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 LinkedIn
• Incrementum
• Presence Is The New Luxury (article by Franck)
• Previous episode: Beating The Trap That Burns Out Hospitality Leaders
• Previous episode: Gen Z Isn't Lazy. They're Selective. Here's What That Means for You.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands