The customer May come in Contact with You Earlier Than You Expect

Remember that service begins as soon as the customer comes in contact with you - but only the customer gets to determine when that first moment is, and it may be much earlier than you think, or would wish. For example, suppose a customer parks his car in a retailer's parking lot, and the first things he sees are broken chain link fencing and cigarette buts strewn all about. In this instance, the first contact has occurred, unbeknownst to the retailer, who now must struggle to overcome this negative impression, It's unfair, but it's reality. This is why every carefully managed resort pays attention to the arrival sequence: the flowers, the signage, the friendly security guard at the gatehouse, the doorman. By the time you get to your room, you should feel gently transported to another world.