5 ways to ensure that your Customers come back to your Property
Why will a customer regularly come back to your property? The most popular reason is corporate tie-ups where employees are mandated to stay at a particular hotel in a particular city. However, that’s changing, as most corporates are giving choices to their employees to choose a variety of properties at a specific price point. In addition, retail customers decide on word of mouth or ratings in travel sites such as Trip Advisors.
We have come up with 5 interesting but age-old things you can do in making your guests journey a remarkable experience:
Smile Again:
In this busy world we have forgotten to genuinely greet customers and connect with them. With work pressures and high attrition in front office staff, the welcome ritual at check-in counters have become very robotic and impersonal; lacking genuine feelings and authenticity. Just smile again with a welcoming intent.
Inform & Explain:
Every property has its own uniqueness. Some pride about their Spa and others brag about their food. Whatever may it be, it is a good idea to explain to them again about your key features. Won’t it be nice if they get a 1-minute video explaining the key high lights of the facility the moment they check-in?
Make their Stay Special:
At the time of check-in ask them if they want anything special. If possible, ensure that you are able to service their requests. Some of them may be free, such as an extra pillow in the room and something might cost them such as a morning bed tea from room service. Special does not mean free. Just that you make your customer feel special will be a great check-in experience.
VIP Experience:
While the guest is in the hotel, ask him to write his comment on a VIP register. Read them immediately and communicate back. Thank them if they appreciated or fix things if they have narrated a problem. A VIP poll on a customer’s phone may be best. He can finish filling it up in less than 30 seconds. You only call him or reach out if there is an adverse comment.
Make a memorable Parting:
After the completion of check out, send a short ‘video thank you’ message from your team expressing your gratitude. Videos create memories.
Guest experience inside a property is a journey. That journey includes various touch points and as long as you ensure that you are always trying to create a memory for them, they will not only come back, they will ensure that they become raving fans of yours.
