Build rapport and build a sense of anticipation with your customers

Before your customers arrive, start to build the relationship and get your customers excited about their visit. Let them know in advance what they can be doing the make the best of their time with you. Offer your help in booking restaurants, (yours or JV partners’), entertainment, outings, taxis, accommodation, attractions. etc. Anything that will make their stay or visit with you memorable.

Introduce your future customers to the team; let your head chef describe the menu or his/her signature dish, personal recommendations from one of your local team members of places to see or things to do, your gardener to talk about what’s in bloom,  your events team about any special entertainment. Anything that will whet their appetite.

Pass on useful (and most importantly up to date) information that will enable a smooth journey: forewarn of expected traffic delays, what’s the quickest and/or cheapest way to get from the airport or railway station, personalised driving directions from their home post code.

Act like a travel company and give tips on what to bring, and what you provide, so they don’t have to overload their suitcase or cram the car with unnecessary toiletries, clothing, sports’ gear or travel books.

Say thank you

The quickest and easiest way to create an impression and get remembered by your customers after their visit is to send a thank you note. A handwritten and personalised card or note will win hands down over and above an automated email.

Show you appreciate their custom, and show you care. Make reference to the rest of  their day out, their holiday, onward journey or something they mentioned during their stay. And one of the easiest ways to show your appreciation is with a small gift of some kind. This might be an exclusive offer or deal for them or a friend, a memento for them to keep or pass on, or some useful snippets of relevant information or tips.

A follow up thank you is also a great opportunity to get feedback too. If you know they enjoyed their visit prompt them to write a review in TripAdvisor or Google Reviews (make it easy for them by providing a link). Ask for direct feedback too; what they enjoyed most and any ideas, comments or suggestions they have to enhance their stay next time.

Tomorrow we’ll look at how to start to build the customer relationship before they have even become a customer.

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