Archive for the ‘Customer service’ Category

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Finishing touches for your hotel guests

Tuesday, February 21st, 2012

Identify the little finishing touches that you can give guests at the end of their stay that will leave them with that wow factor. This might be picking up on an earlier conversation you’ve had with the guest that enables you to give them a personalised memento of their stay. For example, they raved about a particular dessert so your chef has written out the recipe for them and where they can find the unusual ingredients (or even given them a sample to take home if that’s practical). They’ve been away on business and missed their wife’s birthday, so you assemble and gift wrap a selection of your luxurious toiletries for them to take home. They lost something on a day trip and you manage to source a replacement for them before they leave.

These are all little things that the customer will truly remember and also recollect to their friends. But don’t fall at the last hurdle……

 

Delivering outstanding customer service generally stems back to getting people engaged, enthused and focused. This is what the Leading for Peak Performance 29 Day Challenge is all about, and starts on 29th February http://www.zealcoaching.com/coaching/leading-for-peak-performance-29-day-challenge/

 

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Leaving a lasting impression

Monday, February 20th, 2012

We’re all familiar with the sayings about a first impression: a first impression is a lasting impression, you never get a second chance to make a first impression, you only get one chance to make a first impression, it will form a lasting impression within the first seconds, etc. So does that mean if you make a great first impression that’s all you need to do?

We sometimes put so much energy into a positive first impression that we then forget all about the lasting impression. What is the impression that stays with your guests when they leave your hotel? What will be the lasting memory that stays with them when they’re thinking about booking their next visit, telling their friends or colleagues about their stay, or telling the world on review sites about their experience?

These are the three ways to be proactive:

 

Ask for their feedback

If what you have provided fails to meet expectations wouldn’t you rather know about it before the guest leaves? Simply relying on reviews, questionnaires or a visitor’s book when your customers leave is not only impersonal, but is leaving it a bit too late if things weren’t perfect. Face-to-face feedback will always be the most effective, but making a hurried statement such as “I hope everything was OK” as the guest checks out doesn’t do much to demonstrate that you’re really interested in the feedback and finding out how they feel about their stay. Make it easy for your customers to give you useful feedback by asking specific questions that will give something more than a yes or no. Open questions starting with how or what are the most useful; for example how would you rate …, how could we improve on …, what did you like most about …

 

Talk to your customers throughout

Of course leaving a lasting impression doesn’t mean only showing your interest when they leave. Being visible in your business, and making contact with your guests throughout their stay builds rapport and trust. Once you’ve gained this you’re in a far better position to identify guests’ needs and expectations and gain valuable feedback first hand.  The same goes for your staff too, so encourage them to talk to your customers. Give them the appropriate training to ask for feedback in the knowledge that they are confidence to deal with it – good or bad – in a positive way.

 

Problem recovery

Accept that from time to time things will go wrong; there may be occasional delays at breakfast, you’ll get power cuts, you might run out of their favourite tipple in the bar, fellow guests or deliveries may disturb your guests in the early hours, something may get overlooked by housekeeping. Most of our guests are reasonable, and they understand these things happen too, just as long as you’re prepared to listen, empathise and do something about it to resolve the situation and not allow them to leave with a bitter taste in the mouth.

The sooner problems are identified, the easier before they have a chance to fester. Be observant and look out for signs that things aren’t right or that someone wants to get your attention. Picking up a problem early on and dealing with any complaints (justified or otherwise) in a positive way before a guest leaves ensures you can not only deal with it before other guests experience the same problem, but ensures the affected guest has an opportunity to get it resolved to their satisfaction before telling the world about it.

Tomorrow we’ll look at those little touches which add the wow factor……………….

 

Delivering outstanding customer service generally stems back to getting people engaged, enthused and focused. This is what the Leading for Peak Performance 29 Day Challenge is all about, and starts on 29th February http://www.zealcoaching.com/coaching/leading-for-peak-performance-29-day-challenge/

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Making the most of your seasonal staff

Wednesday, December 7th, 2011

This week the Christmas party season gets well under way.  Even if you are not as busy as in previous years the chances are you’ll be taking on some extra staff.  But are they an asset or a liability?  If all you do is give them an order pad and tell them to get on with it, they could be doing more harm than good to your Christmas profits.

Teamwork is key. Introduce new staff to the whole team, defining everyone’s areas of responsibility to ensure no gaps and no duplication of effort.  Avoid the frictions that occur when someone hasn’t pulled their weight or others are seen to ‘interfere’ with your way of doing things.

Everyone needs to know what’s expected of them from day one. Clarify basic standards of dress, staff behaviour, time keeping, break allowance, staff meals, security, food safety, health and safety.  Don’t leave them floundering or too scared to ask for help. Establish a clear line of reporting, and who to go to for help and guidance when needed – ensuring, of course, that this person will be patient and supportive when asked.

