Guest experience is instinctive, not a conscious decision. When something’s off—like a bad smell, dirty washrooms, unsmiling staff, or uninviting interiors—these details don’t just influence conscious opinions; they tap into instincts.
If something feels “off,” it can drive customers away without them even realising why. The sum of small details leaves a lasting positive impression on guests.
Every single aspect matters.
This article breaks down every touchpoint of your business where small details make the biggest impact. By sweating the small stuff, you can turn first-time visitors into loyal patrons.
First Impressions (Outside)
- Clean, visible signage (no fading, no peeling paint or broken lights).
- Creative and clear footpath or outdoor signs that grab attention.
- Spotless windows and uncluttered displays to showcase the interior.
- Entrances that are clean, welcoming, and free of obstructions.
- Outdoor seating areas that look inviting and tidy.
- Sufficient parking spaces with clear directions and proper lighting.
- Flowers or greenery in- and outdoors do wonders and add charm.
Atmosphere Inside
- Match indoor lighting to outdoor brightness for a smooth transition for the eyes.
- Play appropriate background music at a pleasant volume.
- Ensure a pleasant scent upon entering (avoid chemical smells).
- Keep indoor temperatures comfortable—not too hot or cold.
- Clean and polished furniture with no stains or damage.
- Proper acoustics to minimise noise and echoes.
Staff & Service
- Train staff to greet every guest warmly, even during busy times.
- Ensure all staff are presentable, with clean uniforms and friendly smiles.
- Actively check tables to avoid long wait times (and inform guest about that).
- Maintain professional and polite language among staff at all times.
Cleanliness & Hygiene
- Spotless, well-lit restrooms with pleasant temperatures and warm water available, well-stocked and fresh-smelling.
- Clean menus with no grease stains or dog-eared edges.
- Tables and chairs wiped down promptly after use.
- Keep floors clean and free of debris.
- No cobwebs in corners, ceilings, or light fixtures.
- Well-maintained cutlery, glasses, and crockery with no water stains or chips.
Dining Details
- Easy-to-read menus that aren’t overwhelming in length.
- Serve condiments in clean bottles or jars (not sticky or almost empty).
- Clearly label dietary options (vegan, gluten-free, etc.).
- Ensure food is served at the right temperature—hot dishes hot and cold dishes cold.
- Regularly update menus with accurate pricing and availability.
- Avoid adding to the menu handwritten, scribbled notes/updates
- Avoid hand scribbled signs/notifications. The minimum is to print them in-house.
Ambience & Comfort
- Comfortable seating with proper cushioning to match the average length of a guest stay.
- No glaring lights or overly dark corners—balance lighting appropriately.
- Use subtle scents, especially if food is served (avoid overpowering kitchen smells).
- Minimise loud, distracting noises from the kitchen or staff areas.
Guest Convenience
- Free, hassle-free Wi-Fi.
- Charging points near tables or seating areas if appropriate at your establishment.
- Clear signage for restrooms and other facilities.
- Promptly serve complimentary water or provide a water station.
- Keep in mind people with physical disabilites moving around.
For Families (where appropriate)
- Provide clean and accessible high chairs.
- Offer small play areas or activities for children (e.g., colouring books).
- Include simple, appealing menu options for children.
Extras & Thoughtful Touches
- Tasteful, well-maintained seasonal decorations.
- Fresh flowers or subtle table décor to enhance the dining experience.
- Offer small surprises with the bill, such as mints or chocolates.
- Provide personalised service, such as remembering regular guests’ names or preferences.
Behind-the-Scenes
- Keep backup supplies (toilet paper, napkins, etc.) fully stocked.
- Double-check orders before serving to avoid mistakes.
- Monitor online reviews to address feedback quickly and make improvements.
Digital Experience
- Keep your Google Business Profile, social profiles, and website updated with the correct opening hours.
- Align social media posts with the ambience of your business.
- Respond politely and promptly to all guest reviews, whether positive or negative.
- Ensure booking processes are simple and effortless.
Conclusion
The beauty of focusing on the small stuff is that it doesn’t require extravagant spending or major overhauls—it simply takes a shift in perspective.
By sweating the small stuff, you send a powerful (and perhaps subconscious) message to your guests:
“you care, and they feel it.”
This effort can lead to loyalty, word-of-mouth recommendations, and, ultimately, more business.
Do this!
Take a step back, walk through your establishment as a guest would, and start addressing the little details that could make the difference.
You don’t have to do this alone. Ask those who know you and your business:
- your partner,
- friends,
- colleagues, or
- even your guests (anonymously).
Gather feedback and adjust to meet your ideal guest’s expectations.
Did you know that guest experience doesn’t only happen when someone uses your services? It actually starts well before that moment and can last for months afterward. Read my How to Thrive in the Hospitality Industry – Customer Experience Explained article.
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Thank you for reading my post.
I am Shopi.
I provide no B.S. marketing & design for Hospitality Businesses.
