THE BLOG

We’ve all been taught that good service is the gold standard…

…the thing that earns customer loyalty and keeps the bookings flowing, but here’s the truth: good service is just the beginning.

In hospitality and tourism,...

Why taking an unplanned break made me realise we’ve got it wrong!

Ever noticed how life has a way of forcing you to slow down right when you’re at full throttle?
This winter, I hit pause on my business, part planned, par...

In hospitality, loyalty can feel like chasing a mirage…

One week your venue’s buzzing, the next it’s ghost town vibes. You pour your heart into service, post relentlessly on socials and hand out loyalty cards like you’r...

Why Most Businesses Lose Customers After the First Sale!

Let’s talk about the silent killer of hospitality businesses. No, not a bad review, though that stings! Not even rising costs and let’s be real, they’re brutal.

Let’s talk about what really keeps customers coming back. It’s not just good food, well-crafted cocktails, or even a killer playlist (though, let’s be real, those help). The real magic lies in the small, unexpected momen...

If you’ve ever cringed while asking a customer for their email, you’re not alone. For bricks-and-mortar businesses like cafés, bars and retail stores, building an email list is essential, but it often gets put in the 'to...

AI is here to stay, but if 2025 is proving anything, it’s this: human connection is making a massive comeback! Yes!! Customers are done with generic, soulless interactions. They’re craving real, personalised service and ...

Buckle up, because I’m about to flip the script on that tired old mantra: "The customer is always right." Guess what? They’re not!. Embracing this truth can be a game-changer for your business. Let's dive in and shake th...