Sara and Marisa take ten principles from Unreasonable Hospitality and walk them straight into their own practices, starting with the idea that service is black and white and hospitality is color. The spark is a Dancing with the Stars rabbit hole into the Savannah Bananas, a baseball entertainment company with a ten thousand person waitlist and forty dollar tickets, whose owner refuses to sell because he won't let anyone else dictate the fan experience. That raises a question worth asking of any business, about whether you look at the details because a metric is off or because of the person walking through the door. A team can scan, adjust, and answer the phone perfectly and still leave someone feeling like a number, and everybody inherently wants to be seen.

🔥 In This Episode:

• How to bring color into the everyday moments of your practice so people stop feeling like a number
• Why presence is a decision you make at the door, and the small things that quietly tell someone they come second
• How to turn "how was your weekend" into a real dialogue that adds depth to someone's experience
• Why taking care of your team first is what allows them to take care of everyone else
• How a mistake, owned out loud in the moment, can be more memorable than a perfect experience

Culture builds on itself, and it only holds when it gets repeated. Three of these principles fit into a fifteen minute Monday huddle, and that was enough to start. Choose the one your team needs most this week and teach it, then watch for the moments in your own day where someone walked in and got service when they needed to be seen.

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