Studies have shown that customer satisfaction holds a direct link to business revenue.
Training your staff to have a strong set of customer service skills will ensure your business yields profit whilst operating at a high industry standard.
This is crucial because a good face to face experience can make a big difference between receiving a one time visit or winning a guest for life.
Here are 5 customer service techniques to ensure your staff are not remaining idle with their customer service methods…
When it comes to customer service, B&Bs have an advantage over larger hotel chains because they have less guests traveling in and out and can promote a more personalized experience.
This includes things like:
Greet guests by name, shake their hand, and introduce yourself and your position at the property. In some circumstances building this kind of connection may be enough to earn loyalty. Gaining customer loyalty is a profitable achievement considering most businesses receive between 60-70% of their income from existing customers.
Using an online front desk system will allow you to research this information prior to arrival and build on the guest profiles of returning guests.
This applies to both in person and online interactions. Don’t be offended if your guest isn’t completely satisfied, every problem should be considered an opportunity to impress your guest and show them you can handle anything.
For example, if your receive a legitimate complaint about a room, then be sure to move the guest to the best room in your B&B. Or, if they leave a disgruntled review, ask them if they would like a refund, or an upgrade upon their next visit.
If a customer does contact you with a complaint, they will be impressed if your staff can quickly pull up their details on their previous stays and any other relevant information. Your staff should be armed with the right technology to deal with the problem from an informed position, such as a front desk system with the ability to build detailed guest profiles.
When a customer checks-out make it a routine to ask how their stay was. This will directly address anything they have on their mind and give you the chance to solve the issue on the spot, rather than risking a bad online review.
If you are not sure if you or your team are hitting the mark, take some time to watch how they interact with customers and how customers are responding. You could also gain insight by sending a follow-up email after guests leave to directly ask what they thought of your customer service.
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