Unreasonable Hospitality Explained | Will Guidara with Tim Castle

Throwback to one of my favourite conversations from 2023 — and one that every new subscriber needs to hear.

In this episode, I sit down with Will Guidara, author of incredible book Unreasonable Hospitality and former co-owner of Eleven Madison Park, to unpack what world-class hospitality really means — and why it’s one of the most powerful competitive advantages in business, leadership, and sales. This was the #1 restaurant in the WORLD!

We explore how small, intentional acts create outsized impact, why people remember how you make them feel long after the transaction ends, and how “unreasonable” standards become the difference between being good and being unforgettable.

You’ll learn:

• What unreasonable hospitality actually looks like in practice
• How to build loyalty, trust, and advocacy through human connection
• Why excellence is a mindset, not a budget
• How to apply hospitality principles to sales, leadership, and service

Whether you’re discovering this conversation for the first time or revisiting it with fresh eyes, this is a masterclass in creating experiences people never forget.

Because in a world of automation and AI, how you make people feel still wins.

This is one of my favorite episodes and conversations EVER!

#unreasonablehospitality #thetimcastleshow #customerservice

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Unreasonable Hospitality https://www.unreasonablehospitality.com/

LinkedIn: https://www.linkedin.com/in/willguidara/

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Tim is recognised in the Worlds Top 30 Negotiation Professionals of 2025, an award winning best selling Author of 5 books and negotiation expert. His books are relied upon by Universities, Fortune 100 companies and prestigious startups as playbooks to influence, persuasion, sales and negotiation.

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