Every Touchpoint Matters: The Secret to Creating Remarkable Employee & Customer Experiences

Unreasonable Hospitality in Action: Turning Everyday Moments into Extraordinary Culture

Will Guidara’s philosophy of unreasonable hospitality isn’t about grand gestures—it’s about
intentionality. At his restaurant, Eleven Madison Park, the number one restaurant in the world,
the team examined every single touchpoint a guest might encounter and asked: “How can we
make this better?”

Imagine applying that same lens to your business, not just for customers, but for your
employees too.

As one of only a handful of certified coaches in Will Guidara’s approach to Unreasonable
Hospitality, I work with companies to turn ordinary moments into powerful expressions of care,
elevating both culture and performance.

The Touchpoint Mindset

Every interaction, from a job interview to a staff meeting, from a new client intake to an invoice
email, is a chance to say: you matter. Here’s how businesses are putting this into practice:

Employee Touchpoints to Elevate:

1. Hiring & Onboarding: Replace cold paperwork with warm welcomes. A hand, written note, a
   favorite snack, or a personal message from leadership can set the tone on day one.
2. Team Meetings: Make space for recognition, humor, and shared wins. A simple shout, out
   goes a long way.
3. Feedback & Reviews: Move from transactional to transformational. Ask employees what
   they want to grow into, not just what they’ve produced.
4. Daily Interactions: Every hallway ‘hello‘ or IM message is an opportunity for care. Are you
   showing up in a way that builds trust?
   

Customer Touchpoints to Elevate:

1. First Contact: Whether it’s a website form or a phone call, make it feel like a personal
   invitation, not a transaction.
2. Service Delivery: Go beyond expectations. One thoughtful question, like “How can I make
   this experience even better for you today?”, can change everything.
3. Problem Solving: When things go wrong, unreasonable hospitality shines brightest. Own the
   mistake. Overdeliver on the solution.
4. Offboarding & Follow-up: Don’t just end the relationship, honor it. A thank, you message or
   follow, up survey with a personal note leaves the door open for return

Final Thoughts: Start Small, Stay Intentional

Unreasonable hospitality doesn’t require big budget, it requires big awareness. Take a day to
walk through your employee and customer journey. Identify friction points. Then ask the magic
question:

“How could this feel more human, more caring, more memorable?”

Small moments, when multiplied, become the culture people rave about.
Want help mapping out your employee and customer touchpoints? As one of only a few
certified coaches in this methodology, I’d be honored to guide your business through this
transformative approach.

Contact us for a discovery session and learn how we help companies be even better every day.

Eric Nelson
President | Founder
HR Consulting By Nelson & Associates
www.hrconsultingbynelsonassociates.com
503.887.4414