The Hospitality Economy

In this episode of The Above Board Podcast, John Kennedy shares how ideas from Unreasonable Hospitality by Will Guidara can bring warmth and authenticity to client experiences. Reflecting on his own clunky service encounters, John discusses why small, genuine touches matter more than ever in a world driven by automation. He explains how CandorPath makes clients feel valued—like custom welcome packages and thoughtful check-ins that go beyond the usual. Listen in to discover simple ways to make every interaction feel personal and build lasting connections.

• 00:15 The Book Study: Unreasonable Hospitality
• 00:37 Poor Service
• 02:32 The Future of the Service Industry
• 03:13 Balancing Technology and Personal Touch
• 04:14 The Value of Strategic Planning in Services
• 05:41 Creating Memorable Client Experiences
• 08:00 Lessons from Ritz Carlton and Disney
• 10:32 The Importance of Small Gestures