First impressions count. Specify your establishment’s standards for welcoming and greeting customers, including the booking procedures if this is part of their role.

What is their role in up-selling, and what are the products you want them to promote, including any future events?  If your core team are incentivised, make sure you include seasonal staff in the scheme. People can’t sell something they don’t know exists. Ensure a thorough product knowledge – what does your establishment offer – times of service, complementary products, etc.  Let your staff taste the dishes, explain what accompanies each dish and what it should look like, what prices include and what’s extra (especially with fixed menus or party packages).

Run through the payment procedures, including any security procedures or checks needed. Establish protocol in dealing with difficult situations, customer complaints, and awkward customers.  Define the line between handling themselves and when to seek intervention from a manager or more experienced staff member.

Avoid being let down at the last minute – Provide out of hours contact numbers and establish procedures for sickness reporting.

Maintain your reputation as a good employer. Treat seasonal staff well, and they will be willing to come back next time you need an extra hand. Give them something to look forward to and keep them interested for the whole season.  Involve them in any after work social activities and maybe some incentive awarded at the end of the season.

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A customer is the life, not just for Christmas

Monday, December 5th, 2011

You may not be dreaming of a White Christmas, but I’m sure you’d like a profitable one, so you don’t leave things to chance.

Over the Christmas period you will inevitably have a number of guests or diners who will be coming to your hotel or restaurant the first time, so ensure you create a great first impression and a reason for them to return. Equally you’ll no doubt have a number of your regulars who are coming to you because they know you, like what you offer and trust you’ll deliver what they expect. Ensure you don’t disappoint and demonstrate you appreciate their loyalty.

Maintain your standards

Just because you’re busy or you are offering some good deals, don’t let this be an excuse for poor service or poor value for money. This could be damaging for your reputation and potentially embarrassing for your existing loyal customers, particularly if they are entertaining or have referred you to others.

It will obviously also leave a poor first impression for those who are guests and potentially visiting you the first time.

Trading up

Whereas your customers might be looking for a good deal on the basic price, particularly for group bookings, this doesn’t mean to say that individuals will not be prepared to you trade up to a premium drink or additional menu items. Ensure your team are in a position to make suggestions and recommendations, and are fully aware of what is feasible, and what’s not a practical proposition. Then check that your bar and kitchen staff are prepared and can cope with the ad hoc and additional items.

According to a survey by The Mystery Dining Company many people planning to eat out over Christmas are not making advance bookings. This means hotels and restaurants offering good value and being flexible with walk-ins versus bookings could benefit from last-minute business.

Show your appreciation

Nothing should be competing with your Christmas promotions so don’t plan any other offers or accept other vouchers during this period that undermine your potential Christmas revenue.

But have everything in place for the New Year and what you’ll have on offer that’s exclusive to your Christmas guests as an incentive for them to return sooner rather than later. Even if partygoers are not in the mood to be parting with their personal details that can be added to your database, at the very least have vouchers, brochures or even a goodie bag as a taster of those special bonuses, offers or packages you’ve lined up just to them.

Of course in a perfect world you’ll also be getting their contact details so you can add them to your mailing list, but ensure you have some incentive for them to do this; maybe a prize draw in the New Year, ensuring of course it’s still relevant to non-locals if you’re attracting visitors from further afield, or maybe even for a draw on the night for each of your party nights. If your market is predominantly locals, talk to your suppliers or other local businesses who may be happy to sponsor some other prizes in return some publicity. Bearing in mind you’ll be busy, whatever you use for capturing details make it simple.

Keep in touch

Schedule some time after Christmas to follow up with your mailings. Keep your list of segmented so party organisers on one list, and guests on another so you can keep your mailings pertinent and personal.

This will enable you to follow up with all your party organisers or the person who made the booking to thank them for their booking. Show you appreciate their feedback so you can learn from them what worked well, and what they didn’t like, so you can improve on it for next year. Don’t just do this on the night or at the end of their stay, but follow up post event.  If there is anything they didn’t like they may be reluctant to tell you there and then in front of other guests.

Following up now helps to develop your relationship, and increases your chances of repeat business either during the year or next Christmas.

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Mary Portas, I forgive you

Thursday, October 20th, 2011

When I watched Mary Portas Queen of Frocks last week I was concerned to see her reprimanding one of her team in front of the cameras. Of course in a fly on the wall type of program, the camera sees everything and it’s snippets like that that often make good TV. But it was a subject of debate amongst me and some of my colleagues last Wednesday.

But after this week’s episode all is forgiven. So why my change of heart? Because Mary states “The heart of it is customer service…. investment in the staff is beyond anything the most important thing.”

