Ep. 17 Thames Lido's Unique Customer Experience | Mark Thwaites
Guest Name: Mark Thwaites
Episode Description:
In this episode, Mark Thwaites, the Managing Director of Thames and Bristol Lidos, reveals the secrets behind their success.
Mark shares the inspiring journey of transforming a historic building into a thriving wellness destination. From the challenges of restoration to the art of creating a unique customer experience, we delve into the key lessons learned.
Discover how Thames Lido has successfully combined swimming, dining, and wellness into a holistic offering. Learn about the importance of community, the power of word-of-mouth marketing, and the strategies behind building a loyal customer base. Whether you’re a potential customer intrigued by Thames Lido’s offering, a business owner, or simply curious about the hospitality industry, this episode offers valuable insights into creating a memorable and sustainable experience and business.
Thames Lido website: https://www.thameslido.com/
Thames Lido Social Profiles:
Check out the Thames Lido Packages, a great gift with Christmas around the corner!
Thames Lido Packages
Listen to the episode
Episode time codes
00:25 Introduction
00:29 The pronunciation of Lido
00:57 Introduction to Thames Lido
2:11 Introduction to Mark Thwaites
3:05 Thames Lido History
7:02 challenges faced in opening Thames Lido
9:05 Thames Lido’s range of services
13:06 How the winning formula for Thames Lido was discovered
16:34 Choosing the right name for Thames Lido
18:55 How Thames Lido has helped Reading and vice versa
21:51 The best way to promote Thames Lido and the importance of knowing your audience.
23:21 The similarities and differences between Thames Lido and Bristol Lido.
24:10 How Thames Lido has made itself accessible to a diverse range of audiences
27:13 Go with the flow and be satisfied with enough
28:11 Challenge- small car park at Thames Lido
28:43 Sustainability- hydro turbines and solar panels
30:46 Thames Lido’s own products and reducing chlorine in the pool
34:58 Final thoughts
Videos
Key takeaways
Unique Experience and Community Focus: Thames Lido stands out as being greater than the sum of its parts. It integrates leisure and relaxation by blending swimming, massages, and dining, creating a unique experience. Its services promote health and community connection, offering a retreat from urban life.
Adaptation and Flexibility: Mark discusses the journey of finding the Lido’s successful formula, with highlights like the “Swim and Dine” package that combines meals with pool time. This innovative approach grew out of observing visitor needs and adjusting services to encourage visits on weekdays, creating a year-round business model.
Environmental and Local Sustainability: Thames Lido aims to be environmentally responsible. For example, its electricity is generated by hydro turbines on the River Thames, and it is in the process of installing solar heating for the pool and hot tub. Additionally, they have developed products that encourage guests to shower before swimming, minimizing the pool’s chlorine use.
Branding and Accessibility: Thames Lido is an inclusive space. They chose the name to elevate its brand and appeal while avoiding exclusivity. By prioritizing accessibility, they’ve drawn in a broad demographic, appealing to families, professionals, and locals.
Episode references
Established in 2015, Historic Pools of Britain is the first body ever to represent historic swimming pools in the UK:
The King’s Meadow Baths were first opened in 1902 as a ladies swimming pool. They fell into disuse and after an extensive three year restoration project teh building was renamed ‘Thames Lido’ and re-opened in 2017:
This website, mentioned by Mark, mentions Lidos across to UK:
Historic England records all listed buildings. Here is the listed building entry for King’s Meadow Swimming Pool, which was first listed in 2004: