71 - The 5% People Never Forget | How to Create Experiences That Make You Unforgettable

What makes an experience truly unforgettable? Most businesses focus on getting the first 95% right: delivering the product, answering the phone, meeting deadlines, solving problems, and doing what they promised. Those things matter. But according to Eddie Wilson, they're also what people already expect. In this episode of the Impact Podcast, Eddie explores the final 5% that separates good service from genuine hospitality and explains why seemingly small moments can leave the biggest impressions. Drawing from his current work expanding Myth & Legend Coffee, unforgettable experiences he's encountered throughout his life, and lessons from Unreasonable Hospitality, Eddie examines what happens when we stop simply completing transactions and start paying attention to the person in front of us. But this principle reaches far beyond customer service. Eddie explores what the extra 5% looks like in leadership, sales, friendships, marriage, family, and everyday interactions, and why being more intentional doesn't necessarily require more money, more time, or more work. Sometimes creating an unforgettable impact begins with something much simpler: noticing. Because people may forget what you delivered, but they're far less likely to forget the moment you made them feel seen.TIMESTAMPS:00:00 – The 5% People Never Forget01:10 – Service vs. Hospitality02:16 – Why the First 95% Isn't Enough03:07 – Creating an Unforgettable Experience04:17 – The Power of Unexpected Hospitality05:55 – What People Actually Remember06:23 – Transaction vs. Emotional Connection07:50 – What Is the Extra 5%?08:14 – Building Relationships With Customers09:32 – Small Gestures, Lasting Impact11:04 – Why Attention Matters More Than Money11:26 – The Oreo Milkshake Story13:16 – Becoming Better at Noticing14:34 – Hospitality Beyond Business15:20 – Making Employees Feel Seen16:13 – Applying the 5% to Life and Family17:20 – Simple Ways to Go Above and Beyond18:22 – The Daily 5% Challenge19:14 – What Will People Remember About You? Hosted on Acast. See acast.com/privacy for more information.