I spent a half hour trying to think I spent a half hour trying to think I spent a half hour trying to figure out how to turn the last light figure out how to turn the last light figure out how to turn the last light off. off. off. >> Yeah. No. >> Yeah. No. >> Yeah. No. >> And I thought I'm going to have to sleep >> And I thought I'm going to have to sleep >> And I thought I'm going to have to sleep with the lights on, I guess, tonight. with the lights on, I guess, tonight. with the lights on, I guess, tonight. doesn't make sense. doesn't make sense. doesn't make sense. >> Yeah. >> Yeah. >> Yeah. >> Or where the outlet is that you're >> Or where the outlet is that you're >> Or where the outlet is that you're plugging your device into to charge at plugging your device into to charge at plugging your device into to charge at the end of the night. Or the curtains the end of the night. Or the curtains the end of the night. Or the curtains that no matter how many times you try to that no matter how many times you try to that no matter how many times you try to close them, you can't do it just well close them, you can't do it just well close them, you can't do it just well enough that light won't come through the enough that light won't come through the enough that light won't come through the middle of them, right? Like middle of them, right? Like middle of them, right? Like >> Yeah. >> Yeah. >> Yeah. >> All these things. >> All these things. >> All these things. >> Yeah. For restaurants, what are some of >> Yeah. For restaurants, what are some of >> Yeah. For restaurants, what are some of those lowhanging fruit issues? Um those lowhanging fruit issues? Um those lowhanging fruit issues? Um >> I mean, the sound, the the volume in a >> I mean, the sound, the the volume in a >> I mean, the sound, the the volume in a restaurant. restaurant. restaurant. >> What do you like? I like quieter places. >> What do you like? I like quieter places. >> What do you like? I like quieter places. It's not so quiet that everybody can It's not so quiet that everybody can It's not so quiet that everybody can hear my conversation, but I find often hear my conversation, but I find often hear my conversation, but I find often at a group dinner and I just had my at a group dinner and I just had my at a group dinner and I just had my hearing tested. It's good. Um, and I hearing tested. It's good. Um, and I hearing tested. It's good. Um, and I don't have any hearing loss, but like if don't have any hearing loss, but like if don't have any hearing loss, but like if there's a lot of people chatting the den there's a lot of people chatting the den there's a lot of people chatting the den kind of Sorry. What was that, Will? What kind of Sorry. What was that, Will? What kind of Sorry. What was that, Will? What was that, Will?

was that, Will? was that, Will? >> Yeah, exactly. And it's, by the way, the >> Yeah, exactly. And it's, by the way, the >> Yeah, exactly. And it's, by the way, the worst. My my wife and I had dinner with worst. My my wife and I had dinner with worst. My my wife and I had dinner with um Henry Cloud and his wife Tori um Henry Cloud and his wife Tori um Henry Cloud and his wife Tori recently and the the restaurant was so recently and the the restaurant was so recently and the the restaurant was so loud that loud that loud that it was frustrating. We were there just it was frustrating. We were there just it was frustrating. We were there just to be together and we could hardly to be together and we could hardly to be together and we could hardly engage in quality conversation. Um no, I engage in quality conversation. Um no, I engage in quality conversation. Um no, I believe music in a restaurant and by the believe music in a restaurant and by the believe music in a restaurant and by the way there are some restaurants that are way there are some restaurants that are way there are some restaurants that are meant to be more clubby and I get that. meant to be more clubby and I get that. meant to be more clubby and I get that. So this is not, you know, one So this is not, you know, one So this is not, you know, one sizefits-all, but that music in a sizefits-all, but that music in a sizefits-all, but that music in a restaurant should be just loud enough restaurant should be just loud enough restaurant should be just loud enough that when you and I are two of the first that when you and I are two of the first that when you and I are two of the first people in the room, we don't feel a people in the room, we don't feel a people in the room, we don't feel a compulsion to whisper. But when the room compulsion to whisper. But when the room compulsion to whisper. But when the room is filled, you can't hear the music is filled, you can't hear the music is filled, you can't hear the music anymore. It like meshes together anymore. It like meshes together anymore. It like meshes together seamlessly with this den of seamlessly with this den of seamlessly with this den of conversation. conversation. conversation. >> I would agree with that. That sounds >> I would agree with that. That sounds >> I would agree with that. That sounds about right. I've I've actually once in about right. I've I've actually once in about right. I've I've actually once in a while just asked the server, "Is there a while just asked the server, "Is there a while just asked the server, "Is there any way the music get dialed down a any way the music get dialed down a any way the music get dialed down a little bit?" And it's not a club. It's little bit?" And it's not a club. It's little bit?" And it's not a club. It's not like a sports bar. It's a not like a sports bar. It's a not like a sports bar. It's a >> And you feel fine dining restaurant. >> And you feel fine dining restaurant. >> And you feel fine dining restaurant. >> I don't know what you most people feel >> I don't know what you most people feel >> I don't know what you most people feel really embarrassed to ask that question. really embarrassed to ask that question. really embarrassed to ask that question. >> Yeah. I I don't want to be awkward. I >> Yeah. I I don't want to be awkward. I >> Yeah. I I don't want to be awkward. I don't want to embarrass the people I'm don't want to embarrass the people I'm don't want to embarrass the people I'm with, but at the end of the day, you're with, but at the end of the day, you're with, but at the end of the day, you're competing, right, with with that. Yeah, competing, right, with with that. Yeah, competing, right, with with that. Yeah, that's those are things we don't think that's those are things we don't think that's those are things we don't think about. If you were to attend like a a about. If you were to attend like a a about. If you were to attend like a a conference or a church on a weekend, conference or a church on a weekend, conference or a church on a weekend, what would be some things that people what would be some things that people what would be some things that people would naturally need to look for that would naturally need to look for that would naturally need to look for that could be common irritations or blind could be common irritations or blind could be common irritations or blind spots for the leaders?

spots for the leaders? spots for the leaders? I mean, it's so hard to like give I mean, it's so hard to like give I mean, it's so hard to like give blanket answers to to questions like blanket answers to to questions like blanket answers to to questions like that. that. that. How long is the music at the beginning? How long is the music at the beginning? How long is the music at the beginning? Is the band so excited about this Is the band so excited about this Is the band so excited about this additional song they want to play that additional song they want to play that additional song they want to play that now they're playing for too long? You now they're playing for too long? You now they're playing for too long? You know, like it's this kind of thing. I know, like it's this kind of thing. I know, like it's this kind of thing. I generally it's it's like it's like so generally it's it's like it's like so generally it's it's like it's like so many things. Anyone has ever been to a many things. Anyone has ever been to a many things. Anyone has ever been to a conference and heard someone speak, conference and heard someone speak, conference and heard someone speak, I can count on I can count on I can count on one hand how many times I wish the one hand how many times I wish the one hand how many times I wish the speaker had spoken longer. And it goes back to the very like this And it goes back to the very like this one fundamental idea. one fundamental idea. one fundamental idea. We are so focused on serving what we We are so focused on serving what we We are so focused on serving what we want to serve. We have all these things want to serve. We have all these things want to serve. We have all these things we want to say. We need to get them all we want to say. We need to get them all we want to say. We need to get them all out. We have all these songs we want to out. We have all these songs we want to out. We have all these songs we want to play. We need to get them all out. We play. We need to get them all out. We play. We need to get them all out. We have so many ideas and people aren't have so many ideas and people aren't have so many ideas and people aren't just good enough at saying, "Hey, am I just good enough at saying, "Hey, am I just good enough at saying, "Hey, am I doing all this because I'm so proud of doing all this because I'm so proud of doing all this because I'm so proud of myself that I need everyone to hear my myself that I need everyone to hear my myself that I need everyone to hear my brilliance or my wisdom or whatever it brilliance or my wisdom or whatever it brilliance or my wisdom or whatever it is?" Um, more often than not, is?" Um, more often than not, is?" Um, more often than not, you could take a few things off you could take a few things off you could take a few things off >> and the point will resonate so much more >> and the point will resonate so much more >> and the point will resonate so much more with the people you're trying to serve.

with the people you're trying to serve. with the people you're trying to serve. Let's uh let's go back to a fundamental. Let's uh let's go back to a fundamental. Let's uh let's go back to a fundamental. What's a difference? And I know we've What's a difference? And I know we've What's a difference? And I know we've hinted at it already between service and hinted at it already between service and hinted at it already between service and hospitality. hospitality. hospitality. That's something I think we need to That's something I think we need to That's something I think we need to really get right. So my favorite quote really get right. So my favorite quote really get right. So my favorite quote about hospitality comes from Maya about hospitality comes from Maya about hospitality comes from Maya Angelou. She said, "People will forget Angelou. She said, "People will forget Angelou. She said, "People will forget what you said. They will forget what you what you said. They will forget what you what you said. They will forget what you did, but they will never forget how you did, but they will never forget how you did, but they will never forget how you made them feel." made them feel." made them feel." Service falls into the bucket of things Service falls into the bucket of things Service falls into the bucket of things you say and do. you say and do. you say and do. Hospitality is how you make them feel. Hospitality is how you make them feel. Hospitality is how you make them feel. Do you give them a sense of belonging in Do you give them a sense of belonging in Do you give them a sense of belonging in your space? Do you make them feel seen? your space? Do you make them feel seen? your space? Do you make them feel seen? Do they leave feeling genuinely Do they leave feeling genuinely Do they leave feeling genuinely welcomed? welcomed? welcomed? You could go into a restaurant or a You could go into a restaurant or a You could go into a restaurant or a church and technically the experience is church and technically the experience is church and technically the experience is perfect, perfect, perfect, but you leave feeling no sense of but you leave feeling no sense of but you leave feeling no sense of emotional connection to the place. emotional connection to the place. emotional connection to the place. Um, and you could go to a restaurant or Um, and you could go to a restaurant or Um, and you could go to a restaurant or a church and gosh, it's so inherently a church and gosh, it's so inherently a church and gosh, it's so inherently flawed. Maybe it took a little bit flawed. Maybe it took a little bit flawed. Maybe it took a little bit longer to get you to the table and the longer to get you to the table and the longer to get you to the table and the food took a little bit too long and the food took a little bit too long and the food took a little bit too long and the food itself wasn't food itself wasn't food itself wasn't mindblowingly good, but gosh, they made mindblowingly good, but gosh, they made mindblowingly good, but gosh, they made you feel so unbelievably special.

