RE: SEC-S20W3 | My Business Ideas |Marketing Strategies
I love the structured way you have highlighted the importance of customer satisfaction. In fact, after reading that section of the post, there’s no way the customer won’t rate your business with 5 stars and when they come for holidays again, your place will be the first place that will come to their mind.
I’ve a quick question to ask. I’ve been in hospitality industry for a while before Covid struck and I moved on. But during my time as a bar supervisor, there was this challenge that came up with delegating authority as a result of the expansion.
Seeing your post of expansion reminded me about it. Let’s say the expansion of your business has taken place, you have also hired additional house keepers and marketing specialists. how do you picture balancing the personal services you currently offer with delegating responsibilities? Will the expansion impact your ability to maintain that same level of personalized service you offer to the customers??
Awh!! Now these are two brilliant questions!
The most important factor in life and which is also applicable to a business is first impression. You will notice that with the expansion of the business, I have kept the most important part of the whole process for myself, that first interaction.
For example. When I receive a booking from a booking platform, I will always phone the guest to introduce myself. I will confirm the booking, what is provided and what is not, and then I will also ask about requirements. For some of the guests, I would even go as far as doing their initial shopping to stock their fridge for them. I will also send them two videos of the property and some photos so that they are well aware of what they are getting. From there, I will contact them the day before they leave and send them an early morning message to wish them a safe journey and send a location pin.
I will delegate some of my other work if I have to, but not my "meet and greet." (•ิ‿•ิ)
Next, let's take a restaurant where there is a front-of-house manager and waiters that can greet the customers. 90% of the time you will be greeted by the waiter, and 90% of the time you will find a manager asking you if everything is okay when you are sitting with a mouth full of food.
I will return to the restaurant where the 10% is. I want to be greeted by the manager and not by a waiter.
I hope that answers your questions. (•ิ‿•ิ)
PS: Thank you for the visit!
Seriously, u really need to be a consultant in many of these hotels in Nigeria.. your experience in the hospitality business is really impressive.
I really don’t know if it’s because you are the owner that is the reason you are so involved in the business and won’t let it fall apart.
Do you think that is what is affecting some businesses of today.. by handing it over to managers to manage it, while the owners do other stuffs??
I've been in the hospitality industry for more than 20 years. I've seen it all. (•ิ‿•ิ)
As for being the owner, it sure helps. If you are a good operator, you will always be hands-on. This I have been in all my businesses.
Unfortunately, when business owners start making money, they are more worried about spending it than doubling it.
THE QUEST TEAM has supported your comment. We support quality posts, good comments anywhere, and any tags
@sduttaskitchen
Thank you! 🎕
True.
Being greeted by the manager gives this sense of awareness that the company has your best interest at heart.
Before now, I'd bet that receptionists, flight attendants and their likes were the only ones who needed excellent customer service skills. But you've opened a new window in my mind's eye.