What makes a customer change?

Experts say that our customers are constantly changing. I suppose it is true, as customers are people and people change. But why? What makes customers change? Here are a few reasons for change:

Technology

Like we have different generations (Baby Boomers, Generation X and Y and more) we also have different technologies that the generations are comfortable with. Some parts of certain generations adapt, others not. They say generation Y is the Twitter generation. Boy, would I like to see my mother Tweet! It’s two different generations growing up with different technological habits. For many of our parents television was a luxury. Today we stay up to date with news via Twitter. It’s quicker, allowing for a faster pace and more knowledge on a wider variety of subjects, which means our customers want faster service and are more educated than ever with a pace that increases daily.

Life stages

Loyal customers, those people who return time and again, also change. We need to be sure to change with them in order to keep them loyal. A teenager who came to drink a milkshake at your restaurant close to the university will become a student who would like to enjoy a beer at the same spot a few years from now. It’s about getting to know your customers and giving them special attention. The guy who attended a party at your establishment yesterday might bring his wife and children to your restaurant a year from now. It’s about remembering.

Social Responsibility

Customers are becoming increasingly aware of the importance of social responsibility. If they can be part of your initiatives toward having an impact on your community, they might support you even more.

Green considerations

More and more travellers prefer to stay at hotels and guesthouses that take their environmental responsibility seriously. Do you?

Environmental Responsibility

Environmental Responsibility

Previous experiences and expectations

People experience things and then set a certain standard with which they are comfortable. They also hear about places and attractions from friends, which creates a certain expectation. Be sure to live up to that!

Increased health requirements

There has been a tremendous increase in food related illnesses and allergies. We need to be aware of these things and cater for them too.

Economy changes

This one I don’t even have to mention, because we all know what it takes to keep afloat in trying times. Our customers feel the same. We need to be willing to amend and change with them to show them that we care and we understand. We need to learn to put our customers first – even when it comes to financial stability. They are the ones who will keep your business alive if they feel that they matter.

Travelling Mystery Guest offers workshops on customer service, the customer’s journey and more. For bookings, contact Renate de Villiers on enquire@travellingmystery.co.za / 079 110 5674.

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The different kinds of hotel guests

I love watching people. In fact, I think human beings are one of the most interesting and terrifying things at the same time. How many times do we tend to say that we wish we could understand someone else?

My point is – no one is the same. No one thinks in the same way and therefore no one acts or reacts in the same way. This goes for hotel guests (your customers) as well.

Types of guests

Types of guests – Image from: http://www.lifehacker.com

I’ve done some research on the kinds of hotel guests you can expect to arrive and came up with the following:

The Free Independent Traveller

Tourism specialists don’t call him FIT for nothing. FIT’s are fit to do everything themselves. It’s all about making their own decisions, bookings and, yes, mistakes. Even though travel agents have much more knowledge on certain topics, FIT’s (currently one of the fastest growing types of tourists) have found that the internet allows for many travel planning opportunities. More and more bookings are done via Facebook these days, so be sure that you have someone who checks your social media pages on a day-to-day basis. These guests can be anything from budget travellers to glamour seekers. Be sure to identify their likes and dislikes as quickly as possible and make suggestions accordingly. Note to self: Identify guest’s favourite social media port and send them links to things they might want to see in your area. With FIT’s it is all about internet savvy and engagement through the right channels.

The Foreign Free Independent Traveller

Pretty much the same kind of guest as your FIT. The only difference is that when it comes to foreign countries, the help of a travel agent might still be called upon. They still, however, compare different places and prices – remember that the I-pad has become number one on many travellers’ packing lists. All it takes is the press of a button. These guests need some assistance and tips from your side. Be creative and give them a customized map of your area with everything you know they’d like to see. Think foreign.

Group Inclusive Tourists

These “groupies” tour in groups in order to save some money. The group doesn’t necessarily have the same common interests, but the travel costs are lower. Obviously these guests won’t be your big spenders, so keep them happy by keeping them comfortable.

Single Ladies

All the single ladies, all the single ladies….put your hands up for these girls who have taken the travel industry by storm. Everywhere I go I see promotions for ladies travelling on their own. Way to go for not letting singleness stand in the way of you wanderlust! Many establishments have special promotions running for this guest type – so many great opportunities here! Focus on keeping them safe, helping them meet new people and pampering them and you’ll be sure to gain a few extra guests!

These types of guests can be segmented even further – check out our next post on the different guest segments.

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