Will Guidara made his name in the hospitality industry as the co-owner of Eleven Madison Park, transforming it from a "good" New York restaurant to a 3 Michelin star establishment that was ranked number one on "The World's 50 Best Restaurants" list in 2017.

In his new book, Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, Will shares his personal memoir and manifesto, outlining his business management philosophy on the art of service.

Together with Martin Reeves, Chairman of BCG Henderson Institute, Will discusses how to be intentional in the pursuit of relationships with both the people you work with and those you serve, and the impact of digging deeper to explore new creative approaches that turn ordinary transactions into extraordinary experiences.
***
About the BCG Henderson Institute
The BCG Henderson Institute is the Boston Consulting Group’s think tank, dedicated to exploring and developing valuable new insights from business, technology, economics, and science by embracing the powerful technology of ideas. The Institute engages leaders in provocative discussion and experimentation to expand the boundaries of business theory and practice and to translate innovative ideas from within and beyond business. For more ideas and inspiration, sign up to receive BHI INSIGHTS, our monthly newsletter, and follow us on LinkedIn and Twitter.

Unreasonable Hospitality with Will Guidara

Will Guidara—an elite New York restauranteur and author—talks about his storied career as a leader in modern luxury dining, delivering service that transforms a meal into a magical experience.

Will Guidara

Welcome to Monday Morning Pep Talk! In Episode 268, I’m covering a simple but powerful principle that separates top advisors from the rest:

📌 Delivering the right message to the right person at the right time.

Your CRM isn’t just a database—it’s a tool that, when used correctly, builds trust, drives engagement, and increases referrals. But too often, advisors send generic messages, missing opportunities or even damaging their brand.

This episode breaks down how to structure your CRM so that every outreach is intentional, personal, and impactful.

📌 What You’ll Learn in This Episode:
✔️ Why segmenting your CRM into five key lists makes all the difference
✔️ How to refine messaging with strategic tags and filters
✔️ The secret to using notes effectively to deepen relationships
✔️ How a well-maintained CRM leads to better conversion rates and stronger trust

🚀 Step 1: Segment Your Database for Precision
Before sending another email or making another call, organize your contacts into five key lists to ensure your outreach is intentional:

✅ Top 100 Clients – Your most valuable past clients and VIPs
✅ Top 100 Referral Partners – People who consistently send business your way
✅ Warm List – Future clients likely to buy or sell within the next 12 months
✅ Hot List – Clients preparing to transact within the next 30, 60, or 90 days
✅ Local Collaborative Brokers – Trusted brokers you work with on pricing, inventory, and deals

This segmentation ensures you’re always speaking to the right audience.

🔎 Step 2: Use Tags for Hyper-Specific Messaging
Once you have your five lists, take it a step further with CRM tags. Tags allow you to personalize outreach based on:

🏡 Neighborhood & Price Point – Send market data or property alerts tailored to their interests
🎟 Events & Open Houses – Target clients with invitations based on past engagement
🎄 Holiday Gifting & Cards – Easily pull a list for thoughtful, seasonal follow-ups
📚 Shared Interests – Whether they’re sports fans, dog lovers, or wine enthusiasts, tagging personal details allows for authentic connections

Using smart segmentation + tagging means no more random emails—just strategic, value-driven communication.

📲 Step 3: Take Notes & Track Conversations
If you’re not logging details after every client conversation, you’re losing business.

Taking notes on goals, preferences, and life updates allows you to:

✔️ Personalize your follow-ups
✔️ Anticipate client needs before they even ask
✔️ Build stronger relationships that lead to long-term referrals

The best advisors don’t just remember names—they remember the details that matter.

📊 Why This Matters: Your CRM is an Asset, Not a Task
🔹 68% of real estate business comes from repeat and referral clients.
🔹 A well-maintained CRM increases conversion rates, builds trust, and drives long-term growth.
🔹 Advisors who master strategic follow-up don’t chase business—it comes to them.

This isn’t about collecting data—it’s about using it to strengthen your business.

📌 Final Thought: Start NOW
Your CRM should be more than a list of names—it should be the foundation of a high-performance, relationship-driven business.

Refine your database.
Be intentional with your outreach.
Commit to tracking every meaningful conversation.

Over time, you’ll see stronger relationships, higher engagement, and a business that runs on trust and authenticity.

👉 Subscribe & turn on notifications so you never miss a Monday Morning Pep Talk!

📩 Get More Coaching & Resources
📬 Join My Weekly Email List: www.askjimmiller.com
📧 Email Me: Jim@askjimmiller.com
📲 Follow Me on Instagram: www.instagram.com/askjimmiller
🔗 Connect on LinkedIn: www.linkedin.com/in/jimmillerchicago
🎧 Listen on Apple Podcasts: podcasts.apple.com/us/podcast/ask-jim-miller/id1490481207
🎵 Stream on Spotify: open.spotify.com/show/639ZlTcWjTNW9Cdq8QkwQJ


Right Person, Right Message, Right Time | Monday Morning Pep Talk #268

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Jim Miller is a success mentor and life coach who guides top real estate brokers from around the country while managing 2.3B+ in sales production as Designated Managing Broker with Jameson Sotheby’s International Realty in Chicago, Illinois.  He is also recognized as a top real estate coach to top Sotheby's International Realty brokers in 35 luxury markets.

Right Person, Right Message, Right Time | Monday Morning Pep Talk #268

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