There’s a common misconception in our industry—that we’re overly strict, dramatic, or intense. You might have heard the stereotype that if the cutlery isn’t perfectly aligned, it’s as if you’ve personally offended the manager. But the reality is far more nuanced, especially when it comes to how customers perceive the small details that can make or break their entire experience.
Let me paint a picture for you.
Imagine an event where guests begin to arrive, only to find the tea and coffee station isn’t set up. This might seem like a small oversight, but to the customer, it’s a glaring issue. It’s not just about missing beverages—it’s about the impression that their event, something they’ve likely planned for months, isn’t being treated with the care and attention it deserves. Now, the manager steps in and says:
“I’m terribly sorry. Earlier today, we had a fire at the venue. We had to evacuate guests through windows, and a pipe burst, flooding the kitchen. We deeply apologize for not having everything ready.”
The guest, suddenly aware of the “circumstances,” offers empathy.
But then, the manager adds:
“Actually, none of that happened. We just forgot to set up the tea and coffee.”
What’s the message here? That something as simple as tea and coffee is trivial. That guests should be relieved the problem wasn’t worse. But in hospitality, there is no such thing as a “small” detail when it comes to the customer’s experience. What might seem insignificant to staff can feel like a major letdown to a customer who has invested time, money, and trust in you.
And this is where we need to shift our mindset. Hospitality isn’t just about delivering a service—it’s about delivering an experience, one where every detail, no matter how small, contributes to how guests feel. The knock-on effect of getting these details wrong can be devastating. One oversight can snowball into a loss of business, negative reviews, and a tarnished reputation—all of which could have been avoided with just a bit more care.
The lesson? Perception is everything. For us, events may be a routine part of our daily lives. But for our customers, that event could be the culmination of months of planning. Their expectations are high, and it’s our job to meet—and exceed—them.
This is why every interaction matters. It’s why training our staff to prioritize the customer’s experience is non-negotiable. It’s not about making excuses or downplaying mistakes. It’s about showing our guests that their concerns, no matter how small they might seem, are our top priority. Because in hospitality, it’s never “just tea and coffee.” It’s the foundation on which trust is built and excellence is measured.
If you’re passionate about the hospitality industry and want to be part of its evolution, join us at The Art of Hospitality Conference in January. Let’s learn, grow, and continue raising the standard together.
Get your tickets here!
