From catching his newborn daughter to sharing an unforgettable story about how a high-end restaurant owner flew a Birkin bag to Paris for restoration, Jay takes us through a whirlwind of emotions, insights, and reflections. It’s about more than customer service—it’s about ethos, intention, and culture. 

They also dive into lessons from hospitality leaders like Jeff Mastro (Ocean 48, Steak 48), the philosophy behind “unreasonable hospitality,” and how radical ownership and doing the right thing—regardless of ROI—can make a brand unforgettable. 

Whether you're a founder, parent, or just someone who gives a damn, this episode will make you laugh, reflect, and rethink what excellence really looks like. 

📍 Key Moments: 

- Jay’s emotional journey into fatherhood 

- What “hospitality in hospitality” really means 

- The Birkin bag story that defines customer obsession 

- 3 reasons companies go above and beyond (and most don’t) 

How to build brand loyalty through unforgettable gestures

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📩 Business Inquiries and Questions: [email protected] 

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