Businesses should systemize responses to recurring customer touchpoints
Will Guidara · Will Guidara – Unreasonable Hospitality (EP.492) · Mar 16, 2026 · at 23:49
Restaurateur and author Will Guidara explains how businesses can create memorable hospitality by pre-planning reactions to predictable customer touchpoints.
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“You can do a lot of the heavy lifting is with one size fits some. That is through simple pattern recognition of recurring moments, and I believe every business should go through this exercise. It can be transformational. What it requires is looking at the things that happen not always for every one of your customers, but sometimes for some people. As often as once a day, or as rarely as once every few weeks, because every business out there has these recurring moments. The good ones and the challenging ones. If you can name them in advance, decide what is the coolest way to respond every time that thing happens. Invest in whatever's required for that reaction so you have resources at hand. You can create magic all the time.”
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