you feel so unbelievably special. you feel so unbelievably special. Like they felt so lucky that you were Like they felt so lucky that you were Like they felt so lucky that you were there. Um, there. Um, there. Um, and honestly, the reason why it probably and honestly, the reason why it probably and honestly, the reason why it probably took you a little bit longer to sit took you a little bit longer to sit took you a little bit longer to sit down, and the reason why the food took a down, and the reason why the food took a down, and the reason why the food took a little bit longer is because the people little bit longer is because the people little bit longer is because the people that were serving you were so present that were serving you were so present that were serving you were so present when they were serving you that they when they were serving you that they when they were serving you that they stopped thinking about all the other stopped thinking about all the other stopped thinking about all the other things that they needed to do. And things that they needed to do. And things that they needed to do. And that's what gave you that sense of that's what gave you that sense of that's what gave you that sense of connection to the place. I I think way connection to the place. I I think way connection to the place. I I think way too often we are so focused on too often we are so focused on too often we are so focused on perfecting our service that we're not perfecting our service that we're not perfecting our service that we're not nearly focused enough on just pursuing nearly focused enough on just pursuing nearly focused enough on just pursuing the people we're serving. Well, I'll the people we're serving. Well, I'll the people we're serving. Well, I'll return the compliment. I mean, you have return the compliment. I mean, you have return the compliment. I mean, you have a million opportunities. You've sold a million opportunities. You've sold a million opportunities. You've sold millions of books. I mean, it's been millions of books. I mean, it's been millions of books. I mean, it's been spectacular um to see what God has done spectacular um to see what God has done spectacular um to see what God has done with your life. Like, it's really with your life. Like, it's really with your life. Like, it's really beautiful. But you have a presence, beautiful. But you have a presence, beautiful. But you have a presence, Will, that from the first time we Will, that from the first time we Will, that from the first time we connected made me feel seen and heard connected made me feel seen and heard connected made me feel seen and heard and valued and like I wasn't interview and valued and like I wasn't interview and valued and like I wasn't interview number 737 number 737 number 737 out of 738 as part of the press tour, out of 738 as part of the press tour, out of 738 as part of the press tour, which is really special. And one of the which is really special. And one of the which is really special. And one of the things, you know, we do some training things, you know, we do some training things, you know, we do some training for preachers uh in our little company, for preachers uh in our little company, for preachers uh in our little company, but one of the things I think about but one of the things I think about but one of the things I think about because it's so hard when you're the because it's so hard when you're the because it's so hard when you're the communicator because you're always communicator because you're always communicator because you're always thinking, well, how am I doing? How am I thinking, well, how am I doing? How am I thinking, well, how am I doing? How am I doing? Am I connecting? Am I Am I making doing? Am I connecting? Am I Am I making doing? Am I connecting? Am I Am I making my points? Or my points? Or my points? Or >> people hearing me? And I think it was >> people hearing me? And I think it was >> people hearing me? And I think it was Dr. Charles Stanley, Andy's dad. I don't Dr. Charles Stanley, Andy's dad. I don't Dr. Charles Stanley, Andy's dad. I don't know whether you know Andy or not, but know whether you know Andy or not, but know whether you know Andy or not, but who said, "Oh, you should. That'd be who said, "Oh, you should. That'd be who said, "Oh, you should. That'd be great." Um, great." Um, great." Um, >> who said, "Don't worry about what you're

>> who said, "Don't worry about what you're >> who said, "Don't worry about what you're doing. Worry about what God is doing." I doing. Worry about what God is doing." I doing. Worry about what God is doing." I thought that's really good. And then I thought that's really good. And then I thought that's really good. And then I also think I have to think as a speaker, also think I have to think as a speaker, also think I have to think as a speaker, how's my audience doing? how's my audience doing? how's my audience doing? >> What is tracking? What is not tracking? >> What is tracking? What is not tracking? >> What is tracking? What is not tracking? What what are they resonating with? What what are they resonating with? What what are they resonating with? Where do I need to slow down? Like if if Where do I need to slow down? Like if if Where do I need to slow down? Like if if I start to see tears or couples, you I start to see tears or couples, you I start to see tears or couples, you know, elbowing each other, know, elbowing each other, know, elbowing each other, I probably need to slow down because I probably need to slow down because I probably need to slow down because something I wasn't even thinking would something I wasn't even thinking would something I wasn't even thinking would resonate is resonating and then I just resonate is resonating and then I just resonate is resonating and then I just need to sit in that space for a little need to sit in that space for a little need to sit in that space for a little while. And maybe that means I cut 10 while. And maybe that means I cut 10 while. And maybe that means I cut 10 minutes from the end or we don't go minutes from the end or we don't go minutes from the end or we don't go quite as far as I thought. So as I as I quite as far as I thought. So as I as I quite as far as I thought. So as I as I develop as a communicator, I'm trying to develop as a communicator, I'm trying to develop as a communicator, I'm trying to think more about think more about think more about um what is the audience like? Often I um what is the audience like? Often I um what is the audience like? Often I come here to this podcast and I'm come here to this podcast and I'm come here to this podcast and I'm thinking through because I'm so thinking through because I'm so thinking through because I'm so privileged to have these conversations privileged to have these conversations privileged to have these conversations with so many world-class leaders. I'm with so many world-class leaders. I'm with so many world-class leaders. I'm like, what does my audience want to like, what does my audience want to like, what does my audience want to know? Whether you're leading a church of know? Whether you're leading a church of know? Whether you're leading a church of 20,000 or you're leading a church of 20, 20,000 or you're leading a church of 20, 20,000 or you're leading a church of 20, whether your church is 200 years old or whether your church is 200 years old or whether your church is 200 years old or whether it's two months old, I try to whether it's two months old, I try to whether it's two months old, I try to bring the questions that the audience bring the questions that the audience bring the questions that the audience would want to ask. And I'm just would want to ask. And I'm just would want to ask. And I'm just wondering because you know church church wondering because you know church church wondering because you know church church is great. Church has flaws. We can be a is great. Church has flaws. We can be a is great. Church has flaws. We can be a performance culture in the same way that performance culture in the same way that performance culture in the same way that I'm sure restaurants can be a I'm sure restaurants can be a I'm sure restaurants can be a performance culture. Have you read our performance culture. Have you read our performance culture. Have you read our reviews? Did you not see what the New reviews? Did you not see what the New reviews? Did you not see what the New York Times said? Do you not see what York Times said? Do you not see what York Times said? Do you not see what >> Look at how many people come to our >> Look at how many people come to our >> Look at how many people come to our church. Look how much bigger our church. Look how much bigger our church. Look how much bigger our congregation is than Yeah.

congregation is than Yeah. congregation is than Yeah. >> Look at how awesome I am. Will, you >> Look at how awesome I am. Will, you >> Look at how awesome I am. Will, you know, and I've that's a constant fight. know, and I've that's a constant fight. know, and I've that's a constant fight. I mean, I was telling you before I've I mean, I was telling you before I've I mean, I was telling you before I've been to on-site. I mean, some of that is been to on-site. I mean, some of that is been to on-site. I mean, some of that is you just got to die to that over and you just got to die to that over and you just got to die to that over and over and over and over again as a over and over and over again as a over and over and over again as a leader. So, I'd love your thoughts on leader. So, I'd love your thoughts on leader. So, I'd love your thoughts on that. It's a bit of a riff, but that. It's a bit of a riff, but that. It's a bit of a riff, but >> well, I think there's a couple I want to >> well, I think there's a couple I want to >> well, I think there's a couple I want to like divide what you just said into two like divide what you just said into two like divide what you just said into two categories, categories, categories, >> public speaking. >> public speaking. >> public speaking. >> Yeah. >> Yeah. >> Yeah. >> I think there's a delicate balance here. >> I think there's a delicate balance here. >> I think there's a delicate balance here. >> One of the things I would always say to >> One of the things I would always say to >> One of the things I would always say to my team, my managers as they were going my team, my managers as they were going my team, my managers as they were going into stepping into the role of leading into stepping into the role of leading into stepping into the role of leading our daily huddle, which for me is an our daily huddle, which for me is an our daily huddle, which for me is an expression of public speaking. And expression of public speaking. And expression of public speaking. And >> every every leader should be having a >> every every leader should be having a >> every every leader should be having a daily huddle with their teams. And if daily huddle with their teams. And if daily huddle with their teams. And if you don't approach that daily huddle you don't approach that daily huddle you don't approach that daily huddle with as much creativity and intention as with as much creativity and intention as with as much creativity and intention as you do publicly addressing your you do publicly addressing your you do publicly addressing your customers, your congregation, you're customers, your congregation, you're customers, your congregation, you're doing your team a disservice. That's a doing your team a disservice. That's a doing your team a disservice. That's a beautiful opportunity to lead the people beautiful opportunity to lead the people beautiful opportunity to lead the people on your team. on your team. on your team. >> And so when a manager was finally >> And so when a manager was finally >> And so when a manager was finally getting to the place of leading that getting to the place of leading that getting to the place of leading that meeting, I would spend a bunch of time meeting, I would spend a bunch of time meeting, I would spend a bunch of time with them to make sure they knew how to with them to make sure they knew how to with them to make sure they knew how to lead it well. And one of the lessons was lead it well. And one of the lessons was lead it well. And one of the lessons was remember your energy is there to impact remember your energy is there to impact remember your energy is there to impact them, not the other way around. And the them, not the other way around. And the them, not the other way around. And the reason I'd said that is because reason I'd said that is because reason I'd said that is because a lot of people get in front of a group a lot of people get in front of a group a lot of people get in front of a group and they can misinterpret the energy and they can misinterpret the energy and they can misinterpret the energy they're getting from the people they're they're getting from the people they're they're getting from the people they're speaking to.

