I'm a firm believer in customer service the "4 Ps", branding and related topics.
I wholeheartedly believe that every company should provide good customer service.
Furthermore, I believe in the power of the Internet. For today's small to midsize hoteliers, it provides the most affordable and affective marketing tool available to them.
Here's a question for all you, Hoteliers, Innkeepers, Lodge-keepers have you hugged your customers today?
Know I'm not overly touchy Feely, I'm not suggesting you actually hug each and every one of your customers. What I mean is mentally, do you do everything in your power to make your customer feel appreciated.
The reason I ask is there's a direct connection between customer satisfaction and customer loyalty. If there's one thing I know for sure it's, "Good customer service is the best way to ensure the success of your business."
let's face it a business without customers, is just an expensive hobby! You not only need customers you need repeat customers. And it's a proven fact that a happy customer is a repeat customer, and a repeat customer is the lifeblood of your business. What I love about a happy customer is when they're happy they'll tell all their friends and family about you. Which brings you more customers!
Let me give you an example.
Let's say, You're a woman and you decided to try this new hair salon that just opened.
So you made an appointment and you went in. When you showed up you are greeted by a very courteous and friendly receptionist. She asked your name confirmed your appointment and offered you a beverage which she brought promptly. The entire experience was wonderful the haircut was to die for and the price was reasonable. You left feeling like a queen. My wife had this actually happen to her. The first thing she did after she got home was to get on the phone and told all her friends.
It's a fact for most people if they have a good experience with a product orservice what's the first thing they do? They seem to want to tell all their friends, it's just human nature.
Now, where do you think my wife went next time she wanted her hair styled?
That's right the same salon, and since she had such a wonderful experience with her hair, she decided to try having her nails done, and received the same results. Needless to say, she still uses that very same salon and swears by them.
What do you think would've happened if she'd had a bad experience?
Believe me, when I say she would've called all her friends and told them how bad the experience was, and to never never go there. If the salon ever came up in a future conversation she would tell, whoever she was talking to the same story again!
This is just human nature it can work for you or against you in business, so which way do you want it to go?
Every one of us at one time or another have walked into a store of some kind and been snubbed and totally ignored by a clerk. If you're like most of us, you'd leave the store immediately without buying a thing and never go back.
I personally have walked into a store just to look around, having no intention of purchasing a thing. Then I was approached by a courteous and friendly clerk who began to show me products that I might be interested in and 20 minutes later I was walking out the door with a bag of goodies for my wife. This at one time or another has happened to all of us. Good customer service is the key and it will never go out of style. It's so simple but I'm always surprised to find out how many businesses fail at basic customer service.
Show all your customers that you appreciate them. Remember it's always the little things that make the difference. Just like that receptionist at the hair salon that made my wife feel comfortable and special. That first impression the smile, the courteous voice, the attention to details was all it took. As a small hotelier or innkeeper you need to look for opportunity's to go that extra mile to make your guests feel special. You'll be surprised how fast you can build a loyal following buy just being nice.
I suggest you don't stop there, try to find other opportunities.
Let me give you another example. It was my 10th wedding anniversary. I had made a reservation at a cozy little bed and breakfast just outside Seattle Washington for a weekend stay. When we arrived we were personally greeted by the innkeeper and showon into our room and on a small table in front of the window was two glasses and a bottle of sparkling wine with a little handwritten note wishing as a happy anniversary. Now, I made the reservation and I cant remember if I mentioned it was our anniversary are not, But that little bottle of wine really started our weekend off right. The whole weekend was that way, the chocolates on the pillows, the printed directions with handwritten comments for the local places of interest and so on. What she did was not all that unusual I have seen other innkeepers deliver the same high quality service and attention to detail just like she did.
However I think the difference was she really did seem to care and it showed in everything she did for us that weekend. The week and was truly special and I owe it all to an innkeeper who went the extra mile. Now it's been five years and I still remember that bed and breakfast above all others.
Let's turn our attention to MARKETING you're small hotel or Inn.
Marketing for a small Hotel or Inn, well let's just say it's a struggle.
When you first opened you're inn, you knew that you were going to have to spend a significant amount of your profits for marketing and advertising. Only to find you received very little or even no business for your efforts.
How do you get yourself known with little to no budget?
First, "PICK UP YOUR PHONE" and let your local business owners know who you are and what you have to offer, and invite them out to see your place. Why local businesses? Well often they have clients in prospects that come into town and they need a place for them to stay. Now just think of it, would it be more comfortable for their guests to stay at the local Holiday Inn -- or -- You're Inn?
Now I know this sounds a little corny specially for an inn, BUT IT WORKS!
Design yourself a nice flyer and start putting them out at those local businesses, since they've already been out and senior place they can vouch for you, with their friends and any perspective customers.
I know of one woman and her two daughters, who made chocolate chip cookies and tide them up with cellophane and ribbon holding a little card. They would hand them out anytime there was anything special going on in town like street festivals, cook off's and so on. People love free yummy cookies and they'll remember you, guaranteed!
Remember it's all about making money.
You're competing against well funded major hotel chains. As a hotelier are innkeeper your best marketing opportunity is word-of-mouth. With word-of-mouth it's all about having the guts to try new things. Don't stop learning, make sure that you continue to add to your marketing knowledge base, and don't forget you can always come back here and ask me questions.
