What are the methods for hotel key customer relationships to be maintained?

1. Learn to give up invalid customers. Some customers are invalid customers, such as those who are greedy for bargains and buy in groups. For these customers, companies should first consider changing their consumption patterns, such as giving VIP cards, distributing consumption, etc. But if many marketing methods are unsuccessful, from a practical perspective, they should be abandoned.

2. Pay attention to the loss of old customers. A wealth of information can be gleaned from customer churn to improve management efforts. Customer churn is a sign that the value a hotel provides to customers is deficient in one or more aspects. Any errors in these value activities can have a negative impact on the value a hotel business creates for its customers.

3. Understand the reasons for customer churn. Only in this way can we discover problems in operation and management, take necessary measures to prevent the loss of other customers, and sometimes promote the loss of customers to purchase the company's products and services, and establish a more stable relationship with the hotel.

4. Hotel companies should establish a good customer management system. Pay attention to collecting consumption information from old customers and conduct frequent customer satisfaction follow-up surveys. If an old customer is found who has not come for consumption within two weeks, the manager should call to greet the old customer and understand the reasons for future consumption so that timely adjustments can be made.

5. Actively accept customer complaints and give positive feedback. According to statistics, dissatisfied customers will complain to 11 people, and 95% of customers who receive satisfactory responses become repeat customers. Making old customers feel respected can restore their good impression of the hotel.

6. Holiday blessings. Hotels should send blessing messages to old customers who don't come to spend every year at special moments. Don't ignore and manage these customers just because they don't come to spend. As long as you persist, these customers will be lost and come back to spend.