A few weeks ago a Permanent Equity post on ‘extreme reliability’ caught my eye. In it they describe what it is:

Extreme reliability is a conscious attempt to only say what you mean, do what you say, and do so when you said you were going to do it. Again, it’s not rocket science, but it’s surprisingly rare.

Who wouldn’t want to interact with a business that uniformly does what they say they are going to do? If, and it’s a big if, what comes after extreme reliability? It might just be ‘unreasonable hospitality.’*

Restaurateur Will Guidara has a new book Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect. In a recent interview he stated:

“A lot of people have never actually taken the time to think about that facet of their business and the extraordinary impact that can have, not just in growing the business in a positive direction but the way in which it enhances the experience of whatever you do.”

You can’t enhance the customer experience until you already have it buttoned down. You might think that if your business isn’t a fancy restaurant doesn’t have room to surprise its customers, but if you think about it for awhile you may come up with something. In a world full of unhappy surprises, customers won’t forget a business that jolts them with unexpected joy.

Guidara has been out promoting his book with the above TED talk, and podcasts with David Chang and Simon Sinek.

*Admittedly this is my own take. I have no idea how Permanent Equity or Will Guidara would respond to the juxtaposition of their concepts.

This content, which contains security-related opinions and/or information, is provided for informational purposes only and should not be relied upon in any manner as professional advice, or an endorsement of any practices, products or services. There can be no guarantees or assurances that the views expressed here will be applicable for any particular facts or circumstances, and should not be relied upon in any manner. You should consult your own advisers as to legal, business, tax, and other related matters concerning any investment.

The commentary in this “post” (including any related blog, podcasts, videos, and social media) reflects the personal opinions, viewpoints, and analyses of the Ritholtz Wealth Management employees providing such comments, and should not be regarded the views of Ritholtz Wealth Management LLC. or its respective affiliates or as a description of advisory services provided by Ritholtz Wealth Management or performance returns of any Ritholtz Wealth Management Investments client.

References to any securities or digital assets, or performance data, are for illustrative purposes only and do not constitute an investment recommendation or offer to provide investment advisory services. Charts and graphs provided within are for informational purposes solely and should not be relied upon when making any investment decision. Past performance is not indicative of future results. The content speaks only as of the date indicated. Any projections, estimates, forecasts, targets, prospects, and/or opinions expressed in these materials are subject to change without notice and may differ or be contrary to opinions expressed by others.

Please see disclosures here.

Please see the Terms & Conditions page for a full disclaimer.