As a business in the lodging industry, you are well aware of the importance of providing superior customer service. While you may already be offering great service, it’s a good idea to review some of the best strategies, and see where you stand against the competition. In today’s post, we’ll cover the five strategies you need to provide the best possible customer service.
At Source1 Purchasing, we understand the importance of controlling your order entry and inventory system to match your specific needs. You want to make sure that you have what your customers need when they need it, and that means having access to a team of procurement experts who will maximize your value through purchasing. When you partner with Source1 Purchasing, you can rely on our purchasing power and contractual relationships to help you increase your capacity to achieve results.
1. Track Changes in Customer Expectations
In the hospitality industry, things are always changing. It’s important that you are able to monitor the trends and move with them. If you don’t, then you run the risk of falling below your customers’ expectations. Since your goal is to exceed customer expectations, it’s important to track any changes in this area. There are many ways to do this, including survey cards and emails, but no matter which option you choose, make sure that you use some form of tracking research to measure their satisfaction and monitor changes in these trends over time. The more that you can stay in touch with what your customers want, the better you’ll be able to consistently meet and exceed their expectations.
2. Go Beyond the Call of Duty
In the hospitality industry, there are many things that you can do to provide an exceptional experience for your customers. From providing baby-safe sleeping arrangements and extra blankets to multiple daily newspapers and free wifi, there are multiple ways to ensure that your guests are satisfied. While you won’t always be able to provide everything they need, it’s important to let them see that you are willing to go the extra mile when possible. For example, if you have a guest who has a number of dietary restrictions, then providing foods that are safe for them to enjoy will go a long way to earning their loyalty.
3. Make a Strong First Impression
You never have a second chance to make a first impression, especially in the hospitality industry. Make sure that the first point of contact with your customers is positive, warm, and welcoming. Often, the first contact sets the tone for the duration of your customer’s visit, which is why this first point of contact is so critical. While it’s likely that your customers will meet the employees at the front desk first, it’s important that all employees understand the value in greeting guests with a smile and a warm welcome.
4. Be Accessible and Approachable
There is no way to alienate your customers more quickly than being inaccessible. If they need to get in touch with you and can’t find any employee who is able to help them, then you are on the verge of losing a customer in the future. Make sure that there are multiple people who are able to assist customers at all times. Additionally, be sure to train them on the best skills to use when working with customers. There’s no point in having numerous employees available to help if they lack basic interpersonal skills and offend your guests.
Be sure to select the employees who are more naturally extroverted to ensure a pleasant experience for all of your guests.
5. Improve your Response Time
Last, but certainly not least, is your response time. It might not surprise you to know that one of the biggest factors in good customer service is speed. In other words, the longer a customer has to wait to get help, the more likely they are to browse your competitors. While it is perfectly acceptable to respond to business emails within 24 hours, you want to make sure that you have an expedited timeline for your guests. Once you have established a timeline that your company will stand by, be sure to market it everywhere to help you stand out from your competitors.
At Source1 Purchasing, we are proud to offer the access you need to our team of procurement experts, visibility to leverage our purchasing data to streamline your performance, and control over the products and services you need to protect your brand standards. Contact us today to obtain your free supply chain analysis!