In this episode, Neil is joined by behavioural specialist Andy Baker (Able Training Support Ltd) to dissect a hosting horror story that started with a tumble dryer and ended with accusations of racism. Neil shares the story of how a simple request to turn off an appliance spiralled into a heated confrontation with a guest. Together, they explore the psychology behind why guests ‘kick off’, the dangers of text-based communication, and how misinterpretation can turn a small friction point into ...
