March Workshops

Travelling Mystery Guest has quite a few really informative and motivating new workshops for you to attend in March! The company has also taken your busy schedules in consideration and therefore presents the workshops at your establishment at a convenient time for you and your employees. Now tell me that’s not customer service!

Workshops for March

Workshops for March

In March we will be taking a closer look at the most important social media ports and how you can use it to your advantage. You’ll learn more about the importance of storytelling, sharing relevant content with the right audience, engaging with customers on Facebook, Twitter, LinkedIn and Google+ and much more.

If you can only attend one workshop in March, but you would like to learn more about the other topics as well, stay connected with us online. You will be able to find regular blog posts on similar topics, as well as some slideshares and other tips on a regular basis – it’s unfortunately just not as much fun as actually attending!

The workshops for March include the following topics (and if you would like us to include additional specifics in the workshop, please give us a shout!):

  • Creating the best content, storytelling and sharing with the right audience
  • Marketing your tourist destination on Facebook
  • Marketing your tourist destination on Twitter
  • Marketing your tourist destination on Google+ and LinkedIn

For bookings and more information about the workshops, what they include, how much it costs and more, feel free to contact us on 079 110 5674 / enquire@travellingmystery.co.za. Also follow Travelling Mystery Guest on Facebook, Twitter, LinkedIn, Google+ and Pinterest and stay up to date with our whereabouts.

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Some inspiration found on our Pinterest page

For those of us working with customers and guests on a regular basis:

 

“The best portion of your life will be the small, nameless moments you spend smiling with someone who matters to you.” – Unknown

See it on Pinterest

 

“Past customer service stories can be a great training tool that creates best practice examples for employees to learn from.” –Shep Hyken

See it on Pinterest

 

“Many companies have proven that if you treat the employees well, they will return the favour by treating your customers well.” –Shep Hyken

See it on Pinterest

 

And just for the fun of it all…

 

“Live simply, dream big, be grateful, give love, laugh lots.” 

See it on Pinterest

 

“You can never cross the ocean unless you have the courage to lose sight of the shore.”

See it on Pinterest

 

“Life is like photography – we develop from the negatives.” 

See it on Pinterest

 

Follow Travelling Mystery Guest on Pinterest for more of the above and also for other interesting pins.

Meet the owner

It’s always good to know who you are working with…so here I am. 🙂 Hi, my name is Renate and I love hospitality and tourism.

Renate de Villiers

Renate de Villiers

Former teacher, guesthouse owner, tourism and hospitality lecturer and hotel PR and marketing campaign manager, I am completely in love with the hospitality and tourism industry. I love how everything comes back to one thing: helping others. Problem is – you are all so busy helping guests and keeping them happy that there’s no time to train staff. And THAT’s where I come in. I help you to keep your staff in the game with great, customized workshops on customer service, social media and more. I’ve had the dream of opening this company for over nine years and now it has happened at last! I can’t wait to meet all you lovely people. It’s gonna be a blast working with you.

What do I do in my “off-time”? Well, weekends are filled with excitement – visiting friends, going camping with my boyfriend, visiting friends, exploring Jozi and the rest of SA…visiting friends…you know- It’s a hard life!

I LOVE meeting new people, listening to their stories and taking on new challenges. I have trouble ignoring Pinterest, I take photos of everything and anything and I don’t judge restaurants, accommodation or food in my off-time. 🙂

Follow me on Twitter: @Renate_DV

Follow me on Pinterest: Travelling Mystery Guest OR Renate

TMG Special Promotion

You might have noticed that Travelling Mystery Guest’s (TMG’s) website is up and running at last and that we are currently running a promotion to celebrate our launch.

Travelling Mystery Guest Promotion

Travelling Mystery Guest Promotion

The special is aimed at all tourism and hospitality establishments in South Africa, including restaurants, guesthouses, B&B’s, boutique hotels, hotel groups, lodges and any other establishments in the industry. Be one of the first ten establishments to book a mystery guest visit from TMG and receive 25% discount on our full package. This includes a pre-evaluation of your advertising, websites and social media, a mystery guest visit which takes into account the whole customer journey from arrival to departure and even the quality calls thereafter. It also includes a customized constructive report, giving you feedback and tips on how to improve your customer service to ensure that your guests return. It’s all about walking the talk – providing the customer with exactly what you say you do.

