One Simple Sentence Can Change Everything
What's the old saying... "sticks and stones may break my bones, but words will never hurt me." This may not always be true in our world, the hospitality industry. The words we use (and don't use) can hurt us. In this quick article I share my hotel experience during a recent trip out of town.
So do you think the words we use at our hotels affects the outcome of a guests' stay? I love feedback, please remember to share your thoughts in the comment box below.
During my visit to this very popular destination, I stayed at 3 really nice hotels. Two of these were AAA Four Diamond properties. My rooms were pretty clean, beds very comfy and the food was good. However, all three of these hotels missed out on a very important opportunity during the check-out process.
They missed out on getting my feedback. They missed out on me turning into a loyal customer. They missed out on expressing this one simple sentence to me. Each one of these expensive, amenity-filled hotels forgot to ask me....
"HOW WAS YOUR STAY?"
A simple, yet effective question. These hotels could have reaped the benefits of a positive review. They could have uncovered issues that a guest might have experienced. There are many positive outcomes from asking this one simple sentence.
As a hotel advisor, I speak with many hotel managers and owners on a weekly basis. I always ask them "Are you asking for feedback?". Their answer is usually "No". Many times these hotels do not want to hear the awful truth about their products or services. Many times they do not want to deal with it.
The sad truth is, if you do not ask, you are only hurting yourself and your business.
Please take my advice and start getting direct feedback from your guests. I promise this mindset can improve many aspects of your property, including Revenues and Reviews!
Use feedback tools at check-out, for example our We Care Cards, that capture authentic responses before guests leave your hotel. Learn more about We Care Cards here.
If you liked this article, please share and hit the Thumbs up button!
Have a Successful Day!
-Rupesh Patel
PS- I would love to help your hotel or business keep guests happy and boost online reviews. Buy tools that can help, visit www.smartguests.com
_______________________________________________________________
About Rupesh
Rupesh Patel, hotelier and founder at SmartGuests.com, a U.S.-based Hospitality and Review Tools company that helps hotels increase revenues and occupancy, by boosting their online reviews and reputation. His proven system has not only improved his own hotels, but have helped hundreds of other hotels (large and small) get advantages over their competition.
He regularly shares his passion for entrepreneurship, customer service and marketing on numerous industry sites, social media and blogs.
>Connect on LinkedIn >Rupesh’s Twitter >Read my Blog >Facebook >Pinterest
Get more tips and the latest hospitality updates delivered to your inbox.
Related Articles:
5 Hospitality Phrases Guests Remember Most
Proven Methods: How to Prevent Guests from Leaving Mad
4 Reasons Why Your Guests Are Not Writing
10 Positive Things that Result from Positive Reviews
.
9 年This is very true, not only do you get the feedback but if an issue did arise it gives you the chance to fix it and make it better before they leave.
Senior Development Director - Accor South Eastern Europe
9 年it is simply 'back to basics' where we asked the question rather than an online survey! All hotel staff need to appreciate how much a difference this makesto the guest in this 'electronic' age! Thanks for the reminder.
AM Corporate Sales North at Jubilant Foodworks India
9 年It's true in above lines. This is ongoing process. A hotel has no feedback means no guest is there. Asking for feedback means getting opportunity to close a guest in your business if deal smartly with due system.
Motivating others to put their best into what they do while we learn all the way!
9 年my personal favorites, " Was your stay excellent?", and "What could we have done beter?"
Don’t adapt to the energy in the room. Influence the energy in the room.
9 年I not only ask at check out if I'm working the front desk, but during the day as I walk the hotel and engage the guests! It not only shows we care, but could held snuff out issues before they become escalated.