Should I follow up with my hotel customers?

I get a ton of emails from people seeking insight or asking me to solve their sales dilemmas. Here are a few that may relate to your job, your life, and (most important) your sales thought process right now. More

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Should I follow up with my hotel customers?

Posted 7/7/14

I get a ton of emails from people seeking insight or asking me to solve their sales dilemmas. Here are a few that may relate to your job, your life, and (most important) your sales thought process right now.

Years ago I took your advice to get into Twitter for my business. What do you think of only paid clients having access to tweets through an approved followers account?

If you do it that way you need two accounts. One that you give to everybody in the world and one that you give just to an elite group of people. And if you do the elite group of people, notate on your Twitter page that, “This is for my clients only. All others, if you’re looking for this great advice, you have to become a client of mine. Here’s how…” And use it as a lead source.

Do you think it’s a waste of time to call a guest that has just checked out of my hotel to thank him or her for staying with us? What would be the best way to gain their repeat business?

If you’re going to call a customer after they’ve stayed in your hotel, first of all, you better make it short and sweet. Second of all, the value must be for them. Don’t ask something like “How was your stay?” because they’re going to say, “Fine.” I want to know what the best thing about their stay at the hotel was. Did the hotel accomplish their goals? Oh, that’s cool. On a scale of 1-10, how was the food? On a scale of 1-10, how was the shower? On a scale of 1-10, what was the quality of your room like? On a scale of 1-10, how fast was the Internet? Those are the things that bug customers. I’m in hotels 250 nights a year. They’re the ones that bug me. So get those things. Get their opinion, based on a scale, or based on some words, not just “How was it? It was fine.” Don’t pat people on the head and ask a bunch of stupid questions. Get them engaged. And then you can say, “Well, when are you coming back,” That’s all you need.

When I send out quotes and proposals, clients seem to take their time reviewing the information and completely disregard the respond by date on the quote. I feel clients don’t respect this time frame and, in addition, I feel that we, as salespeople, end up on the defensive explaining why we’re following up. I feel clients today want everything for nothing, expect the best from a company, and yet, they just do not seem to care about the value of what they’ve requested. How do you know when to just give up on a client like that and move on?

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