Hospitality in the Overlooked: Finding Meaning in Forgotten Moments

Hi Beloved,

This year, I’ve been inspired by how Oregon Football’s Head Coach, Dan Lanning and his unique approach to each week during their season.

Throughout this past season—every Monday, he would present to his team a motivational theme to keep things fresh and focused on moments that could show up that week.

Some of them were:
“Are you not entertained?”
“Jump Around”
“Project Mayhem”
“Keystone Species”

And well... it worked. The Ducks went 13-0, won a Big Ten championship, and came short of the ultimate goal in the playoffs.

But it got me thinking: what if I designed my weeks the same way? What if I planned out a theme to give each week a fun twist and fresh?

So, here’s the theme for this week: 20 Seconds of Insane Courage. (Inspired by We Bought a Zoo.) On Sunday, I watched the movie again, and now the soundtrack is on repeat as a way to keep me focused and energized.

The goal? To stay engaged amidst the busyness, to keep building with intention, and to avoid drifting into the monotony of the day-to-day.

And since I’m already on this kick about making the mundane meaningful, it’s the perfect setup for this week’s topic in the newsie.

Let’s dive in.

Have you ever thought about how many moments we overlook in our daily lives—the ones that seem so ordinary they almost disappear?  

These mundane moments are everywhere. They’re the brief pauses, the routine tasks, the transitional spaces that often feel insignificant.

But here’s the thing: those moments can hold incredible power when we approach them with intentionality and care.  

Hospitality isn’t just about grand gestures or planned interactions. It’s about noticing the small, overlooked moments and transforming them into something meaningful.  

Let’s take a closer look at five truly overlooked moments and explore how they can become opportunities for hospitality.  

Five Overlooked Moments to Elevate with Hospitality

1. The Wait Time

Whether it’s someone waiting for an appointment, standing in line, or even waiting on hold, these moments can feel tedious. What if you transformed them into moments of delight? Think of small gestures like offering a surprising piece of content, an unexpected treat, or simply acknowledging their patience.

2. The Bathroom Break

It might sound strange, but even the restroom experience matters. At events or workplaces, a clean, thoughtfully maintained space—with maybe an unexpected touch like fresh flowers or a handwritten sign—can communicate care and attention.

3. The End of the Day

The way you close out a shift, a project, or even just the workday can leave a lasting impression. Recognize your team or customers with a simple, “Thanks for today” or an unexpected gesture to acknowledge their contribution or presence.

4. The Forgettable Follow-Up

The final invoice, receipt, or survey is often treated as a routine task. But what if it was more? Add a personal note to a receipt, or include a follow-up that thanks someone for their time and invites further engagement.

5. The In-Between Moments

Think about transitional moments—like walking someone to their car, guiding them to a meeting room, or the time between signing a contract and the first deliverable. These are prime opportunities to sprinkle in a thoughtful word or gesture to make them feel cared for.

Turning Overlooked Moments into Unforgettable Touchpoints

The Unreasonable Hospitality framework teaches us that identifying and elevating touchpoints is the key to creating extraordinary experiences. It’s not about adding complexity—it’s about noticing the opportunities that are already there.

Here’s how you can start:

1. Map the Journey: Think through every stage of your customer or team’s experience and highlight the overlooked moments.

2. Reimagine the Mundane: Pick one overlooked touchpoint this week—like a receipt, a wait time, or the end of a meeting—and ask, “How can I make this more meaningful?”

3. Start Small: A single thoughtful gesture, like a thank-you note or a kind word during a routine interaction, can turn an overlooked moment into something unforgettable.

A Final Thought

Hospitality is often found in the quiet, hidden spaces. When we start to notice and elevate these moments, we create connections that last.

So this week, take a closer look at the overlooked moments in your day-to-day. Where can you add a touch of care, attention, or delight to turn something forgettable into something unforgettable?

Warmly,
Nathan

P.S. Stay tuned for next weeks theme…and more thoughts on making 2025 the year of hospitality within the places we live, work and play.