We all know service is the key ingredient in running a successful business. But how important is it really?
Recently, my wife and I spent a few days at a hotel that, on the surface, was jaw-dropping. Unique. Special. Remarkable. We’ve stayed in boutique hotels around the world – from Kenya to Europe – and some of them left us with unforgettable memories. Almost always, the reason wasn’t just the architecture or location. It was the service.
A Factory That Never Was
This particular hotel had invested heavily in its design. The theme – an “old factory renovation” from the 1800s. From the moment you arrived, you felt transported. A rail line embedded in the walkway. Black-and-white photos of factory workers. Rusted tools in display cabinets. Cracked windows, faded tiles, furniture that looked vintage but wasn’t. Every detail was carefully manufactured to create the illusion of history.
And I’ll admit – they nailed it. The place was stunning. Except for one fatal flaw.
When Service Kills the Experience
From the first meal, the service fell flat. Staff moved around like they were heading to a funeral. No warmth. No welcome. We had booked for a week but quickly felt unwelcome.
One example stands out – we asked to see a different room type for a future stay. The front desk clerk acted like a prison guard, scolding me for touching the bedspread. “Do not touch the bed! We’ll have to call the cleaners again!” (For the record, my hands were clean. 😂)
Almost every interaction felt upside down. We were the ones making small talk and trying to spark smiles. By the end of the first day, we cut our stay from one week to one night. At checkout, they even tried to charge us a penalty for leaving early.
To their credit, when we asked to see the manager, she was gracious, apologetic, and quick to waive the fee. I truly hope she can help turn things around. The investment in infrastructure and design was a clear labor of love. But without service, none of that matters.
The Lesson
Here’s the point – service is everything. You can have the most beautiful product, the slickest office, or the most advanced systems. But if your service is cold, inconsistent, or dismissive, your business will suffer.
The opposite is also true: with outstanding service, customers will forgive imperfections, delays, and even the occasional mistake. Because they feel cared for. They feel valued.
Want your business to soar? Build service standards that make people say, “I’ve never felt taken care of like this before.”
Bottom line: Infrastructure gets attention. But service wins loyalty.
A Side Note on Productivity
On a another note, I just read a powerful blog post from the Freedom app team on reclaiming time with digital minimalism. They show how you can gain an average of 2.5 hours per day simply by managing your app use. A great reminder that just like service, small changes in behavior can deliver outsized results.
👉 Read it here.