There was a time before digital marketing and TripAdvisor reviews, when those in the hospitality industry relied on word of mouth and customer loyalty. Peter Hancock looks back at how it used to be done
While I do not yet count myself as geriatric, I recognise that a large proportion of The Caterer's readers are younger than me and that a fair number will have no experience of working in a pre-digital age.
It seems far-fetched to us all now, of course, with our dependence on electronic communication, but in retrospect I sometimes think it was much easier to be a hotelkeeper before the internet came along. The absence of sophisticated marketing tools created a level playing field, where reputation and goodwill were everything and the only person who saw a guest's complaint would have been the manager or the owner, never to be shared with the world at large.
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