Magic News
October
1THE QUALITY
E-PRETATION - TRUSTYOU
Satisfaction climbs,
The teams make a difference.
Point of vigilance: some clients still report too much time for requests from their rooms. A topic to share with your teams to identify possible improvements.
Discover your TrustYou score!
2ZOOM ON...
METHOD 1-1-1
Making his return with an action that counts
Gather your managers around three simple questions: a success to value, an irritating client to treat and a concrete action to test before the end of the month.
Discover the method
METHOD 1-1-1
Making his return with an action that counts
A guest stayed at a hotel in The Ritz-Carlton Hotel Company with his family. On his way home, his son realized that he had forgotten his favorite plush, a giraffe named Josh. To reassure him, his father told him that Josh was simply extending his vacation at the hotel.
When he contacted the hotel to recover the plush, an employee decided to go much further. Before sending her away, the whole team organized a real photo session: Josh at the pool, at the spa, in the kitchens with the chefs, at the security post and even enjoying the sun on a deckchair.
See More
A few days later, the child received his plush with a photo album telling the story. « Vacation » Josh at the Ritz-Carlton.
The cost of this attention was minimal, but its impact was immense. History has been shared thousands of times and has become an emblematic example of a memorable customer experience.
This story shows that the effect « Wow. » doesn't necessarily come from a spectacular gesture. It is often born of a simple idea, a little creativity and the desire to make a customer smile.
3MAGIC SUBJECTS
INSPIRATION - Best practices
TESTIMONIAL
Françoise February
Hotel manager
Golden Tulip Tourcoing
For you, a good customer experience?
A fluid experience where the client feels expected, recognized and accompanied.
A concrete example?
A ten minute point every Monday around a customer review.
An attention that makes a difference?
Lift your eyes, greet with a smile and use the client's name.
When experience is negative?
Listen, reformulate, propose a solution and then resume contact.
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A fluid experience where the client feels expected, recognized and accompanied.
Your advice to the teams?
Choosing a simple reflex, repeating it and valuing progress
Article 1
Article 2
Article 3
4THIS MONTH
Share your initiatives
Good practice works in your hotel? Propose a topic or participate in a next interview.
