This Week’s Reflection: A Tale of Two Service Experiences

Hello my lovelies,

As I write this, I’m watching the Italian countryside blur past my window on a train from Milan to Rome — and wow, what a week it’s been already.

You know I always say travel teaches you things you can’t learn in a boardroom, and this trip has already reminded me of so much about the heart of what we do in the spa and salon industry. 

 So, let me share two stories — one terrible, and one unbelievable.

🚫 Story One: The Miserable Receptionists

After a 22-hour journey (two flights, no sleep, and one very frazzled me), we finally arrived at our hotel in Milan.

The reception queue was chaos — 35 minutes of people checking in and out. When we finally reached the counter, two receptionists stood there, both with faces that could curdle milk. No warmth, no empathy, no eye contact — just pure “I hate my job” energy.

We politely asked for an early check-in (even offered to pay extra). “No rooms available.” Fine, totally fair. But when we returned an hour later — and again after that — the response was the same, until suddenly, miraculously, our room was ready.

The final straw came when I went back (politely!) to ask for our luggage from storage. The receptionist barely looked up and said, “Wait a minute,” before yanking open the door and snapping, “Go get your luggage.”

I stood there in disbelief — exhausted, irritated, and thinking, “You work in hospitality. How are you so hostile?”

Here’s the truth: if you work in a service industry and you don’t want to serve people — it shows. And it drives customers away faster than you can say “bad review.”

Story Two: The Hair Treatment of Dreams

Now for the good one.

Yesterday, I went for a hair treatment in a little village called Casa Bertella in an area called Varzi about an hour out of Milan, and I’m telling you — I’ve never experienced anything like it. From the moment I sat down, I felt like I was in another world.

The results were unbelievable — my hair feels lighter, softer, and healthier than ever. But what truly made it special wasn’t just the product. It was the experience.

The stylist was gentle, focused, and genuinely cared about the process. The music was perfect. At the basin, there was a TV showing beautiful travel clips of villages and cities. The room was warm, calm, and cocoon-like. Every step — from the wash to the treatment application to the massage — was unhurried. Slow, intentional, blissful.

It was a masterclass in how care, presence, and atmosphere elevate something ordinary into something unforgettable.

💡 So What Can We Learn from This?

These two experiences sit on opposite ends of the service spectrum — and both hold lessons for us as wellness professionals.

Here’s what they reminded me:

1. Energy is contagious — good or bad.

Whether you’re a receptionist, therapist, stylist, or spa owner, your mood sets the tone. Clients feel it instantly. If you’re burnt out, frustrated, or disengaged, it leaks into the energy of your space.

👉 Tip: Start each shift with a quick “reset ritual” — even 30 seconds of deep breathing, gratitude, or intention setting can shift your energy before your first client walks in.

2. Hospitality is not about process — it’s about presence.

Checking someone in, doing a treatment, ringing up a sale — those are tasks. But how you make someone feel during those tasks is what builds loyalty and word of mouth.

3. Small details create lasting impressions.

A warm blanket. Perfect playlist. Slower, more mindful movements. The difference between “good” and “extraordinary” often lies in things that cost nothing — but feel like luxury.

4. Never underestimate the power of slowing down.

In our rush to finish the next treatment, take the next booking, or upsell retail, we often lose the magic. The Italian stylist’s secret wasn’t speed — it was slowness with purpose. That’s what made it heavenly.

5. Culture starts at the front desk.

That first smile (or lack thereof) sets the stage for the entire experience. Make sure your front-of-house team embodies warmth, care, and genuine enthusiasm — because that’s your first impression walking through the door.

💬 This Week’s Thought

“People don’t remember what you did. They remember how you made them feel.” – Maya Angelou

As we move into a busy season, take a moment to reflect:

Is your business giving “Milan Reception Energy” — or “Casa Bertella Hair Heaven Energy”?

Your clients know the difference instantly. And so do your sales, your referrals, and your retention rates.

With love (and much better hair),
Marisa 💜