As a creator and supplier of tourism products you understand how competitive business is in our industry. I’ve previously written about, and I’m sure you appreciate, how your guest’s experience and their reviews can make or break your business. While the very nature of your product, its pricing, and the ‘grand gestures’ you build into it will be appreciated by your clients, most often, it’s the tiny little things that leave the deepest and most enduring impression of your business.
This occurred to me, and stimulated this blog topic, when I received feedback from a recent guest at my holiday home. She left a five-star review, but privately she told me the fact that we left our pantry fully stocked and accessible, made such a difference to her, having travelled from Singapore for a short stay. We always leave our food pantry open, but I didn’t appreciate what that meant to guests.
So, here are a few small but impactful things you can do, that cost very little, but will enhance your guests’ experience with your travel business.
The starting point is making guests feel valued. I’ve written before about engaging personally with guests, ideally before, or at least when, they arrive to gather a deeper insight into them and using this to tailor their experience. For instance, most obviously, understand why they have booked. Birthday, anniversary, family, local event etc? Then, responding to that with a personalised hand-written note or a small gift or offer of a photo will make a real difference to their experience. Even just remembering their preferences, such as type of room, something they really want to see or do, dietary restrictions, or even their favourite activities, shows attention to detail and that you genuinely care.
Whether it’s just you or you have staff, be friendly, attentive, conversational and proactive. You know how you feel when you get a warm greeting upon arrival, a quick response to a query, offering tips, local knowledge displays a willingness to go the extra yard. A positive and caring attitude projects a ‘vibe’ that can propel a guest’s experience from regular to extraordinary.
One thing that guests really appreciate is recommendations from locals. Create a curated ‘things to do’ list featuring local attractions, secret ‘hidden’ gems, ‘locals best’ dining options, and cultural activities and upcoming ‘locals’ events like community markets. Personalised recommendations, based on their interests and your knowledge, will make their trip special and weave them into the local community. You may even be able to partner with local businesses for discounts or ‘special’ access that add unique value to their experience.
Add to that an unexpected extra like a photo opportunity, night sky map, local wine tasting session for example are small things that can add value to their experience. Thoughtful gestures like these show that you are willing to go ‘above and beyond’.
I’ve found that simply being kind and generous not only leaves a lasting impact but also mitigates the risk of the destructive, disgruntled guest. For instance, a handwritten welcome note, bottle of local wine, or other local produce on arrival, a small souvenir, a late checkout or bonus tour extension can make guests feel special. Then, if they do come across something that is amiss or doesn’t go to plan, they will give you the ‘benefit of the doubt’.
If you actively seek feedback from your guests through an easy feedback loop, clients will share their experience of your product with you. Be sure to pay attention to both positive and any negative feedback and take immediate action if there are any concerns. Show you value their opinions and demonstrate that you are willing to make changes because it exhibits a commitment to their satisfaction.
An increasing number of travellers are now environmentally conscious. Don’t underestimate the subtle positive message you can send guests about your care for the environment by implementing and explicitly supporting sustainable practices in your business, such as respecting and protecting nature, reducing plastic use, conserving water, and offering recycling. Promote your eco-minded orientation and initiatives and encourage guests to participate. Small efforts towards sustainability can reflect positively on your business.
Always remember the now famous Dennis Denuto and his quote from The Castle “…it’s the vibe” because the ‘vibe’ of your business and interactions with your clients plays a crucial role in their experience. Just by being open, upbeat, welcoming and cozy will set the ‘vibe. A friendly energetic cheery attitude, choice of music, smiling face will make guests feel like a friend, comfortable and positive towards the tourism experience you have created for them.
Don’t skimp on a bit of extra effort or spending a dollar or two to take your clients experience from expected, to exceptional. You’ll reap a big reward for that little investment.
Because it’s the little things that leave the lasting impression – the personal touches, thoughtful add-ons and ‘vibe’ create memorable experiences and it is those, more than anything else that encourages great reviews, repeat visits and positive word-of-mouth.