During last week’s Stronger Together event in Las Vegas, we had the pleasure of listening to a number of very talented speakers. One that stood out for me was the presentation made by a gentleman named Will Guidara. In his book Unreasonable Hospitality, Will tells a story that completely shifted his perspective on what it means to deliver great service. While running one of New York’s top fine-dining restaurants, a group of guests mentioned they had enjoyed their time in the city but were disappointed that they never had the opportunity to enjoy a classic NYC hot dog. Instead of laughing it off, Guidara ran down the block to buy one from a street cart, plated it beautifully, and presented it at the table. That moment became legendary, not because of the hot dog, but because it made the guests feel seen, heard, and valued. It reminded him that true hospitality isn’t about perfection or polish; it’s about genuine human connection.
In real estate, the same idea applies. We all provide service; marketing plans, negotiations, paperwork, deadlines, but hospitality is something different. It’s how we make people feel in every interaction. It’s remembering a client’s child’s name and asking about their first day at college. It’s showing up early to a property with bottled water on a hot day because you know the client is coming straight from another appointment. It’s taking time to understand not just what a buyer wants in a home, but why it matters to them. These are small, thoughtful gestures, but they’re the ones clients remember long after the transaction is complete.
For our organization, this idea of hospitality goes beyond the client relationship, it’s also about how we show up for each other. When a colleague needs help covering an open house, when a staff member works late to help finalize a task, or when we take a moment to recognize someone’s extra effort, we’re reinforcing the culture that makes Intero different. Our reputation has never been built solely on performance metrics; it’s been built on people who genuinely care about others.
The truth, though, is that in an independent-contractor environment, we can’t control how these concepts are lived out. We don’t dictate behavior the way a corporation might. What we can do is share our values, set priorities that reflect them, and create a culture that encourages our people to embrace these ideals. Ultimately, it comes down to each of our agents and staff choosing to carry them forward in their own way. Every time one of you interacts with a client, a fellow agent, or someone in the community, you represent what Intero stands for. We can provide the framework, but the authenticity, the heart, that comes from you.
Will Guidara’s lesson reminds us that hospitality isn’t reserved for restaurants or hotels; it’s a mindset that applies anywhere people serve others. When we take the extra moment to notice, to listen, to personalize, we elevate the experience and separate ourselves from the competition. The market will always ebb and flow. Technology will continue to evolve. But the power of human connection, the feeling of being truly cared for, will always be the most memorable part of any business interaction.
As we move through the final stretch of the year, I encourage each of you to find your own version of that “hot dog moment.” Look for a chance to do something small but meaningful for someone today. It might be for a client, a coworker, or even a stranger. You never know how deeply it might resonate.
Because anyone can deliver good service, but it takes something special to deliver hospitality. And that something special has always been you.
If you are interested in seeing Will Guidara’s “TED Talk” on the subject, click the link below.
The Secret Ingredients of Great Hospitality
Have a great weekend everyone.
