Leading Beyond Logic: A Lesson from the Welcome Conference
Two weeks ago I had the opportunity to attend the Welcome Conference in New York with some members of my team and the MIBE community. The speakers throughout the day shared inspiring stories and thought-provoking ideas. This event, hosted by Will Guidara and his team at Unreasonable Hospitality, truly delivered on its promise: “Once a year we gather to listen, to learn, to laugh, and to leave better than we came."
One of the speakers I especially enjoyed was Rory Sutherland, marketing and psychology guru and author of Alchemy: The Surprising Power of Ideas That Don’t Make Sense. He challenged conventional thinking with examples of how often we’re focused on solving the wrong problem. He was both entertaining and insightful, and he prompted me to think differently about how I approach challenges and where I place my attention.
Lisa Ware, Robin Selden and Anthony Lambatos attending this years’ Welcome Conference
His premise was that psychological solutions are often more effective than purely logical or technical ones because humans aren’t rational beings. Some key points he shared:
The possibility of counter-intuitive solutions: Instead of focusing on making a train faster, ask: how can we make the ride so enjoyable that people want to stay on longer?
Rethinking how information is presented: Instead of only warning about speeding, show drivers a “paceometer” that reframes speed in terms of minutes saved per 10 miles — making it clear how little is gained by pushing past 65mph.
As technology advances, person-to-person interaction will only become more valuable. And as Rory put it, “We only measure what can be tracked numerically, but it’s critical to think about how you make people feel.”
His words were a powerful reminder for me. In business, and in life, it’s tempting to chase the measurable: faster results, bigger numbers, clearer metrics. But sometimes the real opportunity is found in shifting perspective, focusing on human connection, and solving problems in ways that can’t always be tracked on a spreadsheet.
Rory closed by sharing: “Rather than trying to change the world, we can change how people see the world. When people see the world differently, they behave differently. That then changes the world.”
As leaders, when we take the time to reframe challenges, lean into creativity, and focus on how we make people feel, we don’t just solve problems we unlock possibilities.
Keep MIBE-ing!
Anthony Lambatos
Founder, MIBE Hospitality Culture Training
Owner, Footers Catering
P.S. Lean in to your leadership! Join us at our MIBE Summit January 25th - 27th.
