The Value of Referrals

I’m having lunch today at Raymond Blanc’s restaurant Le Manoir aux Quat’Saisons.

Of course I’d heard great things about the restaurant in the past, and have even met Raymond Blanc some years ago, but to be frank it probably was not on my priority list of places to go.

Then last summer when I was interviewing business strategist Peter Thomson for my series on How to give your hotel a competitive edge, Peter sited Le Manoir as an example of phenomenal service. He described it as “Absolutely fantastic from start to finish”.

Shortly after my interview with Peter some friends of ours were visiting from Denmark. They asked us to put together an itinerary for them for a week in the south of England. So remembering Peter’s comments I recommended Le Manoir, and duly made a reservation.

Our friends absolutely loved it.

….So much so, in fact that they could not believe we’d never been ourselves, and invited us as their guests; hence our trip today.

So from one person’s experience has come not one further booking, but has sparked a whole chain. And it probably won’t end there. As I was telling some friends about this on Friday, they too suggested a visit for their forthcoming 50th birthday.

Of course, this hasn’t happened by accident. It has had to live up to its reputation, and offer something that will continue to wow its customers on a consistent basis. But even without such a celebrated chef as Raymond Blanc, every hotel or restaurant should be able to find that something special that will continue to wow their customers and guests every time they visit, and prompt repeat business and a chain of referrals.

So what can you do to wow your restaurant customers and hotel guests and give them something to talk about, so they tell their friends and spark that chain of bookings?

 

I’m currently running a further series of FREE interviews, when I talk to hospitality experts and specialists and ask them to share their insights, strategies and secrets that can help to give your hotel a competitive edge.  Find out more and register here.

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