The Friction Audit: Five Things Your Guest Should Never Have to Solve

Walk into any space you work in and try to arrive as a stranger. Where do you put your bag? Where do you look first? What do you have to ask for?

Five categories account for almost all guest friction: orientation, waiting, decision-making, physical comfort and information. Each one is solvable in advance.

The audit is not a criticism of a team. It is a way of noticing — and noticing is the beginning of every improvement in hospitality.