3 Reasons Why Focusing On Guest Satisfaction Is A Losing Battle
Here's What You Should to Do Instead...
By Justin Effron Co-Founder & CEO, ALICE | January 28, 2018
In the world of retail, knowing what your customer wants, when they want it, how much, and how frequently can be the difference between a booming business and going out of business. In the service industry however, getting to know your customer's preferences isn't quite as clear-cut.
Trying to understand the capricious whims and complex emotions of human beings you're hoping to please is an exercise in futility at best and can actually harm your relationships at worst. Why? Because pretending to know someone you don't really have a deep relationship with can come across as presumptuous and insensitive. And should your guesses actually be correct, you can inadvertently come across even worse because no one likes to think of themselves as being that predictable.
So what's a GM to do to make their guests feel right at home? The solution is to not make their stay anything like home. Make your guests feel like guests! In this regard, we've listed three common pitfalls of trying to placate clients that hotels often fall into, and their respective solutions. By putting the focus on a winning culture instead of winning over customers, you'll be more effective in getting the desired result: satisfied guests who'll want to return again and again.
1. If You're Trying To Guess What Guests Want, You're Probably Getting It Wrong
The same guest doesn't necessarily behave the same way from one visit to the next. For starters, that guest could be on a business trip, family vacation, romantic getaway, or girls' night out. Even if it's always a business trip, what's the nature of the business this time around? Is it pitching a new client, trying to keep from losing a client, or being wooed as a client by another business? Is it an easygoing trip or a stressful one where everything is on the line-including his or her job? What's his mood like now? What's the season? What's going on in her life?
If your hotel bases its services and amenities on what a particular guest wanted the last time they stayed with you, you're probably not going to get it right. So why even try? No one expects you to. What guests expect is great service, convenient amenities, comfortable accommodations, and the preferences they'd requested for this visit. Just do that and do a spectacular job of it, without trying to know what your guest will want before they do.