Why should a customer return when they receive the same experience at your business as your competitor that is closer to their home? The answer should always be that your business offers a WOW experience. You want to maximize your customer loyalty at all times
Hospitality groups who manage franchises and corporate owned locations must build brand consistency and ensure everyone is following the highest company standards. When I visit a Marriott, Hyatt or Hilton hotel I expect the same great consistent amenities and service no matter where I am in the world. This is the same when I go to stores such as Kohl’s, Walmart, Walgreen’s or Victoria Secret or restaurants like Kona Grill, Applebee’s, Chili’s or Famous Dave’s. Many brand name stores are closing stores and restaurants across the country…. Either the product and/or service has declined to a point where these businesses are not as profitable, hence the widespread closings.
This is most likely due to the lack of quality customer experiences. I have encountered situations at most of these locations where I certainly didn’t feel like I got a WOW experience. Many of these places no longer have someone to greet their customers when they enter or offer any assistance. What happened to appreciating your customer and wanting them to return and refer??
If you are a hotel General Manager you know the importance of making sure that each department is following guidelines of the brand name and hospitality group plus hotel standards. If one department isn’t performing up to these standards it affects the whole hotel.
I have noticed many companies are using surveys to gather feedback from their customers. Many customers don’t take the time to go online and conduct a 15 minute survey. Another reason why surveys are rarely completed is the lack quality questions or time.
Do you want to know what is happening in your hotel, restaurant, store or spa from a customers perspective? We can help.
Contact Debbie Hart at The Hart Experience 602.717.3271 / Debbie@thehartexperience.com / https://www.thehartexperience.com
We will assess your business and show you where improvement is needed. We will work with you weekly/monthly and help you improve your reviews. You can feel confident knowing that when you leave on vacation that your employees are working hard to give your customers quality experiences. Quality Customer Experiences = Profits