How do you respond to problem guests? How we respond to difficult people and trying circumstances reveals a lot about our character. Some may argue that our personality, as well as our past experiences, also play a role in how we react to setbacks. Regardless of all the contributing factors to our behavior, we all will face challenges that can make us either bitter or better.
How do you handle guest problems? Of course, not all problems (or guests for that matter) are the same. What works in one situation may not work in another. It is important to convey to all guests, that you place a high priority on their satisfaction with your hospitality services and their experience in your place of accommodations. Some times people just want to be heard, to know that you care, and to know something will be done to address their complaint.
The important thing is for problems to be resolved during their stay instead of finding out from a negative online review. However, if you are learning about any problems for the first time from an online review, please leave a thoughtful response which may include how you deal with that issue with future guests. You may want to offer that guest a free room upgrade or other perk if he or she comes back to stay again. Be sure to get the conversation offline as soon as possible to avoid any negative publicity.
Your guests are members of the public that you extend your warmest hospitality. Some guests are more talkative than others while other guests are more private. Accounting for these personal differences means being able to sense when guests want to chit-chat or when they value their privacy. Be available when guests need you, but also give them space.
Successful bed and breakfast innkeepers (and their staff) excel in variety of areas. This includes: concierge services, cuisine, decorating, gardening, hospitality, housekeeping, maintenance, private event planning, renovations, and more. How we respond to problem guests can earn the respect of not only those experiencing the problem, but also potential guests reading online reviews about how the problem was handled.
Kristi Dement, of Bed and Breakfast Blogging, offers reputation management services. It is extremely important that all businesses manage their reputation. Contact Kristi if you are interested in learning more about how she can help you with that.