Do you want to know those 35 small things which does not cost money but will ensure that your customer revisits your serviced apartment?
My Pain
How do I ensure once my customer…always my customer…?
My experience
No matter how lavish or expensive things you put in your serviced apartments, if certain basic things are missing your guest would never be satisfied. You cannot do much with room size and location of your property, but you can always ensure completeness of small basic elements which may not cost much but will leave your guest satisfied. (You can read about How to price a room here)
- Bedroom (Apart from Beds, Mattress, Protector, Pillow & Bed Linen, TV & AC). Ensure following must have
- Side tables with Bed Lamps
- Floor rug/Carpet
- Luggage rack
- Full Mirror
- Bathroom Slippers
- Study Table with Chair & Study Lamp.
- Dustbins
- Laundry Bag
- Hangers in Cupboard
- Mosquito Repellent
- Instruction sheet
- Menu Card (In-house/Nearby Restaurants)
- Cushions & Bed runner
- Wall Clock
- Wall Painting
- Water Bottle/Jug/Glass
- Coffee table & Chair, if room size permits
- Blackout Curtain on windows
- Foot Mat
- Bathroom
- Bathroom mat
- Towel rack with Hand Towel & Bath Towel
- Mirror at a correct Height
- Soap Dispenser
- Shampoo Dispensers
- Dustbin
- Odonil deodorant
- Shower curtain
- Living area (apart from Dinning table & sofa set)
- Paintings /Murals on the wall, wall should not look empty
- Plants
Eye to Details
- Power Points: Position of Power points is important. Should be next to bed and study tables for easy access
- Maintenance: Regular shower holes unclogging, Health Faucet unclogging, Check remotes regularly, clock cell. Regular Plumbing services/Deep cleaning, Pest control every fortnightly, daily house keeping
- Bed & Bath Linen: Stained or damaged linen should never be used. I in Alcove Serviced apartments replace all my towels every six months, replace all my bed linen once a year and whitewash the complete building minimum once in two years.
- Staff Mannerism: Its very important to train all manpower to wish guest whenever they encounter the guest in their serviced apartment. Train staff never to say No to any requirement of the guest. If the guest is demanding unreasonably train them to talk to the owner directly.
- Room Ventilation : During morning housekeeping open windows to ventilate the room, Mosquito net on all windows is a must.
- Food: Catering homely food to the taste of the guest
These are some of the parameters that the TrustedStay team evaluates before qualifying a serviced apartment into its fold.
My Conclusion
Just do the above basics right. Don’t try to over spent thinking that the customer will be happy. Just focus on not to give any opportunity for the customer to complaint. That’s it, these are the simple client retention strategies for serviced apartments. Do write your comments below if you agree.
Also Checkout :
13 Comments
‘Great’ service perceptions are created by being ‘Good’, 100% of the time, time after time, year after year- so that the customer notices that everything is as it should be on every visit to your service apartment. Or as your tagline goes: ‘exactly as you expect’.
Very few service providers can establish the rigour required to achieve this consistency. The ones that do, automatically stand out.
Thanks Valsan
Dear Madam,
With this write up it will be easy for those who are in to this business can check any lapses in their existing apartments or can be use as a check list to ensure guest loyalty. Same applies to the new entrants in this business.
Great check list madam to be followed up to ensure high standard of services and guest loyalty.
Great write up. You come out with No Nonsense approach with absolute clarity on what can impress a customer. If you’re successful in training your staff to understand your approach to customer satisfaction, then you’re sure to have DELIGHTED CUSTOMERS every single day in your labour intensive Hospitality Business .
I feel you can expand Customer Base by encouraging your Ardent Customers to send their contacts through their reference. If you politely remind your customer with ” Sir, we are still waiting for an opportunity to serve your contacts or friends “. Remind them for referals at every given opportunity.
While you’re trying your best ensure your staff work towards customer satisfaction, you work towards repeat and referral business.
Rita ji, you’re in Hospitality the Toughest Business. One leaking tap or a dead battery in TV remote can increase BP levels in Customers. Yet you would love to have DELIGHTED CUSTOMERS every day and in big NUMBERS. That’s your aim in this Business ALL THE BEST.
Thanks for your encouraging note Mr Mohan
Described so well. It really inspires and encourages looking at the silver lining to unfold soon.
Thanks Mr Sunil
Very helpful in difficult times, thank you.
Thank You Mr Paras
I think Rita has covered all the point which I look as customer.
To add above sometimes I feel USB charging points along with electrical board can be additional charm
Very useful notes Mrs.Dewan. Being a host myself i can relate with all the points mentioned above. You are right, staff needs to be trained and more so now post lockdown, staff needs to understand importance of hygiene all the more. Best Wishes for the time ahead and keep sharing your experiences and tips.
Thanks Anupama. I am told that you run serviced apartments in Chandigarh. Nice to know that my little knowledge was of some use to you-Rita
Very good read. Provides a quality check list of minimum must have’s for stay in a service apartment. An opportunity or trigger to create a quality standard for the service apartment hospitality industry. Not sure if one exists