Whether it’s online via a tweet or TripAdvisor or in person in the lobby of your resort, when dealing with a guest complaint there are ways to turn that complaint into an opportunity for your property to shine. Not only is it the right thing to do but bear in mind that it has been estimated that…a satisfied guest will tell 3 others about their experience at your hotel while a dissatisfied one will tell 10.Click To Tweet
With a few exceptions, when a guest complains they generally have a legit reason to. Sometimes, we make the mistake of thinking that the guest is looking for an upgrade, a complimentary meal, free bottle of wine etc, but usually this isn’t the case. They want their complaint acknowledged and solved so that they feel as though they are getting what they are paying to receive.
One method when dealing with a guest complaint is the LEAP method. Broken down into its steps it means:
Be it online or in person when a guest comes to you with a complaint it is important to listen to what they say. They don’t want to feel brushed off. Give them your undivided attention and really hear what they are saying. After all – guest complaints are the only way to constantly improve on the experience you’re offering so you want them to complain when something goes awry.
Sometimes what a guest wants is for someone to listen to them and see their point of view. Remember to isolate the real problem and ignore sarcasm or personal attacks that the guest may be saying in the heat of the moment and when they’re done to summarize what they told you.
Empathize with the guest by showing them that you understand how they’re feeling. You don’t need to agree with them, but if they can tell that you’re trying to understand their point of view and being courteous about it, it will go a long way.
Recognize and apologize for what could have been done better. Don’t make excuses for whatever happened but take ownership of it as the representative of your resort. Thank your guest for taking the time to bring it to your attention and for giving you a chance to make it better.
And finally, you are ready to problem solve the guest’s complaint. Focus on what you can do (not what you cannot do) and propose a solution to the guest. Once they’ve agreed to a solution make sure you follow-through and follow-up later with guest.