Alleluia! Someone in retail recognises the importance of customer service, and that it won’t happen by accident. You have to invest in your team.  And they’ve been learning from some of the best examples, spending time at the Savoy, and who better than under the guidance of Sean Davoran, Head Butler.

She goes on to say that it’s important that they know their product; and this is more important than being a salesman. I agree; and the same applies in hospitality; if your team are knowledgeable, confident and enthusiastic about the product or service you are offering that’s far more important than years of ‘sales experience’.

The proof of the pudding of course is what gets delivered. In fact I’m off to the initially maligned Guildford Army Navy store later today. Let’s see if any of Mary’s principles have rubbed off yet elsewhere.

For more articles and resources http://www.zealcoaching.com/products-resources/

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How to Reward Referrals

Monday, September 5th, 2011

As an absolute minimum, ensure that you thank anyone who makes referrals to encourage them to continue to do so in future. Don’t wait to see if this actually leads to business, as what you are looking to reward is the referral process. The more referrals you have the greater the likelihood of gaining new guests.

Consider what other tangible incentives you might give that are of high value to the person making the referral, but don’t cost you the earth. Naturally you’ll want to ensure that the cost of the incentive does not outweigh the life time value of the referral.  But bear in mind what you give as a thank you may also be a way of adding to the life time value of the person making the referral too.

The nature of this incentive will obviously depend on where the referral came from.

For guests they might include such things as a gift, discount off their next meal, a room upgrade, an invitation to an exclusive event. Perhaps team up with one of your joint venture partners; this could be services or maybe branded products. A win–win–win for you, your joint venture partner and the customer.

For corporate users make the incentive something your guest can benefit from personally. It’s little incentive for them if it is something they’d normally put though business expenses. So can you offer something as a thank you which will encourage them to come back on a personal visit and maybe bring their family and friends too?

For suppliers, joint venture partners or other local businesses you may want to look at alternate ways to say thank you. This might be an opportunity to get in front of some of your other customers or guests through promotional activities or hosting joint special events. Talk to them directly to see how you can return the favour. Just by asking the question will in itself show you appreciate the referral.

Encourage your staff too to make referrals. Let them show they are proud of where they work. The reward obviously needs to reflect the value of the business; recommending your restaurant to a friend doesn’t warrant the same level of recognition as inviting a friend or relative for a wedding show round and subsequent wedding booking.

What might appeal to them may be dependent on the profile of your team. A cash bonus might work for some, but is soon forgotten whereas a couple of tickets for a show or concert, or a night in a sister hotel or meal with a JV partner will be far more memorable – and visible to other team members too to encourage the same from them.

Once you have a referral system in place, keep track of where and how you’re getting successful referrals. This will enable you to find out what works and what doesn’t, so you can continue to refine the process.

For more articles and resources http://www.zealcoaching.com/products-resources/

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Continue to build the relationship after your hotel guests have left

Monday, August 22nd, 2011

Show you appreciate your hotel guests’ custom; a little thank you note of some description goes a long way, even better if it is personalised in some way; hand written better still. This is an ideal time to ask for feedback, testimonials for reviews too.

Keep in touch. Tell your customers what you are doing. What have you done as a result of customer feedback, what’s new, what awards or accolades have you received.

Promote events. Let your customers know what you’ve got coming up in the future. Even if they won’t be there to take advantage of it, it may prompt a return visit or they may pass the details on to others who might be interested in the event.

Help to build rapport by taking the opportunity to meet with your customers or prospects in other environments, too. And remember that a lot of networking is done online today, so consider how to use social media to help you build your relationship with your customers.

Reward loyalty. The very least you can do is to remember your regular customers. Capture their details and preferences – do they like a particular room, prefer a specific table or need a special pillow? Remembering these small details can make your customer feel valued.

Why not help your customers to celebrate? Note their birthdays and anniversaries on your database, and then invite them to the hotel to receive their special gift or offer, e.g. invite wedding couples back for their first (and subsequent) anniversary, invite customers to celebrate their birthday and get a cake or free bottle of bubbly, invite businesses to celebrate any awards, keep a note of special anniversaries for local businesses – their AGM, awards dinners, anniversary of their launch. People don’t normally celebrate alone, so these provide ideal opportunities to bring in new customers.

Make your offers worthwhile to encourage people to bring their friends or colleagues and make up a big party. Receiving a birthday card with a voucher – or an invitation to celebrate a forthcoming anniversary – is a pleasant surprise, and adds a very personal touch. If you can hand write these, even better (it can make a huge difference and really demonstrate your interest in your customer).

Building your customer relationship is an on going process, and there’s no denying it takes a bit of effort, but effort that will reward you with more business, and it’s still one of the simplest ways to market a hotel.

