What we offer
The First Impression
Arrival, the welcome, and the ten minutes in which a guest decides what kind of place this is.
What it is
The short answer
The approach, the door, the greeting, and the ten minutes that follow it. Where a guest is asked to wait, what they can see while they wait, and how long it actually takes.
Ten minutes is not an arbitrary figure. It is roughly how long a guest takes to decide what kind of place this is, and that decision is rarely revised — everything that follows is read through it, which is why a poor first ten minutes costs far more than the ten minutes.
Who it is for
It suits
- Establishments where the front of house has changed hands, or grown.
- Anyone whose guests decide in ten minutes what kind of place this is, and who has never watched those ten minutes from the outside.
- Properties where the owner is recognised on sight, and therefore cannot be arrived at.
What you receive
At the end of it
- A written account of the arrival, minute by minute, in the order it happened.
- You learn what a guest saw, heard and waited for, reported without interpretation added.
- You learn what a stranger had concluded about your establishment before anybody had done anything for them.
- A conversation with our team to take you through it.
Ask us what this would look like at your property.
An introduction is a conversation and then a written proposal. Our team replies within three working days, and nothing is agreed until you agree to it.
Also available
- The whole of it
The Whole Guest Journey
One visit, assessed end to end, from the first enquiry to what a guest still remembers days later.
Before They Arrive
The enquiry, the booking and the confirmation, assessed exactly as a guest meets them.
What They Came For
The treatment, the table, the room — the thing itself, reported without flattery.
How They Leave You
The settle, the goodbye, and what is still there seventy-two hours later.