Thirteen details, use service to cultivate more repeat customers!
Nowadays, various discounts and marketing activities of the hotel are emerging one after another. During the process of the activities, the popularity is very strong, but once it is over, it is almost impossible. Consumers are not stupid, so why not take advantage of it? It’s not cheap anymore, what am I going to do?
Too many discounts and promotions make consumers ignore the quality of the product itself and become extra sensitive to price. This is not conducive to the cultivation of repeat customers, nor to the maintenance of old customers. Therefore, hoteliers need to consider how to shift the focus of consumers to the product itself and cultivate more repeat customers.
01
Greeting customers is like greeting guests in your own home
A customer waits 30 or 40 seconds, but often feels like they’ve waited 3 or 4 minutes. Time feels slow when ignored, and instant greetings reduce the stress of waiting for customers. Friendly greetings can also help customers relax their psychological pressure in an unfamiliar environment and make the service work go smoothly. Therefore, we require service staff to provide instant greetings, conversations, and loud voices as soon as customers enter the hotel, so that guests feel welcome.
02
Treat “returning customers” favorably, but also treat “returning customers” kindly
Consumers may be “returning customers” or “returning customers” to hotels. To occupy the market, you must attract “return customers”; “return customers” all start with “return customers”, and there is no “return customer”, which means there is no “return customer”; but “return customers” may not be able to Become a “returning customer”. Everyone likes to hear other people’s sincere compliments. Spending a few seconds to say some compliments to customers can effectively increase the friendship with customers. Getting yourself into the habit of compliments can quickly change your relationship. Establish a harmonious and pleasant atmosphere of service and being served with customers.
03
“Word of mouth” is the best advertising effect
“Word-of-mouth” advertising featuring “credibility and enthusiasm” and “high-quality products and services” is suitable for any service company. Only by opening up new customer sources can more “return customers” become “return customers”, and business can continue to prosper with constant customer flow. In short, whether customers come back depends on your service, your business know-how and marketing art.
04
Satisfy the needs of guests with “extraordinary service”
“Extraordinary service” has a certain flexibility and creativity. Guests are consumers who “pay for services” and are eager to enjoy their “psychological needs” in the hotel, which is a manifestation of “economic psychology”. Therefore, we need to evolve from “single service” to “dual service”, that is, to win the satisfaction of customers not only with high-quality “functional service”, but also with high-quality “psychological service”, among which “psychological service” is important. sexuality will increase day by day. Although it is an extraordinary service, if the customer really needs it, he can make the customer really satisfied, so why not? Moreover, it is necessary to guess the thoughts of the guests, and provide high-quality “psychological services” for the guests before serving the guests, which fully reflects the spirit of “helping others”. Providing high-quality “psychological service” for guests, guests will have a relaxed and happy mood and good memories, this is our “product”, which fully reflects the spirit of “professionalism”.
05
How to provide convenience, and the market is in “convenience”
“Convenience” is a huge market, and only through this market can we develop customer sources. During the stay of the guests, pay attention to the needs of the guests, capture the body language of the guests in time, that is, the information on the needs of the guests, keenly detect the small movements of the guests, and provide the guests with services in a timely manner, so as to facilitate the guests to stay comfortably. Such as: helping guests with luggage, delivering a cup of tea at the front desk to guests, sending birthday wishes to guests, providing inquiry services for guests, etc. The number of services is not much, but the heart.
06
People like to hang out with people they know
People like to deal with people and environments they are familiar with, and have a natural suspicion of strangers and environments. As a hotel employee, you should try to make yourself familiar to others and make the hotel familiar to others. Remember the guest’s name, understand the guest’s preferences and stay habits, especially some “returning guests”. When the guest comes to the hotel again, the familiar people and environment will make the guest feel a sense of intimacy and become a “returning guest” loyal to the hotel. .
07
Learn to talk to customers with eyes
In situations where you can’t speak aloud, you can make eye contact and tell the customer about your willingness to serve him, but timing is very important. The 10-second rule is recommended, i.e. you are busy entertaining another person, but also make eye contact with the customer within 10 seconds. As with verbal greetings, you don’t have to interrupt ongoing service with customers, just a pause and a glance can catch new customers and reduce complaints and dissatisfaction caused by customers being left out.
08
“Tie” the guest
Patient service can influence customers, “win” customers’ satisfaction, and make customers change from “intentional rejection” to “satisfied acceptance”. “Self-esteem” is one of the most sensitive nerves of human beings. A person feels respected when others treat him with kindness and enthusiasm. Therefore, in service work, we must emphasize “equal treatment”. Whether the communication between the waiter and the guest can go smoothly depends to a large extent on whether the waiter knows how to protect the self-esteem of the guests.
09
Say “please” and “thank you”
It may seem dated, and you will say that some customers are not so polite to you, but that is not their job. “Please” and “Thank you” are important words that are easy to say and worth repeating when it comes to building close relationships with customers and gaining their loyalty.
10
address by first or last name
A person’s name is his or her favorite sound to hear, and we all feel very gracious to try to find and use our name when others are writing to us. So, when appropriate, introduce yourself to customers and ask for their names. If it’s inconvenient, get the customer’s name from a credit card, reservation form, or other document, and you’ll find unexpected results in your work. However, don’t get too intimate too quickly, it’s usually safer to call “Mr. ×, Ms. ×”, and if people like to be called by their first names, they will let them know.
11
Listening to customers and asking “what should I do” often
Few people can really listen to other people’s criticism, but the technique of listening to criticism provides the best chance of exceeding expectations. It’s important to listen to other people’s opinions because some of the best ideas come from other people’s criticisms of you. If you want to be a good listener, you must first develop an attitude that is receptive to criticism and how to listen to opinions. Start by judging what people say, not how they say it; hold your breath and don’t judge immediately until the customer has finished speaking; learn to maintain eye contact, learn to listen to other people’s conversations; prevent distractions and always treat the customer as you The center of attention; let the customer clarify the situation so that their needs are fully understood. Instead of being hostile, ask questions in a sincere, casual manner. In conclusion, it is important to obtain customer feedback to better assess their expectations.
12
Smile is essential
As the adage goes: “You can’t have full work attire without a smile on your face”, or as the cynic puts it: “Smile, smile makes people wonder what you want to do”. But more importantly, it tells customers that they are in the right place and in a friendly environment.
13
Appreciate the diversity of others and among them
In our daily service reception work, most customers are pleasant, and there are a small number of people who are obviously difficult to serve and love to make trouble. Everyone has a unique personality, and the people who love to trouble us are mostly the type of people who don’t like us. This requires us to continuously strengthen language communication training, get rid of the negative and arbitrary habits of doing things, and focus on the positive side of your “freedom” (talk from the heart) and comments on others. Don’t make judgment calls like “this guy is stingy to death” and say “this customer is very price conscious”. Don’t say “Can you imagine what that ugly dress looks like on that lady?” say “She’s funny wearing it.”