Show Notes: MLDC Book of the Week – "Unreasonable Hospitality" Episode 165 of The HaltingWinter Podcast (Part 1 of 5: "Unreasonable Hospitality" Series)

Episode Overview

Seth Winterhalter launches a fresh 5-part series exploring Unreasonable Hospitality by Will Guidara—one of the most compelling books on service, culture, and leadership in the last decade. In this kickoff episode, Seth unpacks what it means to go beyond great customer service and deliver unforgettable, human-centered experiences in the world of municipal government.

Drawing lessons from how Eleven Madison Park became the world’s #1 restaurant, Seth challenges city managers and department leaders to reimagine their daily interactions with residents—not as transactions, but as opportunities for connection and impact. This episode sets the foundation for transforming your team’s culture from compliance-driven to citizen-centered.

Key Takeaways

• What "unreasonable hospitality" looks like in a municipal setting

• How to shift from rule-following to creative problem-solving without breaking policy

• The difference between excellence (competency) and warmth (connection)—and why you need both

• Practical examples of turning friction-filled processes into moments of value and trust

• Why empowering frontline staff is essential to transforming service culture

• How your leadership actions create permission for your team’s hospitality mindset

This Week’s Journey in the MLDC

Monday: The big idea—bringing unreasonable hospitality into public service Tuesday–Thursday: Deep dives into leadership self-awareness, empowerment, and memorable moments Friday: Virtual Book Club – Live discussion on hospitality-driven city culture

Special: Free 7-Day MLDC Trial

Join the Municipal Leadership Development Circle and get:

• All five episodes in the Unreasonable Hospitality series

• Daily insights, blog reflections, and leadership tools

• Friday’s Virtual Book Club with municipal peers across the country

• Full access to MLDC’s resource library and community platform 🔗 Start your free trial now at HaltingWinter.com

Resources Mentioned

• Book: Unreasonable Hospitality by Will Guidara

• MLDC: The Municipal Leadership Development Circle: Learn More

• Weekly Newsletter – The Leader’s Lens

Connect with Seth

• LinkedIn: www.linkedin.com/in/sethwinterhalter

• Website: www.HaltingWinter.com