#4: Why Good Service Isn’t Enough Anymore (and What To Do Instead)

If your business is just delivering “good service,” you may already be forgettable. Customers don’t talk about good — they remember extraordinary. Those are the moments that earn loyalty, spark word-of-mouth, and make your business unforgettable. In this episode of Badass Softie, Dr. J.J. Peterson unpacks lessons from Will Guidara’s Unreasonable Hospitality — the philosophy that turned 11 Madison Park into the #1 restaurant in the world. For J.J., this isn’t just about restaurants; it’s about how leaders in any industry can pair ambition with heart to create experiences people never forget. Here's what you'll take away from this episode: -Why “good service” is black and white, but true hospitality is in color -How small, intentional gestures create lasting loyalty -The three pillars of unreasonable hospitality: connection, generosity, and systems -Why hospitality is the ultimate competitive advantage in today’s world -Practical ways leaders can surprise, delight, and create impact people never forget Unreasonable hospitality isn’t about grand gestures or massive budgets. It’s about slowing down, paying attention, and systematizing moments of care that make people feel seen and valued. When you lead this way, you don’t just stand out — you create a culture where both your team and your customers thrive. 📺 Watch full episodes on YouTube @BadassSoftie 🎧 Listen on Apple Podcasts 🎧 Listen on Spotify Start creating the kind of unforgettable moments that win loyalty, spark growth, and redefine what leadership looks like. That’s the essence of being a Badass Softie. www.BadassSoftie.com