Abhijit Sarkar, Vice President & Country Head-Corporate
Real Estate, Administration & Facility, ShareKhan
Excellent customer service is vitally important in all businesses. The customer is important because without the customer most businesses would not exist. Potential customers often have many choices for places and services in/on which to spend their hard-earned money, and they will reward a good experience by both returning as well as, hopefully, telling their friends and associates about it, thus bringing the business more customers. Unless a company values its customers and treats them accordingly, those customers will leave and go else where.
Every business needs to keep customers and clients happy, but in the hospitality industry it's so vitally important to keep guests engaged in order for the business to grow and prosper.
"Businesses need to be aware that it’s becoming ever more popular for guests to leave a review of their experience on a number of feedback sites, whether their experience was a good or bad one"
The hospitality industry is an industry judged by people who are using their disposable income and free time to do something they seek pleasure from, so they are definitely less forgiving. Focusing on the customer will give you the best chance at success. Be flexible and create a dream team of polite staff.
Customers are at the heart of the hospitality industry. No matter what service you provide, you need to have a clear group of individuals who would see a value added from your product or service. This means your quality of service and reliability must be on the money. Focus on your product, employees and your target market, and you will see success.
The product you are offering is integral to seeing customers come back. If people don't like what you're offering, you won't see returning business. Therefore, you must focus on what you are providing. Remember, this industry is over-saturated, but there is always room for a good product. If you run a top restaurant, pay attention to your chef because he or she is the person who will be creating the product that will be judged by customers. A great way to see what people like and want is to check review sites such as Trip Advisor. This will help you cater to your customers; after all, they are the ones who will ultimately keep the business a float.
Almost as important as the product is the quality of the service you are providing, so good employees are essential. As hospitality businesses are customer facing, we must ensure that we meet customers with our best foot forward. Focus on creating a dream team of polite and friendly staff, and our customers will be sure to recommend our business to others and come back again.
Excellent customer service is vitally important in the hospitality industry. For example the hotel guest and the representative of the hotel, it is the first opportunity an establishment gets to impress and create a lasting great impression.
Here are five top tips that ensure other business in the hospitality industry provide their customers with a positive and memorable service.
1) Customer Expectations
Satisfied customers are looking for a memorable experience and an energetic service, where it matters the most. Businesses need to be aware that it’s becoming ever more popular for guests to leave a review of their experience on a number of feedback sites, whether their experience was a good or bad one. Hospitality outlets need to me mindful of this as bad feedback can be extremely damaging.
2) Deliver on your Promise:
Any business needs to keep customers and clients happy, but in the hospitality industry it’s so important to keep guests engaged in order for repeat business and for referral purposes. For the customer to return all you need to do is deliver what was promised, if you can exceed expectation where possible this is always a good tool to help gain referrals.
3) Be Realistic
Remember to be realistic, don’t big your business up if it’s not 5 star, don’t say that it is, as this only sets expectations for the customer, and excites them only to disappointed when they find out it’s more of a three star standard.
4) Customer Loyalty
Remember happy customers are loyal customers, go the extra mile if needs be, provide additional items where possible, this always tends to impress. Just remember, customers are the most important part of the business without them what would you have - focus on them at all times - and they will be happy.
5) Feedback is Important
If a customer is unfortunate enough to have a bad experience, for any reason, you need to make sure it’s made easy and clear for them to tell you about it. At the same time be understanding and allow them to get it off their chest to you, so they’re not inclined to tell someone else. Try hard to fix the problem - communication is key - and remember keep calm and try to resolve the situation so the customer ultimately goes away happy.