I’ve been trying to come up with a few things that I, as a regular customer at guesthouses, hotels and restaurants, expect. Here are a few:
Customer Expectations (Images from Pinterest.com)
– I expect to feel welcome
– A smile always goes a long way
– I want to experience as much as possible while visiting
– I want to feel special and appreciate any extra effort made to make me feel at home
– I want the service to be exceptional, timely, positive, precise and innovative
– Consistency is always a good thing
These are only a few customer expectations. What do you expect from a hotel?
Getting to know your customers is a challenging, yet enriching task. I call it a task, because it is. It is your responsibility to know who your customers are, where they are from, what they need and what they expect from your company.
Journey mapping, or rather customer journey mapping, allows you to do just that and Travelling Mystery Guest would like to help you make the task easier!
Travelling Mystery Guest invites you to join in on the fun at the upcoming Customer Journey Mapping Workshop, taking place on 3 June 2015 at Eagle’s View Guest House & Conference Centre.
Customer Journey Mapping Workshop
Delegates will get to have some fun while getting to know the different types of customers, different customer behaviours and the process of mapping out your company’s customer journeys in detail. Why? Because having this information at hand, allows you to train your employees to cater to your customer’s every need, it encourages new, innovative ideas on how you can “wow” your customer and it provides you with some information on possible service gaps that need your attention.
Would you like to join in on the fun? Contact Renate de Villiers on 082 336 1562 / firstname.lastname@example.org for more information or book via Travelling Mystery Guest’s Facebook page.
Follow Travelling Mystery Guest on Twitter: @TravellingMG
Workshop: Customer Journey Mapping
For whom: Anyone who would like to improve their customer knowledge and who would like to expand and develop their company’s innovative, yet customer focused service.
When: 3 June 2015
Where: Eagle’s View Guest House and Conference Centre, 1 The Gallery, Ribbon Road, Little Falls, Roodepoort
Time: 08:30 for 09:00 until 17:00
Included: Snacks, coffee and tea, lunch, workshop booklet
What to bring: Laptop, pen and paper, thinking cap, creative ideas
BOOKINGS:Contact Renate de Villiers on email@example.com / 082 336 1562
Not too long ago, Travelling Mystery Guest was just a dream to me. I can blissfully say that the journey is getting even more exciting and awe-inspiring by the day! Hence, I am over the moon and jumping for joy, because today I have the privilege of introducing you to Travelling Mystery Guest’s very first, officially appointed employee: Ilka Steyn!
Welcome, dear Ilka, to Travelling Mystery Guest. May your travels with TMG be both motivating and inspirational.
Ilka will be assisting TMG with some fine marketing tactics, some new, innovative ideas for our blog and she will also help out with our social media management facilities.
Her 5 favourite things to do are:
2. Being creative, whether it be writing or crafts
4. Playing with and walking her dogs
5. Spending time with loved ones and friends
Her favourite wine is Beyerskloof’s Pinotage and her favourite restaurant: Papa’s at Duncan Yard, Pretoria.
Keep an eye out for her first blog post: 10 of the worst things to say to a customer
– Personalised web experiences. Hotels are starting to use customer information found online to target customers based on their preferences and online behaviour.
– Mobile keeps growing.
– Mobile payments for mobile hotel bookings.
– Taking ownership of your brand’s voice on all the different channels, including social media, TripAdvisor, etc.
– Paying in order for content to be seen on social media platforms.
– Becoming more customer-centric (human-to-human) and tailoring products and services around customer personas, expectations and experiences.
– Growth in visual storytelling, allowing hotels and restaurants to develop a vibrant and engaged community.
– Content that creates excitement and stirs emotions.
– Targeting Baby Boomers, currently the wealthiest generation, as part of the marketing strategy.
Apparently there is a restless palate syndrome going around, especially among the millennials. Think bold, crazy flavours and you’ll be trending!
– Root vegetables, i.e. celery root, parsnips and kohlrabi
– Seaweed is now being used as packaged snacks, in seafood sauces and poaching broths and not only in sushi anymore.
– Sweet-spicy sauces, condiments, jams and jellies like piquant honey, jalapeno honey, ginger-citrus honey and more.
– Vegetable yoghurts. Haagen-Dazs in Japan even has two vegetable flavoured ice-creams!
– Hummus has “out-trended” salsas.
– Bacon is not a trend anymore. Rather think guanciale, pancetta, fried pork ears, pork cheeks and ‘ndjua, a spreadable, bold flavoured sausage from Calabria.
– Cocktails with beer, shareable punches and herbal liqueurs.
Customers in 2015…
– Share selfies and photos of experiences.
– Prefer smaller and more flexible dining portions.
– Are always connected
– Are opinionated and share it with their friends
– Consider trust as convenience
– Are value conscious
– Require immediacy
– Ignore advertisements
– Seek authenticity
– Follow rituals
Thanks to our sources:
It’s not always easy to know what your customer expects, which means you are not always able to provide them with the best possible service. If you knew what they might need or expect within the next few minutes, you’d be able to assist them without them having to request assistance.
Travelling Mystery Guest invites you to attend the upcoming Customer Journey Mapping Workshop on 3 June 2015 at Eagle’s View Guest House and Conference Centre, Roodepoort. Here you will be able to create your own customer journey map, identify different types of customers and their possible expectations. We’ll get into your customer’s shoes, put on our thinking caps and jot down the various touch points where you can “wow” your customers.
Journey Mapping Workshop – 3 June 2015
Journey mapping helps you to identify “touch points” with the customer where you have the opportunity to “wow” them. A few of these touch points include engagement on social media, guests’ arrival at the hotel’s security gate, guests’ checking in process at reception and many more. These touch points can also differ from customer to customer. A business man’s expectation during the check-in process might be for it to be as quick as possible, where a family on holiday might expect welcome drinks and welcome kits for kids on their arrival.
For more information, contact Renate de Villiers on 082 336 1562 / firstname.lastname@example.org
Book now by completing the form HERE or pop Renate an email.
The reception area (with the exception of the security gate) of any hotel or guesthouse is the very first impression as part of the customer’s journey guests experience at your venue. With that in mind, we’ve put together a checklist of things you might have to keep in mind for your guests’ arrival:
1. Smiles and friendliness
2. A welcoming body language
3. Porters, offering assistance with luggage from the parking area.
4. Luggage trolleys (optional, but ideal for larger venues)
5. Neat, professional appearance of all staff members.
6. Name badges for all staff members.
7. Additional seating for when guests need to wait a while.
8. Welcome drinks and snacks (optional, but always impressive)
9. Fact sheets of the venue
10. Additional information about the surrounding area and things to do
11. Maps of the facilities, if it is a large hotel complex
12. Branded confirmation letters, writing pads, pens, envelopes, etc.
13. Booking options for on-site spas, restaurants, golf courses, etc.
14. Key cards / keys for rooms
15. Key card holders (branded)
16. Luggage storage facility
17. Luggage storage tags (branded)
18. A general safe for guests’ larger personal items.
19. Safety deposit procedures in place.
20. Rate your stay / rate your dining experience cards
21. Dental kits
22. Sewing kits
23. Sanitary kits
24. Shoe mitts
25. Additional shower gel, shampoo and body lotion
26. Additional wrapped soaps
27. Additional shower caps
28. Cell phone chargers for all the different cell phones
29. Two point plugs and universal plugs
31. Candles (if there is no generator, which should be seen as a necessity in South Africa these days…)
Can you think of anything else? Perhaps you’ve stayed at a hotel that had some additional items that impressed? Let us know by commenting below.
Sources: The EveryGirl