Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about Tips for When Guests are Complaining.

.

.

If you are a regular follower of Keystone HPD’s posts and are wondering where the weekly edition is today,

it will now be released on Thursdays at 1 pm EST. The great news is that the INNsider Tips now be made available on Mondays.

.

Here are tips for employees to use when customers complain.

  • The first one is a skill or a trait every good employee should have; the ability to listen without speaking. Let the guest explain their complaint.

.

  • Maintain eye contact, demonstrating concern but remain quiet. If you’re taking the complaint on the phone, don’t respond until the complaint is finished but it is OK to interject the occasional “alright”, “I see,” and “okay”.

.

  • When the guest is finished telling their story, show compassion and give an apology.

.

Continue reading or watching for more tips…

  • The apology does not mean you’re wrong or is an admission of guilt, it just means you understand your guest’s displeasure.

.

  • You could say “I understand how you must feel; I can imagine I might feel the same way given the circumstance”.  The words “feel” and “imagine” are powerful in these cases.

.

  • Re-state their complaint in a condensed version to show you understand the situation and provide validation for the guest.You might be surprised to hear that more often than not, guest service employees never offer an apology or worse an insincere apology.

..

  • When guests complain, they want results.

.

In a perfect world, you could give them what they want, but we are in the real hospitality property world, and that is not always possible. A great way to handle the guest’s complaint is to offer them two options.

.

By being offered two options, they are given the opportunity to make a choice, which will feel empowering.

.

Trained staff who are proactive, can find unhappy guests, uncover a problem, and help properly resolve it can reduce the odds of further complaints and online rants.

.

When guests are complaining, by being understanding and helpful you can turn a disgruntled guest into a loyal patron who might be happy to share the news about your great service.

.

That is it for today’s INNsider Tip.

.

If you haven’t done so yet, make sure to subscribe so you don’t miss any future tips and make sure to join one of our groups that best serve your needs.

.

https://keystonehpd.com/tips-for-when-guests-are-complaining-innsider-tips-059

.

You can subscribe at

.

Sign up for INNsider Tips

https://keystonehpd.com/innsider-tips

.

.

Find your best group option visit

https://keystonehospitalitydevelopment.com/private-groups

 

That’s today’s INNsider tips.

Until next time, have a fun day.