I understand that we all want more business. But B&B's are fancier and a bit more expensive. I think we cultivate that image. In the US, the B&B has evolved into something special and a bit distinct from the typical hotel/motel stay..
toddburme said:
I understand that we all want more business. But B&B's are fancier and a bit more expensive. I think we cultivate that image. In the US, the B&B has evolved into something special and a bit distinct from the typical hotel/motel stay.
You nailed it Toddster.
It is an "experience" and not everyone wants an "experience"
But they get it wherever they stay, one way or another. They just don't think about it in advance...
Let me share what a customer service expert shared this week, she travels all over and stays in hotels. She often watched the front desk interaction etc. Anyway, this one chain she now opts for will check her in, she is in the room for about 10 min's and the phone rings "Mrs Jones, this is the front desk, we are calling to see if you have everything you need for your stay?"
She was taken aback, floored more like it!
- Our family of four always find 3 towels in a hotel room. We ALWAYS have to call the front desk for the 4th person (or lord forbid we want more than one towel per person).
- There may be a couple spare pillows (or if it is a king bed they line them up like diamonds on the bed) but...there are still not TWO PER PERSON which is required for any of us who like to read in bed, or even watch telly. So we ALWAYS have to call the front desk, who calls housekeeping, and we stand around waiting, so we can get the extra pillows.
And there ya have it, something simple that spoke volumes! Do you do this with your guests? After they check in do you ask if they have found everything they need? Many of us have a little blurb we say "If you need anything please ring the bell..." or there is a card in their room or check in sheet saying "If you need anything..."
But do you ask?
Sorry this is lengthy. I have to add one more thing. After some major pitas I stopped putting personalized welcome cards in the rooms. I do cards or notes for special occasions, always. But I was putting a little card in every single room with a PERSONAL welcome to the guest(s). I stopped. I am now back on it, doing it again. Why? Because when you stay in a hotel you are not greeted by name, there is no personalization to your stay. That is what makes us different. We are real people who CARE about our guests.
I think to myself, how much would I appreciate it if I saw a "Welcome to the inn Mr & Mrs Bloggs, we hope you thoroughly enjoy your stay" I would love it! I would overlook the little pitfalls I found. Guaranteed!
As the saying goes "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." --Maya Angelou
.