speaking to. speaking to. This is what I look like when I'm This is what I look like when I'm This is what I look like when I'm genuinely invested in the message I'm genuinely invested in the message I'm genuinely invested in the message I'm hearing. like it doesn't anyone who's just like it doesn't anyone who's just listening I just made a facial listening I just made a facial listening I just made a facial expression that does not communicate expression that does not communicate expression that does not communicate wrapped interest in the idea but it but wrapped interest in the idea but it but wrapped interest in the idea but it but that's how I'm feeling I I do a lot of that's how I'm feeling I I do a lot of that's how I'm feeling I I do a lot of public speaking now there are times when public speaking now there are times when public speaking now there are times when I am delivering a talk and I'm like gosh I am delivering a talk and I'm like gosh I am delivering a talk and I'm like gosh these people are just not into it these people are just not into it these people are just not into it >> and then I finish it and it's a wild >> and then I finish it and it's a wild >> and then I finish it and it's a wild standing ovation right so like you can't standing ovation right so like you can't standing ovation right so like you can't like let like let like let >> the energy you feel get too much in your >> the energy you feel get too much in your >> the energy you feel get too much in your head because it starts to like put your head because it starts to like put your head because it starts to like put your fire out fire out fire out and and perhaps unnecessarily because and and perhaps unnecessarily because and and perhaps unnecessarily because they may actually be very interested in they may actually be very interested in they may actually be very interested in it, but people project it, but people project it, but people project the feeling of captivation differently the feeling of captivation differently the feeling of captivation differently than some others do. That's true. Um, than some others do. That's true. Um, than some others do. That's true. Um, now with those groups, I always just now with those groups, I always just now with those groups, I always just find the person that is the most find the person that is the most find the person that is the most enthusiastic and just look at them a lot enthusiastic and just look at them a lot enthusiastic and just look at them a lot in order to keep my my gas tank filled.

in order to keep my my gas tank filled. in order to keep my my gas tank filled. Now that said, Now that said, Now that said, that doesn't prevent you from just that doesn't prevent you from just that doesn't prevent you from just investing as much time as possible investing as much time as possible investing as much time as possible getting to know those people outside of getting to know those people outside of getting to know those people outside of the sermon the sermon the sermon and asking like being genu like being and asking like being genu like being and asking like being genu like being genuinely curious like those surveys you genuinely curious like those surveys you genuinely curious like those surveys you say you are filling out. say you are filling out. say you are filling out. I'd say not to I'd say not to I'd say not to um um um have an uncharitable assumption that have an uncharitable assumption that have an uncharitable assumption that those surveys exist because someone those surveys exist because someone those surveys exist because someone needs to check a box and people aren't needs to check a box and people aren't needs to check a box and people aren't that interested in what you have to say that interested in what you have to say that interested in what you have to say >> as opposed to someone sitting down and >> as opposed to someone sitting down and >> as opposed to someone sitting down and saying, "Hey, saying, "Hey, saying, "Hey, I really want this experience to be I really want this experience to be I really want this experience to be amazing amazing amazing >> and I'm sure there's elements of it that >> and I'm sure there's elements of it that >> and I'm sure there's elements of it that need to be improved. Could you could I need to be improved. Could you could I need to be improved. Could you could I ask you the favor of being remarkably ask you the favor of being remarkably ask you the favor of being remarkably honest with me honest with me honest with me >> and extended that invitation not just to >> and extended that invitation not just to >> and extended that invitation not just to the people you serve but to the team the people you serve but to the team the people you serve but to the team along whom you are serving them.

along whom you are serving them. along whom you are serving them. >> Um >> Um >> Um because that's when you learn that's because that's when you learn that's because that's when you learn that's when by the way you learn to call your when by the way you learn to call your when by the way you learn to call your own restaurant for a reservation the own restaurant for a reservation the own restaurant for a reservation the next day at 9:00 a.m. next day at 9:00 a.m. next day at 9:00 a.m. >> Yeah. >> Yeah. >> Yeah. What are you learning about public What are you learning about public What are you learning about public speaking? because you you had a big speaking? because you you had a big speaking? because you you had a big career flip where you wrote a book that career flip where you wrote a book that career flip where you wrote a book that really took off and all of a sudden really took off and all of a sudden really took off and all of a sudden you're you're on the A circuit. You're you're you're on the A circuit. You're you're you're on the A circuit. You're you're you're [laughter] you're you're [laughter] you're you're [laughter] you're speaking all the time now. What you're speaking all the time now. What you're speaking all the time now. What and and I I imagine there was was did and and I I imagine there was was did and and I I imagine there was was did you ever think that this would be your you ever think that this would be your you ever think that this would be your life and what are you learning in the life and what are you learning in the life and what are you learning in the midst of it? midst of it? midst of it? >> No, I I certainly didn't. I mean a lot >> No, I I certainly didn't. I mean a lot >> No, I I certainly didn't. I mean a lot of the lessons are the same as the of the lessons are the same as the of the lessons are the same as the restaurant. I used to say to the team at restaurant. I used to say to the team at restaurant. I used to say to the team at the restaurant every day is the Super the restaurant every day is the Super the restaurant every day is the Super Bowl. Doesn't matter how many times we Bowl. Doesn't matter how many times we Bowl. Doesn't matter how many times we are serving in this restaurant. The are serving in this restaurant. The are serving in this restaurant. The people who we're serving, this might be people who we're serving, this might be people who we're serving, this might be the only time they ever get to join us. the only time they ever get to join us. the only time they ever get to join us. And so, you better show up with And so, you better show up with And so, you better show up with all of yourself. all of yourself. all of yourself. I think that is so true for public I think that is so true for public I think that is so true for public speaking. And I've seen those that speaking. And I've seen those that speaking. And I've seen those that that are great examples of that and that are great examples of that and that are great examples of that and those that are not.

those that are not. those that are not. Um, and I, you know, we can be so inspired and I, you know, we can be so inspired by others who are amazing examples of by others who are amazing examples of by others who are amazing examples of the people we want to be, but we can the people we want to be, but we can the people we want to be, but we can also be really inspired by the people also be really inspired by the people also be really inspired by the people who are amazing examples of the people who are amazing examples of the people who are amazing examples of the people we don't want to be. we don't want to be. we don't want to be. >> Yes. >> Yes. >> Yes. >> Right. like saying I always want to do >> Right. like saying I always want to do >> Right. like saying I always want to do that is great. Sometimes saying I never that is great. Sometimes saying I never that is great. Sometimes saying I never want to do that is actually more want to do that is actually more want to do that is actually more powerful. powerful. powerful. Um Um Um it is an unbelievable blessing it is an unbelievable blessing it is an unbelievable blessing that people pay me that people pay me that people pay me to talk about the thing that I am the to talk about the thing that I am the to talk about the thing that I am the most passionate about. Like that is most passionate about. Like that is most passionate about. Like that is something that something that something that if I ever get to the point where I take if I ever get to the point where I take if I ever get to the point where I take that for granted, that for granted, that for granted, that will hopefully be the day that I I that will hopefully be the day that I I that will hopefully be the day that I I hang this up. And the reason it's an hang this up. And the reason it's an hang this up. And the reason it's an important thing to acknowledge is important thing to acknowledge is important thing to acknowledge is because because because every time I step onto a stage, I do it every time I step onto a stage, I do it every time I step onto a stage, I do it with gratitude.

with gratitude. with gratitude. >> Yeah. and and try to deliver just the best and try to deliver just the best experience I can possibly deliver. experience I can possibly deliver. experience I can possibly deliver. And I that's the biggest thing I've And I that's the biggest thing I've And I that's the biggest thing I've learned if you just do that every single learned if you just do that every single learned if you just do that every single time. And obviously, I mean, there's the time. And obviously, I mean, there's the time. And obviously, I mean, there's the little technical things about public little technical things about public little technical things about public speaking speaking speaking >> that I've learned >> that I've learned >> that I've learned >> examples. >> examples. >> examples. >> Tell them what you're going to tell them >> Tell them what you're going to tell them >> Tell them what you're going to tell them and then tell them and then tell them and then tell them and then tell them and then tell them and then tell them what you told them. what you told them. what you told them. >> That does work for you. >> That does work for you. >> That does work for you. >> It does work for me. Not like fully >> It does work for me. Not like fully >> It does work for me. Not like fully literally, but I think most people literally, but I think most people literally, but I think most people undervalue the power of repetition. undervalue the power of repetition. undervalue the power of repetition. >> Um, >> Um, >> Um, if you really believe in something, you if you really believe in something, you if you really believe in something, you better be willing to say it enough times better be willing to say it enough times better be willing to say it enough times that you grow sick of hearing yourself that you grow sick of hearing yourself that you grow sick of hearing yourself say it. Otherwise, I guarantee you've say it. Otherwise, I guarantee you've say it. Otherwise, I guarantee you've not said it enough for it to bleed into not said it enough for it to bleed into not said it enough for it to bleed into the room around you. the room around you. the room around you. >> Yeah. Um, >> Yeah. Um, >> Yeah. Um, I mean, one little thing, Simon Synynic I mean, one little thing, Simon Synynic I mean, one little thing, Simon Synynic told me this. He and I spoke at the same told me this. He and I spoke at the same told me this. He and I spoke at the same event, and Simon's been a friend of mine event, and Simon's been a friend of mine event, and Simon's been a friend of mine for a while, and I had been doing it for a while, and I had been doing it for a while, and I had been doing it that that point for about a year and a that that point for about a year and a that that point for about a year and a half. And I said, hey, can you please half. And I said, hey, can you please half. And I said, hey, can you please watch my talk? Like, can you please tell watch my talk? Like, can you please tell watch my talk? Like, can you please tell me what I can do better?

