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Bed and Breakfast Shops

Posted on January 29, 2014 by Kristi Dement Leave a comment

Have you ever thought of having a shop on the same grounds as your bed and breakfast? If it has a separate entrance, you can serve not only your own bed and breakfast guests, but also members of your community and other shoppers in the area.

Some B&B owners sell items with their own name and/or logo on them:

Apparel: aprons, hoodies, sweatshirts, T-shirts
Bags: backpacks, drawstring bags, tote bags
Homemade: herb dips, jams, seasonings, soaps
Kitchen: coasters, coffee mugs, cookbooks, glassware
Office: calendars, letter openers, journals, pens, stationery
Outdoors: beach towels, blankets, coolers, umbrella
Tourist items: greeting cards, key chains, postcards

Some bed and breakfast owners sell antiques such as clocks and furniture as well as collectibles. If you are within local zoning laws and have the resources, space, and time, you can sell just about anything at your B&B’s shop. Think about what you, or the people in your community, do. For example, you could sell the work of local artists. Remember, anything with your bed and breakfast’s name or logo on it will serve as a reminder of your inn!

Image by Marcus Berg of Unique Angles Photography

Posted in Amenities, Decorating, Promotion

BBB Accreditation Standards

Posted on December 23, 2013 by Kristi Dement

Do you know what BBB accreditation means to your bed and breakfast? Better Business Bureau Accreditation is an honor – and not every business is eligible. Businesses that meet their high standards are invited to join BBB. Businesses deemed to meet Accreditation Standards are presented to the BBB’s Board for review and acceptance as a BBB Accredited Business.

BBB ensures that high standards for trust are set and maintained. They exist so consumers and businesses alike have an unbiased source to guide them on matters of trust. BBB provides educational information and expert advice that is free of charge and easily accessible.

BBB sees trust as a function of two primary factors – integrity and performance. Integrity includes respect, ethics and intent. Performance speaks to a business’s track record of delivering results in accordance with BBB standards and/or addressing customer concerns in a timely, satisfactory manner.

The BBB Code of Business Practices represents sound advertising, selling and customer service practices that enhance customer trust and confidence in business. The Code is built on the BBB Standards for Trust, eight principles that summarize important elements of creating and maintaining trust in business.

1. Build Trust
Establish and maintain a positive track record in the marketplace.

2. Advertise Honestly
Adhere to established standards of advertising and selling.

3. Tell the Truth
Honestly represent products and services, including clear and adequate disclosures of all material terms.

4. Be Transparent
Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.

5. Honor Promises
Abide by all written agreements and verbal representations.

6. Be Responsive
Address marketplace disputes quickly, professionally, and in
good faith.

7. Safeguard Privacy
Protect any data collected against mishandling and fraud, collect personal information only as needed, and respect the preferences of customers regarding the use of their
information.

8. Embody Integrity
Approach all business dealings, marketplace transactions and
commitments with integrity.

Each bed and breakfast, whether BBB accredited or not, has a rating. The BBB letter grade is based on BBB file information about the business. In some cases, your grade may be lowered if the BBB does not have sufficient information about your bed and breakfast despite their requests for the information.

BBB assigns letter grades from A+ (highest) to F (lowest). In some cases, BBB will not grade your business (indicated by an NR, or “No Rating”) for reasons that include insufficient information about a business or ongoing review/update of your business’ file.

BBB Business Reviews generally explain the most significant factors that raised or lowered a business’ grade. BBB grades are not a guarantee of a business’ reliability or performance, and BBB recommends that consumers consider a business’ grade in addition to all other available information about the business grading elements.

BBB grades are based on information in BBB files with respect to the following factors:

1. Business’ complaint history with BBB.

2. Type of business.

3. Time in business.

4. Background information on business in BBB files.

5. Failure to honor commitments to BBB.

6. Licensing and government actions known to BBB.

7. Advertising issues known to BBB.

Bed and breakfast owners, if you are unsure if you have a BBB grade, look up your own name in the BBB directory to see what your file says. If there are any unresolved complaints, you can contact your local BBB to resolve any issues. It is best to be on good terms with the BBB. People do consider a business’ BBB grade. You can apply for membership by contacting the nearest BBB location if you are not already a member.

Posted in Associations and Ratings

Easy Ways to Promote Your B&B

Posted on December 4, 2013 by Kristi Dement

Promoting your bed and breakfast does not have to be hard. There are some easy things you can do to spread the good word about your inn.

Put your name and logo on things like your coffee mugs (this mug is from Blue Mountain Bed and Breakfast in Missoula, Montana) and make them available for your guests to purchase as a momento

Join a bed and breakfast association. This could be an association in your state. If your state has several locations, select the one you think will give you the most exposure or that has the most value. They can put your B&B in their marketing materials as well as list you on their website.

Hire a blog writer who keeps readers informed about your upcoming events, highlights fun things to do in your community, shares your recipes and decorating tips, etc.

Gain an active presence in social media. This includes websites such as Pinterest, Facebook, Twitter, Linked In, Google Plus, and even YouTube videos.

Don’t overlook other ways such as hosting community events (like local chamber of commerce meetings or local reading groups) and providing or hiring live entertainment for your guests (such as musicians or a speakers).

Develop packages to offer your guests that include tickets to local attractions, massages, wine, dessert, picnics to go, etc.

These are just some of the many ways you can let people know that your bed and breakfast is just the place they want want to visit. Your creativity and imagination is the limit.

Image by Marcus Berg of Unique Angles Photography

Posted in Associations and Ratings, Blog and Social Media

Phone Communication with Your B&B Guests

Posted on November 30, 2013 by Kristi Dement

phone-communication

As bed and breakfast innkeepers, it is likely that you will speak to your guests and potential guests over the phone. We are going to look at ways you can make the most positive impression on guests during your phone conversations.

When speaking to your guests over the phone, it is important to clearly and cheerfully pronounce the name of your bed and breakfast as well as your name when you answer the phone. This way they know they have reached the right number and answering with a pleasant voice is your first way to extend your hospitality to them.

If you receive a call during the time you are with your current guests and/or making breakfast, it is best to let your callers leave a message so that you can respond at a time when you can give them your full attention. If you sound distracted or like you are busy (which you can often be) they may not think they will receive the care and attention they expect when visiting your bed and breakfast.

Be sure to take notes of every phone call. Including the following information:

Caller’s name and contact information
The purpose of their call
Any questions they asked you
Their reservation information (if applicable)
Comments about their interests and reason for staying
Other relevant information you do not want to forget

Having this phone log will save you precious time. This can let any other innkeepers and/or staff become aware of the phone conversations you had without you having to take the time to verbally provide the details to every phone conversation to other employees. It also helps remind you of previous conversations with the guest(s).

You should have a list of things to do in your area–including recommended restaurants, tourist attractions, community activities, and so forth. This will be your quick reference guide so you can answer questions without having to hunt for the information during your time on the phone. Guests will appreciate how organized you are.

Make sure that guests know a phone number to reach you at during every moment of their stay. This is vital to providing them with a pleasant experience, answering their questions, exchanging important information, and for safety in case of emergencies.

Be sure to ask, “Is anything else we can help you with?” before ending every call. They will appreciate this courtesy and it shows that you care about their experience at your bed and breakfast. This goes a long way towards establishing repeat business as well as gaining referrals!

Posted in Guests