For this episode, we're introducing part one of a two-part series all about creating a culture of service. Now, this theme sits close to home for everyone here at Nordstrom, because it's really the defining trait we focus on to create differentiation, and frankly, a reason for being. And it's nice that we have this reputation and a legacy of great service, but our whole battle is remaining relevant and continuously raising the bar. In that regard, I'm super excited to share with you a conversation I had with a remarkably successful restaurateur, and author of the book Unreasonable Hospitality, Will Guidara. I first learned of Will through his TED talk, titled The Secret Ingredients of Great Hospitality. And if you haven't seen it, you need to go check it out as soon as this episode is over. It’s great. Will lays out his own unique philosophy on customer service that goes far beyond the boundaries of his specific industry and speaks directly to our human nature. Will was the previous owner of one of New York City’s top-rated restaurants Eleven Madison Park, which has consistently held a three-star Michelin rating since 2012, and in 2017 was named the number one restaurant in the world. But when describing what his real job is, Will explains that the food, the service and the design of a restaurant are all just ingredients in the recipe of human connection. He proposes that he's not actually in the business of serving dinner. He's in the business of serving memories. Will elevates the purpose of the dining table to a sacred place in which two people grow closer together in relationship with one another, and it's the job of the entire restaurant staff to curate an environment in which that can happen. So much of Will's philosophy resonates strongly with my own, and echoes in the practices that we encourage here at Nordstrom. So, I thought Will would make a perfect guest to help characterize the essential pillars of creating a culture of service.

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