As many of us return from summer vacations did you go through the hotel check in experience…waiting in line ready to be processed, or like the dreaded airport security queue?
The Arrival…
The analogy of a reception desk generally being the first interaction with a guest when they arrive is like a customer when they first engage with a business – in person or electronically. The journey often starts there.
Don’t misunderstand me I love hotels, and there are some outstanding reception desks and staff out there, just like businesses, both good, bad and ugly.
The best check in experience goes to Stock Exchange Hotel Manchester. Feeling welcomed, relaxed and that I was important to them…almost a thank you for coming before I had spent any money.
It made spending money at the hotel a seamless experience, just how all customers in hotels or business should feel and for everyone to benefit.
Open Door Policy?
In your business is the door closed and a big desk awaits. Is the bigger the desk the more important the person behind it, or the more intimidated visitors feel?
I learnt from experience – I thought I was a nice guy, very approachable, but having pieces of paper pushed under my closed office door…at the end of a corridor…was a tell tale sign that I had put barriers up…unintentionally.
Does this resonate with you or the business you work in?
Handling Customers Correctly
It’s important to handle customers correctly throughout, but especially at the start where initial impressions are formed.
When does customer service become sales, and is the hard sell necessary? Think about your business, are your customers likely to spend more money by being treated to a great check in service…or do they simply want price and availability information (which works for some businesses, and they should stick to that!)
And when you leave who is the last person you typically see…the reception desk again or in a B2B setting this could be a delivery driver with that final interaction.
The Departure...
During my summer vacation I checked out of a hotel after a 7 night stay and reception were polite, processed my room extras bill efficiently, but never once asked me if I had enjoyed my stay…not saying that was my lasting memory, but it annoyed me.
How do your customers get treated at the end of their interaction in your business?
Generating additional revenue is key to many businesses, upselling in retail and hospitality is more obvious but why not in Manufacturing or Service businesses. Do you need help identifying that hidden potential revenue, get in touch ian@zestbc.com
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