How do hotels make customers become lifelong customers?

There are no trivial matters for customers, but these are mainly reflected in the subtle quality differences and consistency of products and services, and special management personnel must be appointed to follow up. McDonald's is a model of detail management in the world. Every employee will have an S.O.C. form in the corresponding post, which is the detailed rules for post operation, and every employee is required to operate in strict accordance with the S.O.C. form. For example, many enterprises also have operation manuals, but the details are vague, such as "sprinkle a little salt". How much is one o'clock? Or "sprinkle 3 grams of salt", how do these 3 grams of employees operate? On the S.O.C list of McDonald's, there will be such a stipulation: "Sprinkle an' M' (3g) on the top of French fries with a salt bottle, which is intuitive and easy to operate, and there will be no mistakes. It is the essence of management that McDonald's has been doing, paying attention to and improving, and it is always worth learning.

2. Keep smooth contact with customers:

For enterprises, information related to customers should be communicated in time, such as answering phone calls and emails in time; If you find that customers have reduced the frequency of patronage, you should also get in touch in time to find out the reasons. Beijing Meizhou Dongpo Restaurant attaches great importance to this point. Not only the product information of the restaurant, such as the opening of loquat festival, moon cake festival and Christmas reception, but also some non-utilitarian links. Call, email and text messages to greet customers on holidays, and remind them to add clothes in time when the weather gets cold. In Dongpo, Meizhou, customers are like friends of employees. Restaurants can obtain customer information in time, and provide more personalized and humanized services according to relevant information, and customers are more responsive.

We can go further in this respect. Imagine that in this fast-paced era, even warmth has become as impersonal as electronic products. If you can make a beautiful written record of the customer's previous telephone reservation in the restaurant, and record his previous requirements and the report that the hotel has paid for him, it not only reflects the hotel's concern for him, but also reflects the hotel's professional ability. Can this customer not be moved? Can you stop being a lifelong customer of the hotel and actively promote it?

3. Understand the true meaning of giving up:

4. Respect customers' habits:

Between standardized operation and customer habits, customer habits (face) always occupy a more important position. Everything is done in strict accordance with the operating specifications, even causing trouble to customers, and there is no real customer-centric. In a big hotel, a waiter poured a glass of pure water for the customer in strict accordance with the operating rules. The customer said discontentedly, "Are you mistaken?" What I want is wine ",peeking at a lady he invited. The waiter replied, "The rule of our hotel is to rinse your mouth with pure water before tasting wine. "It is conceivable that the result of this incident will not only lead to lifelong customers, but also lead to complaints.

5. Learn to add instead of always thinking about subtraction;

Many enterprises always want to discount their customers, which is not only not conducive to corporate profits, but also has little effect on retaining customers. You must learn to add. When you give customers a small promotional gift with corporate logo, customers will feel that it is worth the money and get extra things and benefits. And you give customers a discount, customers will not agree, but will think: isn't it worth so much money? Paying more and getting less is sometimes a wonderful management tool.

6. Customer feedback system:

The competition of customer resources is actually the competition of customer information. Without customer information, there is no follow-up customer resources. It's just that many enterprises pay more attention to the establishment of customer files and database systems in the collection of customer information, which can't be said to be wrong, but there is a feeling of giving up the basics and neglecting more important non-technical factors besides technology-talents, cultural concepts, organizational structure, leadership art and so on. Front-line service personnel who are in close contact with customers sometimes get more extensive and true information than marketers and managers. Why don't we waste this precious resource? You can set up a customer information record book, and encourage every employee to feedback their customer information to their superiors in time and record it in this book. Supervisors should point out how they use this information every day. Did they immediately send longevity noodles to customers who celebrated their birthdays? And record this information in the corresponding customer file book? What praise (not necessarily material, of course) did the employees who recorded the correct information get? Only in this way can we gradually cultivate the corporate culture of "customer information is a valuable resource" and truly establish an effective customer feedback system.

7, the establishment of lifelong customer enterprise organization:

Enterprises should establish an organization dedicated to serving old customers, so that they can get more effective services and more customers can be transformed into old customers because of the benefits of services. Not only that, but also let the old customers form an organization around the enterprise, let the old customers put on the distinct "label" of the enterprise, and better stabilize the customer resources of the enterprise. Starbucks' "regular club" can not only send news letters by email, but also get coupons through mobile phones. Many consumers forward such messages to other friends, resulting in the effect of spreading from one message to another.

8. Perfect customer retention experience:

Take Starbucks as an example. An old customer of Starbucks told a true story: I took my wife to Starbucks for the first time (she was forced to go, she preferred Japanese coffee). When she ordered coffee at the counter, the waiter asked her what coffee she wanted to drink. She said, "How do I know what coffee you have to drink?" The staff at the counter smiled and said, "We will make a small cup of everything for you to taste. Do you want more if you like? " So my wife tried a few cups and finally ordered a latte. Now Starbucks is also a part of my wife's life. Look at Starbucks. Simple experiential consumption has retained a lifelong customer.

In a word, making customers lifelong customers is not a distant dream, but the final result that we can work hard at many key points. Customer resources