Get people talking about you! - To get referrals, exceed your customers expectations. ... http://bit.ly/9acFCW
Great points to remember, Ike!The best way to do this is to SET the customer's expectations first. If you don't do it, they will and that's where the problems arise. THAT'S when we hear, 'But I thought all B&B's... ?'
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- Explain the breakfast- plated, buffet, expanded continental- tell the guest what that means
- Explain your location- busy city street, cows for neighbors, small town with lots of walking traffic (read that- kids going to and fro)
- Explain and show photos where you can of 'quirks' in your building
- Heaven help me, actually state there is no elevator in a 2-storey building
- Explain how check-in works, if the guest MUST call in advance, MUST arrive at a certain time or not at all
- Spend some time reading reviews (not your own) and see what guests complain about. Then see if you can tell how their expectations got so high to be let down so much.
- Play to your strong points but don't hide any negatives so deep that guests wonder who wrote your web copy
The best way to do this is to SET the customer's expectations first. If you don't do it, they will and that's where the problems arise. THAT'S when we hear, 'But I thought all B&B's... ?'
.
- Explain the breakfast- plated, buffet, expanded continental- tell the guest what that means
- Explain your location- busy city street, cows for neighbors, small town with lots of walking traffic (read that- kids going to and fro)
- Explain and show photos where you can of 'quirks' in your building
- Heaven help me, actually state there is no elevator in a 2-storey building
- Explain how check-in works, if the guest MUST call in advance, MUST arrive at a certain time or not at all
- Spend some time reading reviews (not your own) and see what guests complain about. Then see if you can tell how their expectations got so high to be let down so much.
- Play to your strong points but don't hide any negatives so deep that guests wonder who wrote your web copy
I think that's one of the best suggestions I've ever heard. For ME, managing expectations is essential for happy guests and a happy innkeeper.Alibi Ike said:
- Spend some time reading reviews (not your own) and see what guests complain about. Then see if you can tell how their expectations got so high to be let down so much.
This might harken back to the another thread that was talking about how guests rate value. I agree that value is subjective, but by continually striving to exceed our customers expectations we will also increase their perception of value.
It doesn't cost a cent to be kind and attentive, but it can make a big difference in how a guest perceives their visit. DW and I are constantly thinking of ways to make our guests' experience better without having to add to our bottom line. Sometimes you have to be really creative, but our reviews and guest comments show that people do pay attention to the little things..
I am in complete agreement with this one too. I know it's one of the reasons I am so exhausted by the end of the season. If there are no $$ to spend the only thing that can get better / make a difference is ME. That's what led to my pre-season melt-down last year. I just felt completely overwhelmed.Proud Texan said:DW and I are constantly thinking of ways to make our guests' experience better without having to add to our bottom line.
This might harken back to the another thread that was talking about how guests rate value. I agree that value is subjective, but by continually striving to exceed our customers expectations we will also increase their perception of value.
It doesn't cost a cent to be kind and attentive, but it can make a big difference in how a guest perceives their visit. DW and I are constantly thinking of ways to make our guests' experience better without having to add to our bottom line. Sometimes you have to be really creative, but our reviews and guest comments show that people do pay attention to the little things..I am in complete agreement with this one too. I know it's one of the reasons I am so exhausted by the end of the season. If there are no $$ to spend the only thing that can get better / make a difference is ME. That's what led to my pre-season melt-down last year. I just felt completely overwhelmed.Proud Texan said:DW and I are constantly thinking of ways to make our guests' experience better without having to add to our bottom line.
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That is what this thread is all about, right there.The Tipsy Butler said:I am in complete agreement with this one too. I know it's one of the reasons I am so exhausted by the end of the season. If there are no $$ to spend the only thing that can get better / make a difference is ME. That's what led to my pre-season melt-down last year. I just felt completely overwhelmed.Proud Texan said:DW and I are constantly thinking of ways to make our guests' experience better without having to add to our bottom line.
Ike - some VERY good points!
Had not thought of reading other reviews for this... I have read other's reviews just not using that frame of mind when I do.
Just thinking ALOUD, we DO need to put these things on our site but we all know well and good that they still won't be read....
That is the beauty of this forum as well, we can have a "situation" arise and watch the innkeeper response. Not being in their shoes it is hard to identify all the elements, but we have a larger view than a reg TA review.copperhead said:Ike - some VERY good points!
Had not thought of reading other reviews for this... I have read other's reviews just not using that frame of mind when I do.
Just thinking ALOUD, we DO need to put these things on our site but we all know well and good that they still won't be read...
This might harken back to the another thread that was talking about how guests rate value. I agree that value is subjective, but by continually striving to exceed our customers expectations we will also increase their perception of value.
It doesn't cost a cent to be kind and attentive, but it can make a big difference in how a guest perceives their visit. DW and I are constantly thinking of ways to make our guests' experience better without having to add to our bottom line. Sometimes you have to be really creative, but our reviews and guest comments show that people do pay attention to the little things..I am in complete agreement with this one too. I know it's one of the reasons I am so exhausted by the end of the season. If there are no $$ to spend the only thing that can get better / make a difference is ME. That's what led to my pre-season melt-down last year. I just felt completely overwhelmed.Proud Texan said:DW and I are constantly thinking of ways to make our guests' experience better without having to add to our bottom line.
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That one I TOTALLY understand. There was noting I could do to mitigate the 2 with shared in the beginning so i tried to make it up with service. that is how we got started with the "you tell me what time breakfast is served" and trying to take care of whatever was needed as in the special diet needs. And the fancy table setting also - they did not expect glass knife rests and goblets, etc in WV - and now I have chargers and silverplate too!The Tipsy Butler said:I am in complete agreement with this one too. I know it's one of the reasons I am so exhausted by the end of the season. If there are no $$ to spend the only thing that can get better / make a difference is ME. That's what led to my pre-season melt-down last year. I just felt completely overwhelmed.
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