me what I can do better? me what I can do better? >> And he, his biggest thing was, hey, I >> And he, his biggest thing was, hey, I >> And he, his biggest thing was, hey, I went out on stage and did what a lot of went out on stage and did what a lot of went out on stage and did what a lot of people do. I was like, oh my gosh, it's people do. I was like, oh my gosh, it's people do. I was like, oh my gosh, it's such a pleasure to be here. Thank you. such a pleasure to be here. Thank you. such a pleasure to be here. Thank you. D. And then I started my talk. He's D. And then I started my talk. He's D. And then I started my talk. He's like, "Dude, just start the talk. Just like, "Dude, just start the talk. Just like, "Dude, just start the talk. Just skip it. Just please just start the skip it. Just please just start the skip it. Just please just start the talk." And that was some of the best talk." And that was some of the best talk." And that was some of the best advice I've ever gotten. And now it advice I've ever gotten. And now it advice I've ever gotten. And now it honestly drives me crazy honestly drives me crazy honestly drives me crazy >> when other people are like, >> "Yeah, my flight over here, you know, a >> "Yeah, my flight over here, you know, a little bit of rain. Wasn't sure the little bit of rain. Wasn't sure the little bit of rain. Wasn't sure the plane was going to land. plane was going to land. plane was going to land. >> I'm so glad to be here for the third >> I'm so glad to be here for the third >> I'm so glad to be here for the third year in a row." year in a row." year in a row." >> Yeah. >> Yeah. >> Yeah. >> It's It's interesting, you know, because >> It's It's interesting, you know, because >> It's It's interesting, you know, because that that first of all, good for you, that that first of all, good for you, that that first of all, good for you, Simon. Secondly, um Simon. Secondly, um Simon. Secondly, um I heard that years ago and on my good I heard that years ago and on my good I heard that years ago and on my good days I do it, but there is something days I do it, but there is something days I do it, but there is something that makes me feel that makes me feel that makes me feel performative about it. And so why do you performative about it. And so why do you performative about it. And so why do you think it's better to just start? Like think it's better to just start? Like think it's better to just start? Like give us example. What would you start? give us example. What would you start? give us example. What would you start? If you were doing a keynote, we're doing If you were doing a keynote, we're doing If you were doing a keynote, we're doing a conversation about bringing a conversation about bringing a conversation about bringing hospitality to the church, but if we hospitality to the church, but if we hospitality to the church, but if we were asking you for your A-list keynote, were asking you for your A-list keynote, were asking you for your A-list keynote, >> what's your opening line? Um, I I always >> what's your opening line? Um, I I always >> what's your opening line? Um, I I always start whatever keynote I'm delivering start whatever keynote I'm delivering start whatever keynote I'm delivering with a story.

>> That's a great way to do it. >> That's a great way to do it. >> Start the story. >> And >> And listen, the talk is either going to feel listen, the talk is either going to feel listen, the talk is either going to feel performative or it's not. If I'm doing performative or it's not. If I'm doing performative or it's not. If I'm doing my best work, it's not going to feel my best work, it's not going to feel my best work, it's not going to feel performative because I'm going to be I'm performative because I'm going to be I'm performative because I'm going to be I'm going to be bringing all of myself to going to be bringing all of myself to going to be bringing all of myself to it. it's going to feel genuinely it. it's going to feel genuinely it. it's going to feel genuinely personal and personal and personal and um and whether I say good morning it's um and whether I say good morning it's um and whether I say good morning it's so I'm so happy to be here like that so I'm so happy to be here like that so I'm so happy to be here like that doesn't make it feel less performative doesn't make it feel less performative doesn't make it feel less performative >> it's just it's making people wait for >> it's just it's making people wait for >> it's just it's making people wait for the thing that they are there to receive the thing that they are there to receive the thing that they are there to receive >> so you start with the story that's >> so you start with the story that's >> so you start with the story that's brilliant because everyone's hooked brilliant because everyone's hooked brilliant because everyone's hooked >> by the way it requires practice and >> by the way it requires practice and >> by the way it requires practice and confidence confidence confidence >> I think stories >> I think stories >> I think stories >> well >> well >> well I don't like talk in front of a mirror. I don't like talk in front of a mirror. I don't like talk in front of a mirror. >> Yeah. >> Yeah. >> Yeah. >> But in my brain, I'm like before I begin >> But in my brain, I'm like before I begin >> But in my brain, I'm like before I begin a a speech, I will be running through in a a speech, I will be running through in a a speech, I will be running through in my head exactly what like how I want it my head exactly what like how I want it my head exactly what like how I want it to start. I I genu generally have a very to start. I I genu generally have a very to start. I I genu generally have a very specific understanding of what the first specific understanding of what the first specific understanding of what the first five minutes are going to sound like.

five minutes are going to sound like. five minutes are going to sound like. >> Yeah, me [snorts] too. Yeah, good >> Yeah, me [snorts] too. Yeah, good >> Yeah, me [snorts] too. Yeah, good advice. What else are you learning about advice. What else are you learning about advice. What else are you learning about public speaking? Keep the table with the bottle of water Keep the table with the bottle of water extraordinarily close to you on the extraordinarily close to you on the extraordinarily close to you on the stage because the moment you have to stage because the moment you have to stage because the moment you have to walk too far in either direction to take walk too far in either direction to take walk too far in either direction to take a sip of water, you've lost the a sip of water, you've lost the a sip of water, you've lost the connection you have with the people that connection you have with the people that connection you have with the people that you're speaking to. you're speaking to. you're speaking to. >> Wow. >> Wow. >> Wow. >> It drives the stage managers crazy cuz I >> It drives the stage managers crazy cuz I >> It drives the stage managers crazy cuz I always say, I want a stool with a bottle always say, I want a stool with a bottle always say, I want a stool with a bottle of water downstage center right in the of water downstage center right in the of water downstage center right in the middle of the stage right in the front. middle of the stage right in the front. middle of the stage right in the front. and it always messes up their their and it always messes up their their and it always messes up their their visual landscape of what they've tried visual landscape of what they've tried visual landscape of what they've tried to [laughter] create and they're like to [laughter] create and they're like to [laughter] create and they're like they're like we can do it on the right they're like we can do it on the right they're like we can do it on the right side. I was like hey [clears throat] I I side. I was like hey [clears throat] I I side. I was like hey [clears throat] I I am here to serve you am here to serve you am here to serve you and that means telling you what I need and that means telling you what I need and that means telling you what I need to serve you at the best of my to serve you at the best of my to serve you at the best of my abilities. abilities. abilities. >> Good way to phrase it >> Good way to phrase it >> Good way to phrase it >> at the stool downstage center. >> at the stool downstage center. >> at the stool downstage center. >> Wow. [snorts] >> Wow. [snorts] >> Wow. [snorts] Wow. Um, I've learned that I always want Wow. Um, I've learned that I always want Wow. Um, I've learned that I always want to have Q&A at the end of a talk. to have Q&A at the end of a talk. to have Q&A at the end of a talk. >> Really? No matter how big the crowd is.

>> Really? No matter how big the crowd is. >> Really? No matter how big the crowd is. >> No matter how big the crowd is. And by >> No matter how big the crowd is. And by >> No matter how big the crowd is. And by the way, it doesn't need to be with the the way, it doesn't need to be with the the way, it doesn't need to be with the crowd. It could be with one of the crowd. It could be with one of the crowd. It could be with one of the organizers. organizers. organizers. >> Yeah. Um, and I always encourage if it's >> Yeah. Um, and I always encourage if it's >> Yeah. Um, and I always encourage if it's from the host for them to ask me the from the host for them to ask me the from the host for them to ask me the question that they think the biggest question that they think the biggest question that they think the biggest hater in the room is thinking hater in the room is thinking hater in the room is thinking because I want to address that before because I want to address that before because I want to address that before they can leave. they can leave. they can leave. >> Do you have any FAQs like any any >> Do you have any FAQs like any any >> Do you have any FAQs like any any frequent flyers for that category of the frequent flyers for that category of the frequent flyers for that category of the biggest hater in the room? What they're biggest hater in the room? What they're biggest hater in the room? What they're thinking because there's no recurring thinking because there's no recurring thinking because there's no recurring pattern. Yeah. pattern. Yeah. pattern. Yeah. >> I mean generally like yeah it would be >> I mean generally like yeah it would be >> I mean generally like yeah it would be something around something around something around yeah that's great you were in a yeah that's great you were in a yeah that's great you were in a restaurant this is impossible in X restaurant this is impossible in X restaurant this is impossible in X industry or you only served this many industry or you only served this many industry or you only served this many people. We serve this many people it's people. We serve this many people it's people. We serve this many people it's not possible in not possible in not possible in [laughter] [laughter] [laughter] >> we're not that far apart in our fields >> we're not that far apart in our fields >> we're not that far apart in our fields will top objection I have will top objection I have will top objection I have >> that doesn't work in my context. Sorry. >> that doesn't work in my context. Sorry. >> that doesn't work in my context. Sorry. >> Yeah. >> Yeah. >> Yeah. >> It just doesn't work. >> It just doesn't work. >> It just doesn't work. >> But I want to hear that. Yeah. Yeah.

