Jul 15, 2025
Why We’re Doubling Down on Hospitality
If you know us, you know we care deeply about the people we work with. Real estate isn’t just about homes, it’s about the people who live in them, and the journey it takes to get there.
I recently finished reading a book called Unreasonable Hospitality by Will Guidara, the former co-owner of Eleven Madison Park - one of the top restaurants in the world. While it’s a book rooted in fine dining, its message about customer service and human connection hit home in a big way.
The core idea? Unreasonable hospitality means going beyond what’s expected, doing something personal, thoughtful, and memorable that shows people you genuinely care.
That’s exactly the kind of experience we strive to create at Team Toly & Josie.
Whether it’s…
surprising our buyers with a small gesture that reflects their personality,
helping sellers navigate tough market conditions with confidence,
or simply showing up with empathy, patience, and insight when stress levels run high
We want our clients to feel not just well-served, but truly taken care of.
Reading this book was a great reminder that exceptional service isn’t about being flashy, it’s about being radically thoughtful. It’s noticing the little things, listening a little closer, and making sure every step of the process feels supported, clear, and human.
Here are a few inspiring examples from other industries that show what this kind of hospitality looks like in action:
A hotel concierge once arranged a same-day flight to deliver life-saving medication a guest left behind, without ever being asked.
A car dealership pre-programmed a client’s new vehicle with their favourite radio station and left their go-to coffee in the cupholder on pickup day.
A retail staff member learned a frequent shopper was going through a tough time and sent a hand-written note with a small care package from their favourite product line.
A university admissions assistant noticed a nervous applicant had traveled alone and offered to give them a personal tour, helping turn anxiety into excitement.
It’s not about scale, it’s about intention.
So don’t be surprised if we ask about your favourite coffee or celebrate your offer day with a little more flair. We’re always looking for ways to elevate what we do, and this book just gave us a fresh boost of inspiration to do it even better.
If you’re thinking of buying or selling, or just want to chat about what’s possible, we’d love to hear from you.
Let’s make the process not just successful, but meaningful.
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Warmly,
Team Toly & Josie
