Be Unreasonable
After nearly two decades of working in hospitality and community, I've learned one thing: motivation is a resource that is consumed quickly and needs to be replenished. There is often an infinite and unending demand for service. We only have so much energy to give, and it doesn't take long to give the little we have. We're only human. When faced with an impossible challenge, most of us will either burn out or not burn at all. The road leading to indifference is broad, and many walk that path. We don't find ourselves on "Indifferent street" suddenly. If we are not careful and do not pay attention to ourselves, we can get lost in the motions.
The minute we start hearing ourselves say, "Why do I do this?" and the second we start seeing those we serve as a burden, it's vital that we take time to refocus. The question of our motivation needs an answer. Context is everything, and there is a lot to say about our team and work environment that impacts the energy we have for our work. However, there is something to say about our human agency. We can always look for resources to help us spark our own campfires of inspiration. On that note, I’ve got some kindling! Let me tell you about a great book!
I've just finished reading "Unreasonable Hospitality", by Will Guidara, the former general manager of the multi-award-winning restaurant Eleven Madison Park in New York City. Of all the books I've read this year, this one has been the most inspiring for me as a leader. You don't have to work in restaurants or hotels to find value in the story of Eleven Madison Park. The principles of having values that ground a team and a vision to propel a culture forward have benefits for everyone. What surprised me about this book is that there was no way I could have predicted that I'd be personally inspired by fine dining. I love good food and believe in maintaining good service standards, but I bristle at the stuffiness and the devotion to standards that make little to no impact on the guest experience. The author highlights an example that resonates with me: it’s a faux pas in fine dining if the server touches the table while speaking with a guest. In my opinion, touching the table doesn’t merit a failing grade. But, I believe the failure is if the guest doesn’t have fun while enjoying their meal. Standards and the guest’s experience don’t need to be at odds with each other. The book presents a redeeming vision of fine dining for the next generation. The kind of restaurant with a culture defined by generosity and grace where a hard-working team serves guests with pride and passion. Environments where the team ends up having a whole lot of fun! Who doesn't want to work in a place that has pride, passion, and fun? This book is for believers! For the people who are excited about serving with excellence.
I've enjoyed this book so much that I've picked up copies for some of the leaders I work with. I'm confident this book will help us push the boundaries of what we previously thought was possible in terms of serving our communities. Reading the words of an inspiring book is just the first step; modeling and putting the principles into action are critical.
I believe hospitality and community are forces that have the power to change the world for good. That's why I do what I do. I want to be in the game for the long run. Staying inspired isn't a part of my formal job description, but it should be on every leader’s mind. Leaders don’t wait for inspiration; they seek it out. "Unreasonable Hospitality" is one of those books that can inspire anyone who serves.
Serving can feel dark and lonely at times. You don’t have to burn out, and you don’t need to quit your job emotionally. Build your own campfire of inspiration; it won't be long before others join you!
Friend, thank you for reading; I hope you pick this book up for yourself and those you work with.
P.S. You might be asking, “Jordan, how did you come across this book?” Great question; I noticed the character Richie reading it during the “Forks” episode of The Bear in season 2. Anyone who is passionate about hospitality should watch it!