The Core Philosophy Behind Pavement to Profit

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In hospitality, many people still believe the Guest Journey starts when the customer walks through the door.

Many people are wrong.

The Guest Journey starts the second the guest becomes aware you exist.

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THE PAVEMENT TO PROFIT FOUR–STAGE FRAMEWORK

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The entire Guest Journey can be understood in four psychological and behavioural stages:​

1️⃣ The Expectation Phase ​

2️⃣ The Activation Phase,

3️⃣ The Immersion Phase

4️⃣ The Echo Phase

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This is the complete 360° psychological, emotional, and behavioural journey of every hospitality guest on earth.​​​​​ I'll talk you through it in this prequel/trailer/preamble to Season 1 Episode 1.

THE PAVEMENT TO PROFIT PODCAST EXISTS ...

...because the Guest Journey is a many faceted psychological, emotional, sensory, behavioural, biological chain that starts LONG before the Guest eats, drinks or sleeps and continues LONG after they’ve left.

And every stage can lift or destroy: ​trust, comfort, value perception, spend, loyalty, reviews, reputation, profit.

Pavement to Profit shows the industry:​ what guests actually feel / what psychology is actually happening / what details actually matter / what staff actually influence / what leaders actually ignore

Few teach this. Few even notice it.

This is why Pavement to Profit is not a podcast. It’s a revelation. A truth serum. A challenge. A wake-up call.

A psychology session disguised as entertainment.

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Pavement to Profit is the bold, cheeky, brutally honest hospitality podcast that exposes the invisible, psychological, sensory realities of the guest journey — the ones many in the industry ignore, the ones guests absolutely feel, and the ones that determine whether you make money… or haemorrhage it.

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Hosted by Ben — experience detective, detail sniper, hospitality truth-teller — the show breaks down every moment of the customer journey.

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This is not a food podcast.

This is not a management lecture.

This is not “customer service basics.”

This is the forensic emotional map of hospitality.

The psychology. The sensory science. The expectation bias. The disgust triggers. The trust anchors. The value perceptions.

The micro-moments that make guests return — or run.

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If you work in hospitality, lead a venue, train a team, own a business, or simply love great experiences…

this is the wake-up call you’ve been avoiding.​

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Funny.

Honest.

Slightly rude.

Rarely wrong.

Always useful.

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Pavement to Profit — because the guest journey doesn’t start at the door…

and it certainly doesn’t end with the bill.

pavementtoprofit.com

pavementtoprofit.co.uk

buaidh.org

Buaidh 2025 is my thinking, Pavement to Profit is my voice

Contact ben@buaidh.org