Unreasonable Hospitality for Operators
Translating Will Guidara's hospitality framework for sales teams and service operators.
- Length
- 45 to 90 minutes
- Best for
- Service businesses · Customer experience teams · Corporate
- Status
- Booking 2026
Will Guidara taught us that hospitality is a system, not a personality. The trap most service businesses fall into is treating customer experience like it's a culture problem. It's not. It's a workflow problem.
This keynote translates the Unreasonable Hospitality framework into terms operators can actually implement: the customer-journey map, the wow-moment design pattern, the difference between service (transactional) and hospitality (relational), and how to systematize the second one so it stops depending on one heroic person being in the room.
Corrina pairs Will's framework with twenty-one years of running a real client-facing business and a Jim Knight session that changed how she ran her own team.
Four specific things.
- 01 The customer-journey-touchpoint mapping exercise
- 02 How to write 'wow moments' into the SOP, not the people
- 03 The one-size-fits-one personalization framework
- 04 The service-vs-hospitality distinction your team has been blurring
The story she tells first.
Corrina opens with the Jim Knight session and what 'rock star service' actually means inside a mortgage company. Then walks through the wow-moment audit she ran with her own team and the three changes that compounded.
Three ways to book it.
- 01
Keynote · 45 min · stage or in-the-round
- 02
Half-day workshop · 4 hours · team builds their own playbook
- 03
Multi-team rollout · custom · across departments