Creating Unreasonable Hospitality: Actionable Strategies for Coaches and Service Providers
Will Guidara’s Unreasonable Hospitality highlights a powerful principle: exceptional service is about more than delivering a product—it’s about creating unforgettable experiences. For coaches and service providers, adopting this mindset can deepen client relationships, foster loyalty, and create a business that thrives on referrals. Here are actionable strategies to bring “unreasonable hospitality” to your practice. No better time than now to begin implementation.
1. Personalize Every Interaction
Strategy: Go beyond surface-level personalization to understand your clients on a deeper level.
– Task: Create a “Client Insight Profile.” Note each client’s preferences, goals, and personal details such as birthdays or favorite hobbies. Use this information to surprise them with small, thoughtful gestures.
– Example: If a client mentions a favorite book, send them a copy or a related podcast recommendation after a session.
2. Anticipate Needs Before They Arise
Strategy: Think like a concierge—identify potential pain points or desires before your client does.
– Task: Map out your client’s journey from the first contact to the end of your service. Pinpoint areas where they might feel uncertainty or need additional support, then proactively address these points.
– Example: After onboarding a client, send them a “What to Expect” guide outlining the next steps. Include tips to maximize the value of your sessions.
3. Create Moments of Delight
Strategy: Add an unexpected “wow” factor to your service.
– Task: Brainstorm ways to surprise your clients during their journey with you. These moments don’t have to be costly; they just need to be thoughtful.
– Example: After a client achieves a milestone, celebrate with a handwritten note or a small gift related to their accomplishment.
4. Foster Emotional Connections
Strategy: Treat your clients as collaborators and celebrate their wins as if they were your own.
– Task: Incorporate “gratitude check-ins” where you thank your clients for trusting you with their goals.
– Example: Start a session by highlighting the progress you’ve noticed in them. Make it clear that their effort inspires you.
5. Rethink Your Space
Strategy: Curate an environment—physical or virtual—that feels welcoming and inspiring.
– Task: Audit your workspace (or Zoom setup) for details that reflect care and attention.
– Example: Use calming background music for virtual sessions or place a meaningful object (like a plant or a quote board) in your physical space.
6. Offer Unexpected Value
Strategy: Give more than what was promised in your service agreement.
– Task: Create bonus resources, tools, or tips that complement your services.
– Example: Provide a custom checklist, a summary of action points after a session, or a bonus 15-minute consultation to tackle lingering questions.
7. Train Your Team to Embrace Hospitality
Strategy: If you work with a team, ensure everyone shares your commitment to exceptional service.
– Task: Host a monthly “hospitality brainstorming” meeting where team members share ideas on how to exceed client expectations.
– Example: Recognize team members who go above and beyond for clients, creating a culture of excellence.
8. Build a Tradition
Strategy: Develop a signature moment or practice that becomes synonymous with your brand.
– Task: Identify a ritual or gesture you can offer all clients at a specific stage of their journey.
– Example: A coach might send clients a personalized journal when they start working together, symbolizing a fresh chapter.
9. Actively Seek Feedback—and Act on It
Strategy: Don’t just ask for feedback; show clients you’re listening by implementing their suggestions.
– Task: Send a follow-up survey after major milestones.
– Example: If a client mentions they appreciate visual aids, introduce diagrams or infographics in your next session.
10. End with a Bang
Strategy: Ensure the last impression is as remarkable as the first.
– Task: Develop a structured “client farewell” process that reinforces the value they received.
– Example: When a client completes your program, surprise them with a summary of their progress, a thank-you gift, or an invitation to a VIP alumni community.
Final Thought
Unreasonable hospitality is about the art of showing care, attention, and delight in ways that clients don’t just expect but remember. By implementing these strategies, coaches and service providers can turn their businesses into not just services—but experiences that clients rave about.
What can you do today to make a client feel genuinely valued? Start there—and watch the ripple effect unfold.
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