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Tag Archives: customer service

Smile to Make You and Your Guests Feel GOOD

Want to stand out in a crowd, be healthier, and make your guests feel welcome? … then SMILE! Smiling: • Makes Us Attractive We are attracted to people who smile. We want to engage with a smiling person and figure out what is so good. Frowns, scowls and grimaces all push people away, but a smile draws them in, so smile when greeting your guest/s. • Relieves Stress Stress can really show up in our faces. Smiling helps to prevent us from looking tired, worn down, and overwhelmed. If you looked stressed, guests will pick up on this, so smile when you are talking to them, your stress should be reduced and you’ll be better able to look after your guest/s. • Changes Our Mood The next time you are feeling down, try smiling. There’s a good chance your mood will change for the better. Smiling can trick the body into helping you change your mood and others. • Is Contagious When someone is smiling they lighten up the room, change the moods of others, and a smiling person brings happiness with them. Smile at your guests, they will smile right back. • Boosts Your Immune System   Smiling helps the immune system to work better. When you smile, immune function improves; perhaps it is because you are more relaxed. • Lowers Your Blood Pressure When you smile, there is a measurable reduction in your blood pressure. Give it a try if you have a blood pressure monitor at home. Sit for a few minutes, take a reading. Then smile for a minute and take another reading while still smiling. Is there a difference? • Releases Endorphins, Natural Pain Killers and Serotonin Studies have shown that smiling releases endorphins, natural pain killers, and serotonin. Together these three make us feel …Read More

4 simple ways to personalise your caravan park’s customer service

Investing in new trendy devices, revamping your furniture from top to bottom, or hiring more staff members are not the ways to improve your guests experience or your “bottom line”. The real key to giving your customers a pleasant stay is in making them feel at ease, which you can easily do by personalising your customer service. Here are just a few suggestions: Upgrade your guests Guests usually arrive at your caravan park after a few hours/long day of driving – they may be tired, frustrated from traffic or at their wits end with the kids misbehaving – so why not give them a free upgrade? The cost of upgrading someone is minimal – just a little admin work and you’ve got happy (and returning) customers as well as positive word of mouth recommendations. It’s a great way of marketing your business and ensuring you get some fantastic reviews on places like TripAdvisor, Google Review etc. Write (handwritten) welcome notes In a world where everything is becoming more digital and impersonal, writing your guests a handwritten welcome note gives that warm and personal touch that people appreciate. It doesn’t have to be an essay or anything witty – just as long as it’s tailored to the individual guests that are staying in that room/site. For example, note whether your guests are staying for an anniversary or other celebration. If you notice that it’s someone’s birthday, leave a little something extra behind in the room as a surprise. Greet guests in person Taking the welcome to the next level, be on hand in reception when your guests are arriving to welcome them in person.  Guests love that warm, sincere and personal touch – have a brief chat, and also let them know if there is any issues during their stay, to come and contact you …Read More

Do You Talk To Your Customers?

Do you want your business to grow and prosper? If YES, start talking to your guests! Conversation is vitally important when it comes to building relationships with potential guests. It does not take much to realise that the ways in which we communicate have changed over the last century especially since the introduction of texting, social media, or email. Regrettably, however in some cases, the anonymity of online conversations seems to have encouraged people to write things that they would never say in a face to face conversation. Regardless of these changes, basic good manners remain essential when we go about building relationships with our guests – both internal (meaning our employees and service providers) and external, our guests (our customers and others that pay for our services). It is important that you create a good impression with every person with whom you may have a conversation. So how can this be done? It’s quite simple – just follow these few basic tried and true rules of etiquette 1. Always Be Polite  The old basics of hello, thank you, please, regards, all show respect. So easy to do and costs nothing to apply. The use of these words or similar will go a long way towards making your guests feel valued.  2. Aim To Make The Other Person Feel Good But Always Give Honest Replies The cornerstone of great customer service – “Make the people who you associate with feel as satisfied with themselves as possible”. Make sure that everyone leaves the conversation feeling positive and that they associate those positive feeling with you or your caravan park. 3. Always Be Attentive And Know When To Listen Most of us have two ears and one mouth – so it is important to use them this way. If you want to build relationships …Read More

