I was booking into a hotel recently. Well my client was doing the booking I was standing back just watching what was going on behind the reception desk.
There were five young ladies and one young man behind the desk, and I was watching them going about their business.
Efficient – yes. Warm and friendly – no way!
It looked like my client was being interrogated rather than being welcomed as a valued client.
I was watching one of the receptionists dealing with a slightly irate customer at the end of the desk. I couldn’t hear what he was saying, but she was obviously not saying much if anything.
But her body language was communicating loud and clear, ‘I don’t know what to do here. I don’t like the way this man is speaking to me and I wish he would go away.’ She had no idea how to deal with a difficult customer.
This is a good hotel. I had a great room; it was quiet and cool with a comfortable bed. I had an excellent breakfast. My room was next to the spa and fabulous swimming pools. But I’ve stayed in hotels like this all over the world, and I’m sure there are similar hotels I could choose from in the city I was in.
When I checked out, I was asked to wait while they checked the room. The receptionist’s demeanor gave me the distinct impression that she thought I had the bath towels and the TV in my suitcase.
So what would make me decide to come back to this hotel – nothing. The only differentiating factor between this and any other hotel is the people, and of course, they didn’t do it for me.
When customers are asked what they want from the organizations they do business with, one of the first things they say is – ‘warm and friendly responses.’
Last week I was checking out of a hotel in Singapore; no waiting for a room check there. The last words I heard from the receptionist with a lovely smile were, ‘Thank you for staying in our hotel Mr. Fairweather, I hope you’ll come back again. And of course with that ringing in my ears, there’s a good chance I will.
It’s not enough nowadays just to supply a product or service efficiently. It’s how the people in the business communicate with the customer that’ll decide whether they come back and recommend to other people. And of course, in the hospitality industry, that is absolutely vital.
The majority of people are warm and friendly; they just have to be trained, allowed and encouraged to demonstrate that to the customer.
About the author
Article by Alan Fairweather, International Speaker and the author of, 'How to be a Motivational Manager, ‘How to Manage Difficult People' and ‘How to Make Sales When You Don't like Selling'. Visit: www.themotivationdoctor.com, for more information.
