What are the best ways to ensure your guests return?

Clients want to be seen and heard. The more you can customize experiences with them, the more they will appreciate you. I am a fan of hand written notes!

Build a “to be continued moment”. Give guests always just enough to long for more. Do not peak all the time but balance small triggers to make them want to come back, to get more of the same. It is the memory of the experience that your guest will rate not the experience itself. This memory is based on emotions. An emotional driver will trigger your guest to return over and over again. Human connection is very powerful here and a key role of the show is played by the frontline agents.

"As someone who values personalized experiences, the attention to detail in remembering names, preferences, and special occasions by hotels truly stands out. It transforms a stay from a transaction into a thoughtful and memorable journey. The use of CRM systems, feedback forms, and social media to gather information showcases a commitment to understanding guests on an individual level. The beauty lies in the small surprises – a birthday card, a welcome drink, or a complimentary dessert – which go beyond expectations. It's not just about providing a service; it's about creating a connection and leaving guests with a sense of genuine care and hospitality that lasts long after their stay."

CRM systems help a lot at collecting and analysing data to build out a personalised communication, following individual interests and preferences, which also strengthens the guest experience, loyalty and the possibility of returning. Customising room amenities or offering complimentary upgrades and personalised options/discounts within a loyalty program are signs of recognition, which is very important to the guests.

"As someone who values a seamless and enjoyable stay, I've come to appreciate the pivotal role of communication in the hospitality experience. The clarity, politeness, and promptness of communication, be it through emails, phone calls, texts, or chats, shape the entire journey from booking to feedback. It's more than just transactional exchanges; it's about creating an environment where guests feel heard and cared for. Training staff to communicate not just professionally but with genuine friendliness and empathy adds a personal touch. In navigating any potential issues, this approach ensures that every interaction contributes to a positive and lasting impression, making each guest feel valued and well taken care of."

"As someone who appreciates thoughtful gestures as a guest, I understand the importance of feeling valued by the businesses I choose. The art of offering incentives, discounts, or loyalty programs goes beyond mere transactions; it's a way of expressing gratitude. The concept of earning a free night, an upgrade, or a complimentary meal creates a sense of reciprocity that encourages me to return and invest more in the business. Loyalty programs, where my stays accumulate points or rewards for future benefits, add a layer of personalization and acknowledgment that goes a long way in making me feel not just like a customer but a valued part of their community.

Exceeding guest expectations is a cornerstone of exceptional customer service. Meeting their anticipated standards is essential, but going above and beyond by providing exceptional experiences, personalized gestures, and proactive solutions sets a business apart. Anticipating needs, resolving issues seamlessly, and adding unexpected touches create lasting impressions, fostering loyalty and positive word-of-mouth. Striving to consistently exceed expectations not only elevates the customer experience but also cultivates a strong and loyal guest base.

"As someone who values the experience when booking a stay, I recognize the significant impact of businesses that go above and beyond expectations. It's not just about meeting the standard, but about those unexpected moments that elevate the entire experience. The gesture of a free shuttle service, a late check-out, or a personalized welcome note adds a touch of thoughtfulness that lingers in memory. Exceeding expectations isn't just about delivering on promises; it's about anticipating needs, solving issues seamlessly, and crafting moments that guests wouldn't have even thought to ask for.

"As someone who values my experience as a guest, the importance of feeling heard and respected for my opinions is undeniable. The practice of regularly seeking feedback through surveys, reviews, or social media not only shows a commitment to improvement but also makes me feel like my perspective matters. What truly sets businesses apart is their responsiveness to feedback, both positive and negative. A timely and courteous response, expressing gratitude for positive experiences and addressing concerns with a genuine apology, creates a sense of transparency and care. It's this willingness to listen, learn, and take action that transforms a transaction into a dialogue and builds a sense of trust and mutual respect."

Staying in touch by sending personalized congratulations for special occasions like birthdays, anniversaries, or other milestones is a thoughtful way to build a stronger connection with guests.

I believe that when you share the founder's ( business owner's ) story, it can create a personal connection with customers. Whether it's overcoming challenges, pursuing a passion, or the inspiration behind the business, a compelling founder's ( business owner's ) story can resonate emotionally and make customers feel more connected to the brand. Also, a business can acknowledge outstanding employees ( staffs members) publicly, perhaps by featuring them in newsletters or social media posts. Recognizing and appreciating staff members not only boosts employee morale but also contributes to a positive atmosphere that guests notice, fostering loyalty.