I recently stayed
in a supposedly luxury
all inclusive resort.
It was no longer luxury.
Why?
Because the resort had
(wisely)
cut costs during the pandemic
and now that travel was
opening up
once more,
they hadn’t reversed the cost cutting.
Each patron was, for example,
allocated exactly one bath towel.
There were no bath mats,
no face cloths,
no hand towels.
There were no offers
of additional grated cheese
at the Italian restaurant.
There were no pepper grinders.
There was little variety of food
and few garnishings.
There were a thousand
small cost cuttings
that likely someone in head office
thought no one would notice.
I noticed.
I didn’t feel pampered.
I won’t ever return
on my own accord.
You likely installed
cost cuttings
during the pandemic slowdown.
That was the right decision
to do
THEN.
With the economy opening
back up,
it is time to reverse
those cost cuttings.
Ensure the customers
who return to you
stay with you.
Give them the experience
they expect.