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Secrete de Dragobete – 6 metode prin care arati ca iti iubesti oaspetii

21 February 2019

Titlul suna cel putin ciudat, stiu. Dar citesti si asta arata ca iti pasa de oaspetii care iti trec pragul. M-am gandit ca fiind luna februarie – luna iubirii, poate fi si luna in care le aratam oaspetilor nostri cat de mult ii apreciem, desi ar trebui sa facem asta tot anul. Atat in relatia de cuplu, cat si in business.

Te invit sa te gandesti cu mare atentie la experienta pe care iti doresti sa o livrezi clientilor tai, la cum iti doresti ca ei sa se simta atunci cand achizitioneaza bunul pe care il vinzi (in cazul hotelierilor – cand beneficiaza de noaptea de cazare).

1. Concentreaza-te pe ce experienta vrei sa oferi.

Cat de bune sunt serviciile hotelurilor tale? Cat de bogat este micul dejun? Cand ai schimbat ultima oara saltelele si lenjeria? Ceri un feedback? Arati clientului ca il apreciezi? Cum?

2. Sarbatoreste iubirea.

Sincer, cat de greu poate fi? Decoreaza receptia, imparte bomboane si surprinde-i. Este ok sa pui petale de trandafiri acasa pe pat si sa aprinzi lumanarele parfumate, dar e ridicol sa imbraci o fata in ie care sa ofere bomboane? Cine spune?

3. Timpul pentru promotii si oferte.

Asta da spirit in ospitalitate. Oamenii iubesc reducerile, ofertele – si noua hotelierilor ne place sa fim speciali. Nu este o ocazie doar pentru cluburi si Glovo. Si daca nu vinzi, turistii vad efortul.

4. Afla ce vor oaspetii sa le oferi.

Cum le spui bun venit, la fel de bine ii poti intreba si cum s-au simtit. Daca sunt prea multi, atunci foloseste-te de cateva chestionare scoase rapid la imprimanta si afla ce iti lipseste. Cere feedback, nu lasa review-ul sa ajunga pe Booking.com daca poti face ceva inainte.

5. Personalizeaza.

Ofera o scrisoare de bun venit scrisa de mana sau doar semnata. Daca ai buget, personalizeaza ciocoalata sau pur si simplu recomanda-le oaspetilor cum sa isi petreaca timpul printr-un flyer adresat lor (completat cu numele). Micile atentii fac marile hoteluri… ups! momente.

6. Ofera-le motive pentru a se intoarce.

Sunteti oaspetele nostru si vrem sa va oferim un discount data viitoare cand veniti la noi. Data viitoare, va oferim la sejur o noapte gratis (Like a good pick-up line, this one works every time).

Apreciaza-ti oaspetii si impreuna veti creste business-ul tau. Imagineaza-ti ce surprinsi vor fi cand vor primi o simpla bomboana sau vor vedea interesul tau pentru sarbatorile romanesti. Ofera un mar romanesc, un zambet autentic, o sticla de vin… Chiar nu conteaza ce oferi. Conteaza sa oferi.

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