Written by on Monday 16 March 2015
When guests are pleasantly surprised by your products and services and let everyone know it, reward them for it.
By taking that one extra step, you can add a whole new dimension to the experience. Ending on a bad note can wipe out an entire positive experience and leave your guests feeling negative.
Cherish your fans
Naumi is a boutique hotel in Singapore. This company cherishes its ambassadors: those guests that recommend the hotel to others. Guests are rewarded with extra luxuries or square footage when their recommendation leads to a reservation.
Listen and learn
When guests are pleasantly surprised by your products and services and let everyone know it, reward them for it. The Gaylord Opryland Hotel did this when a guest tweeted how much she absolutely loved her alarm. She had never been so well rested. The hotel replied to this by having not one, but two alarms in her room the next night. One of them had her name on it.
Thank your guest. Let your host shake guests’ hands on their departure. It’s a personal touch that gives the experience a glossy finish. Send them a personal e-mail, thanking them for coming and expressing hope that they will return. Comment on reviews. Reply with a thank you to the positive review and try to solve the issues raised in the negative ones. Invite guests back to make up for it, for example. Jimy’z autoservice thanks customers by giving them handwritten cards, expressing their gratitude for the privilege of working on their car. ‘Don’t hesitate to call us again’.
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