Episode 8: How to get Repeat Guests through Exceptional Customer Service

In this episode, we sit down with Wendy Wilkinson, owner of the award-winning Acorn Glade Glamping in the heart of Yorkshire. Before creating her peaceful lakeside retreat, Wendy spent 25 years as a Cabin Service Director with British Airways, leading a team of 16 crew and caring for up to 400 passengers per flight. Now, she brings those decades of customer service, communication, and crisis-management experience down to earth — transforming it into world-class hospitality at Acorn Glade.Wendy shares how her aviation career shaped the way she runs her adults-only, nature-filled escape, and how the art of staying calm under pressure translates perfectly to hosting glamping guests. From de-escalation techniques to confidence-boosting rituals (including her iconic red lipstick!), this episode is packed with practical, thoughtful advice for any glamping owner who wants to elevate their guest experience.We also explore how teamwork with her husband Andrew keeps Acorn Glade running smoothly, how to set the right tone the moment guests arrive, and the small service touches that make a lasting impression.Whether you’re dreaming of opening a site, already hosting, or simply love a behind-the-scenes look at hospitality done right, this episode delivers real gold from 36,000 feet and from a tranquil Yorkshire lakeside.About Acorn Glade GlampingAcorn Glade is a peaceful, adults-only glamping retreat located near Melbourne in East Yorkshire. Set around a private lake and surrounded by wildflowers and woodland, the site features beautifully styled spaces including:The Lake Vista YurtThe RoundhouseThe Bluebell CabinThe Woodland HutDesigned for relaxation, romance, and reconnecting with nature, Acorn Glade offers guests a digital-detox experience with sustainable values, wildlife, and serene countryside views at every turn.Learn more about Acorn Glade: www.acornglade.co.ukThanks so much for listening. To find out more about how GITA can help you and your glamping business then visit www.gitauk.org or find us on the socials...Instagram - https://www.instagram.com/glampingassociationuk/Facebook - https://www.facebook.com/profile.php?id=61564207155053LinkedIn - https://www.linkedin.com/company/glamping-industry-trade-association-uk