How customers can trust the staff

Creating an environment where customers can easily ask staff

Give customers the option to rely on staff

The evaluation of review goes up with a little word to the customer.

At the time of check-in, tell following message to the customer. “Please contact us at any time if you have any problems”, and if the reception is crowded, add “Sorry for the reception being crowded”.

Japanese customers tend to be refrain to ask the staff for something.

If the customer can not speak to the staff casually, when there is a deficiency in the guest room or the noise in the adjacent room, the customer has no partner to complain about, and the customer will go home with dissatisfaction.

If the customer relies on the staff and the staff can solve the problem, the evaluation of review will be 10 points.

But, if the customer can’t rely on the staff and the customer have addressed the problem themself, review rating is definitely low.

If the staff add above word at check-in and the customer have the option of relying on the staff, the customer will not blame the staff, even if they solve the problem themself.

It is important to know each customer properly

Confirm customer information in advance

There are a variety of ways to get good reveiw on the category of staff, what is the root or foundation of that ?

It is to know each customer properly.

To do so, prepare as much information as possible for each customer in advance and prepare the necessary information and necessary equipment.

If you have been serving customers for years, you will generally understand that you are asked and asked questions.

So, when the customer ask a question, you can answer immediately, so the customer can trust us as a professional staff.

Also, if you can provide information and equipment that you have prepared for a particular customer, the customer will feel that I have received a special service.

However, please consider that the customer service so far is necessary when aiming for a score of 9.5 or higher on a 10-point scale.

You might think that we could not know what customers want in advance.

But, you can make some predictions based on booking information for each customer.

Booking information includes the followings.

・ Name

・ Address

・ Number of guests

・ Adult, Child, Gentleman, Lady

・ Phone number

・ Mail address

・ Check-in time

You can tell from the guest name whether the guest is young or not.

It is easy to understand because younger people in particular have many cool names ( Only for Japan ).

You can tell from the address information whether the guest comes near or far from the inn.

If you check the guest’s address and check-in time, you could predict whether the guest has left their house on the day of check-in, or the guest has already stayed at an inn in another sightseeing area on the previous day ( and they come to your inn after sightseeing ).

Information on the number of people, whether the guest is a business, a group, or a family.

The guests who have registered Google email with their email address tend to be younger.

Conversely, the guests who have registered their mobile phone company’s short email address as their contact information are often elderly guests.

There is a difference in information required for tourists between younger and elder guests.

For each type of customer, the staff anticipates the information and equipment that the guest needs in advance, so that the guest can think that they are excellent staff at the time of check-in.