Online reviews have changed dramatically how we should look after our customers in our respective businesses. More so with accommodation or restaurants because they are playing a major factor in the decision making process of consumers.
So how to prevent a customer to walk away with a bad taste in his mouth and leave a negative review about your business? By making sure you talk to them before he leaves your property.
We need to learn the Art of Questioning when a customer checks out at the reception. Which is to ask these basic questions:
“Did you have a pleasant stay with us?”
“Could you share with us what went wrong in your stay with us?”
“Would you stay again with us?”
“Would you recommend your hotel to your friends/colleagues?”
“At our hotel we try to improve our product every day, could you highlight to us things that we didn’t do well during your stay?”
I can tell you very, very few hotels / property owners dare to ask these questions. My last recent check out at a hotel in France was simple and quick but at no time the receptionist asked me whether I had a nice stay. Probably because he’s never been trained to do so.
Make sure that you train your team to ask the right questions and that they report to you accordingly. Bad feedback is good feedback.
It’s all about improving your product delivery and meets or exceeds customers expectations.
Last but not least, if you ask these questions to your customer face to face, there is a good chance that he or she will leave a more positive review and thinks that you care about them. Remember. Them. Not you.








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