Returning guests: a goldmine not to be missed!
While every customer is valuable to the hospitality industry, the role of returning guests cannot be overlooked. Loyal customers are living proof that your business is thriving, as they show potential customers that your services are of such high quality that they are worth returning for. That's why building customer loyalty is one of the most important steps to the success for a hotel or restaurant, because the real profit is in retaining customers.
Why is a loyal customer a win-win?
Earning the trust of your customers is paramount for the following reasons...
Long-time customers are more likely to buy more expensive products or services because you've already earned their trust. So they are more likely to purchase hotel restaurant meals, room service or other services that cost extra. Satisfied guests are more likely to become brand loyalists, potentially with less price sensitivity.
Acquiring new customers costs much more than retaining an existing customer. This is largely due to advances in technology and associated costs, as well as the increasing burden of marketing, including commissions to online booking sites.?
Acquiring new hotel guests also involves more effort in terms of initial sales and communication, as new guests usually require more time to answer their questions and show them your services. Returning guests are also more likely to book through the hotel's direct sales channels, as they are convinced of the value for money thanks to the trust they have built up.
There's nothing better than loyal customers when it comes to promoting your business. The vast majority of consumers trust good old-fashioned word-of-mouth recommendations more than any advertising. In our digital world, regulars are a great form of brand ambassador advertising when they share photos of their time with you on Instagram or Facebook. This builds trust in you, which can attract new customers.
Because you already know your old clients, you know what it takes to keep them happy. Based on the information you've gathered from previous visits, you can offer them personalized services to increase your revenue.
5 proven ways to get them to choose you again
The above should have convinced you that getting repeat customers is a worthwhile investment. But how do you go about it?
To create amazing memories for your guests, first and last impressions count for a lot. Before they arrive, for example, you can call them to ask if they need a taxi. This is a nice gesture, as is thanking them for choosing you when they leave.?
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You can also give them something small to take home as a souvenir. This could be anything from a small jar of homemade jam to a bunch of flowers from the garden that they will remember fondly when they plan their next trip, preferably to your establishment.
Listening to your guests, responding promptly to their requests and solving their problems will be remembered as a good experience and will help you build rapport and trust with them. You may also need to be flexible with rules and regulations. For example, be on their side if they want to have breakfast earlier for whatever reason. Sometimes the little things you do can make a big difference to guests.??
Keep in touch with every guest who has visited you. Offer them discounts on anniversaries or birthdays. You can send newsletters about upcoming events that are being held near your hospitality venue that might pique their interest - concerts, shows, sports matches... anything you think might spark their imagination.
Create personalised packages and use information about their preferences to make their experience memorable. That way they'll feel the extra attention and care which they'll be grateful for.
Ask your guests to leave feedback and reviews about your services. Ask them what they liked or what could be improved. They'll be flattered if you ask for their opinions and ideas, and you'll gain useful information. Negative feedback is also very important as it helps you to improve, so we strongly recommend that you think about any advice that shows the quality of your service from the customer's point of view.
Returning guests, increasing traffic = Everguest!
Running a business is a lot of work and you may not have time for everything if you don't have enough staff. Everguest's services will help you not only to attract new customers, but also to retain old ones. Satisfied guests are enticed to return with targeted and effective tools, and the different target groups of your hotel are addressed with specific messages, which also allows you to build a permanent loyalty base.
Want to better leverage your potential and increase your visibility in the online space? Everguest provides a wide range of services to hotels and various hospitality and entertainment centres in Reputation Management, Revenue Management and Marketing Management. What does this mean in practice?
Call or email us so you don't miss a single guest! We can even personally introduce you to our services, which will show you the potential your hotel or restaurant has!