>> But I want to hear that. Yeah. Yeah. >> But I want to hear that. Yeah. Yeah. >> So that we can have the conversation >> So that we can have the conversation >> So that we can have the conversation before you leave the room. It's the same before you leave the room. It's the same before you leave the room. It's the same thing as if someone's in a restaurant thing as if someone's in a restaurant thing as if someone's in a restaurant and they're not happy. I want to know and they're not happy. I want to know and they're not happy. I want to know before they leave the restaurant. before they leave the restaurant. before they leave the restaurant. >> When you have an unhappy customer, what >> When you have an unhappy customer, what >> When you have an unhappy customer, what do you do? do you do? do you do? >> Whatever it takes. >> That's I mean that's the entire answer. >> That's I mean that's the entire answer. >> Yeah. >> Yeah. >> Yeah. >> Like listen, understand where they're >> Like listen, understand where they're >> Like listen, understand where they're coming from, do whatever it takes to fix coming from, do whatever it takes to fix coming from, do whatever it takes to fix it. There's all this data around that. it. There's all this data around that. it. There's all this data around that. If you come into my business, you have a If you come into my business, you have a If you come into my business, you have a good time, you're going to talk about good time, you're going to talk about good time, you're going to talk about it. If you come in, you have a bad time, it. If you come in, you have a bad time, it. If you come in, you have a bad time, you're going to talk about it. But if you're going to talk about it. But if you're going to talk about it. But if you come in and you have a bad time, and you come in and you have a bad time, and you come in and you have a bad time, and I'm willing to do whatever it takes to I'm willing to do whatever it takes to I'm willing to do whatever it takes to make it right, that is the experience make it right, that is the experience make it right, that is the experience you're going to talk about the absolute you're going to talk about the absolute you're going to talk about the absolute most. most. most. So, I'll give you an example of that. I So, I'll give you an example of that. I So, I'll give you an example of that. I thought this was great. We stayed at a thought this was great. We stayed at a thought this was great. We stayed at a chain hotel that was a little bit chain hotel that was a little bit chain hotel that was a little bit bespoke. was in a ski community not that bespoke. was in a ski community not that bespoke. was in a ski community not that far from my house for my wife and I's far from my house for my wife and I's far from my house for my wife and I's anniversary. It's like 3 days away. Went anniversary. It's like 3 days away. Went anniversary. It's like 3 days away. Went to a spa, that kind of thing. And it was to a spa, that kind of thing. And it was to a spa, that kind of thing. And it was a nice hotel, not super high-end, but a nice hotel, not super high-end, but a nice hotel, not super high-end, but definitely not low-end. And when we went definitely not low-end. And when we went definitely not low-end. And when we went in, the the the person, I still remember in, the the the person, I still remember in, the the the person, I still remember his name. His name was Sean, greeted us.

his name. His name was Sean, greeted us. his name. His name was Sean, greeted us. Made me feel very very seen. Um gave us Made me feel very very seen. Um gave us Made me feel very very seen. Um gave us an upgraded room. Didn't even really an upgraded room. Didn't even really an upgraded room. Didn't even really have to ask. He said, "You know what? have to ask. He said, "You know what? have to ask. He said, "You know what? I'm just going to comp you some I'm just going to comp you some I'm just going to comp you some breakfast. You're here for your breakfast. You're here for your breakfast. You're here for your anniversary." I'm like, "Wow, this is anniversary." I'm like, "Wow, this is anniversary." I'm like, "Wow, this is going really really well." We get to our going really really well." We get to our going really really well." We get to our room and nice room. We noticed that the room and nice room. We noticed that the room and nice room. We noticed that the sheets uh had a hole in it. So the next sheets uh had a hole in it. So the next sheets uh had a hole in it. So the next morning I'm like, "Hey, is it possible morning I'm like, "Hey, is it possible morning I'm like, "Hey, is it possible when housekeeping comes in that they when housekeeping comes in that they when housekeeping comes in that they replace the sheets, not just make them?" replace the sheets, not just make them?" replace the sheets, not just make them?" And also I tried to use the balcony, but And also I tried to use the balcony, but And also I tried to use the balcony, but the birds had soiled all of the uh the birds had soiled all of the uh the birds had soiled all of the uh chairs out there. So I wasn't exactly chairs out there. So I wasn't exactly chairs out there. So I wasn't exactly going to sit there. And it was beautiful going to sit there. And it was beautiful going to sit there. And it was beautiful weather. So we we phoned that down. They weather. So we we phoned that down. They weather. So we we phoned that down. They said, "No problem. We'll take care of said, "No problem. We'll take care of said, "No problem. We'll take care of it." Anyway, we get back to our room it." Anyway, we get back to our room it." Anyway, we get back to our room after dinner. It's not care or before after dinner. It's not care or before after dinner. It's not care or before dinner. It's not cared for. So, I went dinner. It's not cared for. So, I went dinner. It's not cared for. So, I went to the front desk and I'm like, "Hey, to the front desk and I'm like, "Hey, to the front desk and I'm like, "Hey, this might have gotten missed. Um, this might have gotten missed. Um, this might have gotten missed. Um, housekeeping's been there. I we'll take housekeeping's been there. I we'll take housekeeping's been there. I we'll take care of it or whatever." So, finally care of it or whatever." So, finally care of it or whatever." So, finally when we got back after dinner, it was when we got back after dinner, it was when we got back after dinner, it was cared for, but the next day I was cared for, but the next day I was cared for, but the next day I was raining and I couldn't really sit raining and I couldn't really sit raining and I couldn't really sit outside and you know, we got one night's outside and you know, we got one night's outside and you know, we got one night's sleep without holy sheets. So, we're sleep without holy sheets. So, we're sleep without holy sheets. So, we're checking out the manager was there, a checking out the manager was there, a checking out the manager was there, a new guy. I hadn't met him and he's like, new guy. I hadn't met him and he's like, new guy. I hadn't met him and he's like, "How was your stay, Mr. New Hoff?" I "How was your stay, Mr. New Hoff?" I "How was your stay, Mr. New Hoff?" I said, "You know, it was it was good." I said, "You know, it was it was good." I said, "You know, it was it was good." I said, "I'm just going to be honest with said, "I'm just going to be honest with said, "I'm just going to be honest with you cuz you're you're the manager." I you cuz you're you're the manager." I you cuz you're you're the manager." I assume he asked. And I explained that we assume he asked. And I explained that we assume he asked. And I explained that we had asked and it hadn't happened. And he had asked and it hadn't happened. And he had asked and it hadn't happened. And he said, "I am so sorry." He says, "I'll said, "I am so sorry." He says, "I'll said, "I am so sorry." He says, "I'll tell you what. I'm going to take 25% off tell you what. I'm going to take 25% off tell you what. I'm going to take 25% off your whole trip. I'm just going to your whole trip. I'm just going to your whole trip. I'm just going to reduce the bill by 25%." And I almost reduce the bill by 25%." And I almost reduce the bill by 25%." And I almost said to him, "That's too much." Like, said to him, "That's too much." Like, said to him, "That's too much." Like, like it was a little hole in the sheet like it was a little hole in the sheet like it was a little hole in the sheet >> and you guys missed it by 5 hours. But

>> and you guys missed it by 5 hours. But >> and you guys missed it by 5 hours. But he's like, "No, we'd love to have you he's like, "No, we'd love to have you he's like, "No, we'd love to have you back here. Away you go." And that left back here. Away you go." And that left back here. Away you go." And that left me feeling like I want to go back to me feeling like I want to go back to me feeling like I want to go back to that hotel again. that hotel again. that hotel again. >> Do you know is that an example of >> Do you know is that an example of >> Do you know is that an example of >> it's it's [clears throat] a great >> it's it's [clears throat] a great >> it's it's [clears throat] a great example. I mean it's example. I mean it's example. I mean it's >> I think the it's not always just about a >> I think the it's not always just about a >> I think the it's not always just about a discount. I think sometimes the more discount. I think sometimes the more discount. I think sometimes the more creative approaches can be the more creative approaches can be the more creative approaches can be the more impactful impactful impactful >> the creative approach. >> the creative approach. >> the creative approach. >> I mean it's situational like >> I mean it's situational like >> I mean it's situational like first of all I'll answer that. The thing first of all I'll answer that. The thing first of all I'll answer that. The thing I always want to do is if I'm going to I always want to do is if I'm going to I always want to do is if I'm going to give you 25% off this day, I'm also give you 25% off this day, I'm also give you 25% off this day, I'm also going to give you 25% off the next one. going to give you 25% off the next one. going to give you 25% off the next one. >> Oh, wow. >> Oh, wow. >> Oh, wow. >> Because I want to make sure you come >> Because I want to make sure you come >> Because I want to make sure you come back and I get like back and I get like back and I get like >> that's a great idea. >> that's a great idea. >> that's a great idea. >> I want to get another swing, right? Like >> I want to get another swing, right? Like >> I want to get another swing, right? Like I struck out. That doesn't feel good. I I struck out. That doesn't feel good. I I struck out. That doesn't feel good. I want to hit a home run with you next want to hit a home run with you next want to hit a home run with you next time. And so I want to give you as much time. And so I want to give you as much time. And so I want to give you as much of a reason as humanly possible to come of a reason as humanly possible to come of a reason as humanly possible to come back. If if my whole thing was and we back. If if my whole thing was and we back. If if my whole thing was and we were operating at a different level, but were operating at a different level, but were operating at a different level, but if if you were not happy, if you didn't if if you were not happy, if you didn't if if you were not happy, if you didn't like your meal, I wasn't charging you like your meal, I wasn't charging you like your meal, I wasn't charging you anything. It was going to be free and anything. It was going to be free and anything. It was going to be free and your next experience was also going to your next experience was also going to your next experience was also going to be free.

