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Every guest, every time

I had the pleasure of meeting recently with a restaurant owner in a major U.S. metropolitan area. His restaurant has been open a bit over a year, and he isn’t accomplishing what he believed the restaurant is capable of.

When I asked him why he believed the outcome was not as he had hoped, he replied, “lack of consistency.”

What prevents us from delivering a guest experience resulting in overwhelmingly satisfied customers — every guest, every time?

What do you think would happen if every guest staying at your hotel or visiting your restaurant was delighted, overwhelmed with joy and satisfied beyond their wildest expectations by their experience?

What was your most memorable positive experience at a hotel? What was remarkable about it? Was it worth what you paid?

Over the next several months, I will be capturing information about customer experiences in our business of hospitality, and also in the retail community as well as other business sectors, in an effort to look at varying customer relationships. One critical component I will be searching for is what role technology plays in delivering a more remarkable customer experience.

I would love to hear your answers to these questions: What was your most memorable positive experience at a hotel? What was remarkable about it?

I look forward to hearing from you. Thanks in advance for your feedback.

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