Do you follow the guideline that the customer is always right and companies should work to please them? It can be tricky managing your own expectations with those of the customer at times. However, it is crucial to your business? success to make sure that people are pleased with your company before they become customers and just as pleased after they?ve received your product or services. That way they become lifelong customers that you can rely and depend on to return to your business and recommend your business to their friends and family. This is especially true if your own and operate a hotel or bed and breakfast. You want to guarantee your customers? satisfactions so they spread the word to others.
Interested in learning more about how to make your hotel the best it can be? Keep reading for information about software and systems you should have in place to make customers happy.
3 Ways to Focus on Customer Satisfaction at Your Hotel
If you?re not setting goals to make your business oriented around the customer, it?s time to start doing this. The customer should be at the forefront of your mind at all times. Without them, your business wouldn?t have the opportunity to find success. Here?s three ways to start focusing on the customer so that you can watch your business grow and flourish.
1. Easy-to-use website
More now than ever, customers are looking for hotels and bed and breakfasts online. That means you need to have a top of the line website that is easy for them to navigate and use. When consumers are planning their trips, more than 50% are doing so on their mobile devices. This means having a website isn?t enough anymore. It has to be a website that works well on mobile phones. Potential customers want to be able to find all the information they need on your website on their phones with no difficulties.
2. Hotel reservations software
Once a consumer has found your website, they want to be able to easily book a room. This means you need to have top of the line hotel reservations software, as well. The best hotel software systems will make your hotel look more professional to potential consumers. In addition to considering the price of your hotel and its location, more than 40% of people are interested in immediately finding a way to book online. Make sure you?re not falling behind in having the best hotel technology to please your customers. Start searching for hotel reservations software today to improve your business and impress consumers.
3. Customer service
Whether you?re speaking with a potential customer on the phone, helping them face-to-face, or responding to an email, customer service is always important. Everyone who works at your hotel should understand that customers should be treated with respect and a friendly demeanor at all times. One of the best ways to guarantee that you will have returning customers and customers who leave nice reviews and recommendations is by treating them kindly at all stages of their visit.
This is a great way to build loyalty overall with your customers. Statistics show that building loyalty is a great way to increase profit every year. If you build loyalty with only 5% of your customers, you can see an increased profit by up to 100% per customer.
Believe it or not, when having difficulties with a company, more than 96% of customers are likely to be disloyal to the company. If they have to put in a lot of effort with a company, their dissatisfaction rises. That?s why it can be so beneficial to offer the best services like hotel reservations software and great customer service. Each of these small changes to your business could result in an increased profit by the end of the year. Not to mention, it could result in an even more promising future if customers recommend your hotel and leave positive reviews on your site.
What systems and software does your hotel or bed and breakfast use to increase customer satisfaction? How do you train your employees to focus on customer service throughout their day? Let us know in the comments about your experience updating software at your hotel.