How to Handle Customer Complaints | INNsider Tips-056

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In today’s INNsiderTip, I will talk about How to Get Guests to Tell You Their Complaints.

Continue watching, reading or listening, and I'll share some other ideas we have seen …
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Episode Transcript

(00:11):
Welcome to Insider Tips and today's insidertip, I will talk about handling customer
complaints. Attention all current and aspiringhotel resort in bed and breakfast and holiday
rental owners and managers. Are youready to take your hospitality property business to
the next level? Look no further. The Guide to Owning and Operating a

(00:36):
Hospitality Property Successfully Online course is hereto help you succeed. This course is
packed with valuable information and insider tipsfrom industry experts, covering everything from marketing
strategies and customer service to financial managementand staff training. Whether you are a

(00:57):
seasoned professional or just starting out,this course is perfect for anyone looking to
grow their business and enhance their skills. You will learn how to create a
memorable guest experience and keep your guestscoming back for more. And the best
part for the month of May.You can't say fifty percent on all our

(01:17):
courses. That's right, fifty percentoff, But you have to act fast.
This offer won't last forever. Whatare you waiting for? Enroll today
and start reaping the benefits of thesuccessful hospitality property business. Put the continued
evolution of online hotel resort in bedand breakfast review sites, social media forums,

(01:44):
and fuming guests on YouTube. Aproperties level of guest service is increasingly
visible to the outside world. Forthis reason, it is vitally important that
you have a working operations manual withappropriate policy to handle customer complaints, as
well as properly trained staff who willnot only welcome guest complaints but encourage them.

(02:10):
Unfortunately, many hospitality property employees believethe handling of complaints is an unlikable
task, but one that comes withthe job. With proper policies in place
and training from day one on howto use them, employees can change their
view of customer complaints. Employees andespecially owners of independent hospitality properties, should

(02:36):
look at complaints as opportunities. Themajority of guests who are not happy with
your property did not voice their complaintsto the owner or to the front desk,
but instead to their family, friends, colleagues, and more and more
went online to voice their irritation.The worst complaints are the ones you never

(02:59):
keep. Yes, some customers docomplain, thus offering an opportunity to find
a solution, But what about allthose customers we do not say anything.
This is where training should involve employeesto look for unappy customers and give them
an opportunity to complain. That's itfor today's tip. Subscribe if you haven't

(03:21):
done so yet, and make sureyou join one of our groups. Find
the best one for you. Youcan subscribe at Keystone HPD dot com slash
Insider hyphen Tips and to find yourbest group option, visit Keystone HPD dot
com slash Private hyphen Groups. Well, that's it for today's tip. Until

(03:46):
next time, have a funday