Actively pay attention

1.Pay attention to the loss of old customers

The loss of customers indicates that the value we provide to them fails to meet their expectations, and there are deficiencies in one or more aspects. Conduct a thorough analysis of the reasons for customer churn, improve the areas that have not been done well in the work, and take corresponding remedial measures.

2.Actively respond to customer complaints

Hotels should attach great importance to customers' feedback. When customers raise questions or complaints, they should take immediate action to ensure that the problems are properly resolved. At the same time, it is also necessary to regularly collect customers' opinions and suggestions in order to continuously improve the quality of service.

Good at communication

1.Take the initiative to communicate

Hotels should take the initiative to maintain contact with customers, understand their needs and opinions. For instance, during a customer's stay or after they leave the hotel, a thank-you letter can be sent to express gratitude to the customer and invite them to visit again.

2.Personalized communication

Conduct personalized communication based on the customer's preferences and needs. For instance, providing customized services for permanent residents and offering special birthday wishes for clients, etc. By understanding customers' preferences, we can provide them with more considerate services and increase their satisfaction.

3.Train employees' communication skills

Hotels should focus on cultivating the communication skills of their staff to ensure that they can communicate effectively with customers, so as to better understand customer needs and provide more satisfactory services.

Personalized service

1.Membership system

Through the membership system, we establish long-term relationships with customers and provide personalized services to meet their special needs. For instance, offer exclusive discounts and points redemption benefits to members to enhance customer loyalty.

2.Festival care

On important festivals, hotels can offer festival gifts, special offers and other activities to their member customers to enhance the relationship with them.

3.Regular follow-up visits

Through regular follow-up visits, understand the needs and satisfaction of customers, adjust service strategies in a timely manner, and improve customer satisfaction.

4.Build effective customers

For hotels, customers are the group that directly creates benefits for the hotel. The collection and maintenance of customer information are of vital importance. Whether it is a large hotel or a medium or small-sized hotel, they all need to establish their own customer management system in order to pay attention to the consumption dynamics of customers.

Deepen viscosity

1.Customized service

Hotels can provide customized services according to customers' preferences and demands. For example, reserving special restaurants for clients, arranging private tour guides, etc. Through customized services, we can meet the individualized needs of customers and increase their satisfaction and loyalty.

2.Value-added services

Some value-added services can be provided, such as free airport pick-up and drop-off, travel consultation, ticket booking, etc., to meet the diverse needs of customers and thereby enhance customer stickiness.

3.Hold an event

Regularly hold various activities, such as theme parties, parent-child activities, health lectures, etc., to attract customers' participation, establish closer ties with them, and enhance their sense of identity and belonging to the hotel.

The above are some effective ways to maintain customer relationships. In the process of maintaining customer relationships, we should keep in mind that customers are an important resource for hotels. Only by constantly developing new customers and retaining every old one can we remain invincible in the market competition.