Chapter 45. How to get endless referrals. As an independent hotel resort in or bed and breakfast, a very effective way to grow your business is through referrals. Unfortunately, referrals do not happen effortlessly. Yes, you might get the odd referral. But if you want your business to grow, you have to both earn and ask for them.

Let's begin by talking how you can earn great referrals from your guests. You can start by giving them an experience they will remember, you want to wow your guests. Here's some ways you can amaze or wow your guests. One, show your interest by really listening to them. ask the right questions during check in in your restaurant at the bar and listen to the answers, but don't make it obvious. For example, have newspapers available at the front desk and ask what paper your guest likes to read.

Keep track of the drink they have in your restaurant or bar. Ask if they have a favorite coffee or tea. These questions or observations can be made during casual conversation and without being obvious why? All these answers can be recorded in your guests profile and used later. During turndown service. leave their drink of choice in the room as a nightcap.

If possible, have their favorite tea or coffee for them the next morning, and have the coffee machine time to start brewing the same time as their wake up call, have their favorite newspaper delivered to the room five minutes after their wake up call, just to like knock on the door and leave it. Now you might not be able to fill any of these wishes. And that's alright because the guests would not have known it was happening. But imagine the surprise if you can do one or any of these to have the appropriate software system. Ensure your guests second third hundredth visit is as good as their first have systems in place to guarantee you are able to have the same degree of service on a consistent A basis. A quality checking system should enable you to build a profile for the guests that you can use for every visit.

The upfront costs for such a system might be high, but if used properly, you can recoup your investment with returning guests no time. Three, hire the right employees. As I had mentioned in series two employee development, compassion cannot be taught. You can't give employees the desire to bend over backwards for customers. hire employees that can show compassion with your guests have the appropriate systems and tools in place in order for them to deliver first class service. empower them with confidence and authority to deal with complaints promptly.

For know your guests. Learn your guests names and use them. also teach your staff to recognize remember loyal guests. This will form an immediate sense of hospitality that they'll certainly find flattering. Five after check in once you've given In a decent time for your guests to settle in their rooms, the front desk should phone the guest to make sure everything is in order and acceptable. During this call, you'll be able to ask if there are any additional requests that may have been forgotten during check in.

Six, be available. Be on hand at your property and have personal contact with your guests to build rapport and confidence. Get to know and listen to your guests. They're far more likely to tell you what they want if they know you, and that would encourage them to come back. If you know your guests, it's easier for you to anticipate their needs and deliver it on a consistent basis to keep them satisfied. Seven, be flexible.

Don't be so constrained by your own rules that you can't extend breakfast for a guest who may wish to sleep in or to extend a checkout if someone has a leaf late is this actually a big problem if it means your guests enjoyed their state and will tell others ate during turn Down surface. Leave simple handwritten notes on the pillow such as Sleep tight or sweet dreams. Nine. Leave them with the last impression. Make certain they realize you appreciate their business and earnest thank you from you can go a long way. Give them a little memento from your property or region to take home as lasting reminder 10 locked him outside.

When your guests have checked out, lock them up the door like you would do a close friend when they're leaving your home. A warm smile and a handshake can go a long way to encourage guests to return. Alright, you've earned the right to ask for a referral by wowing your guests. The next step is to ask for the referral. You can do this outright by asking or being a little more subtle. One.

Ask your guests for feedback. Don't assume your guests are completely satisfied. Ask. rectifying a problem might give you an opportunity to shine Leave a favorable imprint if addressed positively to. This is an opportunity to exceed expectations. Personal feedback always wins over comments forms or questionnaires, inquiring about what they liked, and what disappointed them, you can always learn and continue to improve.

Three, you could ask them if they have any new ideas, or further recommendations on how things could be done better. Guests will be flattered if you asked for their thoughts. for follow up with a simple, personalized handwritten thank you note tailored for them a few days after the departure with a mention of a referral. This will not only show your appreciation, but we'll give them something to remember you. Five, stay in touch. Stay in touch with them so that when they come to book again, you're firmly fixed in their minds as a function of your outreach.

Let them know what other activities you have going on, or what is happening in your area. utilize an email list as well. well as social media six, reward their loyalty with exclusive bargains make your faithful guests feel special by setting up an exclusive package or deals. Once again, this will show your appreciation of their business as well as possibly inspiring other bookings. Seven. Think of things that are of high value to your guests but affordable to use so you can give added value.

Always look at a problem or complaint as an opportunity to go the extra mile to wow your guests. make it difficult for them to ever think about not coming back to you. It's all about affording guests a reason to return and to tell others about your property. Eight offer time bound referral bonuses during email or newsletter campaign, promote your property package and include that if they get additional friends or family members to book they qualify for a larger discount. Nine have a referral form on your website that is offers discounts or bonuses. 10 be incredibly thankful.

This seems obvious, but so many businesses Forget about it. Unless your price point is very low, having someone on your team to place a call, send a handwritten note or send a gift for referral is almost always worth it. 11 you can announce that you love referrals in your email signature and voicemail. So every time the customer contacts you, they are reminded that you love referrals. The bottom line is to talk stay in touch and listen to your guests.