Lesson 3: Find the Perfect Blend Between Control and Collaboration | Will Guidara

When parenting, it can be useful to consider which boundaries should have a hard line and which can be more flexible. Crossing the street without holding an adult’s hand? Pretty non-negotiable. Choosing which pajamas to wear? Probably more of a “take your pick” situation.

According to restauranteur Will Guidara, a similar approach can be helpful in the workplace. In this video lesson, he shares ideas about when to give staff the autonomy to personalize a customer’s experience and when to create clear-cut rules to help keep the business on solid financial footing.

Control vs. Collaboration

Restaurant-smart companies tend to have the best service. They empower their staff to make customers feel cared for.

Corporate-smart companies tend to be more profitable. They deny their staff autonomy.

Challenge yourself to develop both mentalities. Examine your business’s moving parts. Grant autonomy to your team where things are emotional. Systematize everything else.

The Rule of 95/5

Manage 95% of your budget tightly so you can spend the last 5% “foolishly.” It’s difficult to manage the return on investment spent on relationships. Use the final 5% of your budget to make meaningful connections with your customers.

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About Will Guidara:

Will Guidara is the author of the National Bestseller Unreasonable Hospitality, which chronicles the lessons in service and leadership he has learned over the course of his career in restaurants.

He is the former co-owner of Eleven Madison Park, which under his leadership received four stars from the New York Times, three Michelin stars, and in 2017 was named #1 on the list of the World’s 50 Best Restaurants.

He is the host of the Welcome Conference, an annual hospitality symposium that brings together like minded people to share ideas, inspire one another, and connect to form community.

A graduate of the hospitality school at Cornell University, he has coauthored four cookbooks, was named one of Crain's New York Business's 40 Under 40, and is the recipient of WSJ Magazine's Innovator Award.