I recently had a meeting in the bar of a nearby hotel at Coogee beach. While waiting for the meeting to start, I enjoyed a contemplative moment, together with sweeping views of Coogee beach, pondering the difficulties of my life, all over a refreshing glass of beer.

I could also see into the hotel’s reception area, and was watching the activity around the front desk with interest. There were quite a few guests arriving at that point so the reception staff were quite busy.

And from my rather smug vantage point I couldn’t help but notice how pretentious the whole process was. Guests would be greeted with glistening smiles by impeccably dressed staff who were immaculately groomed. Every question was answered, every concern was allayed. And all with an un-diminishing smile.

This is the embodiment of perfect customer service. And here is one of the few places where it can be found at its highest, most pure, level. That said, it all remains little more than pretence. Or customer care, as some organizations have the audacity to label it. Bullshit is more to the point.

Customer service, or… care, is of course probably the world’s second oldest profession. If we are not nice to our customers, then they will not return. And the difference in the way this care is dispensed may be the only discernible way to distinguish between competing organizations.

Especially five star hotels with salubrious bars offering luscious beach and ocean views. Regardless of the weather conditions, may I add.

So why, I wonder, do people pay exorbitant amounts of money to be treated as a commodity and essentially lied to, albeit in the nicest possible way? It is simple really, and it’s not just to have a roof over one’s head while in a foreign city either.

Hotels have long built and maintained a reputation for being a home away from home. In fact they are far more than a home away from home. They are an escape from home! I don’t know of too many average homes that offer luxury suites (sometimes with panoramic views) room service, swimming pools, fine dining, tennis courts, gym, and massages, to list but a few.

How does home compete with that? Are we waited on hand and foot at home?

While I don’t doubt you may find some of these attractions at home, it is rather unlikely you will have them all. And certainly not at the same time either. It was in fact some newly arrived guests I overheard in the bar who possibly offered the best insight I could think of into the hotel experience.

They were discussing their choice of accommodation, and while satisfied with the ambience, weren’t totally sure about the cost. Nevertheless they were going to stay and enjoy it. As one of them said, “It sure ain’t home, but at least there’ll be someone talking nicely to us for a few days.”