Institute of Hospitality CPD event London September '14

1. Customer Care Strategies to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More

2. •Why successful businesses start at the end and work backwards
•How to build trust early and avoid buyers’ remorse
•The subtle extras that can convert a lukewarm buyer or one time customer into a raving fan
•The significance of glue in building loyalty
•The simplest and easiest way to stay on your guests’ radar and keep their attention
•How to ensure consistency so guests receive the same levels of attention on every visit

5. 7 strategies....
to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More

6. Why?
•Significantly easier to sell to
–already know you and what you offer
–existing relationship so can personalise
–first-hand experience of your product or service and hopefully like the result
–already experienced your service so built trust
–spend more
–more likely to recommend
•= More PROFIT

7. Habit # 2
Begin with the end in mind

8. 1.Define your Service Values
B.R.A.N.D.

9. When your guests leave…
What would you want them to:
Feel
Say
Do

10. 2.Engage early

11. Engage
•First impressions
•Build rapport
•Confirm
•Add value

12. Add Value
•Share information
•Build anticipation
•How else can you help?

13. 3. Warm Welcome
•Make it personal
•Stay engaged
•Listen
•Add some GLUE

14. G.L.U.E.
Give
Little
Unexpected
Extras

15. 4.Think Long Term
•Last impressions
•Mementos
•Stay on their radar….

16. What is the very last thing
they hear,
see, smell,
taste, feel?

17. Wow
Do
Something
Different
What touch of magic can you add to make it truly memorable?

18. Out of sight is out of mind

19. Show your appreciation

20. 5.Consistency
(+1%)

21. Consistency …
•Systems
•Resources
•Equipment
•Time
•Continuous improvement

22. 6. Create a trusted team
•Expectations
•Behaviours
•Knowledge
•Skills
•Support
•Confidence

23. Confidence
is the aspect that’s so often missing.
•Practise in a safe environment
•Feedback

24. 7. Inspire & engage your team

25. Empower
•Personal suggestions
•License to do what’s best
•Anticipate (what if…)
•Ownership and authority
•Keep informed
•Personal Development
•Continuous improvement

26. Recognition
What’s important to them?
1.Thank you
2.Treat
3.Time
4.Awards
5.Opportunities

27. 7 strategies....
to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More

28. 7 strategies...
1.Define your values
2.Engage early
3.Warm welcome
4.Think long term
5.Consistency
6.Create a trusted team
7.Inspire and engage your team

29. Customer Care Strategies to Woo and Wow your Valued Guests to Keep Them Loyal and Coming Back for More

30. For more information caroline@naturallyloyal.com www. naturallyloyal.com www.21ways2wow.com