Return to our Home page Search
Click here for the hotel and hospitality news from around the globe Hotel, Travel and Hospitality Articles Videos and in-depth Interviews
Read more now
Read more now
Read more now
What do Your Customers Remember Most About Their Customer Experience?
By Caroline Cooper
Sunday, 26th January 2014

What’s the very last thing your customers see, hear, smell, taste or feel as they leave -
What will your customers remember most about doing business with you as they drive off into the sunset?
Whatever happens in the last few moments of their transaction will undoubtedly influence their lasting impression.
It could be the bill, and whether they see it as value for money. It might be the wait to part with their hard earned cash, or the way the payment is acknowledged.
It might be the attitude of the last person they speak to on the way out or in your car park. The offer of help (or not) carrying items to their car. It could be the route to the car via your backdoor, the view behind the scenes you’d rather they didn’t see; or a visit to your toilets, which might not be as pristine at the end of the day as they are at the start.
What’s the last conversation they hear as they leave? Is it all genuine smiles and sincere thank yous, or do they get to hear the back stage gossiping and gripes? Or the complaints about how busy they’ve been and how tired they are, or about how poor your payment process because of the slow internet connection which is why they’ve been kept waiting.
Do they feel appreciated and that you’re sorry to see them go?  Or are you unintentionally making signs that you’ve other more important things to be getting on with? The equivalent of impatiently looking at your watch or getting the hoover out! It may not be obvious, but letting them know you’re running late, that you’re relieved it’s home time or closing time, showing signs of rushing them out of the door or off the premises.
Any one of these could influence your customers’ lasting impression. The one they remember as they drive away, when they get home, or next time they’re thinking of doing business with you….

Caroline Cooper is founder of Naturally Loyal who helps businesses to get more sales through their existing customers. Caroline specialises in working with hospitality, tourism and leisure businesses, helping them build loyalty through giving customers outstanding experiences and staying on their radar to trigger repeat business. She is author of the ‘Hotel Success Handbook’.

Advertise with ...[Click for More]

~ Important Notice ~
Articles appearing here contain copyright material. They are meant for your personal use and may not be reproduced or redistributed. While 4Hoteliers makes every effort to ensure accuracy, we can not be held responsible for the content nor the views expressed, which may not necessarily be those of either the original author or 4Hoteliers or its agents.

Learn more about DigiJames - in room technology
 Related Articles  (Click title to read)
A Customer is for Life, not just for Christmas.
The Do's and Don'ts of Boutique Hotel Interior Design.
How to Create a Customer-Centric Culture.
Delightfully Engaging Customers.
 Latest News  (Click title to read article)
IRENA and UNWTO to promote renewable energies in Islands' tourism sector
Tuesday, 2nd September 2014

Foreign GDSs gear up for the much-awaited opportunity in China
Tuesday, 2nd September 2014

IHG announces a Holiday Inn Resort for Pagosa Springs, Colorado
Tuesday, 2nd September 2014

2015 Global Travel Price Outlook
Tuesday, 2nd September 2014

New global certification for handling cold-chain pharmaceuticals freight
Tuesday, 2nd September 2014

© Copyright 4Hoteliers 2001-2014 ~ unless stated otherwise, all rights reserved.
You can read more about 4Hoteliers and our company here

Use of this web site is subject to our
terms & conditions of service and privacy policy