Setting the Stage
Imagine walking into a restaurant and being surprised with your favorite dessert, favorite drink, and even a personalized touch tailored just for you—all unprompted, because the staff remembered you from your last visit months ago. This is the essence of unreasonable hospitality, a concept Will Guidara perfected at Eleven Madison Park, transforming it into the world’s top restaurant. But this isn’t just about food; it’s a revolutionary approach that can redefine HR Consultancy and Executive Search. By treating employees and candidates with exceptional care and attention, companies can foster deeper connections and unparalleled loyalty, setting themselves apart in the competitive business landscape.
Why Ordinary Isn’t Enough
It may sound cliché, but it’s a reality: companies are struggling with high turnover rates, disengaged employees, and the challenge of attracting top-tier talent. Buzzwords like “quiet quitting,” “rage applying,” and “bare minimum Mondays” are flooding the workplace, and the internet is awash with memes mocking companies that demand extraordinary results from extraordinary employees… while keeping ordinary and old fashioned ways.
For HR and Executive Search firms, the stakes are even higher. The battle to secure top talent is fierce, and the difference between winning and losing a candidate often comes down to the subtleties of the recruitment process. What’s at stake is not just filling positions but building lasting relationships that benefit both the company and the candidate. Enter the concept of unreasonable hospitality—going above and beyond to make every interaction special, always. At Harpoon, this is how we turn these challenges into opportunities for lasting success.
Unpacking Unreasonable Hospitality
The philosophy behind unreasonable hospitality, like all great ideas, is simple to understand but challenging to master: it’s about making people feel extraordinarily valued. Will Guidara illustrates this with a story from his time at Eleven Madison Park, where a staff member overheard a group of tourists mentioning they hadn’t tried a New York hot dog. Without hesitation, the team bought hot dogs, presented them with flair on silver platters, and turned an already memorable dinner into an unforgettable experience. This act wasn’t about the hot dog; it was about showing guests they were truly cared for.
In HR, this approach translates into creating personalized and memorable experiences not just for employees and candidates, but also for employers. Instead of a generic onboarding process, imagine welcoming a new hire with a personalized video message from the CEO, followed by a welcome kit tailored to their hobbies. Or consider your Executive Search partner, on your very first meeting, not just receiving your briefing for the job but also presenting you with in-depth competitor analysis, global salary data, and insights into what Top Talent truly values beyond hard skills. Knowing that they are always available for you and your candidates—who are matched not just based on their CVs but on their deepest aspirations and motivations—provides invaluable peace of mind for the busy hiring manager. These small gestures signal that the company truly values its stakeholders and is ready to go the extra mile. It’s the kind of ‘hot dog on a silver platter’ approach that sets exceptional companies apart—and one that Harpoon takes pride in delivering.
Make Extraordinary the New Normal
Adopting unreasonable hospitality within HR can have transformative effects on a company’s culture and employee retention. A good guideline is the “95/5” rule that Will Guidara discusses in his book: meticulously managing 95% of operations while dedicating 5% to extraordinary gestures. This approach may seem challenging at first because it’s not what we’re accustomed to, but it can be a game-changer—leading to happier, more productive employees and a richer business. And isn’t that what we’re all looking for?
For example, you can personalize employee interactions by implementing tailored communication strategies, such as customized welcome kits or one-on-one check-ins that reflect each employee’s unique interests and career goals. You can also enhance onboarding experiences by making them immersive and aligned with the company’s culture. Consider adding surprise elements to make new hires feel immediately appreciated and part of the team.
Additionally, you can hire Harpoon to help redefine your candidate recruitment experience. We go beyond the usual recruitment practices by creating a warm, personalized candidate experience that reflects your company’s commitment to its people. This includes personalized follow-ups and thoughtful gestures post-interview, showing that your company sees candidates as more than just resumes. Even if they’re not hired, they will become ambassadors for your brand.
What’s in it for you?
Unreasonable hospitality isn’t just about making people happy—it’s a powerful tool that can transform HR practices and offers a roadmap for companies looking to stand out in today’s competitive landscape – all while making a positive impact on society.
The message is clear: it’s (more than) time to go beyond the ordinary and embrace the extraordinary. Contact Harpoon today, and together, let’s craft a memorable experience that sets your company apart and leaves a lasting impact.