be free. be free. >> Wow. >> Wow. >> Wow. >> And people think that is incredibly >> And people think that is incredibly >> And people think that is incredibly wasteful. But no, like we we invest so wasteful. But no, like we we invest so wasteful. But no, like we we invest so much money into marketing and so little much money into marketing and so little much money into marketing and so little money into customer recovery. And money into customer recovery. And money into customer recovery. And >> when you recover a dissatisfied >> when you recover a dissatisfied >> when you recover a dissatisfied customer, it's the greatest form of customer, it's the greatest form of customer, it's the greatest form of marketing that exists. marketing that exists. marketing that exists. >> Um, >> Um, >> Um, but but but um, um, um, on your next visit, [laughter] on your next visit, [laughter] on your next visit, [laughter] maybe I mean, obviously, I'd make sure maybe I mean, obviously, I'd make sure maybe I mean, obviously, I'd make sure there were no holes in the sheets. Maybe there were no holes in the sheets. Maybe there were no holes in the sheets. Maybe I'd also have your name monogrammed into I'd also have your name monogrammed into I'd also have your name monogrammed into the pillowcases that you could take home the pillowcases that you could take home the pillowcases that you could take home at the [laughter] end just to say, "We at the [laughter] end just to say, "We at the [laughter] end just to say, "We got your sheets 120% right this time." got your sheets 120% right this time." got your sheets 120% right this time." >> That's unreasonable. Let's be >> That's unreasonable. Let's be >> That's unreasonable. Let's be >> I'm just thinking about this out loud. >> I'm just thinking about this out loud. >> I'm just thinking about this out loud. Like, and by the way, here's the thing. Like, and by the way, here's the thing. Like, and by the way, here's the thing. >> Think about the meeting with the >> Think about the meeting with the >> Think about the meeting with the managers managers managers >> to figure out what you're going to do. >> to figure out what you're going to do. >> to figure out what you're going to do. That's really fun. Imagine you me and That's really fun. Imagine you me and That's really fun. Imagine you me and Katie sitting down and being like, "All Katie sitting down and being like, "All Katie sitting down and being like, "All right, what can we do that's really fun right, what can we do that's really fun right, what can we do that's really fun that makes a joke out of the fact that that makes a joke out of the fact that that makes a joke out of the fact that we messed up the sheets last time and we messed up the sheets last time and we messed up the sheets last time and like we're going to go all the way in like we're going to go all the way in like we're going to go all the way in the other direction and get it 100% the other direction and get it 100% the other direction and get it 100% right?" I don't know. Should we get them right?" I don't know. Should we get them right?" I don't know. Should we get them sheets? Should we get them a gift card sheets? Should we get them a gift card sheets? Should we get them a gift card to the company that sells our sheets? I to the company that sells our sheets? I to the company that sells our sheets? I don't know. Or could we monogram like don't know. Or could we monogram like don't know. Or could we monogram like I think that's great. You know, we have I think that's great. You know, we have I think that's great. You know, we have a 30-day money back guarantee, no a 30-day money back guarantee, no a 30-day money back guarantee, no questions asked. And you reminded me of questions asked. And you reminded me of questions asked. And you reminded me of something that I was more active in and something that I was more active in and something that I was more active in and I need to reactivate, but there are I need to reactivate, but there are I need to reactivate, but there are times where, you know, Katie, as you times where, you know, Katie, as you times where, you know, Katie, as you say, who you've met has handles all the say, who you've met has handles all the say, who you've met has handles all the the mail and customer service and and the mail and customer service and and the mail and customer service and and sometimes, you know, if something came sometimes, you know, if something came sometimes, you know, if something came to my attention, I'm like, well, I'm to my attention, I'm like, well, I'm to my attention, I'm like, well, I'm really bad. Sometimes I'll call the

really bad. Sometimes I'll call the really bad. Sometimes I'll call the person, hey, sir, you were really person, hey, sir, you were really person, hey, sir, you were really disappointed with this. Uh what can I disappointed with this. Uh what can I disappointed with this. Uh what can I learn from that? just want to appreciate learn from that? just want to appreciate learn from that? just want to appreciate you trusting with us. you trusting with us. you trusting with us. >> And then sometimes I'd say, "Give him >> And then sometimes I'd say, "Give him >> And then sometimes I'd say, "Give him give him his money back and send him one give him his money back and send him one give him his money back and send him one of my books." So I'd send him, you know, of my books." So I'd send him, you know, of my books." So I'd send him, you know, a signed copy of At Your Best or, you a signed copy of At Your Best or, you a signed copy of At Your Best or, you know, in your case, Unreasonable know, in your case, Unreasonable know, in your case, Unreasonable Hospitality Hospitality Hospitality >> and kind of make them think, "Oh, well, >> and kind of make them think, "Oh, well, >> and kind of make them think, "Oh, well, maybe maybe that one didn't work out, maybe maybe that one didn't work out, maybe maybe that one didn't work out, but I I could do more." Or I I know but I I could do more." Or I I know but I I could do more." Or I I know there are times where we hear hard luck there are times where we hear hard luck there are times where we hear hard luck stories where someone, well, my budget stories where someone, well, my budget stories where someone, well, my budget got cut, so I can't do this. It's like, got cut, so I can't do this. It's like, got cut, so I can't do this. It's like, well, buy them a gift card for well, buy them a gift card for well, buy them a gift card for Starbucks. Like, Starbucks. Like, Starbucks. Like, >> sorry for the budget cuts. Here's $50. >> sorry for the budget cuts. Here's $50. >> sorry for the budget cuts. Here's $50. >> That's easy. Yeah. >> That's easy. Yeah. >> That's easy. Yeah. >> For Starbucks. >> For Starbucks. >> For Starbucks. >> Like, I guess you get something like >> Like, I guess you get something like >> Like, I guess you get something like that, right? that, right? that, right? >> Danny would always say, "Write a great >> Danny would always say, "Write a great >> Danny would always say, "Write a great next chapter." Danny Meyer like next chapter." Danny Meyer like next chapter." Danny Meyer like >> Yeah. >> Yeah. >> Yeah. >> Dr. Becky and wrote a book called Good >> Dr. Becky and wrote a book called Good >> Dr. Becky and wrote a book called Good Inside. She's like a a parenting um Inside. She's like a a parenting um Inside. She's like a a parenting um writer, speaker, guru. writer, speaker, guru. writer, speaker, guru. And her whole thing is like, "Okay, I And her whole thing is like, "Okay, I And her whole thing is like, "Okay, I can read a chapter in the book."

can read a chapter in the book." can read a chapter in the book." and the chapter is like a sad terrible and the chapter is like a sad terrible and the chapter is like a sad terrible chapter. I can add one more paragraph to chapter. I can add one more paragraph to chapter. I can add one more paragraph to the end of that same chapter and now the end of that same chapter and now the end of that same chapter and now it's an amazing happy uplifting chapter, it's an amazing happy uplifting chapter, it's an amazing happy uplifting chapter, right? Like right? Like right? Like >> you just rewrite the end of the story >> you just rewrite the end of the story >> you just rewrite the end of the story and suddenly it's a good story instead and suddenly it's a good story instead and suddenly it's a good story instead of a bad one. of a bad one. of a bad one. >> So you put a field guide together >> So you put a field guide together >> So you put a field guide together >> under advisement that field guides do >> under advisement that field guides do >> under advisement that field guides do not sell [laughter] and this one not sell [laughter] and this one not sell [laughter] and this one immediately hits the New York Times immediately hits the New York Times immediately hits the New York Times list. It's for those of you who are list. It's for those of you who are list. It's for those of you who are watching, you haven't got it. It is so watching, you haven't got it. It is so watching, you haven't got it. It is so creative and I look forward to filling creative and I look forward to filling creative and I look forward to filling mine out. But I had a chance to browse mine out. But I had a chance to browse mine out. But I had a chance to browse through it. It's it's like it's like so through it. It's it's like it's like so through it. It's it's like it's like so different than the the non-fiction books different than the the non-fiction books different than the the non-fiction books we typically read. It's it's full color, we typically read. It's it's full color, we typically read. It's it's full color, lots of notes, like you're doing the lots of notes, like you're doing the lots of notes, like you're doing the work. What What was the impetus behind a work. What What was the impetus behind a work. What What was the impetus behind a field guide? Because the book book has field guide? Because the book book has field guide? Because the book book has sold millions and millions of copies. sold millions and millions of copies. sold millions and millions of copies. So, and literally across numerous So, and literally across numerous So, and literally across numerous industries. It's not just restaurant industries. It's not just restaurant industries. It's not just restaurant tours, it's church leaders, CEOs, tours, it's church leaders, CEOs, tours, it's church leaders, CEOs, automakers. I mean, I don't I'm I've run automakers. I mean, I don't I'm I've run automakers. I mean, I don't I'm I've run into so many people who word of mouth into so many people who word of mouth into so many people who word of mouth just love unreasonable hospitality.

