“The Secret to Getting More Repeat Business”
Dear Hotel or Visitor Attraction Owner or Manager
If you run a venue where the customer comes to you for the experience (such as a hotel, attraction or event venue), you know that so often it’s the little details that can make such a difference to the customer experience, and it’s often this attention to detail that gets overlooked.
- It’s what can make the difference between an average customer experience and something that wows your customer and gives them every reason to return.
- It’s what makes the difference between a nit picking customer and one that appreciates everything you do and overlooks the odd minor glitch.
- It’s the difference between a negative review on Trip Advisor or a glowing testimonial and referring you to all their friends.
- It’s the difference between a one off visit and a long term loyal customer who comes back time and time again.
You really can’t afford to wait for the customer feedback to identify these details.
So in these checklists I’ve put together all of things the customer experiences from the point of starting their research in looking for somewhere to stay or visit. So effectively you ….
“Become your own Internal Auditor”
How would you like to become your own hotel or venue inspector, or train your staff to become your personal team of inspectors giving you valuable and objective feedback where ever and whenever you want?
How often do you put yourself in your customers’ shoes? Taking the customer journey is something every business should do, not just hospitality or toursim businesses.
When was the last time you took the entire customer journey and were totally objective about everything you saw?
And if you ask your team to do this, do they know what they are looking for?
“Take the Customer Journey to see what your customers see”
There are 3 audits available:
Hotel Customer Journey Audit Checklist
Attractions and Leisure Venues Customer Journey Audit Checklist
Plus free bonus checklist for Meetings and Events
The journey starts with the research, the booking and the journey. How easy it is to find you on line and then make an enquiry or booking – either on line, email or phone? Does what you say on your website give all the necessary information to make a decision, make a booking and arrive in one piece? It’s often the little things that irritate our customers and spoil the experience before they’ve even arrived.
For hotels this starts with driving into the car park, your walk to reception or entrance, and to your room, what you see out of the window, the service in the restaurant, how comfy your beds, the cleanliness of the public toilets, your greeting in the bar, the speed of check out: everything a guest might see, hear or experience.
For Visitor Attractions this starts with finding your venue, parking and getting beyond the entrance and toilets….
The problem is we can become oblivious and it’s quite difficult to get a real first-hand experience as the service you get will never be quite the same as your customers’ experience. So involve your team in the process, especially new staff members who will be experiencing things for the first time. Even old hands can give you another perspective by experiencing another department – ask your kitchen staff to take the customer journey to reception, your housekeeping staff to dine in the restaurant (and bring a guest so they come when off duty, and see the full customer journey), your front of house team to stay the night.
Ask your grounds maintenance team, your enquiry desk or ticket office team to swap places for a while and see what your visitors see through a fresh pair of eyes.
The customer journey does not end once they drive out of the car park. What follow up do you do with your customers?
The Self Audit Checklists
These comprehensive audit checklists make the process so simple.
It enables you to take you or your team through all the stages, so you can:
So you can take the actions needed to give your customers an outstanding experience, encouraging them to stay longer, spend more, and increase their prospect of returning.
* + VAT for UK customers
Each checklist comes in two instantly downloadable formats:
- A pdf if you just want to use it as it is
- An excel format so you can make it into a working document, allowing you to:
~ add your own sections and standards to suit your own hotel or venue
~ section out the departments enabling you to allocate to different personnel
~ break down into sections to phase out over a period of time
~ draw up an action plan and sort by priorities and allocated responsibilities, for easy tracking.
Both formats can be instantly downloaded, so you can get started straight away; no need to hang around for bulky packages through the post.
- Research (as undertaken by guests before booking)
- Drinking and dining
- Public areas
- Customer Service
- Follow up
And the Attractions audit includes over 180 check points in the following sections:
- Research (as undertaken by customers before deciding where to visit)
- Pre Booked Events
- Eating and Drinking
- Customer Service
- At the end of your visit
- Follow up
* + VAT for UK customers
Your Free Bonus
You work hard enough to win your meeting and conference business, so it makes sense to leave a positive lasting impression and an incentive for them to return. A lot of effort goes into first impressions, but what sort of lasting impression are you leaving on your meeting and conference delegates?
In my line of work I see a lot of meeting and conference venues, sometimes as a mentor, but frequently also as the client, the meeting host or a participant. Normally the first impression is alright, you get a warm welcome and asked at the outset if everything is okay. But it’s what happens after this that invariably leaves you let down.
Based on my years’ of experience running events and also as a frequent client, host or participant of events I have now created a comprehensive audit checklist for meetings and events, covering all aspects of what your client sees when they book an event with you.
In the checklist you’ll identify what to look for in the following sections:
- Your offer
- The Sales Process
- Booking Confirmation and Event Preparation
- Meeting Space ~ before, on arrival and support during the event
- Breaks and Refreshments
- Customer Service and Participant Welfare
- At the end of the Event
- Follow up
The Meeting and Events checklist enables you to see everything through the eyes of your client, the event host and the participants so:
As with the hotel accommodation and attractions audits, the meetings and event audit comes as two instantly downloadable formats (pdf and Excel) so you can get working on it today.
Get the meetings and events checklists as a bonus with the Hotel checklist or Attractions checklist.
Or buy on its own for £57 (* + VAT for UK customers)
I look forward to seeing you on the other side
P.S. It’s the little details that make the difference to the customer experience, so in the checklists you’ll find not just the obvious, but some of the attention to detail that can so easily be missed. And the great thing is, once you’ve introduced these details to your team it will be all the more easy to get them to maintain the standards you and your guests expect.