From the linkedin forum of innkeepers:
[h2]
Comparing Apple and..... B&B's[/h2]
Hans Lucassen
Owner of Cortijo El Guarda, Rural Retreat Andalusia wrote:
I came accross this idea how Apple tries to increase customer loyalty. With a small transalatio it works for our business as well.
Think of APPLE as an acronym. Each letter corresponds to a step.
Approach customers with a personalized, warm welcome. Every customer should be greeted by an employee who is friendly, passionate and committed to customer service. Probe politely to understand all the customer’s needs. This simply means to ask a series of closed and open-ended question so you can match the customer with the right product
Present a solution for the customer to take home (today). Apple likes to remind its store employees that they are not in the business of selling computers. They are in the business of “enriching lives.” A sale isn’t the only way to enrich the life of a customer and to build loyalty.
Listen for and resolve any issues or concerns. Customers have what are called “unexpressed” wishes or concerns.
End with a fond farewell and an invitation to return. How a person feels when they end a transaction significantly impacts how they perceive the brand and whether they are likely to recommend the brand to others. Above all, give your customer a reason to return.
***
JB asks: Do guests just wander away or do you wish them the best at check out...opening the door for them, walking them out or ?
Or in the current vernacular, of those "marketing experts" who think sending them an online survey or TA review link IS a fond farewell and invitation to return. It isn't, in case anyone is questioning that, it is telling them they are a number and we need your input to raise our ranking on TA. This is how it has changed, imo, in the last 12-18 months! We always have to stay ahead of the curve as innkeepers. To me that means simply customer service, interaction and A SMILE.
Your thoughts?
[h2]
Comparing Apple and..... B&B's[/h2]
Hans Lucassen
Owner of Cortijo El Guarda, Rural Retreat Andalusia wrote:
I came accross this idea how Apple tries to increase customer loyalty. With a small transalatio it works for our business as well.
Think of APPLE as an acronym. Each letter corresponds to a step.
Approach customers with a personalized, warm welcome. Every customer should be greeted by an employee who is friendly, passionate and committed to customer service. Probe politely to understand all the customer’s needs. This simply means to ask a series of closed and open-ended question so you can match the customer with the right product
Present a solution for the customer to take home (today). Apple likes to remind its store employees that they are not in the business of selling computers. They are in the business of “enriching lives.” A sale isn’t the only way to enrich the life of a customer and to build loyalty.
Listen for and resolve any issues or concerns. Customers have what are called “unexpressed” wishes or concerns.
End with a fond farewell and an invitation to return. How a person feels when they end a transaction significantly impacts how they perceive the brand and whether they are likely to recommend the brand to others. Above all, give your customer a reason to return.
***
JB asks: Do guests just wander away or do you wish them the best at check out...opening the door for them, walking them out or ?
Or in the current vernacular, of those "marketing experts" who think sending them an online survey or TA review link IS a fond farewell and invitation to return. It isn't, in case anyone is questioning that, it is telling them they are a number and we need your input to raise our ranking on TA. This is how it has changed, imo, in the last 12-18 months! We always have to stay ahead of the curve as innkeepers. To me that means simply customer service, interaction and A SMILE.
Your thoughts?