185 | Squash Milk

Episode Summary: Steve Fortunato never planned to make hospitality his life's work—until he realized it was embedded in his DNA. After starting roomforty, an innovative catering company designed to deliver restaurant-quality experiences anywhere, he went on to open Fig House, a sought-after event venue. Steve's book, The Urgent Recovery of Hospitality [please bold and italicize the title], looks at relationships through the lens of hospitality and explores how generosity can restore civility. Susan and Steve talk about why modern service culture has become transactional, how to break free from the "customer is always wrong" trend, and why a little squash milk can go a long way. What You'll Learn in This Episode: 🍽️ Why catering gets a bad rap – and how Steve set out to change that. 🚀 How Steve transformed his business by embracing venues. 🤝 Why true service is about relationships, not transactions. 🔥 When restaurant culture gets in its own way. 🎭 How trying to impress customers can actually backfire. 🌱 Why giving value first creates better experiences for everyone. If you are seeking a more hospitable world, this episode and Steve's book are for you!