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Hotel Industry News |
Saturday October 11th, 2008 |
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Handling Customer Fear & Doubt |
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Whether it's a group dinner at a restaurant or a corporate event for 500, organisers always have concerns about what can go wrong. |
Some of them will be expressed, some not. The more you handle these upfront, the more you build future sales and run a useful check on the strength of your systems.
Some common customer fears:
• How much will this event really cost?
• Have I forgotten to ask for something that will cost more later?
• Will they do it the way I want, or the way they want?
• Have we allowed enough time?
• What will happen if we arrive early or late?
• Will there be enough food?
• Will there be food that everyone will want to eat?
• Will the food be as good as promised?
• How clean is the kitchen?
• What will the staff be like on the day?
• Will I be embarrassed by anything during the event?
• How do they handle people who drink to much?
• What else could go wrong that I don't know about?
You know most of the questions people will ask. A great way to answer them and show your attention to detail is to prepare a Frequently Asked Questions list (FAQ). Have it available on your website and as leaflet, and use it with staff training. These are easy to write - you've heard them all 100 times!
Make sure the answers are written in 'sales mode' eg:
Q: Are seat covers included in the banquet price?
A: No [wrong answer]
A: We have a great range available at a small extra charge of $5 per chair [better answer]
Q: What time do we need to vacate the room?
A: Rooms must be vacated by 1am [wrong answer]
A: The room can be used beyond 1am for an additional charge, or your guests can move to the Star Lounge which is open until 3am [better answer]
For inspiration, check the FAQ on the award-winningNathania Springs website.
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Contact Information:
178 Denison St - Queens Park NSW 2022 - Australia
phone 1800-001353 and international +61-2-9340 1089 - fax +61-2-9369 2668
Click for Website
Click for Email
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Profitable Hospitality offers management and cost-control systems (Manuals & CD-ROMs) for restaurants, cafes, hotels, bars and clubs.
The systems are based on the extensive consulting and operating experience of CEO Ken Burgin, and enable busy owners and managers to set up complete operating and cost-control systems in minutes, not months. |
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