Perceived Value vs. Actual Service—Are You Matching Your Marketing?

What makes a great customer experience—price, service, or the overall feel of the brand?

Recently, I found myself comparing two very different car mechanics. Both offered solid service, but the experience couldn’t have been more different—and it got me thinking about how businesses set expectations and whether their marketing truly reflects their value.

The First Mechanic
A well-known, high-end brand with a price tag to match. The experience was polished from start to finish:

✔ A glass of water offered while I waited.

✔ A courtesy bus service for convenience.

✔ A complimentary car wash before I left.

✔ A front desk team that handled everything seamlessly.

✔ A follow-up call to ensure everything was running smoothly.

It was professional, smooth, and undeniably premium—but the price reflected every added detail.

The Second Mechanic
A small, local workshop with a much lower price point. The experience was different but equally valuable:

✔ A tidy workshop, though not shiny or brand-new.

✔ No courtesy bus or car wash, but a direct, personal interaction with the mechanic.

✔ Clear explanations of what was done, what needed attention next, and why it mattered.

While it lacked the polish of the first experience, the service itself was excellent—and for the price, I left feeling just as satisfied.

Both mechanics did the job well, but the perceived value came down to the experience around the service.

• The high-end brand focused on luxury touches and convenience to justify the price.
• The local mechanic focused on transparency, expertise, and personal interaction to provide value at a lower cost.

Neither experience was better—just different. I’d happily return to either, depending on what I needed at the time: a premium experience or a more budget-friendly, hands-on service.

When it comes to your venue, it’s easy to focus on delivering great service—but what about the experience that surrounds it? Are you matching what your marketing promises?

• If you’re promoting a premium guest experience, are you offering the extra touches (personalised greetings, follow-up calls, member rewards) that justify a higher price point?
• If your focus is value for money, are you delivering consistent service and clear communication that builds trust and loyalty?

The key isn’t being the cheapest or the most luxurious—it’s about aligning your guest experience with your brand promise, so customers feel they’re getting exactly what they expected (or more).

If your team’s service and your marketing aren’t aligned, your guests will feel the disconnect—and that can cost you loyalty and repeat business. But with the right training and leadership strategies, you can ensure every interaction reflects the value your brand promises.