Customer is King


We hear a lot about how success in the hospitality business means tailoring your product and service to your customers’ needs; being flexible; responding to individual requirements and so on. I’m not so sure.

I’ve just been trying to organise a family celebration somewhere special in the Lake District at the end of October. And it is proving almost impossible to find anywhere which will allow us to come for one night as they require 2-night bookings at weekend. This despite recession and a guaranteed booking for 13 people 6 months out (including presumably a substantial deposit). Does this suggest it is about the product (build it and they will come) rather than the market (customer is king)?

As to our family event? Any suggestions welcome!