Learn the 7 fatal mistakes hoteliers make in getting more business on this complimentary tele seminar

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Using the guest relationship to build rapport and trust

Sunday, August 21st, 2011

Making personal contact with your hotel guests builds rapport and trust. This starts with being visible – not just your staff, but some managers’ presence too. But being visible is only half the story. What are you doing to reflect and convey your values and attitude to customers and staff? The way you interact with your staff and participate in the operation gets noticed.

Talking to your customers directly is by far the best way to get feedback. They may tell you things that they wouldn’t feed back to your staff. Get to know your customers personally – their likes and dislikes, their routine, their suggestions, their network – all this not only builds rapport, but makes it a lot easier to upsell and tailor your offers to your market.

Every bit of feedback you get from your customers is valuable to you, whether it’s positive or negative and whether you agree with it or not. Take on board the good and the bad. If you don’t agree with the feedback, find out (tactfully) what has led to their perception, as this may lead to the root of the problem. If you don’t know what disappoints customers, you can’t improve on it, so make sure you are prepared to listen to, and take on board any thoughts on what lets you down, so you can learn from this and address it. Show them that you appreciate the feedback. Then demonstrate you’ve acted on it if relevant.

Be flexible. You can’t bow to every request a customer ever makes. But don’t be so bound by the rules that any request is met with a hostile ‘jobsworth’ attitude!

If you cannot meet your customers’ initial requests, look at offering an alternative. Catering for one off special needs is the sort of attention to detail that builds you loyalty and referrals.

What is there that makes your establishment or offer unique, that they might want to take home or share with others? This shows your appreciation of their business and well as acting as a memento and reinforces your relationship (as well as potentially an opportunity for additional sales). Could you offer any of the following either as a gift or as additional sales? Convert your renowned menu or signature dishes into a recipe book, package your hand-made petit fours into a gift box to take home; offer birthday or celebration cakes for customers celebrating special occasions; offer a hand-tied flower bouquet for anniversaries or special occasions; sell your homemade bread, marmalade or other preserves and chutneys; sell luxurious bathroom accessories, robes with your logo, and toiletries. A win-win, the guest has something special to take home and you get an opportunity to ensure they remember you long after they’ve left (and maybe an upselling opportunity too!)

Tomorrow we’ll discuss how to continue to build the guest relationship even once they’ve left you, to set the wheels in motion for repeat business and referrals – one of the easiest ways to market a hotel.

Learn the 7 fatal mistakes hoteliers make in getting more business on this complimentary tele seminar

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What you can do before hotel guests arrive to build the relationship

Friday, August 19th, 2011

Building the guest relationship starts before your hotel guests arrive. Have you ever made a reservation somewhere and then suffered from ‘buyer’s remorse’ as you then get a bad feeling about the venue?

If taking bookings in person ask questions about their visit that might help you offer a more personal service. What is the purpose of their visit, what time will they be arriving, have they been before, how will they be travelling, do they have any special requirements for their room, dietary, access, etc?  Anticipate their needs for the type of event. If a restaurant booking for a birthday party, would they like a cake or champagne, if a training event would they like bacon sandwiches on arrival, if a leisure break would they like reservations made for local events?

Give a great welcome and first impression by confirming their booking in a personalised email. Then keep in contact providing information relevant for the nature of their visit. Act like a tourist office and send details of the events and activities happening locally during their stay so they can plan ahead. Offer to make dinner, theatre or event reservations for them. Send them directions and journey times from their home or office postcode to reach you (this also helps reduce the risk of stressed late arrivals).

Nearer the arrival time or day send through a welcome, and any hot off the press information e.g. advise them of any traffic problems by email or text. Get them looking forward to their visit by telling them of tonight’s special menu items or today’s activities.

Tomorrow we’ll look at how to continue to build on this relationship once your guest arrives.

Learn the 7 fatal mistakes hoteliers make in getting more business on this complimentary tele seminar

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Building the guest relationship

Thursday, August 18th, 2011

My hair dresser does it, the vet does it and even my supermarket does it. What am I talking about? They are all great at building a relationship with me, their customer.

Why is this important? It makes me feel valued, so builds loyalty, it keeps them in my mind so I’m more likely to come back or refer others to them, and it keeps me informed of things that might interest me, such as special offers or promotions. It makes the difference between simply knowing of them to liking them and most importantly trusting them, and ultimately more of my business.

So how it is that so few hotels, meeting venues or restaurants follow this example? Of the many places I visit whether for business or pleasure few really capitalise on all the opportunities that exist to build the customer relationship. If you want to know how to market a hotel this is probably one of the simplest tactics you can use to market a hotel.

Tomorrow we’ll talk about how to get the relationship started before they even arrive.

Learn the 7 fatal mistakes hoteliers make in getting more business on this complimentary tele seminar

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