As an absolute minimum, ensure that you thank anyone who makes referrals for your hotel or restaurant to encourage them to continue to do so in future. Don’t wait to see if this actually leads to business, as what you are looking to reward is the referral process. The more referrals you have the greater […]
For hotel guests or restaurant diners the sooner you ask for referrals after they have stayed or visited, the better. This is the time they are likely to be most positive about what you delivered. The way you ask for referrals is key. If you ask: “Do you know anyone who might be interested in […]
Yesterday I was asked what type of incentives hotels or restaurants can provide for loyal customers to encourage them to become ambassadors and drum up business for you. But before we cover that, let’s consider why and how you’d encourage this type of loyalty. We all know of the importance of online reviews, but I’m […]
Do you know other businesses who already work with your ideal guests? If so, why not set up a joint venture to help market your restaurant or hotel? A joint venture is when you team up or collaborate with another business or an individual to either share resources or help each other out with a […]
Show you appreciate your hotel guests’ or restaurant diners’custom; a little thank you note of some description goes a long way, even better if it is personalised in some way; hand written better still. This is an ideal time to ask for feedback, testimonials for reviews too. Keep in touch. Tell your customers what you […]
Making personal contact with your hotel guests or restaurant customers builds rapport and trust. This starts with being visible – not just your staff, but some managers’ presence too. But being visible is only half the story. What are you doing to reflect and convey your values and attitude to customers and staff? The way […]
Learn the 7 fatal mistakes hoteliers make in getting new business Do you struggle to get new business? Are you unsure what marketing you should be doing and want to know how to make your marketing budget go further? Do your guests seem to have a good time, but you still don’t get much repeat […]
Building the guest relationship starts before your hotel guests arrive. Have you ever made a reservation somewhere and then suffered from ‘buyer’s remorse’ as you then get a bad feeling about the venue? If taking bookings in person ask questions about their visit that might help you offer a more personal service. What is the […]
My hair dresser does it, the vet does it and even my supermarket does it. What am I talking about? They are all great at building a relationship with me, their customer. Why is this important? It makes me feel valued, so builds loyalty, it keeps them in my mind so I’m more likely to […]
Be innovative in identifying other items to offer to your guests – before, during and after their stay, that might help make their stay more enjoyable or memorable. What is there that makes your establishment or offer unique; what do guests ask about or compliment you on, that they might want to take home or […]
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Are you making any of these 7 Big Mistakes Business Owners (or their managers) Unwittingly Make - Resulting in High Staff Turnover, Low Productivity or Inconsistent Customer Service?
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