Negative word of mouth spreads faster than positive word of mouth. With 43% of guests who will not likely return to a hotel in the future, this is an eye opener.
According to hotel and motel management we have provided services for, more than 20% of guests who have spent more than $250 a night said that they had experienced some sort of problem during their visit. Furthermore, guests who experience a problem are 43% less likely to return in the future. This is a big deal in the hospitality industry.
With this relationship between problems reported and decreased guest loyalty, it is pertinent to keep service up to par to avoid losing market share. Unhappy guests tend to tell others about their experience even more so than happy guests. This means that negative word of mouth spreads faster and has the potential to damage your business’s reputation. Here’s a fact: Yelp gives power to the people. If you are not regularly challenging yourself to provide customer service excellence, Yelp will reflect these efforts. Ergo, profit loss will be imminent. Why even take the chance?
Hospitality professionals know that the answer is to deliver extraordinary levels of customer service. Go above and beyond for your customers. As a hotel manager, or any business manager for that matter, be sure to know how your guests are being treated. Make note of both good and bad experiences in order to pinpoint areas of improvement or reward for top performing employees.
This is where Advanced Feedback comes in. We provide professional mystery shopping services that will undoubtedly deliver you and your business results. Browse or website today and see if our award winning services are right for you.