15 Tips for Your Hotel to Attract Repeat Customers
How do hotels build relationships with customers, how do they keep customers coming back and build a good reputation?
01
Greeting customers is like greeting your own guests
Wardy Allen once said that customers are 80% successful when they come to a business. In terms of customer service, 80% of the success is to treat the visiting customers as if they were their own. When guests come to visit, we greet them instantly, right? It’s a small thing, but in hotel service, providing a timely and friendly greeting to customers has a deeper meaning. 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 allow customers to relax psychological pressure in an unfamiliar environment, so that the service work can be carried out 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
For restaurants, consumers may be “returning customers” or “returning customers”. 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”.
03
sincerely praise
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.
04
Satisfy customer needs with “extraordinary service”
“Extraordinary service” has a certain flexibility and creativity. Customers are consumers who “pay for services” and are eager to enjoy their “psychological needs” in the restaurant, which is a manifestation of “economic psychology”.
As a result, it has evolved 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”, and the importance of “psychological service” will be will increase day by day.
(1) Although peeling “shrimp skins and crab shells” is an extraordinary service, if the guests really need it, it is not bad to be able to make the guests really satisfied. Moreover, it is necessary to guess the mind of the guests and serve the guests before they speak. Provide high-quality “psychological service” for guests; fully embodies the spirit of “helping others”.
(2) “produced” a relaxed and happy mood for the guests, and provided the guests with high-quality “psychological services”. The relaxed and happy mood and good memories of guests are our “products”; it fully embodies 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. When the guests are dining, pay attention to the dining dynamics 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, provide services for the guests in time, and facilitate the guests to eat normally.
For example: help guests pack, get hot and cold towels, provide lighters, park and wash cars, buy film, buy birthday cakes, buy first aid medicines, provide cigarette sales services, etc.
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 names of the guests, understand the taboos of the guests, memorize the taboos and hobbies of the guests, especially some “returning guests”. When the guests come to the restaurant again, the familiar people and the environment will make the guests feel a kind of intimacy and become loyal “Returning customers” at the restaurant.
07
Learn to talk to customers with eyes
In situations where you can’t speak out loud, you can make eye contact and tell the customer about your willingness to serve him. But the reasonable arrangement of time is very important. We recommend the 10-second rule. Even if you’re busy entertaining another person, make eye contact with the customer within 10 seconds.
As with a verbal greeting, you do not have to interrupt ongoing service with the customer. Just a pause and a glance can catch new customers and greatly 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.
For example, the speed of serving food in a restaurant is not only a question of service attitude, but also shows whether you respect your guests. No matter what the price of the dish is, it should be produced according to normal conditions; no matter how many dishes are ordered, they are all guests and have the right to be respected.
09
Start with small things
(1) Valet wine storage service will have two effects:
A: It’s a pity to throw away the famous wine that guests can’t finish drinking. It’s too shabby to hold. It’s better to store it in the restaurant. The bottle of wine with the brand on it seems to be a bait, and it will eventually attract customers to come and consume it.
B: It can meet the psychological needs of customers who want to be respected. If you walk in front of the wine cabinet and see a bottle of wine in the cabinet with your name on it, what an honor.
(2) Provide a seat card for the guests, and mark the company’s name or sign in a prominent position in the restaurant.
(3) Provide the word “Hi or Shou” for the guests’ wedding banquets and birthday banquets, and play “wedding songs and birthday songs”, so that the guests feel a sense of joy and celebration.
(4) Set up special tableware and wine glasses to tie the hearts of guests.
10
Say “please” and “thank you”
It may seem dated, and you’d say some customers aren’t so polite to you, but that’s 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.
11
address by first or last name
A person’s name is his or her favorite sound to hear. We all feel very cordial when others try to find and use our names when they are writing to us, introducing ourselves to customers and asking for their names when appropriate.
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.
12
Listening to customers and asking “what should I do” often
Few people can really listen to other people’s criticism. The technique of listening to criticism offers the best chance of exceeding expectations. It’s important to listen to others because some of the best ideas come from other people’s criticism of you. To be a good listener, you must first develop an attitude that is receptive to criticism and how to listen to it.
Start by judging what people are saying, not how they say it; hold your breath and don’t judge right away 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; having customers 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.
13
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.
14
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. Most of the people who love to trouble us are the kind of people who don’t like us. We have to learn to accept this difference, but know that as long as we treat our customers well, we will make them feel friendly.
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.”
15
“Word of mouth” is the best advertising effect
“Word-of-mouth” advertisements featuring “credibility and enthusiasm” and “high-quality dishes and services” are suitable for any restaurant or restaurant. Only by opening up new customer sources can more “returning customers” become “returning customers”, and business can continue to prosper when the customer flow is constant.
In short, whether customers come back depends on your service, your business know-how and marketing art.
On the basis of providing high-quality services, it is necessary to fully mobilize various promotional methods, pay attention to marketing art, constantly learn lessons, constantly sum up experience, and think more about the flexibility of “software services”, so that the overall service of the restaurant will have a “quality” “The leap.