17. Putting on the Ritz

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 ...

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