In this episode of Pavement To Porch, Ben discusses the critical role of a venue's exterior in shaping customer expectations and experiences. The conversation emphasises that first impressions are formed before guests even enter the venue, highlighting the importance of cleanliness, sensory perceptions, and emotional communication. Ben provides actionable strategies for improving the exterior appeal of hospitality venues to enhance customer satisfaction and ultimately drive profit.

 

 

Takeaways

 

The first element of The Activation Phase, when we first get to interact with the guest in real time, begins before the Guest even enters the building.

 

Your pavement, your driveway, your carpark is your first touch point.

 

Expectations are set by the exterior before guests enter.

 

Thin slicing affects how guests perceive your venue.

 

Sight is the first visual promise to your guests.

 

Smell bypasses logic and hits emotion instantly.

 

Sound sets the tone before guests open the door.

 

The exterior determines the feeling of the venue.

 

Every interaction with a customer is a touch point.

 

Fixing the outside can lead to increased revenue.

 

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