Clients should be interested in booking their next stay with you before they even leave.
We work hard to give our clients a great experience. Destinations and travel specialists often track their repeat business, and strive to discover why those who visit their hotel, etc. return (and even why they don’t). As an industry professional, we don’t have to tell you the ways in which this is done: social media, travel review sites like TripAdvisor, mailings, person-to-person calls and emails, and so on. These methods can glean a wealth of information regarding your clients – and you should be aggressive in utilizing them to their fullest potential. But there are a few things that the average (though none of our clients are ever “average”) traveler looks for regardless of their reason for staying with you. Here are a few things to consider when asking yourself, “Why do my clients choose to (or not to) come back for another stay?”
- When your clients leave, return home and back to “normal life,” what is the mental picture they see when they think back to their stay with you? They certainly get a mental picture before they arrive – by way of your website photos, social media postings and so on. Are these images true to reality? Can they take these images home with them and say, “Yes, that is what it looked like! That is exactly how I remember it!”
- For a lot of clients, the social atmosphere at your hotel or resort is very important. They may search for a nice lounge atmosphere or a nice outdoor pool, veranda, etc. We often forget that many people travel alone, and they are often looking for an opportunity to “let loose” at the end of the day; a chance to interact with other traveling business people. No one can deny that when most traveling business people state one of the main reasons they love their jobs, they state, “…because I met so many interesting people along the way.” What special business-traveler bonus does your destination include that allows this demographic to mingle and interact socially?
- There isn’t any place in the world, no matter how big or small the town, that doesn’t have a one-of-a-kind attraction. What is yours? If you don’t have something in the back of your mind, begin thinking about what it might be – what sets you apart? What can someone do close to your hotel that they can’t do somewhere else? It might be something as simple as an unusual landmark. It may be that someone very famous once graced your lobby or a suite in your hotel. It could be that there is a famous diner close by that touts the “best milkshakes in the lower 48.” Whatever it is, use it to your advantage.
- The extra mile is the topper. Something different that gives you oomph. Something that makes your client feel special; that they look forward to. Double Tree by Hilton is world famous for their warm cookies they pass out to guests upon arrival. Hard Rock is known for their amazing collection of in-room music and video selections. And the small B&B where I stayed a few weeks ago – they are known for bringing full silver tea service to your room within 30 minutes of your arrival – scones and all – at no extra charge. They even serve you with white gloves. What’s your oomph?
What gives your client’s the desire to return? Name your OOMPH!
Getting guests to come back is always a challenge, even when they give you rave reviews. It is important to remind them of your friendly upgrades and to mention these upon their arrival and departure. Find your oomph – and then Facebook us at www.facebook.com/dynamicsalessolutions or tweet @selldynamically using the hashtag #oomph.