STORY22 becomes the first UK agency certified to deliver Unreasonable Hospitality training, helping businesses turn everyday interactions into extraordinary moments.

Exceptional customer service isn’t an accident, it’s a choice. That choice led Clan Gordon, Edinburgh’s leading letting agency, to partner with STORY22 for the UK’s first-ever Unreasonable Hospitality Workshop.

This pioneering session marks the beginning of a new standard in customer experience, driven by STORY22’s recent certification in a ground-breaking customer service philosophy – Unreasonable Hospitality – making them the only UK agency currently certified to deliver this transformative approach.

What is Unreasonable Hospitality? 

Unreasonable Hospitality is a concept developed by Will Guidara, the former co-owner of the world-renowned Eleven Madison Park in New York. His philosophy, detailed in his book Unreasonable Hospitality, emphasises the power of creating memorable, personalised experiences that go beyond expectations. By focusing on thoughtful details and turning routine interactions into moments of delight, businesses can build deeper connections with their customers and set themselves apart.

A First for the UK 

In October 2024, STORY22 became the first and only UK agency certified to deliver Unreasonable Hospitality workshops, bringing this innovative philosophy to British businesses. The workshop with Clan Gordon is the first of its kind in the UK, setting a new benchmark for customer service.

“Unreasonable Hospitality isn’t just for restaurants or luxury services – it’s a mindset any business can adopt,” says Sonya Whittam, co-founder of STORY22. “We’re thrilled to be the first to deliver this in the UK and to help forward-thinking clients like Clan Gordon elevate their customer experience.”

Transforming Challenges into Moments of Delight 

The half-day workshop guided the Clan Gordon team through every step of the customer journey, helping them identify opportunities to turn routine or even difficult interactions into positive touchpoints. One exercise focused on reframing potentially negative conversations – such as delivering repair cost news to landlords – into opportunities to provide proactive, supportive communication.

“True customer excellence is about seeing every interaction, even the difficult ones, as an opportunity to surprise and delight and to make sure your customers feel appreciated and heard,” adds Sonya. “Clan Gordon’s willingness to embrace this approach shows just how dedicated they are to exceptional service.”

Immediate Impact and Long-Term Vision 

The collaborative session generated actionable ideas that Clan Gordon has already begun to implement. Reflecting on the workshop, Ed Paine, Managing Director of Clan Gordon, said: “It was fantastic to have the whole team involved. Everyone was engaged and thinking creatively about how we can elevate the customer experience. We came away with ideas we’re excited to put into practice and look forward to revisiting this throughout 2025.”

Setting a New Standard in Customer Experience 

This workshop is just the beginning. By adopting Unreasonable Hospitality principles, Clan Gordon is redefining what exceptional service looks like in the lettings industry. STORY22’s certification ensures more UK businesses can benefit from this approach, turning everyday interactions into moments that build trust, loyalty and competitive advantage.

To find out more about STORY22 visit WWW.STORY22.CO.UK