According to Howard Feiertag and John Hogan's book "The Field from Lessons" there are six reasons the company loses its customer and that customer never returns. There are six reasons the guest leaves your hotel and never returns again.The six categories can truly put all of the lost business.
(1) death, (2) they move, (3) they make new friends in business, (4) they are missing in the competition, (5) they are dissatisfied with the product , They experienced an indifferent attitude from one or more employees.
In my seminar, I will present a list of six reasons to the attendees and ask them to estimate the proportion of lost business applications for each of the six reasons. A few minutes after the discussion, I will reveal the actual percentage. It is always surprising that I give real numbers to them.
Most people are too expensive for low ones, too low for high ones. Please try to guess for yourself. Do you think the proportion of lost business is because the customer died? How about running? And make friends in business? Are any competitors defective? And how much dissatisfied is the product? What percentage of leaves are left due to the attitude of the employee? Cover one at a time.
Six reasons they will not return
Death - Yes, it is sad, but it is part of life and is part of business. Guests will die from time to time and will never come back to our hotel. Together we need to move. (1%)
Move - Our guests need to move to a different city and use our hotel anymore. Life changes are factors. Job hunting will affect customers who do not return to the hotel after leaving the area. (3%)
Make new friends in business - When people live and meet new people, make friends after a while. Sometimes these new friends will be the same business that we are. In this situation, often new friends give discounts or force guests to switch hotels. (Five%)
Failure to competitors - Competitor advertisements may arrive at a customer after a while. Or a new hotel will be opened nearby and you may try. (9%)
Product dissatisfaction - No matter how much effort we make, no matter how we researched and redesign the hotel, we would not like anything about the building we built. Several design elements and some features about the layout of the hotel itself will make some people forget. There are various dislikes in human nature. We can not always please all people of the product. (14%)
Attitudes of indifferent employees - All the reasons for lost business so far are out of our control. This is completely under our control. The attitude that we show and the employee's project attitude will make a big difference in guest satisfaction. Guests are not planning to return to the hotel if they feel employees are uncertain or do not care about request or guest issues. Here is a big surprise here ... the percentage of customers departing for this reason is 68%.
Please remember that many of these unfortunate guests will tell others about the situation and experience will talk at the party. On average, guests who are dissatisfied tell other people about 8 - 10 people about unacceptable experiences. One out of five will tell about 20 people. Our attitude is to save our business. Please confirm that the posture you indicate is good.
