I know that one thing many accommodation providers always want is more repeat bookings and so I thought I’d share how to maximize customer satisfaction and keep your guests coming back again and again.
To be honest with you the trick to retaining guests is very simple:
You just need to keep them happy!
Keeping the guests you serve happy is one of the best marketing tools you have. Studies show that, on average, it costs between 6 -7 times more to bring in a new guest as it does to keep an existing one.
So here’s three things you can do to help you do just that:
OK, are you ready?
My number one tip is to offer a quality product
I know it sounds obvious but a quality offering will keep guests happy and encourage them to return again and again.
When’s the last time that you seriously looked at what you offer from your guest’s point of view?
Take some time out this week and review everything with a critical eye. Is there anything that you can do to improve your offering even further? And, don’t forget, make sure you are always going one better than your competitors.
Tip No 2 is to target the right guests
One of the best ways to retain guests is to target the right ones to begin with. Only then will your guests really value your offering.
Do you have a clearly defined target market?
Have you identified your ideal guest?
You need to do this work and then make sure all your marketing materials talk the language of your ideal guest, whether it’s your website, your social media postings or an advert in a guide?
If you are not really clear on who your target market is then I seriously recommend you put time and effort into working it out.
Tip No 3 is to incentivise them
Now, I don’t mean paying them to come and stay with you but rewarding your best guests for their loyalty is essential if you want repeat bookings.
How do you reward their loyalty?
Do you have a loyalty scheme in place?
Do your best guests benefit from exclusive offers?
Whatever way you do it, you need to make sure you reward your best guests for their custom.
Until next time, remember …
So just to recap, if you want guests that come back again and again you just need to wow them. Quite simple really isn’t it!