just love unreasonable hospitality. just love unreasonable hospitality. >> Thank you. >> Thank you. >> Thank you. >> Share that. >> Share that. >> Share that. >> What's the idea behind the field guide? >> What's the idea behind the field guide? >> What's the idea behind the field guide? >> Well, I think like most things in life, >> Well, I think like most things in life, >> Well, I think like most things in life, a book like that is not going to sell if a book like that is not going to sell if a book like that is not going to sell if you write it because you want to sell a you write it because you want to sell a you write it because you want to sell a lot of books. lot of books. lot of books. >> Yeah. Yeah. Yeah. I think you need to >> Yeah. Yeah. Yeah. I think you need to >> Yeah. Yeah. Yeah. I think you need to write it for the right reasons write it for the right reasons write it for the right reasons and then and then and then you get you get you get all the other things that you want but all the other things that you want but all the other things that you want but weren't doing it for. Like my buddy uh weren't doing it for. Like my buddy uh weren't doing it for. Like my buddy uh Mark Canless from Seattle, I had never Mark Canless from Seattle, I had never Mark Canless from Seattle, I had never heard this phrase. You may be more heard this phrase. You may be more heard this phrase. You may be more familiar with it. This idea of like a familiar with it. This idea of like a familiar with it. This idea of like a prosperity gospel. Oh yeah, that's prosperity gospel. Oh yeah, that's prosperity gospel. Oh yeah, that's familiar in church circles. familiar in church circles. familiar in church circles. >> Unreasonable hospitality. Like nothing >> Unreasonable hospitality. Like nothing >> Unreasonable hospitality. Like nothing about that book is saying do all the about that book is saying do all the about that book is saying do all the stuff and you will make more money. But stuff and you will make more money. But stuff and you will make more money. But I can say with confidence if you do all I can say with confidence if you do all I can say with confidence if you do all the things in that book you will make the things in that book you will make the things in that book you will make more money. Right? It's about doing it more money. Right? It's about doing it more money. Right? It's about doing it because that is what right looks like because that is what right looks like because that is what right looks like and then the other stuff almost always and then the other stuff almost always and then the other stuff almost always not always but almost always will not always but almost always will not always but almost always will follow.

follow. follow. Um, the field guide I wrote Um, the field guide I wrote Um, the field guide I wrote because as I traveled there were just a lot of as I traveled there were just a lot of people that were really inspired by the people that were really inspired by the people that were really inspired by the ideas in the first book but were ideas in the first book but were ideas in the first book but were struggling to fully bring them to life. struggling to fully bring them to life. struggling to fully bring them to life. >> Mhm. >> Mhm. >> Mhm. >> And so if unreasonable hospitality is >> And so if unreasonable hospitality is >> And so if unreasonable hospitality is the why, the field guide is the how. the why, the field guide is the how. the why, the field guide is the how. >> Yeah. >> Yeah. >> Yeah. >> But then it was okay, >> But then it was okay, >> But then it was okay, I'm effectively writing a workbook. How I'm effectively writing a workbook. How I'm effectively writing a workbook. How can I do it in a way that I'm genuinely can I do it in a way that I'm genuinely can I do it in a way that I'm genuinely proud of that doesn't feel proud of that doesn't feel proud of that doesn't feel opportunistic? opportunistic? opportunistic? >> And B, >> And B, >> And B, if it's a workbook about hospitality, it if it's a workbook about hospitality, it if it's a workbook about hospitality, it needs to itself be hospitable. And by needs to itself be hospitable. And by needs to itself be hospitable. And by definition, that means it cannot feel definition, that means it cannot feel definition, that means it cannot feel like work. like work. like work. So everything about this book, by the So everything about this book, by the So everything about this book, by the way, the publisher did not want to do. I way, the publisher did not want to do. I way, the publisher did not want to do. I mean, [laughter] mean, [laughter] mean, [laughter] >> you imagine how expensive full color is. >> you imagine how expensive full color is. >> you imagine how expensive full color is. Well, do you have any idea? Well, do you have any idea? Well, do you have any idea? >> I mean, four colored they said it has to >> I mean, four colored they said it has to >> I mean, four colored they said it has to be black and white. And I said, "The be black and white. And I said, "The be black and white. And I said, "The whole thing is service is black and whole thing is service is black and whole thing is service is black and white. Hospitality is color. This is not white. Hospitality is color. This is not white. Hospitality is color. This is not going to be black and white." [laughter] going to be black and white." [laughter] going to be black and white." [laughter] Um, we made this book far more difficult Um, we made this book far more difficult Um, we made this book far more difficult than it needed to be. I mean, the design than it needed to be. I mean, the design than it needed to be. I mean, the design we brought in a guy named Don Clark, um, we brought in a guy named Don Clark, um, we brought in a guy named Don Clark, um, who has done design work for NASA and who has done design work for NASA and who has done design work for NASA and Pixar and Lego. And I I think he Pixar and Lego. And I I think he Pixar and Lego. And I I think he breathed life into the pages through the breathed life into the pages through the breathed life into the pages through the illustrations.

illustrations. illustrations. Um the Um the Um the the rule was we could not repeat a story the rule was we could not repeat a story the rule was we could not repeat a story >> and so it's all new stories from other >> and so it's all new stories from other >> and so it's all new stories from other industries with the idea being like a industries with the idea being like a industries with the idea being like a lot of people felt a connection to the lot of people felt a connection to the lot of people felt a connection to the ideas even though I was sharing ideas even though I was sharing ideas even though I was sharing restaurant stories but if I could share restaurant stories but if I could share restaurant stories but if I could share stories from all sorts of industries it stories from all sorts of industries it stories from all sorts of industries it would be that much easier for people to would be that much easier for people to would be that much easier for people to relate to. Um there's that poster in the relate to. Um there's that poster in the relate to. Um there's that poster in the back to help people detail their back to help people detail their back to help people detail their customer journey. customer journey. customer journey. But even that only has 40 But even that only has 40 But even that only has 40 uh spots for touch points. And so I uh spots for touch points. And so I uh spots for touch points. And so I built an entire free tool that exists on built an entire free tool that exists on built an entire free tool that exists on our website that mirrors that poster but our website that mirrors that poster but our website that mirrors that poster but allows you to go to infinity. allows you to go to infinity. allows you to go to infinity. >> Um [clears throat] >> Um [clears throat] >> Um [clears throat] >> there's an entire game hidden in that >> there's an entire game hidden in that >> there's an entire game hidden in that book. book. book. >> No way. >> No way. >> No way. >> And if you find it and you win it, you >> And if you find it and you win it, you >> And if you find it and you win it, you get an extra chapter to the book as well get an extra chapter to the book as well get an extra chapter to the book as well as the grand winner gets an all expenses as the grand winner gets an all expenses as the grand winner gets an all expenses paid trip to the welcome conference next paid trip to the welcome conference next paid trip to the welcome conference next year. year. year. Is this your mind or did you have Is this your mind or did you have Is this your mind or did you have collaboration on this? How did this this collaboration on this? How did this this collaboration on this? How did this this come about?

come about? come about? >> I mean, a lot of it is my mind, but it >> I mean, a lot of it is my mind, but it >> I mean, a lot of it is my mind, but it we're a team. I mean, my my team and I we're a team. I mean, my my team and I we're a team. I mean, my my team and I have worked together forever and have worked together forever and have worked together forever and whenever we do something whenever we do something whenever we do something similar to the idea of, okay, what does similar to the idea of, okay, what does similar to the idea of, okay, what does it look like to go to the bathroom in it look like to go to the bathroom in it look like to go to the bathroom in your church? your church? your church? >> Yeah. >> Yeah. >> Yeah. >> How can you make that more awesome? I I >> How can you make that more awesome? I I >> How can you make that more awesome? I I just look at everything like that. So, just look at everything like that. So, just look at everything like that. So, okay, how can okay, how can okay, how can reading and doing a workbook reading and doing a workbook reading and doing a workbook feel more awesome. feel more awesome. feel more awesome. Um, and then when you think you've Um, and then when you think you've Um, and then when you think you've gotten it as taken as far as you can gotten it as taken as far as you can gotten it as taken as far as you can take it, then say, "Okay, great. That's take it, then say, "Okay, great. That's take it, then say, "Okay, great. That's awesome. How do we make it better?" awesome. How do we make it better?" awesome. How do we make it better?" Um, so we're really really excited about Um, so we're really really excited about Um, so we're really really excited about how the field guide has come together. how the field guide has come together. how the field guide has come together. And I've been hearing from some people, And I've been hearing from some people, And I've been hearing from some people, it's been amazing. Like a lot of people it's been amazing. Like a lot of people it's been amazing. Like a lot of people did book clubs around the first book. I did book clubs around the first book. I did book clubs around the first book. I think if you get your team to do a book think if you get your team to do a book think if you get your team to do a book club around the field guide, club around the field guide, club around the field guide, and I say this, I tread carefully and I say this, I tread carefully and I say this, I tread carefully through this sentence because I I don't through this sentence because I I don't through this sentence because I I don't want it to sound self- cceelebratory, want it to sound self- cceelebratory, want it to sound self- cceelebratory, but I think the impact will be profound.

