The Customer is Always Right

Editor’s Note: Here at Dispatches, we are always looking for ways to help our readers do things. For some of our readers, that means helping navigate the working world, for others, it means assisting in the ever challenging question, “what’s for dinner?” For still others, it means figuring out how to balance family life with everything else. In an effort to aid in all of these endeavors, we have collaborated on this article written specifically for our readers.

Whatever your business, the aim is to provide a successful customer experience. With the hospitality industry, that should be your absolute focus. The nature of running a hospitality business, whether it is a hotel, restaurant, or bed and breakfast, the customer is always right. Here’s how to keep that from sinking your business.

Understand Your Market
Ignoring what your customers want and need is a recipe for disaster. The market you are aiming for should dictate everything that you do as a business. If you are a restaurateur, your eatery should serve the food that is most popular in your target market. If you are a hotelier, your pricing should be in accordance with your target market’s budget and the services you provide. Listen to your target audience first and find out what they want. Then elicit feedback and make adjustments accordingly. 

Market Yourself Appropriately
Appearing on the right websites, such as customer feedback sites, you are helping the business’ word of mouth spread in an organic fashion. Your own website is an important tool to communicating yourself too. If you have bed and breakfast or a hotel, consider using a Hotel Digital Marketing company to help tailor your website to the right customers.  

Treat Your Customers Well
The staff and the service you provide should leave your customers with a positive impression. By having a Basil Fawlty type character constantly acting rude will keep customers from returning and give your business negative word of mouth. Maintaining a consistent quality, from the beginning right through to the time the customer walks out the door is the only approach that works.

Have Consistent Staff Levels
People hate waiting, particularly if they are paying for a service. If the restaurant or hotel is understaffed during peak times, like lunch hours, the guests will not be impressed with your efforts. Understanding the trends of your customers will help you maintain good staffing levels.

Have Open Communication
As a business owner, an “open door policy” is vital to your staff. With the hierarchy in a restaurant, such as junior employees and staff management, it makes for an unequal organization, but an open door policy can help even the field. A transparent organization works well for both staff and customers.

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