When was the last time you purchased something and how did you feel about it? Most of the time if we feel good it is due to the service and the way the sales person made us feel. This is equally so if we feel bad. If you are like me the people who make you feel good are the ones which you return to for future purchases. Even if they are slightly more expensive.
So what does this have to do with running a motel business? Well operating a motel is not just all about providing facilities and collecting money. It is about making your customers feel good, important and wanting to come back to you. One of the ways to do this is to say thank you and not just at the counter as they leave but by contacting them after they have departed. In this modern age of e-mail this task is made easier with a simple template you can set up and then send off to each guest.
An excellent way to contact people and build relationships it can also be used for a double purpose such as this type of thank you which also helps to prevent bad publicity and reviews. Bearing in mind that if you ask for complaints you must be prepared to act on them.
“On behalf of the team at xyz motel, we thank you for your business and sincerely hope that you will choose to stay with us again in the future. If you have had a satisfying stay, tell others about your visit and post a comment on TripAdvisor.
If your stay wasn’t completely satisfying, please e-mail myself directly with your comments to enable us to continuously improve our services.”
Many front desk programmes allow you to set up templates for e-mails or letters. If you don’t have this facility there are tools such as quick parts in outlook and Microsoft word which allow you to set up blocks of text to insert into e-mails or documents and save you typing it in each time. If you would like help with setting this up just e-mail me and i can let you know how it’s done. It is very easy and simple to use once you know how. Email firstname.lastname@example.org
When it becomes so easy with these options why would you not take that extra step and reinforce the client relationship to create a lifelong client and ultimately make money and build your business?