10 Steps To “UP” Your Customer Service

Everybody is a customer service critic! As caravan park owners and managers, it’s important to take time and reflect on your own level of service, whether that be in person, via phone, over email/social media, or even through your website live chat feature. Is what you are delivering “top notch”? And is your delivery setting a good example for your staff to follow? Consider the following TEN steps:  1. Listen Are you really listening to your customers across all mediums: in your parks, over the phone/email/live chat/website and on social media. Are your staff encouraged to actively listen to clients, empathise, rephrase and clarify customer concerns to ensure their needs and desires are fulfilled. Is every conversation finished by confirming the customer is happy? Never let a social media enquiry go unanswered for more than 48 hours – unless you want your guests to visit your competitor! 2. Feedback & follow up Using digital and print feedback forms can give a voice to quiet customers and uncover issues/concerns that people may be reluctant to raise in conversation. It is important to follow up on these forms, thank customers for their comments/suggestions and inform them of your plans to rectify the situation/address the concern. Encourage your customers to share their experiences and ideas for improvements, perhaps offer an incentive for completing the forms. 3. Lead by example If you’re the manager/owner, then it’s paramount to lead by example. If your attention to customers becomes sloppy/laidback or inconsistent, staff will see this as an opportunity to relax into less than attentive roles and lose focus on the most important aspect of your business: your customers. Make sure every person who walks through your door is acknowledged within three seconds. Even if you and other staff are serving someone else, a simple smile, …Read More

Service Excellence – The Secrets to Success

Most caravan parks profess to provide excellent service and yet surprisingly few manage to consistently deliver, so this begs the question – what is the secret to success in the caravan park industry? It’s quite simple really – great service requires the attention and devotion of the entire team – all operating in sync with one another in order to succeed. Many caravan parks (or any businesses in the service industry for that matter) regularly direct their teams to provide great customer service, but fail to provide the support required by their teams to ensure they succeed. And companies wishing to provide excellent service must have the entire business provide a united commitment to the process. Service Excellence is a very common concept, and yet an exact definition can be somewhat vague. Most guests can easily define many service attributes, including for example: great service, friendly service, or even exceptional service. However what do these terms really mean to your customer? How do you win new customers and build loyalty amongst your existing customers? Unfortunately many of us can easily recall several less than impressive poor service experiences and in turn, people are all too keen to pass on their negative impressions. It’s easy for most people to recall the sequence of events and describe how things went wrong. However, if you ask yourself to think of an excellent service experience, can you?? Generally this is much harder to do. This is because we don’t think about the components of excellence in service. We essentially know when it has or has not been achieved based on how we feel. A great service experience is often described in emotive terms such as feeling secure, confident or special. So why is it so important to get your service offering right?   Poor …Read More

Customer Service – 5 key elements to success

Customer service is vitally important in the caravan park industry – or any service industry really. The level of service can make or break your business, so it is important that you adjust your service levels and that of your staff, until you hit perfection (or as close to perfect as possible). If not, you may well find your business losing repeat customers and potential new guests as well. The below 5 key elements should be used as a guide, to ensure your customer service, and that of your staff, achieves a certain standard that’s not just acceptable to the general public, but also confirms your reputation of a quality caravan park. Start with a warm welcome/greeting Greeting customers is the first step you must master, and one that shouldn’t be taken lightly. Remember, first impressions count – the first encounter for a guest plays an important role in setting the tone for their overall experience. A good welcome will be warm, polite and knowledgeable. Be careful not to become overbearing or fake, remember it must be natural. Its necessary to find a healthy balance, so guests come away from the experience more content and happier than when they entered the building. Keep employees happy   It can be very easy to focus all your attention on your potential customers and not on your staff. Don’t! Happiness amongst your employees will be conveyed to guests of your business, and visitors will pick up negative energy amongst your staff all too easily. By keeping your staff happy, it will help generate a better atmosphere that surrounds guests and make them feel more at ease and at home, therefore giving them a better experience. Exceed customer needs and expectations   In an industry that is as competitive as ours, it’s not enough to …Read More

