BoldCX · Guest experience coaching
Thirty years on hospitality floors. Now I coach the people standing on them, so busy sites stop being merely good and start being remembered.
The short version
Businesses rarely lose people because something went badly. Get it wrong and put it right well, and they will like you more than if it had gone smoothly in the first place.
They lose people because nothing happened at all. The coffee was fine, the service was fine, nobody was rude, and nobody ever came back. No complaint, no bad review, no warning. Just a slow leak you cannot see from behind the counter.
That is the gap I work in. Not service standards, not scripts, not another training day nobody remembers by Thursday. The handful of moments that decide whether anyone thinks about you again.
Twelve weeks. Four stages. Built for food service businesses, and built on four questions your guests answer without ever telling you.
Run it with me in your venue, or buy the programme and run it in house with your own team, backed by WhatsApp, phone and video support the whole way through.
Ways to work together
Not every site needs twelve weeks. Some need an honest pair of eyes and a straight answer.
The full programme. Outside in, from your signage to your farewell, ending with systems your team owns and a result measured against your own baseline.
See the programme →I visit as an ordinary paying guest and tell you exactly what I found. No frameworks, no jargon, just the moments costing you money and what to do about them.
Ask about an audit →Conferences, franchise networks and team days. Talks on guest experience, on the cost of people pretending at work, and on why fine is the most expensive word in business.
Check availability →Who you would be working with
Not a consultant who read about hospitality. I ran the shifts.
I spent thirty years on hospitality and leisure floors before I started coaching. Not in a head office writing standards, on the floor, running services and watching thousands of people quietly decide whether they were ever coming back.
I coach guest experience through BoldCX, and I coach confidence and self belief through Clear Mind Coach. Those look like two jobs and they are one argument. Experience is delivered by people, and people who are pretending to be somebody else deliver a worse one.
I am also visibly myself, in an industry that does not always expect it. That was not a branding decision, it was a decision to stop editing, and it turned out to be the most useful business move I ever made.
30
Years on the floor
+22%
Sales, first full programme
Get in touch
Tell me where you think the problem is. I will tell you honestly whether I am the right person for it, including when I am not.
rustylloyd@boldcx.co.uk
Rusty Lloyd · Founder, BoldCX