I've been reading Will Guidara's excellent book "Unreasonable hospitality" which tells the story of how his restaurant in New York won the title of best restaurant in the world, by focusing not just on the quality of their food, but especially on surprising guests with incredibly thoughtful hospitality. Guidara says that every organisation can learn from their experience, refuse to settle for what is, and choose to delight the people they serve by going above and far beyond expectations.