The Six Best Words in Customer Service

Customer Service – What separates ‘excellent’ from ‘average’…….. The delivery and being positive. What you do is very important but choosing words that are active, enthusiastic and mood altering will have a significant effect on the way the customer hears what you’re saying and consequently the way he/she feels about it and reacts to it.  So choose your words carefully – they do make a difference! Consider the following ‘six’ words: And then….. Think of the passive catch-all, “Let me see what I can do,” which sets the customer’s expectations somewhere between low and zero. But change that to “I’d be delighted to help,” and immediately the customer will be smiling on the other end of the phone or at the counter, confident that you’re actually interested in helping, and be much more receptive to whatever you have to say and do. Delivery of this phrase or similar, only works if it’s genuine not forced or scripted. It presumes a good attitude, and the desire and authority to help people. Speak as a normal person, with a smile and a wish to please, and these “good words” will work wonders. Guests may have been beaten into assuming they’ll always get mediocre or even horrible service, and they are defensive before anyone even answers the phone or greets them across the counter. When they call, e-mail or chat online with a company representative, they expect robotic, soul-less responses in the standard, dehumanised voice of the typical ‘customer service’ interaction or they expect to have to argue their point with an employee who may not be able to resolve the issue.  Break that predictable pattern with the thoughtful use of positive trigger words and you’ll change the entire tone of a customer interaction. Make people happy and pretty much everything else takes care …Read More

Goodbye Is As Important As Hello

We have shared our thoughts previously on how important it is to create positive first impressions. First impressions are like reassurances – they give the guest confidence in knowing that their decision to book your caravan park/holiday resort was the right one and it will indeed be a fantastic place to stay. Having everything in order when the guests arrive comforts them and sets a precedent for the remainder of their stay. It’s important to be recognised this way. However, a guest’s departure also provides you with the opportunity to focus on delivering a memorable, lasting and positive impression on a guest, so they remember their stay and all the good times they had? Some guests simply want to get on their way and facilitating a quick goodbye will reinforce a positive lasting impression, however for those that have a little bit more time, we recommend asking your departing guests: • Did they enjoy their stay? • Is there are any areas we could improve in? • Anything we could do better? • Anything we should be doing and presently are not? • Any assistance they need before leaving? • Or even any assistance they may them need in organising getting to their next destination? Keep your conversation friendly, warm and engaging and never defensive. They are sharing valuable feedback which you can take and implement to improve your business and make it the best it can be.  Remember – go out of your way to ensure that your guests have all the necessary things they need to get on their way and in doing so, it will show you care for the guest, appreciate their business and keep the door open for future visits.

Customer Service – How to WOW and Why

The “Customer Experience” goes beyond just “Service” and as the world of hospitality evolves, we leave the “Service” phase and enter the “Experience” phase. In other words, SERVICE – pure and simple is not enough anymore – the service we provide is now just part of the experience. This tells us that in order to create the sort of loyalty and support we seek from our guests, we have to create emotional experiences that make people say “WOW”.  Remember – you want to be memorable (and in a good way!) So what sort of experiences are we talking about, and how do we go about creating them? Here is a great example of a “wow” experience that we found and that was actually experienced by a gentleman called Tim Millett: “In 2005 whilst in Bali with a group of friends celebrating a milestone birthday, the second lot of terrorist bombs targeted the tourism industry. Fortunately, none of Tim’s group were directly affected in any way by the events of that evening. However the following morning Tim received a phone call from his credit card company saying that his recent transactions indicated he was currently in Bali – and they were calling to ask whether he was ok, and whether there was anything they (the bank) could do to be of assistance to him (their bank customer) given the tragedy that had occurred. Talk about – WOW!  Apart from the obvious, this experience is impressive from a few perspectives: 1. That they could turn their use of technology into such an hugely personal connection 2. That although that person had no need for their services at that time, however the intent was so powerful and enough to create such a positive and lasting impression 3. Another interesting point to note is …Read More

25 Inspirational Customer Service Quotes

This is shared from Salesforce, but originated by Desk.com’s article – “50 Inspirational Customer Service Quotes To Hang In Your Office” Some of the most successful companies have one thing in common – incredible customer service. These businesses go out of their way to make the customer feel appreciated, understood and cared for. The end result of this is simple but powerful — a strong connection to the customer that goes deeper than the normal company-customer relationship. If your company is also setting out to better serve its customers, who are increasingly connected and opinionated, then you need a strong customer service philosophy. A strong philosophy on customer service will make the difference between standing out from the pack and staying competitive, or marring your brand name. Here are our pick of 25 of the best, most inspirational customer service quotes: 1. “Your most unhappy customers are your greatest source of learning.” – Bill Gates, Microsoft 2. “Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.” – Steve Jobs, Apple 3. “It is not the employer who pays the wages. Employers only handle the money… It is the customer who pays the wages.”- Henry Ford, Ford Motor Company 4. “We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.” – Jeff Bezos, Amazon.com 5. “The best way to find yourself is to lose yourself in the service of others.” – Mahatma Gandhi 6. “Do what you do so well that they will want to see it again and bring their friends” – Walt Disney 7. “The goal as a company is to have customer service that is not just the …Read More