How does the hotel manage its customers?

How do hotels manage customers? Below, let's take a look with me at nine ways for hotel operators to manage and maintain customers, hoping to help everyone!

Learn to give up invalid customers

Some customers are invalid customers, such as greedy and cheap, group buying. For these customers, enterprises should first think of changing their consumption patterns, such as sending VIP cards and spending points. But if many marketing methods are unsuccessful, from a realistic point of view, we should give up. This is not to deliberately ignore a certain customer group, but not to spend too much energy on the management of old customers with weak spending power.

Pay attention to the lost old customers

You can get a lot of information from the lost customers, so as to improve management. The loss of customers shows that the consumption value provided by enterprises to customers has declined, customers are dissatisfied with the value created by enterprises, and the value provided by enterprises to customers has defects in one or more aspects. Any mistake in these value activities will have a negative impact on the value created by hotel enterprises for customers.

In-depth understanding of the reasons for customer churn

Only in this way can we find out the problems existing in business management, take necessary measures to prevent the loss of other customers, and sometimes we can urge the lost customers to buy our products and services again and establish a more stable cooperative relationship with our company. Calculate the lifelong value of each old customer to the enterprise ",to determine which customers should be saved and which customers should give up, and then choose the right time to contact the right customers again, so that they can establish loyalty to the enterprise, products and services.

Take the initiative to accept customer complaints and respond positively.

According to statistics, dissatisfied customers will complain to 1 1 person, and 95% of customers who get a satisfactory reply will become repeat customers.

Send a message to inform old customers at the first time.

Let the old customers feel respected, show the restaurant's concern for him, and stick to it even if they haven't spent for a long time, so as to save the customers' good impression on the restaurant.

Send a blessing message at a special moment.

We can't ignore and manage these customers just because they will consume in the future. As long as you stick to it, this part of the lost customers will come back to spend again.

Hotel enterprises should establish a good customer management system.

Pay attention to collecting the consumption information of old customers. If you find an old customer who didn't come to spend once every two weeks, the manager should call to greet the old customer and understand the reasons for future consumption so as to make timely adjustments.

It's best not to ask the phone number directly.

Many customers don't want to be disturbed, so they can leave their own QQ or micro signal for easy contact. There is a person who is responsible for the QQ and micro-signal management of old customers, and chats with old customers from time to time to increase emotions. If the customer spends less than three times a month, the manager can communicate with him through QQ and micro-signal about the reasons and opinions of infrequent consumption.