Have you ever had a guest standing in front of you complaining and not sure how to handle it? I’m going to share with you the type of quests that make them and 18 of the most common complaints.
We all have our own personalities, motivations and quirks. The same can be said for the unhappy person standing in front of you and if you can determine the type of person that is, the chances of you handling the complaint successfully will increase dramatically.
Another reason it is important to handle complaints effectively is that it is easier and less expensive to win back the customer that had a negative experience then try to attract new customers.
• Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner.
• Resolve a complaint in the customer’s favour and they will do business with you again 70% of the time.
Now keep in mind, you won’t be able to satisfy every unhappy customer who contacts you, but the financial returns to your business from turning a displeased customer’s service experience into a positive are huge.
It has been my experience that customers who complain can be categorized into different groups.
Here are the 5 most common groups.
The Mild Customer
They normally do not like to complain, but if you see there is a problem, you might be required to ask more precise questions to get them to tell you what is wrong.
The Pushing Customer
Blunt and not at all timid about telling you what’s on their mind. With this type of customer your better off not being pushy back, rather react with “What else may I help you with?”
Prove that you’re willing to listen to their problem.
The Big Spender
Your “enterprise” customer. They have no problem paying for convenience and top-notch service, however, they demand superior support. No customer cares for excuses, and this type of customer detests hearing them.
Don’t make excuses, just tell them how you are going to take care of their problem.
The Habitual Complainer
This customer will contact you a great deal, but that does not mean that their problems should be brushed aside. Here is where patience is called for.
One thing is for sure when this customer is satisfied they will have no problems with telling others how great you are.
The Rip Off Customer
This might sound a little harsh but we have all seen them. This customer is never happy and is not actually looking for an acceptable reaction, they're just seeking to get something they don’t deserve. Nothing is good enough unless they are getting a handout.
The best thing you can do is to stay calm and react as objectively as you can.
Continue reading and I will share with you the 18 most common complaints…
⇒ And don’t forget to join the “6 Day Challenge” here:
RESOURCES & LINKS MENTIONED IN THIS EPISODE:
Keystone HDC Post Downloads
We add to them every month.
Join our community in “The Hospitality Property School Group” –Check it Out for One Full Week for Only $1
Say hi on social:
Facebook:
Twitter:
Linkedin:
Listen to The Hospitality Property School Podcast here:
YouTube
0 Comments