The Guests Who Leave Smiling and Never Come Back - Franck Desplechin

In this episode, Franck Desplechin, the Founder and Executive Hospitality Consultant at Incrementum, shares what he's learned from conducting undercover quality audits at luxury hotels, arriving with his wife and two young kids so they're never flagged. He breaks down the quiet, repetitive service failures that never generate complaints but drive guests away, and why emotional presence matters more than hitting every scripted touchpoint. If you're running a property and wondering why satisfaction scores look fine but repeat visits are rarer than they should be, this conversation will show you where to look.Links:Franck Desplechin on LinkedInIncrementumPresence Is The New Luxury (article by Franck)Previous episode: Beating The Trap That Burns Out Hospitality LeadersPrevious episode: Gen Z Isn't Lazy. They're Selective. Here's What That Means for You. A few more resources:If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.If you want to advertise on Hospitality Daily, here are the ways we can work together.If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands