『Pavement to Profit』のカバーアート

Pavement to Profit

Pavement to Profit

著者： Ben
無料で聴く

今ならプレミアムプランが3カ月 月額99円

2026年5月12日まで。4か月目以降は月額1,500円で自動更新します。

概要

“Pavement to Profit” Exposes the Hidden Psychology Behind The Guest Experience — From First Sight to Final Review

Hospitality is about to get the wake-up call it didn’t ask for… but desperately needs.

“Pavement to Profit”, hosted by consultant, trainer, and hospitality obsessive Ben, is the bold, cheeky, forensic new podcast that dives into the entire guest journey — not just the food, the drink, or the customer-service script.

While most hospitality content talks about menus, staffing and leadership, Pavement to Profit uncovers what really drives guest satisfaction, loyalty, spend, reputation and profit: the psychological, sensory, emotional details guests feel but venues ignore.

Every episode pulls back the curtain on the invisible Guest Journey, the Guest Experience (GX) — beginning long before a guest arrives and ending long after they’ve left.

Ben examines:

• first impressions formed through adverts, influencers, and online reviews

• the subconscious judgments triggered by pavements, signage, lighting and smell

• the emotional impact of greetings, queues, bar behaviour, bathrooms and atmosphere

• the neuroscience behind trust, disgust, belonging and expectation

• how employee experience directly shapes guest experience

• and why small details trigger big reactions — good or bad

With humour, honesty and the occasional wince-inducing truth bomb, Ben exposes the habits, blind spots and missed opportunities costing venues their reputation — and their profit.

“The Guest Journey doesn’t start as a Guest comes through the door — it starts the second someone discovers you exist,” says Ben. “By the time they arrive, half their emotional experience has already happened. Hospitality keeps pretending the journey is simple. It isn’t. It’s psychological, sensory, continuous, immersive — and until we understand that we will keep disappointing guests while wondering why the reviews don’t match the menu.”

Pavement to Profit is designed for hotels, restaurants, bars, cafés, marketers, CX (Customer Experience) professionals, training providers and anyone obsessed with the emotional mechanics of extraordinary hospitality.

The podcast launches on all major platforms and will publish fortnightly episodes.

Pavement to Profit voices the thinking of Buaidh2025, http://www.buaidh.org

For interviews, partnerships or media enquiries, please contact: ben@buaidh.org

2026 Ben 旅行記・解説 社会科学
エピソード
  • Episode 5 - Pavement to Pee

    Episode 5 - Pavement to Pee
    2026/03/26

    Welcome back to Pavement to Profit, where we dive deep into the guest experience. Today, I’m tackling a topic that often goes unnoticed but speaks volumes about your establishment: the bathroom. Have you ever wondered why this seemingly mundane space could be the loudest room in your venue? In this post, I explore how the state of your bathroom reflects your brand and affects your bottom line, including practical steps to ensure it enhances rather than detracts from your guest experience.

    Why the Bathroom is the Loudest Room

    The bathroom in any hotel, restaurant, bar, or café is more than just a restroom; it’s a reflection of your brand and of you. This space reveals whether you care about cleanliness, your culture, and your commitment to providing an excellent experience. A dirty bathroom can lead guests to question your brand integrity and even decide to leave your venue before spending a penny.

    The Impact of Cleanliness on Guest Perception

    A clean bathroom is a hygiene scoreboard that communicates your values. Guests notice things like overflowing bins, dirty floors, or broken fixtures, and these details create an emotional response. In my experience I've seen guests leave when encountering a filthy toilet, without even finishing their meal. This emotional decision stems from our innate biological response to avoid contamination, making it crucial for venues to maintain impeccable restrooms.

    Comments/questions email me at info@buaidh.org

    Live stream coming soon.
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    35 分
  • Emotional Intelligence - additional material

    Emotional Intelligence - additional material
    2026/03/06

    I hate starting with an apology, however.... this additional material I cobbled together as a result of a question sent to me via info@buaidh.org

    "What do I look for when recruiting staff in Hospitality, what do you believe is the most necessary skill." A great question and my response was "Emotional Intelligence". I posted some of this recording on my website - link in this stream.

    The video I recorded late one night and I apologise for the music playing in the background, if interested it's Faithless. I'm still learning how to edit, voice over, etc. so it's a little amateurish. However I'd like to think the recording gets my message across that, seriously, if we are to work with people then we need to know two things: who am I and who are they? The more we can answer both those questions the more chance we have of building rapport, bridges and relationships.

    Any more questions please email me at info@buaidh.org

    There's another question came through about having a bell to press in reception, which I will answer probably via a Live Stream in a week or so.

    Episode 5 - "Pavement to Pee" will be out in a couple of weeks - w/c 15/03/26.

    Take care, live life, love life, love Hospitality.
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    16 分
  • Episode 4 - Pavement to Particles

    Episode 4 - Pavement to Particles
    2026/02/24

    In this episode, Pavement to Particles I'm talking dirty..... about those details we miss; dirt, dust, crumbs, spider webs, single spider strands, 'bits'.................... and how the guest responds mentally. The disgust response, the protective mechanism which makes us stop dead in our tracks, and think twice about where we are and what we are experiencing.

    Check out my website https://www.buaidh.org/

    You'll find blogs, articles, thought that supports and develops Pavement to Profit
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    20 分
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