Common Customer Service mistakes that could drive your guests away

People often drone on and on about the times they were received rudely at hotels or about the times their concerns were not paid any heed to. That is because it is very difficult to forget a bad customer service experience. The hospitality industry revolves around customer service. Hospitality isn’t just about providing guests with a comfortable place to stay, it is giving them an overall positively memorable experience by treating them cordially and addressing their needs and concerns patiently and understandingly.

An unsatisfied or angry guest not only results in damage to the lifetime value of a customer, but also in the loss of referrals which are of undeniable importance in the highly competitive hospitality industry. Having a bad reputation for displaying poor customer service skills at your hotel can only cause mounting problems to the brand. So, let us take a deep dive into some common customer service mistakes and how we can avoid them.

Poor Employee Treatment 

Employee satisfaction is regarded as a foundation in the hospitality industry because it ensures that employees will treat their visitors with the utmost respect. Basically, an employee's satisfaction with their job can lead to better performance, which in the hotel industry can be seen very quickly. Your employees are also representatives of your hotel which is a crucial point to remember. For example, the behaviour, etiquette and respect which is displayed at the front desk by your receptionist automatically plays a huge role in your guest’s initial impression of the services you are providing. There have been instances wherein potential guests have even walked away before checking in due to rude or uncaring behaviour portrayed at the front desk.

Making your guests feel unheard 

From a very young age, we were told to “Listen!” and that is applicable to us even today. One cannot stress enough about the importance of listening closely. It can build trust, help eliminate conflict, resolve misunderstandings and encourage empathy. In hospitality, not only is it important to listen to your guests in order to solve an issue at hand, you also need to make your guest feel heard. You might care about your guest’s concerns and needs but if you don’t show it, the communication becomes rather unfruitful. Acting uninterested or dismissive only mounts to the guest’s frustration thereby helping nobody. Customer service professionals need to know how to lend an ear to a guest’s distress and also act well accordingly.

Not following up

You were able to tackle a problem? You got something fixed? Great! Now, make sure you follow up with the guest and check up on them. Just solving an issue or addressing a concern isn’t enough, you need to show the guest that you care about their well-being enough to put in the extra effort. Call up their room and make sure they are satisfied with the solution you provided. It can be something as simple as asking them about it when you see them in the lobby. What matters here is that they know you cared enough to remember it.

Disregarding feedback

Most hotel guests read online reviews before making a decision. Failure to pay attention to guest feedback will have a negative impact on the online reservation stream. When negative reviews outnumber positive reviews and the hotel does not respond, online potential bookers become concerned and look for alternatives. An unhappy guest at the hotel is easier to manage than a checked-out guest. If and when you receive the negative feedback, it is of crucial importance to get it fixed soon rather than shrugging it off saying, “It is what it is.” You never know when a negative review will lead to an innovation that changes your business for the better.

Of course, it is no secret that not everything can be controlled. Every guest is unique and you cannot always predict their reactions, desires and expectations. You just need to be prepared to face any situation that goes south. The key to hospitality will always be to be patient, calm, understanding, and empathetic.

Note: The views expressed in this article are that of V.M. Salgaocar Institute of International Hospitality Education and do not reflect/represent those of Shiksha