Are you thanking your guests enough?

New York Times Bestseller, The Thank You Economy, offers data driven evidence that businesses that succeed today are the ones that can prove they care about their customers more than anyone else.

That’s great news for innkeepers. As a profession, you are already known for your personal service and genuine caring. Are you taking full advantage of that strength by finding multiple ways to thank your guests for their business?

Chances are you already send thank you notes to every guest. If not, you are missing a huge opportunity to reinforce the positive brand you created when your guests visited. If you have a small inn, and good penmanship, a hand written note to every guest is a no-brainer. I have 17 rooms and terrible handwriting, so I have adopted a 3 tiered approach:

1. Guests who stay 1-2 nights in an inexpensive room receive an email thank you.

2. Guests who stay 1-2 nights in a luxury suite receive a post card, hand signed by me.

3. Guests who stay 3 or more nights, receive a personal note (printed on my computer) that thanks them for choosing to celebrate their birthday/anniversary/honeymoon etc. with us.

All 3 thank you’s include an image to remind them of their stay. For example, the postcard I used last year (with the help of Snapfish.com) uses a photo taken by my son.

Another extremely effective thank you is for online reviews. Good or bad news, thank your reviewer. Be personal. If they stayed in your spouse’s favorite room, say so. If you have a story about that room (where you purchased the bed, or a memorable picture on the wall), share that. Remember, you are writing the note for all potential guests to read.

Finally, whatever methods you choose, be authentic. It always shows!

For more ways to attract and keep guests, read more.

Are you thanking guests who complain? Chances are, they have a legitimate issue that others have experienced but haven’t shared with you. If you are able to fix the problem immediately, you win extra loyalty points with that guest.

How about potential guests that do not stay with you? Perhaps you are full or they are looking for an amenity you do not offer (ex: pool). Thank them for thinking of you and ask if you can add them to your newsletter mailing list for a future stay.

Finally, make sure that your repeat guests receive an extra dose of appreciation. From a simple “welcome back” note in their room to a room upgrade, choose an appropriate token to reward them for their loyalty. If possible, keep some notes on every guest especially dietary preferences. You never know who might become your next rabid fan.

7 Ways to Man UP Your Inn

The "Girlie" image some men think describes inns can be countered with the 7 steps below. Male guests will stay more frequently if you can do it.

Sue Gillingham, hospitality marketer, offers these tips:

My husband and I are co-owners of a 17 room hotel/bed and breakfast and we are pleased to say that we are debunking the Girlie myth and making converts out of our male guests.

If you think your property might benefit from higher occupancy or higher room rates, here are some ideas to attract more men guests.

1. DE-CLUTTER - I recently went through every room and removed at least one decorative pillow or bed scarf. I found I achieved the same pleasing visual effect with less “stuff”.

2. SMALL BREAKFAST TABLES - Provide tables for 2 for breakfast. There’s no way my husband (or I) want to eat breakfast with a stranger! If your dining room doesn’t allow for enough small tables, offer room service, breakfast on the porch, or have more than one seating.

3. WINE THEM - Get the most out of the afternoon wine hour. This is the best time during your

guests’ stay to help them fall in love with a B&B. As the host, are you breaking the ice, introducing guests to each other, and helping them find common ground? It doesn’t take much to get folks talking and even couples who usually enjoy the anonymity of a larger hotel are soon making new friends.

4. SHARE BIG STRONG RENOVATION ALBUMS -Make a property photo album for the coffee table. Guests (male and female) love to see the history of our “extreme makeover” – from dilapidated boarding house to award winning hotel. Construction photos are particularly captivating.

5. MANLY-MAN ROOM DECOR Have at least one masculine guest room. You don’t need to go to an extreme

“man cave” décor but select neutral colors and fabrics. A leather easy chair is a sure winner.

6. MALE SALE - Sell to men! Does your home page appeal to men? Do you list local activities that would interest men? Our town has car shows, craft beer pubs, and water sports. What can you offer? Consider posting your rooms on social media sites like Manteresting.com (think Pinterest for men).

We all know that repeat guests and referrals make all the difference in our bottom line. Turn those reluctant husbands into fans of your B&B with just a few tweaks.

For more ideas for improving the male guest experience, click here.

7. MANLY STUFF - BIG HD TVS, Craft beer, Background music, Baldacchi and Lee Child Jack Reacher books.

As one male guest commented to us, the “intimacy of a B&B can be too awkward”. Help preserve your guests’ privacy with a little music.

Sue Gillingham is co-owner of the award winning 1906 Lodge at Coronado Beach in the seaside village of Coronado, California. After restoring an historic building and constructing additional luxury suites, she took on the challenge of running the property with no hospitality background (but with all those East Coast degrees). Within one year, the 1906 Lodge rose to the top of the Coronado TripAdvisor ratings, where it has remained for 3 years.

Sue now shares lessons learned through her consulting practice. She can be contacted at sdgilling@gmail.com and can help you take over your market, raise rates and increase occupancy.

Phone is: 619 972-5318.

Are you thanking your guests enough?

New York Times Bestseller, The Thank You Economy, offers data driven evidence that businesses that succeed today are the ones that can prove they care about their customers more than anyone else.

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