The Value Of Listening To Your Clients

As a small company in the hospitality industry, we feel the pinch just like the hotels when occupancy down.  I cannot tell you how often we hear,  ” We love the product, we see the value….and it’s just not in the budget”.

After sitting with a client who loved the product and just couldn’t afford the customized option, I went home and really starting thinking about why we do this and what our goals are.

It’s simple, I love working with the teams, I really do.  I believe they need to be treated as professionals and too often we train them as ” entry level”.  I would argue that as most of the successful General Managers and Directors I know, started at the desk.  They are intelligent and that is where we often find the passionate ones who will stay in this industry for years to come.

So,  I began to look for affordable options for those smaller hotels that still believe in the importance of training,  and would still would love to see an audit on their teams to understand the strength/weakness and where revenue can be improved.  Let’s face it, even the big hotels can utilize it.  Many have Mystery calls, inspections, etc… but few actually share it with the General Manager or Director Of Operations until the annual AGM Meeting…. in my opinion, too late.

Fully customizing as we currently do was not an affordable option, but there is a solution.  As of today, we will be offering a static program with full access.  What does that mean?  Well…. simple, the program will not be customized to the hotel, rather it will be the fundamentals.  Teams will still have access to our service connection workbooks, articles and reinforcement – it simply won’t be embedded on the hotel sites, nor will we be incorporating any private empowerment options or standards.

The positive?  They still get a fantastic training program and you still get the important quality assurance ( mystery shop calls) with full executive reporting.

We have created a website for this particular model and where you can find out additional information, order via credit card ( PayPal) or submit a order and have us bill you.

The Quality Assurance has been pivotal to so many of our General Managers.  They utilize it to reinforce up selling and to get a real view of the guest experience from the moment the team member begins interaction.

With this economy, I understand the importance of affordability.  I also believe you cannot afford to lose a single call.  Every call needs to be converted and teams need to understand the importance of the first impression.  At $ 159.00 a month, with no contract, as a previous General Manager I can see no reason to not utlize the program and see the revenue benefits for yourself.

To find out more, visit the site

http://www.wix.com/serviceconnection/agcustomhospitality

or if you prefer, email me directly at .(JavaScript must be enabled to view this email address).

Wishing every team a successful summer season!!

Angelique