First impressions count. This is my view at the reception of a spa at a five star hotel. The back of a Lenovo monitor and dangling cables.
This is a lovely place, it smells and looks beautiful. And I know I will have a sublime experience.
But it shows that the staff haven’t sat in the customer’s seat.
This didn’t happen because anyone made a bad decision, nobody thought a decision was needed.
No one ever walked through the whole journey. They designed moments. Customers don’t experience moments, they experience continuity.
And in a 5 star spa, that starts with what you see.
(And yes I get the irony of the juxtaposition with my previous post about avoiding eye contact!)