but I think the impact will be profound. but I think the impact will be profound. >> H Well, I'll tell you, it's it's uh on >> H Well, I'll tell you, it's it's uh on >> H Well, I'll tell you, it's it's uh on my short list of of books that are up my short list of of books that are up my short list of of books that are up this summer. So, I'm really grateful for this summer. So, I'm really grateful for this summer. So, I'm really grateful for it. Well, you it. Well, you it. Well, you >> but I would do it. If you're going to do >> but I would do it. If you're going to do >> but I would do it. If you're going to do it, do it with a couple other people on it, do it with a couple other people on it, do it with a couple other people on your team. I will your team. I will your team. I will >> like saying this this week let's do this >> like saying this this week let's do this >> like saying this this week let's do this section and then meet and talk about section and then meet and talk about section and then meet and talk about everything you wrote and then go to the everything you wrote and then go to the everything you wrote and then go to the next one. next one. next one. >> How long would it take to work through >> How long would it take to work through >> How long would it take to work through in your view? in your view? in your view? >> I could take a couple months if you do >> I could take a couple months if you do >> I could take a couple months if you do it like incrementally, you know, it like incrementally, you know, it like incrementally, you know, palatable by palatable by palatable by >> Yeah. Yeah. >> Yeah. Yeah. >> Yeah. Yeah. >> Well, you get interviewed all over the >> Well, you get interviewed all over the >> Well, you get interviewed all over the world. You speak to people all over the world. You speak to people all over the world. You speak to people all over the place. What's one question about place. What's one question about place. What's one question about hospitality that you're like, gosh, I hospitality that you're like, gosh, I hospitality that you're like, gosh, I wish people were asking this question. wish people were asking this question. wish people were asking this question. And nobody's really asking me or asking And nobody's really asking me or asking And nobody's really asking me or asking this question that they need to be this question that they need to be this question that they need to be asking. >> But I think so much of our conversation >> But I think so much of our conversation today has already felt unique and different. has already felt unique and different. at the very beginning and you might edit at the very beginning and you might edit at the very beginning and you might edit this part of the conversation out. You this part of the conversation out. You this part of the conversation out. You said, "Gosh, I always sometimes I go said, "Gosh, I always sometimes I go said, "Gosh, I always sometimes I go into these with a list of questions and into these with a list of questions and into these with a list of questions and then then then I get excited about the conversation and I get excited about the conversation and I get excited about the conversation and I just kind of go with it."

I just kind of go with it." I just kind of go with it." >> Yeah. >> Yeah. >> Yeah. >> And those are always the best >> And those are always the best >> And those are always the best conversations where the script is your conversations where the script is your conversations where the script is your guide but not a mandate and you just guide but not a mandate and you just guide but not a mandate and you just allow the genuine connection that you allow the genuine connection that you allow the genuine connection that you feel with the other to feel with the other to feel with the other to to get behind the wheel. to get behind the wheel. to get behind the wheel. Um, Um, Um, I mean, the idea of being your own I mean, the idea of being your own I mean, the idea of being your own customer, we don't talk about nearly customer, we don't talk about nearly customer, we don't talk about nearly enough. The enough. The enough. The the idea that AI actually the idea that AI actually the idea that AI actually can elevate service is something that I can elevate service is something that I can elevate service is something that I don't think is discussed enough. don't think is discussed enough. don't think is discussed enough. >> I was surprised by your answer. That's >> I was surprised by your answer. That's >> I was surprised by your answer. That's that's one thing I love being is that's one thing I love being is that's one thing I love being is surprised. Yeah. surprised. Yeah. surprised. Yeah. >> [laughter] >> [laughter] >> [laughter] >> Um, I need to think about that question. I need to think about that question. >> Yeah, that's good. Well, you know what? >> Yeah, that's good. Well, you know what? >> Yeah, that's good. Well, you know what? Maybe maybe we'll uh we'll pitch it Maybe maybe we'll uh we'll pitch it Maybe maybe we'll uh we'll pitch it again in Nashville in September of again in Nashville in September of again in Nashville in September of Leadership Live. That would be great. Leadership Live. That would be great. Leadership Live. That would be great. And thanks again for saying yes. And thanks again for saying yes. And thanks again for saying yes. >> Your latest book is Unreasonable >> Your latest book is Unreasonable >> Your latest book is Unreasonable Hospitality: The Field Guide.

Hospitality: The Field Guide. Hospitality: The Field Guide. >> What's UHP96? >> What's UHP96? >> What's UHP96? You got this like it looks like a You got this like it looks like a You got this like it looks like a military thing at the top. Is that a military thing at the top. Is that a military thing at the top. Is that a secret? secret? secret? >> I got you have to try to find out. >> I got you have to try to find out. >> I got you have to try to find out. >> I got to find out. Okay. Well, that's >> I got to find out. Okay. Well, that's >> I got to find out. Okay. Well, that's [laughter] great. That's great. I just [laughter] great. That's great. I just [laughter] great. That's great. I just noticed it. Uh will uh for all things noticed it. Uh will uh for all things noticed it. Uh will uh for all things Will Gera these days, where do you and Will Gera these days, where do you and Will Gera these days, where do you and unreasonable hospitality where do you re unreasonable hospitality where do you re unreasonable hospitality where do you re recommend people go? recommend people go? recommend people go? I mean the the best places to find me I mean the the best places to find me I mean the the best places to find me are on Instagram, are on Instagram, are on Instagram, but really through the website but really through the website but really through the website unreasonable.com unreasonable.com unreasonable.com where you can sign up for my newsletter where you can sign up for my newsletter where you can sign up for my newsletter premium which is just one of my favorite premium which is just one of my favorite premium which is just one of my favorite things to work on on a bi-weekly basis things to work on on a bi-weekly basis things to work on on a bi-weekly basis and it's where I talk about all the and it's where I talk about all the and it's where I talk about all the little and big things that are inspiring little and big things that are inspiring little and big things that are inspiring me around hospitality in the world in me around hospitality in the world in me around hospitality in the world in hopes that it can spark some inspiration hopes that it can spark some inspiration hopes that it can spark some inspiration in the reader. as well. in the reader. as well. in the reader. as well. >> Well, I'm a subscriber. I can vouch for >> Well, I'm a subscriber. I can vouch for >> Well, I'm a subscriber. I can vouch for it. And uh Will, thank you so much. This it. And uh Will, thank you so much. This it. And uh Will, thank you so much. This was uh very good for my soul and my was uh very good for my soul and my was uh very good for my soul and my mind.

mind. mind. >> Thanks, Carrie. Man, that was a really >> Thanks, Carrie. Man, that was a really >> Thanks, Carrie. Man, that was a really rich conversation with Will and I so rich conversation with Will and I so rich conversation with Will and I so appreciate his openness and man, it's so appreciate his openness and man, it's so appreciate his openness and man, it's so cool that he's helping us out this fall cool that he's helping us out this fall cool that he's helping us out this fall at the Art of Leadership Live. Um yeah, at the Art of Leadership Live. Um yeah, at the Art of Leadership Live. Um yeah, sorry we don't have any more tickets. We sorry we don't have any more tickets. We sorry we don't have any more tickets. We completely sold out. We actually completely sold out. We actually completely sold out. We actually increased capacity meaningfully this increased capacity meaningfully this increased capacity meaningfully this year and gone before we even announced year and gone before we even announced year and gone before we even announced that Will was going to be part of it. that Will was going to be part of it. that Will was going to be part of it. Scott Harrison is also joining us. Plus, Scott Harrison is also joining us. Plus, Scott Harrison is also joining us. Plus, I'll be teaching for 3 days in I'll be teaching for 3 days in I'll be teaching for 3 days in Nashville. So, if you want more, you can Nashville. So, if you want more, you can Nashville. So, if you want more, you can get more at the show notes. You can sign get more at the show notes. You can sign get more at the show notes. You can sign up for free. Join over 22,000 other up for free. Join over 22,000 other up for free. Join over 22,000 other leaders at the art of leaders at the art of leaders at the art of leadershipacademy.com. leadershipacademy.com. leadershipacademy.com. You can create your account absolutely You can create your account absolutely You can create your account absolutely free. And inside you'll also find free. And inside you'll also find free. And inside you'll also find premium resources. And guess what? We premium resources. And guess what? We premium resources. And guess what? We have a money back guarantee on all that have a money back guarantee on all that have a money back guarantee on all that stuff. But you don't need anything to stuff. But you don't need anything to stuff. But you don't need anything to get the show notes at the art of get the show notes at the art of get the show notes at the art of leadershipacademy.com. Coming up, we got leadershipacademy.com. Coming up, we got leadershipacademy.com. Coming up, we got Rich Burch, Eric Guyger, Charlie Dates. Rich Burch, Eric Guyger, Charlie Dates. Rich Burch, Eric Guyger, Charlie Dates. I've got an AI series with JP, Pat I've got an AI series with JP, Pat I've got an AI series with JP, Pat Gellzinger, Will Jones, James Kelly, and Gellzinger, Will Jones, James Kelly, and Gellzinger, Will Jones, James Kelly, and Mark Sers, and a whole lot more. If you Mark Sers, and a whole lot more. If you Mark Sers, and a whole lot more. If you enjoyed this episode and it was helpful, enjoyed this episode and it was helpful, enjoyed this episode and it was helpful, would you leave a rating and review and would you leave a rating and review and would you leave a rating and review and maybe share it with a friend? Hope our maybe share it with a friend? Hope our maybe share it with a friend? Hope our time together today really helped you time together today really helped you time together today really helped you identify and break a growth barrier you identify and break a growth barrier you identify and break a growth barrier you were facing.