Returning customers are our dream. Aren't they? They could be the difference between success and failure, especially as the hospitality and visitor attraction sectors fully reopen. So how do you influence them returning?
There are many things that contribute to a visitor making a decision to come back. Some cost money, but many are free and they are the ones that can make your place stand out.
Consider this:
1 Smile - and give people the best welcome they've ever had - make your visitors remember your people.
2 No-one can offer them what you can - find out why people visit, maximise it and make your place memorable.
3 Give them an experience they'll treasure - it could be an event or a one-off, but it could equally be a view, a walk or a person they talk to.
4 Change it. Make your place come alive throughout the year giving people a reason to come back. And don't forget to tell them you're doing it!
5 Say thank you. The tourism market is awash with choice. Tell visitors you appreciate them and it doesn't have to mean free cake. Just say thanks.
It's not complicated and it's really worth investing time in basic customer service training. Make it fun and and keep coming back to it as a reminder.
Do you feel confident you're delivering at your best every day? I've delivered training to my own teams and can help you shape a programme for your people.
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