Give customers a reason to return

On the second day of Christmas my true love sent to me…   Tip #2 Give customers a reason to return. Show your appreciation and give something of value for encourage your customers back in the New Year. Make your loyal customers feel special by putting together bonuses, deals or events which are exclusive to […]


Accept the gift of feedback

12 days of a customer focused Christmas On the first day of Christmas my true love sent to me… Tip #1 Accept the gift of feedback Never take your regular customers for granted; ask for their feedback and resolve shortfalls quickly. Listen and observe so you can avoid any problems before they arise. Your customer […]


What irritates customers?

What irritates you? A couple of weeks ago the Sunday Times ran an article on what irritates hotel guests the most. I have to say it brought a wry smile to my face as nearly everything mentioned I’ve experienced myself. But it’s not just hotels that can get the simplest of things wrong. Are you […]


Power to the People

I’ve just returned from speaking at the Hospitality.next conference in Athens. In my presentation I shared my 7 low-cost strategies to wow customers and keep them coming back for more. I asked the audience for their feedback on which of the 7 strategies they felt they need to focus on most to improve their customers’ […]


Closed for lunch

When we were in Italy last month I was surprised at just how many shops still close for lunch; even in tourist towns. But, the as the saying goes: “when in Rome….” But back here in the UK I am still surprised – even shocked – at just how many businesses are either not open […]