How To Give The "Delight Factor" To Your Customers

Adding personal touches and giving a little thought to your guests happiness goes a very long way, doesn't need to cost very much and can pay dividends in terms of repeat bookings and recommendations.

From the first e-mail or phone contact with your customers, sound positive and friendly. Invite guests to respond to you on first name terms. Respond quickly and efficiently to any requests for information and try to comply with any special requests within reason.

Consider some of these (You could offer some free and charge a service fee for others):

  • A personal welcome or a pick-up and delivery service (often appreciated abroad)
  • Welcome packs - at least tea and coffee - wine or flowers on arrival, or, for special occasions, champagne/chocolates
  • A home-cooked meal service, some local produce or home-grown vegetables
  • Traditional, homely touches - local pottery, craftwok or art around the property
  • Suitable books, DVDs/CDs and some children's toys
  • Lay a fresh fire each day/provide logs
  • Daily cleaning/linen change/change of towels
  • Washing/ironing service
  • A good map, information on local eateries, beaches, sports, beauty spots etc., and anything for enjoying the area - golf clubs, bikes, walking maps, sports racquets, buckets and spades.
  • A babysitting service
  • well put-together manuals (including appliance instructions)
  • Bowls/old towels/baskets for dogs
  • Bathroom requisites
  • Baby requisites
  • Seasonal decorations
  • A small parting gift that can be kept as a keepsake of their visit 

Join an owner's forum online - such www.laymyhat.com for excellent ideas and tips that you can share with other successful owners of privately owned holiday property!

Follow up. Get into the habit of sending a 'welcome back' card or e-mail to your guests when they get home asking them to give you feedback on their experience and asking for the names of any friends or relatives who may like a brochure or e-mail from you. This is a great way to get more names AND glowing endorsements from your happy customers which you can include on your property pages. Always enclose a reply-paid envelope if sending a card.

 
 
 
Copyright 2006. Copyright protected by HolidayBank Ltd, Sunway House, Raglan Road, Lowestoft, Suffolk. NR32 2LW.
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