Marketing may begin at home, but if it stops there, you’re probably missing opportunities.
Ideally, you also want your customers speaking highly of you. The best proof is social proof. Try as you might, it’s difficult to boost your credibility without third-party validation.
So, how can you go about “wowing” your guests? What can you do to gain their approval and praise?
Here are six ways you can leverage your customers to build your brand.
The basics must be taken care of. Your rooms must be comfortable, clean and tidy. They should meet all modern technological requirements, and be equipped with essential conveniences.
Your rooms can make or break the customer experience. If you want to impress your guests, then do everything in your power to ensure they have the best experience possible.
Technology has made it easy for guests to book, check in, and checkout at hotels without human assistance. But if you leave it all to technology, you may be missing valuable opportunities to connect with your customers.
Human connection is still important, no matter how efficient and convenient technology makes your business. If you want to “wow” your guests, you must utilize every touch point to show interest in their concerns or needs, and be willing to fulfill their wishes if there’s something they require.
Who is more likely to speak positively about your hotel – someone who’s staying with you for the first time, or someone who’s stayed at your property multiple times?
Repeat guests usually come back for a reason. There’s a good chance they like your hotel and will utilize it often. Engage these guests with surveys, or encourage them to write an online review. Take some extra time and care in connecting with those who love your hotel.
The location of your hotel plays an integral part in your guest’s willingness to say something positive about your business. Naturally, if you’re already an established hotel, you can’t very well pick up and move. So, the most important thing you can do is ensure you’re marketing to the right audience.
Hotels located centrally are often more convenient for a variety of reasons, not the least of which is proximity to a variety of amenities, services, conference centers, and so forth. But this doesn’t mean that hotels on the outskirts of town are at a distinct disadvantage. Again, it comes down to the customer and their needs.
It’s surprising the number of businesses that desire feedback and yet don’t bother to ask their customers. When you ask your customers what their experience was like, it makes them feel important. So, don’t hesitate to ask!
The feedback you receive may not all be positive. But even constructive criticism can be helpful. You can use it to improve and to address oversight.
With more and more people becoming health conscious, it’s important to offer a variety of dining options. If guests feel like there is only one place they can eat, or if there aren’t any suitable options in the area, they are less likely to become promoters of your place of business.
If you have a restaurant on-site, then you have some control over what you offer. You may consider expanding your menu or at least creating more options for your guests who might have a specific diet regime they follow.
You may not have control over all the above, but these are the factors guests tend to look at when considering whether to endorse you. Naturally, the more endorsements and positive comments you have, the better. So, take time to evaluate what you could be doing to boost your hotel’s appeal.