Forgettable service is your biggest hidden expense

I worked 13 years in HR & Guest Experience in 5-star hotels. 

In Bucharest, Venice, Dubai.

At that level, if one employee hesitated, looked unsure, or used the wrong tone with a guest, we could lose thousands of euros in a single day.

If we hired or promoted the wrong person, or hosted anything less than a spectacular onboarding, we’d lose a few more thousand. 

Plus time, energy, good people, and the engagement we fought hard to build.

Why?

Because one moment of indifference or mediocrity can destroy trust, damage reputation, and stop high-value clients & employees from coming back.

Now I work WITH customer-facing businesses in Romania.

And the indifference, lack of standards, guessing games & free-stile behaviors have the same impact as everywhere!

The biggest difference: NO ONE BOTHERS TO CALCULATE THE COST.

The cost of opportunity.

No one tracks that.

It doesn’t show up in your Excel sheet.

Forgettable service is your biggest hidden expense!

🔻 the “nice” employee you keep because they show up on time, but constantly give vague & cold answers to clients. You’re just avoiding a tough conversation & bleeding sales in silence.

🔻promote your best technician to a team leader without teaching them how to lead. Double loss. You lost a great performer & gained a mediocre manager. 

🔻skip onboarding because “they’ll figure it out.” What you think you saved in time, you’re paying back in mistakes, frustration & early resignation.

🔻keep a high performer who’s toxic to everyone else. You’re paying with quiet quitting, missing trust, and the high turnover.

🔻treat loyal customers the same as walk-ins. You may think you’re being “fair.” But you’re being forgettable.

🔻assume your service is “fine” because no one complains. Silence is far from satisfaction. It’s giving up on expecting more.

🔻train your staff what to say, but not how to make people feel. A robotic “Bună ziua” with dead eyes is still bad service.

🔻ignore small frustrations: long waits, unclear communication, generic interactions. Each one chips away at trust, the only thing that brings people back without a discount.

In luxury hospitality, these kind of decisions & behaviors are simply UNACCEPTABLE!

Most owners from small-medium, customer-facing businesses don’t speak “consultant” or luxury!

They don’t want a workshop. They want the problem gone:

– my team is polite but not selling

– we lose good people after 3 months

– clients leave without complaining but never come back

– I have to repeat myself 10 times before something gets done

They want someone who understands the mess behind the scenes and can fix it without the judgment, the jargon & the junk.

So no, I don’t pitch like a consultant. And I sure don’t sell “frameworks”.

I talk like someone who’s been in the middle when the guest was screaming, the manager froze, and the GM said: “This can’t happen again!”

If your business needs a change that actually works when the service fails and the pressure is real, ❤️ let's talk!