How to Handle Unsatisfied Customers

If you're wondering how to handle customer complaints on social media, here are five tips.

How to Turn Guest Complaints Into Compliments

couple dining1

The hotel industry is notorious for guest complaints. If you’ve ever worked retail, you know the saying “the customer is always right.” This applies to the hotel industry as well since the customer is buying a room for a night or more. How customer complaints are handled is often key to keeping that customer and gaining more.

I recently stayed at The Damai Resort in Orlando FL and overheard a very upset guest’s reaction to the pool being closed for routine clean up. While I was also looking forward to the pool that day, I understand that routine maintenance must happen. But what I was most impressed with was how the staff member handled this upset guest and seemed to turn his attitude around by the end of the conversation. It seemed that by simply listening to the guy and giving value to his concerns and offering fun Orlando alternatives, the guest left happy and content.

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How the Storage Industry is Using Social Media

SpareFoot Storage

When you hear the words “social hospitality,” the storage industry doesn’t necessarily come to mind.

The storage industry probably elicits memories of angry auction people on a television show, or the summers between your sophomore and junior year of college.

Nevertheless, it is a massive industry that is starting to realize the effectiveness of utilizing social media.

Now, how does something like the storage industry fall into something like social hospitality?

Let’s start with the word hospitality. When you need storage, all you are looking for is a secure place to store your things for an indefinite amount of time. Having a wonderful facility manager to guide you through your experience can definitely make a difference. At its core, the storage industry is very service based.

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Customer Service Through Social Media

customer service through social media

When social media sites first emerged, businesses soon recognized an opportunity to push their products, brands and messages. Over the years, successful companies have learned to host open dialogue with customers via Facebook and Twitter. The positive implications for online customer service have been significant, as have the risks. Below are four tips for using your social media accounts as vehicles for smart customer service.

1. Share Your Business with the Customers
A personal connection with your customers is invaluable. You’ll build loyalty, and your social media followers will spread the word through Facebook shares and Twitter retweets. Don’t trust that simple one-way messaging will be enough. Make yourself accessible. Let consumers know they can contact you directly by way of Facebook and Google+ comments or Twitter mentions.

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