In the last two episodes we focused on how to make your property unique.
Today I would like to share still a few more ways to make your property unique.
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- Make every guest room inviting and comfortable. When people are travelling, their room could be very important to them. Whether your guests are vacationers or business travellers, many would like to be able to relax or need a space to work. For this reason each room should have the basics. A good size, flat-screen TV to keep them entertained; free wireless internet connection is a must; a coffee machine; an upgraded shower head; a mini-fridge and possibly a microwave will be appreciated by all your clients.
- Promote upcoming events in either your property or in the surrounding area so guests see what you’ve got coming up in the future. This may prompt a return visit or guest to pass the details onto friends or colleagues. Use flyers or leaflets, which people can take away as a reminder, or to pass on to others.
- Do something exceptional that could be of high value to your customers but low cost to you so you can give added value. Give people a real reason to talk about you. For example a DVD with beautiful pictures of your property and area that can be used as a screen saver.
- Do Daily Inspections of the Guest Rooms. Paint peeling off the walls or dirty / stained mattress or is a definite turnoff to any guest staying at your hotel. Inspect rooms daily and make sure everything is clean and in good order.
- Extinguish objectionable odours and freshen the properties internal atmosphere. Aging hotels may have a stale smell in the rooms and in the hallways. Keeping carpets clean and adding a little carpet freshening powder will keep guests from being offended by lingering odours. Air fresheners are available in many pleasing aromas and should be strategically located throughout the interior space of the property.
- I know I have mentioned this before but it is imperative you talk with your guests. If customers aren’t complaining, it does not mean they are happy. The truth is it’s easier for most customers to walk than talk. In other words, they would rather just give their business to one of your rivals than spend time complaining and hoping for a resolution. Occasionally, when a client complains, you might feel like saying “Let them walk. It’s just one customer.” The thing is that it isn’t just one client.
In the past you might have heard that if someone does not like something they will tell a dozen friends. That’s no longer the case. With the popularity of social media, an unhappy customer can tell thousands about their bad experience with your company. So, don’t be so quick to let them walk away angry. Be willing to do everything in your power and be willing to bend your own rules if it keeps you from irreparably damaging a relationship with a client.
“The man who will use his skill and constructive imagination to see how much he can give for a dollar, instead of how little he can give for a dollar, is bound to succeed.”
Keep in mind that cheap room rates aren’t always enough to win over customers. The truth is customers are willing to pay more for better quality and part of that can come with great customer service. Don’t take my word for it; just take a look at the average person grocery cart. It’s commonly filled with name brand products rather than generic ones.
If you have any interesting stories about great customer service and would like to share, or have any questions or feedback you can leave them in the comments section of the show notes.
A pdf of each episode can also be found in the show notes at our website.
Let’s continue to work together to put heads in your beds.
Until next time, have a fun day.
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