It can be easy to get defensive when we receive feedback, particularly when we feel it is not justified or we totally disagree with it. What we need to ask is what led to this customer’s perception…
Archive for March, 2010
Dealing with negative feedback
Friday, March 12th, 2010Online reviews
Thursday, March 11th, 2010Love them or hate them, online reviews do get read and will influence prospective customers. Sadly statistically people are more likely to be prompted to post a review if they’ve a bad experience than when they’ve had a good one. So aim to redress this balance, by encouraging as many of your guests as possible to post reviews, so you get the good ones as well as (hopefully only occasional) bad ones.
On the radio – me talking Inspired Marketing, Websites and business
Wednesday, March 10th, 2010
I was recently invited by Andy Hayes of Travel Online Partners to be a guest on his TOP radio show. Being someone who loves talking (!), of course I said “yes”.
How to ask for feedback
Wednesday, March 10th, 2010Make it easy for your customers to give you the feedback you need, and capture the good and the bad…
How effective are your energy-saving measures?
Wednesday, March 10th, 2010It’s good to see so many hotels doing their bit for the environment. What concerns me is how ineffective these measures appear (from a customer’s perception at least) – despite the potential positive impact on their bottom line at a time when most could do with a boost.
When to ask for feedback
Tuesday, March 9th, 2010Face-to-face feedback will always be the most effective and ideally we need to get feedback before it’s too late to do something about it. If what you have provided fails to meet expectations you’d rather know about it before the guest leaves so you can resolve it, rather than waiting for them to put their comments on TripAdvisor.
Are your breakfast profits going in the bin?
Tuesday, March 9th, 201010 tips to cut down on waste at breakfast service
Do you find it difficult to delegate?
Tuesday, March 9th, 2010Why employ staff at vast expense and then not utilise them thoroughly? A recent survey by Learndirect Business found that nearly two thirds of the people surveyed felt that they had talents that were not being called upon.
99 actions to fill your hotel with the guests you want – all the time
Sunday, March 7th, 2010
Download a FREE report by Hotel Success Handbook author Lucy Whittington for actions you can take right now to get the bookings you want for your hotel, B&B, holiday rental or guest accommodation.
How To Keep Meeting Hosts Happy and Encourage Repeat Bookings
Sunday, March 7th, 2010If you want to get repeat business from your conference organisers, you need to keep the conference host happy. As a regular user of conference facilities here is my hit list of the things every hotel or conference centre needs to remember to get the organiser (and delegates) going out of their way to come back to your hotel