I have an idea?

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Hillbilly's picture
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I have been talking to John at rezkey. I asked him if there was a way to send a follow up email with a survey after a guests has stayed. He thought that was a great idea and suggested survey monkey . Com. He said he could build this into a email. I'm really thinking about doing this. Two reasons: One I really would like to know what guests think of our property and where we can do better. Secondly, if a guests had a problem maybe they would vent here instead of TA. After the guests fill out the survey they will then be entered in a drawing for a stay or %off or something. Thoughts?

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Just do your own survey monkey. It's free. Why bother John to do it for you???

Arks's picture
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EmptyNest wrote:

Just do your own survey monkey. It's free. Why bother John to do it for you???

If John thought it was a good idea, I don't think it's a bother to him. He's LOOKING for enhancements to make his product stand out from the competition. Like most ideas, some will like and use it and others won't. No harm, no foul.

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I have to say, his customer service is what makes him stand out from all the others. H should play that up more and not worry about bells and whistles. His system is a good one but his help is what is great!

gillumhouse's picture
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I have waited to chime in but I am now going to say it is a waste of John's valuable time. I do not want such trash to go out from my inn. I get emails to take surveys all too often and unless it is something I care about (organization I mean) I hit delete. MY time is too valuable to waste on another silly survey with results from people who have no clue what it takes to provide a smooth-running, comfortable inn, provision and serve delicious breakfasts, do laundry, clean, market, do accounts, and still participate in the community AND have a family life. I have no clue how anyone else's business operates - so how the heck do I know what they  could possibly do to make me happier.

With many guests the answer would be to bend over, grab our ankles, and not charge them for doing everything we possibly can think of to give them a pleasant stay so they can still say the value = 2.

Hillbilly's picture
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If you happen to get a guests that feels the need to vent for what ever reason, do you want them to vent on a survey that no one will see? Or do you want them to vent on TA? The only time I have ever filled out a survey is when I didn't like something. Do I think I will get a lot of them back? No! Do I think it could keep a pita from venting on TA? Yes! Think about it! People have become less people people. They hide behind their computers and phones! They don't care about how hard you work. They don't care that you missed your kids first Boy Scout camping trip because you had to make sure everything was perfect for them! They dont care if you have a Dr. Visit, or a death in the family They don't care! They are paying for a service! So to them that means perfection. If you do not give them everything they expect regardless of what happens in your personal life, they will stab you in the back! I think I might be venting! Now look what you made me do!

Iris's picture
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I don't know about those surveys and all the emails and questions we have for our guests.  Surveys, imho,  are making you blend in with the big dogs.  Everyone sends out surveys these days and they really make me crazy. 

I would stay away from it.  Most of the time we really just want to be loved and if we don't get that love person to person, we try to figure out why this particular person, when all the other guests express their like for us, is not coming forward with it.  Don't do it Smiling

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Kay Nein's picture
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Jot Form . com  is another great service - it has more options & customizations than Survey Monkey.  I used this program for elections for a non-profit  and all the responses were anon.

Hillbilly's picture
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John is going to place it in the follow up email that guest receive a few days after they leave. So it will look and feel like it is from us and not spam. I won't know who response (that's a good thing) some of the niciests people can be back stabbers. So I don't want to know. I have had a few people this year that act like they have had a great time only to email me later with pita complaints. Things that could of been corrected. I think I will try it and see what happens.

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Bob wrote:

John is going to place it in the follow up email that guest receive a few days after they leave. So it will look and feel like it is from us and not spam. I won't know who response (that's a good thing) some of the niciests people can be back stabbers. So I don't want to know. I have had a few people this year that act like they have had a great time only to email me later with pita complaints. Things that could of been corrected. I think I will try it and see what happens.

Right, I know it will be from you. I get the set up, still think it will be considered spam.

And let us know if you can handle not trying to figure out who said what when they come in! haha

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Arks's picture
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Joey Bloggs wrote:

And let us know if you can handle not trying to figure out who said what when they come in! haha

Indeed, just like if they left an anonymous note in the suggestions box in the night. I'd be studying the handwriting like crazy trying to figure out who wrote it!

Arks's picture
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Making an survey anonymous with Survey Monkey.

Are my Survey Monkey surveys anonymous and secure?

In addition to sending the survey to guests by e-mail, you can also put a link to the survey on your website where anybody can take it at any time.

Madeleine's picture
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You can, it doesn't mean anyone does.

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Arks's picture
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Maybe add a checkbox to the online booking form, "I am willing to respond to an online after-visit survey about my stay with you," and only send the monkey survey to the ones who check the box.

Country Girl's picture
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02/20/2009

I personally would not write a complaint on a card and leave it in a room. I would however respond to an anonymous survey. I'd rather do that than write a negative review on TA. 

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Madeleine's picture
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Country Girl wrote:

I personally would not write a complaint on a card and leave it in a room. I would however respond to an anonymous survey. I'd rather do that than write a negative review on TA. 

Those online surveys are not anon. Your email is attached to the survey. The person who sends the survey out can see exactly who said what. Having sent one of these I know that. The only way the survey sender doesn't know is if they hire someone to tabulate the info for them and strip the email addies away.

The complaint or comment forms could just be dropped in a box in the hallway in the dead of night. Eye-wink

Kay Nein's picture
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They can be set up to be anon.  The email has a generic link and when the survey is completed you get an email from the program that just shows a list of answers to the questions.  There is no information attached to it to discern who filled it out.  maybe that's not the case with whatever program you used in the past, but there are plenty of anon options.  

Madeleine's picture
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Put little cards in the room if you don't want to ask the guests directly. A little background- I sent out a survey to all of my guests on my mailing list. These are people who actually want to hear from me. What % responded with the lure of a $25 GC? 60. Out of over 600.

We did make changes based on that survey. But it was hard to reconcile 'not enough breakfast' with 'way too much food'.

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Madeleine wrote:

But it was hard to reconcile 'not enough breakfast' with 'way too much food'.

You say tomato I say tomahtoe

Yes, one person was overhead telling other guests that we serve breakfast at some ungodly hour here. 9am. Yes, 9am. I have other guests who are pacing the walls and want to get on with their day by 7am.

Madeleine's picture
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Here, too. Had guests say they wouldn't come to breakfast until 10 AM. I told them they could have cereal at that time. Others, this past month, have been seated in the dining room at 7:45 waiting.

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For me, it is that spam thing again. If it isn't personally from you, then even moreso.  

I would not appreciate it, that's me. Every hotel does that and you feel like "Sheesh why didn't you ask me while I was there? Why didn't you say 'Is everything sufficient?' or something and I would have told you."

You will have to add a bonus fill this out and get a $10 off coupon, or put into a drawing or people won't fill it out. Even then they won't fill it out, people think those are just marketing emails.

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