It is easier and cheaper to keep current guests than finding new ones. In today’s competitive industry, you have to put in real effort into maintaining a solid customer base. It is not enough to offer good service to hold on to guests. The following tips will help you to win and maintain greater customer loyalty.
- Provide great service
Deal with your guests efficiently, promptly and politely. Listen to their needs – people will remember this and they won’t forget good service. Make sure your employees know how to handle and answer phone calls. Train employees on basic communication skills. Make sure all relevant personnel know how to handle complaints promptly. Truly engaged employees are brand advocates and they share their passion with guests by delivering excellent customer interaction. The authentic and compelling behaviour of your employees will create brand ambassadors and you will be firmly fixed in your guests’ minds. - Keep in touch
Out of sight is out of mind. Gather as much data about your guests as possible and keep it up-to-date. Reaching out to them with special offers or sending them birthday cards will build an emotional connection. Do not stop the conversation with your guests once their stay at your hotel is over. Keep on sending communications throughout the life cycle of the customer. Do not bombard them with e-mail offers but keep in touch with them for the whole year and show them that you truly value them. - Ask for feedback
Ask your regular guests for feedback, do not take them for granted. Recommendations and negative feedback may be your opportunity to impress and leave a long-lasting impression. Give people a reason to talk positive about you. Instead of questionnaires use face-to-face interviews to gather feedback about what needs to be improved. Guests will feel appreciated when asked for their opinion. - Wow your guest
Always look for (inexpensive) opportunities to go an extra mile. It is your chance to exceed expectations and to wow your guests. Give them a reason to return. Customer loyalty will certainly pay off.
How do you intend to retain your customers? Share your thoughts in the comments below.
