complaints

• Economie
• Secundair onderwijs

complaints

Why do guests complain?

Why are expectations sometimes greater than reality?

Why do people travel?

"We didn't receive what was promised in the advertisement"
your solution:

"The condition of the proporty was very poor"
your solution:

"The proporty wasn't clean"
your solution:

"The service we received was terrible"
your solution:

When responding to the guest, what are the do's?

The do's

• Listen to the guest. Acknowledge the issue they raise and show empathy for the problem.

• Promise to act on the feedback they have given.

• Tell the guest their complaint will result in improvement to your business.

• Thank the guest for providing feedback to you.

• Consider refunds (full or partial). It is better to give comfort than to have a long-term negative ambassador for your business.

• Act on a permanent solution to the issue. If one guest raises a matter, you can be sure that others are also experiencing it but not telling you.

• Respond to written complaints in writing as soon as possible.

• Review advertising material for accuracy

When responding to a guest, what are the don'ts?

The dont's

• Be defensive and give excuses. Accept what is said and move on.

• Tell the guest that they are the first person ever to mention this problem.

• Take the feedback personally. This is sometimes hard but rarely is the complaint about you. It is about what your valued guest did not get.

• Get upset with or show annoyance with the guest, either face to face or in writing.

7 stept to eliminate complaints and increase repeat bussiness:  

6 steps to eliminate complaints and increase repeat business 

Any ideas?

7 stept to eliminate complaints and increase repeat bussiness:  

6 steps to eliminate complaints and increase repeat business 

1. promise only what you can deliver 

2. Determine the market price 

3. Add some surpise (something the guest wasn't expecting)

4. The guest is always right 

5. Establish a continuous guest feedback system

6. The feedback loop