I travel a lot. I was once away from home on business for 130 nights in a year. I didn’t stay in the same hotel for longer than two consecutive nights. When you’re away so much you become an instant judge of hotels. I know it’s not fair to make judgements based on a first impression but hey, we all do it.
Your business might be very different from a hotel, but the two experiences I pick out here perfectly illustrate how the low-cost details make all the difference to the customer.
First, the horrendous one.
Glasgow is one of my favourite cities. I lived there for two years and I love the place and the people, so I was really looking forward to going back.
I’d been on the road for ten days doing lots of speaking and training ...