How to Handle Customer Complaints | INNsider Tips-056

Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about How to Handle Customer Complaints.

With the continued evolution of online hotel, resort, inn and bed & breakfast review sites, social media, forums, and fuming customers on YouTube, a property’s level of guest service is increasingly visible to the outside world.

For this reason, it is vital that you have a working operation manual with the appropriate policies to handle customer complaints, as well as properly trained staff who not only welcome guest complaints but, actually, encourage them.

Unfortunately, many hospitality property employees believe the handling of complaints is an unlikeable task, but one that comes with the job.

With proper policies in place and training from day one on how to use these policies, employees can change their view of customer complaints.

Employees and especially owners of independent hospitality properties should look at customer complaints as an opportunity.

The majority of guests who were not happy with your property did not voice their opinion to the owner or the front desk but instead told their friends, family and colleagues and in more and more cases went online to express their irritation.

“The worst complaints are the ones you do not hear.”

Yes, some customers do complain, thus offering you a chance to find a solution, but what about all those customers who do not say anything?

This is where training should involve employees looking for unhappy customers and give them the opportunity to complain.

That is it for today’s INNsider Tip.

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