The Sleep Test That Felt Like a Five-Star Spa (And the Business Lesson It Left Me With)

A sleep clinic is usually the last place you would go to feel pampered.

But last week, I walked into one at 9:30 PM and walked out the next morning feeling like I had just stayed at a five-star luxury spa.

Because of recurring sleep issues over the last 12 years, a side effect from my journey as a two-time thyroid cancer survivor, I finally went in for a clinical sleep test.

The technician, Jessica, welcomed me and led me to a quiet room at the very end of the hall.

"I specifically saved this room for you because I know you have sleep disturbances," she smiled. "It's the only one with its own sink."

"Ah, the presidential suite," I said. We both laughed.

Then came the setup. She spent 20 careful minutes wiring me up from head to toe. Sensors on my scalp, my finger, my leg.

I caught my reflection in the mirror. I looked like a character straight out of a low-budget science fiction movie.

Then, she tucked me into bed. I cannot remember the last time anyone tucked me in.

"I'm going to watch your REM cycles," she told me before turning off the lights. "I will only wake you in the morning once you've completed a full cycle. I don't want you leaving here tired."

I felt terrible, so I apologized upfront. I told her my medication meant I would need the restroom multiple times. She would have to unhook me, bag the equipment, wait, and rewire me every single time.

"No problem," she said. And she meant it.

I woke up five or six times that night. Every single time, Jessica cheerfully came in, unhooked my equipment, waited, and cheerfully hooked me back up.

The next morning, her voice came through the speaker, waking me up gently right as my last REM cycle finished.

I was completely blown away.

Here is the thing. Jessica had absolutely zero financial incentive to do any of this. Here in Canada, we have publicly funded healthcare. There was no upsell, no commission, and no tip. She just chose to make the experience exceptional for a stranger hooked up to wires all night.

So many brands invest millions in product, packaging, ads, and logistics, but their customer service is non-existent.

People will always remember how you made them feel.