To book your mystery guest visit, contact Travelling Mystery Guest on 079 110 5674 or enquire@travellingmystery.co.za. This special is valid until 31 August 2013.

For more information, visit our Facebook page and follow us on Twitter, Pinterest and Google+.

Pinterest for your guesthouse

Do you own or run a guesthouse? Have you heard of Pinterest? Are you on Pinterest, but only for personal use? Well, why not open a Pinterest account for your guesthouse?

They say that a picture speaks a thousand words. Now you can use this to your advantage by pinning pictures of your guesthouse onto your own Pinterest boards for the world to see! But that’s not all. You can also use Pinterest to inspire you with new ideas for breakfast recipes (trust me – you won’t know where to start!) and easy dinner recipes for your guests. You will even be able to get some tips on what to do on special days and holidays like Easter, Mother’s and Father’s Day, Christmas and New Year’s Day. Pinterest also provides loads of tips on how to keep kids busy. If your guesthouse caters for families, this is the ideal platform to use for tips on creative and educational activities for kids.

TMG can truly recommend Pinterest. Have a look at Travelling Mystery Guest’s Pinterest boards and let us know what you think.

What do customers want?

Source: Uploaded by user via Travelling Mystery Guest on Pinterest

Do you know what your customers want? It might sound absurd, but it’s a legitimate question and one that we often try to avoid due to the complexity thereof. Not one customer expects exactly the same and not one establishment offers exactly the same.

Say for example you own a guesthouse. The first thing your customers will notice in your marketing is the word “guesthouse.” If they are well educated it will indicate to them that you definitely serve breakfasts, which are included in the rates, but you most probably also serve dinner, even if it is just by arrangement. It comes down to you, as the owner, to know the definition of a guesthouse. If you market yourself as a guesthouse, your customers expect the service of a guesthouse. The word is a brand promise in itself. That is why we need to be very careful with our promises to our customers. We can’t promise and not act on it. We need to walk the talk.

So as a customer, what would I, as a customer and potential mystery guest, expect from a guesthouse in general?

  • A well designed website, which is easy to navigate.
  • Professional telephonic, web and face-to-face communication.
  • It would be really special to receive some kind of welcome gift – gifts for some reason always makes me feel more at home. This could be done at a 3 star guesthouse too, you know? It might even be used as a USP (Unique Selling Point). Even just a flower from your garden in the room is special.
  • Special treatment, even though I am the tenth guest you’ve booked in today.
  • A smile.
  • It would be super if you asked how my day was. I might just go ahead and share a bit of myself with you, giving you more information for your database on customer demographics.
  • A clean and neat room without any odours.
  • Ample lighting.
  • Proper communication on when, where and at what time dinner and breakfast is.
  • It would be really special to receive a personalised letter on my bed saying that you hope I will enjoy my stay and that I am welcome to call reception anytime if I need anything. Maybe also state that there is a bottle of water in the bar fridge. (I don’t know what is where in the room, you know…)
  • Clean, fresh linen without stains. The same goes for the curtains and the carpets in the room.
  • No debris in the bathroom or any chipped tiles or stains in the bath or shower.
  • To be treated as if I am one of your best friends whom you haven’t seen in ages (except for the non-stop talking). How would you treat that person? You’d go out of your way to make him or her feel comfortable, right? Well, that’s how you should treat every customer walking into your establishment.
  • Be knowledgeable about the area and your industry. If I rather want to have dinner at a fancy restaurant tonight, which one would you recommend?
  • I expect to feel safe. So does my car.
  • I expect you to be attentive and be willing to assist me with anything I need assistance in.
  • I expect you to ask me if there is anything I need.
  • But, I also expect you to give me space. Don’t be in my face the whole time. Read my body language. If I put my knife and fork next to each other, it means I’m done with breakfast. (I know – some customers never learned those basic manners, but they are not many.) If I am standing around in the foyer, my taxi is most probably late. Ask if you could call them for me. Be attentive to my needs all the time and I might be less attentive to the negatives next time.

Bad, inconsistent service equals horrible customers. I can tell you that much. Good, consistent service: loyal customers and friends for life.

Visit our Pinterest page for more Customer Service quotes and tips.