How can you regain your Customers’ Trust back in your Property?
Most of the times hoteliers do not know why their customers never come back. Typically, they know why they comeback but not the other way around. Here are some of the key reasons:
Lack of Engagement: Most often hotels do not engage with their customers at regular intervals. This leads to blind spots and you will never know the reason why they have abandoned you. The simple way is to reach out to them either by phone, email or a WhatsApp post and get their feedback on their last stay or visit. Don’t make those questions too lengthy for your customers to answer.
Announce anything new: Every property does new things quite regularly. However, they do not reach out to their customers with those new happenings. It could be a simple message on a renovated room, or a new menu in their popular restaurants or a food festival. It can be a simple 1-minute video.
Contact details are for contacting: While most properties have very detailed information about their customers, they never use them regularly. The idea is not to bombard customers with emails and messages. However, customers will not mind if you reach out periodically and seek their opinion. This is when they will give you feedback, and they will be honest. Analyze those feedback and create your response strategy.
Don’t just collect data, Respond: Once you are armed with data, it will be a crime not to respond to them. A simple phone call or an email will give you a better insight of why that customer was unhappy. At the end of such conversations, respond with the action that you took. May be with a “Sorry Message Video” that you may like to send.
Research shows that a minute’s video is more than a million words. Getting your old customers back is a great way to grow your business. It is inexpensive, smart and efficient. Back it up with great messages and moments.
