How to turn a new customer into a returning customer.
The booking has been taken, the customer has paid and now they are looking forward to their forthcoming holiday, now is the time to ensure that the customer is so impressed with their chosen property that they will want to return the following year for yet another enjoyable week or two at your property.
- The most important thing by far is that on arrival the property is spotlessly clean, every surface is shining, every crumb and cobweb banished. A cleaning checklist is a handy tool ensuring all areas have been covered.
- A welcome pack is a great way to greet your customer to the property especially after a long journey, the pack will depend on the party size and be influenced by Cornwall as this is why the customer has chosen your property. A welcome hamper including milk, tea, coffee and sugar will really be appreciated, extend their warm welcome to include a sample of local produce or a bottle of wine. Either way, enough to get late-arriving guests through the night will go down a treat.
- Providing linen & towels will ensure the customer has one less thing to pack and clean crisp linen and fluffy towels make a great first impression.
- Information on the local area including your top tips on walks, beaches, attractions, local markets, shopping and places to eat will be appreciated by the customer as they value local knowledge.
- The weather is not always perfect so in-house entertainment like board games, cards, books, DVD’s and PlayStation/Wii consoles will ensure happy customers from couples to families.
- Take the time to write up-to-date information on how everything works in the property, under clear headings. Print out and place in a folder with plastic page-holders.
- Does the kitchen have everything you would have in it if you lived there? It should do! And plenty of extra glasses, mugs, plates, bowels etc because your customers are on holiday and don’t want to be washing up all day.
- Provide cleaning products, including tablets for the dishwasher and washing machine and loo paper. Customers will not appreciate having to buy all these things for just one week’s stay.
- Outside areas are as important as the inside. Ensure gardens, pathways and parking areas are free from weeds, well lit, and sufficient comfortable furniture is provided so customers can enjoy being outside.
- If you cater to families, ensure you provide a cot, a highchair and stair gates where practical.