According to some research surveys, the cost of adding a new customer is 7 times the cost of retaining an old customer. Therefore, many hotels and motels attach great importance to fostering customer loyalty. So what are the secrets of motel business? How to increase the number of visitors?
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- 1 1, CAPTURE CUSTOMER NEEDS, PROVIDE PERSONALIZED SERVICE
- 2 2, MANAGE CUSTOMER EXPECTATIONS, MAINTAIN REASONABLE LEVEL
- 3 3, LISTEN TO CUSTOMERS’ OPINIONS, AND HANDLE ALL CUSTOMER COMPLAINTS SATISFACTORILY
- 4 4, STRENGTHEN CUSTOMER MANAGEMENT BY TAKING ADVANTAGE OF MODERN TECHNOLOGY
- 5 5, PAY ATTENTION TO MAINTAINING CONTACT, IMPROVE CUSTOMER LOYALTY
- 6 6, DEVELOP PREFERENTIAL REWARD REGIME, PROMOTE REPEAT CONSUMER DEMAND OF CUSTOMERS
1, CAPTURE CUSTOMER NEEDS, PROVIDE PERSONALIZED SERVICE
Lodging should be another client’s home. Therefore, motels need to try, make every effort to make customers feel like returning to their own homes. Helping customers feel the warm, comfortable and convenient atmosphere as at home.
Customer needs also have in common. Enthusiastic and polite staff, clean, comfortable rooms, standardized service … are all conditions to meet the needs of customers. But at the same time we should have to see other differences in customer needs.
In the age of consumerization as today, motels relying only on standardized service to attract customers is not enough. Hostels should capture more personalization services on a standardized basis. Only then is it worthy of superior service quality, truly attracting and retaining customers.
But the needs of customers are like an iceberg in the sea. The vast majority of those needs are submerged in water. Showing out is only a small part of demand. So how to recognize and respond to different needs of customers, so that customers feel comfortable and satisfied when staying in a motel? This is not easy.
It requires vacationers to consider carefully the work process with their knowledge and experience. However, it is simply a small act such as giving a customer a local map, serving a hot teapot, carrying luggage … it is enough to make customers feel warm.
2, MANAGE CUSTOMER EXPECTATIONS, MAINTAIN REASONABLE LEVEL
The fact that customers assess the high level of accommodation service depends on the distance between the expectation of the customer and the guest house and the actual service level. If the service level of the motel exceeds the expected expectation. Customers will feel extremely satisfied. On the contrary, if the service level does not meet the expectations of customers, the guesthouse will be underestimated. Makes customers feel dissatisfied.
In the level of service intended, to improve the level of satisfaction of customers, motels need to manage customer expectations in a positive way. However, at present, the management expects customers to be a blind spot, so it has not been focused.
The formation of customer expectations is influenced by factors such as market exchange, hotel image, public voices and customer needs. In particular, it is possible to directly control motels with only market exchanges. Includes vacation advertising, public relations and marketing activities …
Managing customer expectations is essentially asking the guesthouse to truly market with outside promotions. At the same time seriously implement all promises to customers.
3, LISTEN TO CUSTOMERS’ OPINIONS, AND HANDLE ALL CUSTOMER COMPLAINTS SATISFACTORILY
In the eyes of many hotel managers, it is only during the stay of the guesthouse without any complaint that the inn is unscathed. But the truth is, not all customers will say the dissatisfaction that they have suffered during the stay at the hostel.
They might quietly go back and forth, choose another vacation home or complain to friends and relatives around them. Thus, the guesthouse not only lost a customer but even many other customers.
For customers who make complaints, the guest house should listen attentively and promptly make appropriate measures to satisfy customers.
For all guests who have been staying in a motel, the guesthouse needs to find every way to find out how customers really feel. Accommodation needs to understand, what are the customers who are satisfied with? Disgruntled where?
In this way, both showing the care and respect of the guesthouse with the customer, can also know what problems the motel needs to immediately improve. There are good aspects that need to be preserved and promoted. As long as the guest house satisfactorily handles, the disgruntled customers will naturally become satisfied customers, even loyal customers.
4, STRENGTHEN CUSTOMER MANAGEMENT BY TAKING ADVANTAGE OF MODERN TECHNOLOGY
The development of modern information technology today provides a solid technical infrastructure in the management of lodges. In the reality of lodging management, it really takes full advantage of the technological achievements, building a complete data warehouse for each guest.
Through customer data, record the characteristics of their hobbies, tastes, shopping habits, motels …. In order for customers to return to use the service, the motel can provide separate services for the individual characteristics of each customer. From there to improve customer satisfaction as well as customer loyalty.
5, PAY ATTENTION TO MAINTAINING CONTACT, IMPROVE CUSTOMER LOYALTY
Many vacation managers often have thoughts, customers once the payment leaves the hostel, considered to end the relationship with the customer. But actually, if the guest house and the customer after the end of the transaction can still continue to care and contact. Certainly, there will be incomparable effects.
For example, on important holidays or birthdays customers can give them a greeting card. The cost is small but it makes customers feel warm and always remember the image of the inn in the heart. Closely associated with customers with this emotional rope, to strengthen and enhance customer loyalty.
6, DEVELOP PREFERENTIAL REWARD REGIME, PROMOTE REPEAT CONSUMER DEMAND OF CUSTOMERS
Lodging can use the form of points to attract customers. When customers accumulate up to a certain point, some services can be free or discounted. In addition, can also provide coupons to use spa services, free air tickets …
Thus, it not only attracts many customers but also promotes repeat consumer demand. Help vacation homes improve sales. This is also an important business strategy, applied by many guesthouses.
The above are the secrets of useful motel business, not only attracting new customers to help vacationers improve sales. It also helps lodges keep their feet as well as improve the satisfaction and loyalty levels of old customers.
Hopefully, with these business secrets and strategies. Managers and vacationers can easily manage, attract and increase the number of customers. Bringing a huge source of revenue for lodges.
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