Why First Impressions Aren't the Whole Story

I talk a lot about the importance of first impressions, and for good reason. Beautiful, modern interiors, luxurious furnishings, and all the finest details can set high expectations for an experience. But when it comes down to it, these surface elements mean little if the service doesn’t deliver on the promise.

I recently visited a venue that epitomised this disconnect—a place that looked perfect from the outside, with all the bells and whistles you’d expect in a premium establishment. I walked in anticipating an exceptional experience. And yet, what I found was something quite different: a team that seemed uninterested, disengaged, and even inconvenienced by guests. The service was painfully slow, impersonal, and lacked the warmth that should be the foundation of every guest interaction. It was a stark reminder that while ambiance can attract, it’s the customer service that truly makes or breaks an experience.

Too often, venues invest heavily in the “wow” factor but miss the most critical piece of the puzzle: a commitment to customer service excellence. A polished interior can set the stage, but without engaged, welcoming staff, it’s just a backdrop. Guests pick up on this disconnect immediately. When the experience doesn’t match the look and feel of the space, it creates an underlying feeling of disappointment and broken trust.

This disconnect can be particularly stark in hospitality because the industry thrives on personal connection and service. Guests come to feel special, cared for, and valued. When they’re met with indifference or poor service, it tarnishes the entire experience, regardless of how beautiful the surroundings may be.

Venues that get it right know that true hospitality is more than an attractive setting; it’s a seamless integration of environment and experience. A truly outstanding venue will ensure its team is equipped, engaged, and motivated to reflect the high standards set by the décor.

When a team genuinely cares about creating a positive guest experience, it shows in the smallest interactions—the warm greeting at the door, the attentive service, and the genuine concern for each guest’s satisfaction. These are the experiences that stay with guests long after they leave. They’re also the interactions that lead to repeat visits, referrals, and a positive reputation that no amount of décor can buy.

Now as guests, we can sometimes be too quick to judge a venue by its exterior (I know I have over the years!). We walk in with certain expectations based on appearances alone. But, as my recent experience shows, what matters most is not the appearance but the heart and soul of the place, expressed through its people. I’ve seen humble, unassuming places that deliver world-class customer service because they value their guests, and I’ve experienced grand establishments that left me wanting more because their service didn’t match their appearance.

This is a lesson for us all—not just as guests, but as professionals in the hospitality industry. For leaders and teams, it’s a call to action to invest in our people with the same enthusiasm we have for beautiful spaces. The truth is guests will always notice the human side of service more than the décor. The ambiance may draw them in, but it’s the personal touch that brings them back.

So, how can venues bridge the gap between appearance and experience? Here are a few steps every establishment can take:

1. Train for Consistency and Care: Every staff member should understand the importance of delivering a consistent, genuine guest experience that aligns with the venue’s style and standards. Training isn’t a one-time effort; it should be ongoing, with frequent refreshers that remind everyone of their role in creating memorable experiences.
2. Build a Team Culture That Prioritises Service: Leaders set the tone for a culture of exceptional service. A team that feels valued, respected, and supported will naturally extend that feeling to guests. When people love where they work, guests feel the difference.
3. Listen to Guest Feedback: Regularly soliciting feedback from guests and paying close attention to reviews can provide invaluable insights. If there’s a recurring issue with service, it’s an opportunity for immediate improvement. Guests are incredibly perceptive and will often provide honest feedback that can help teams improve.
4. Align Service with Setting: A sleek, high-end venue should have service that feels exclusive, attentive, and warm. A cosy, casual venue should offer friendly, personable service that feels genuine and welcoming. This alignment creates a harmonious experience where guests’ expectations meet reality.
5. Empower Staff to Go Above and Beyond: Give your team the autonomy to personalise the experience, whether it’s a thoughtful greeting, a complimentary gesture for a special occasion, or a willingness to go the extra mile. Small acts of thoughtfulness can make all the difference in setting a venue apart.

My experience at that beautifully designed venue was a reminder that hospitality starts and ends with people. A well-decorated space might turn heads, but it’s the warmth and professionalism of a team that truly leaves a lasting impression. As professionals, we need to ensure that the experience we deliver is just as attractive as the spaces we create.

After all, in hospitality, the true measure of success isn’t in the fixtures or finishes but in the faces of the guests who leave delighted, eager to return, and ready to recommend us to others.