In Unreasonable Hospitality Will Guidara shares the power of “a grace note, a sweet but nonessential addition to your experience,” which have disproportionately positive effects on an experience. His examples: a sommelier leaving the restaurant with anniversary-celebrating patrons’ keys to remedy a problem at home; a host putting quarters into customers’ parking meters. “Systemizing [turns] it from an act of heroism into a matter of course,” Guidara writes: “the more normal it became, the more extraordinary it seemed.” It becomes who you are—a gift for which people feel uniquely grateful.
Moments with Wisdom: Will Guidara on “Grace Notes”
