Customer Management Systems Replaces Postcards, Mailed, and Emailed Surveys

Hotel Tool produces a 70% guest contact rate, maximizes guest satisfaction and repeat business

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. December 11, 2008

DECEMBER 12, 2008. With the traditional methods of surveying in the hotel industry most hotels only know about 1% of the issues. If you are only managing 1% of your guest concerns what happens to the other 99%. Are you just hoping they will come back? If so, the chances are not good. Based on CMS's calling history, 35% of guests have concerns and most will not return to the hotel if they are left unresolved.

CMS has launched its phone survey system into the hotel industry with an online guest relationship CRM which allows you to manage all the concerns in real-time. Within 24 hours you will not only know about the concerns your guest had, but you will be able to resolve the concerns and earn the repeat and referral business of your guests.

With all of the tools available online for guests to post feedback about their stay, if 35% are having issues, how many negative posts are online about your hotel keeping future guests from staying there? Most guests will not fill out a mailed or e-mailed survey, unless they had major issues that they can't wait to tell people about. In which case, by the time you get the response they have already told their family, friends, and everyone else about the bad experience. The damage has already been done before you even get an opportunity to correct the concerns.

CMS has years of survey experience in the automotive industry making customer satisfaction calls to Lexus, Infiniti, Mercedes-Benz, Honda, Acura, Toyota, GM, Ford, and Chrysler dealerships across the country. They built their reputation in the highline dealerships placing calls to doctors, lawyers, professional athletes, celebrities, and business owners by establishing a high standard in phone presentation. The responses from the customers have been welcoming. They have brought dealerships such as Paragon Honda to be the top rated dealership in their district from being one of the lowest rated in the country through Honda Motor Corp. Their satisfaction scores went from the mid 70's to 98.3%. Aubrey Alexander Toyota was also rated in the mid 70%'s in customer satisfaction and using CMS there scores are 99.7%. These are just a couple of examples of the success stories CMS has with their customers.

CMS allows companies to experience the survey system by allowing prospective companies to preview the services for 1 week at no cost. If you would like to have CMS call your guests for 1 week and contact over 70%, including the online CRM, please visit www.cmscalls.com or e-mail cmssales@cmsfollowups.com .