How To Thrive in the Hospitality Industry – How to Thrive in a Hospitality Market – Part 3
In part three of this business coach training on how to thrive in the hospitality market business coach Clay Clark is going to talk about how the net promoter score can work in your favor. What the net promoter score means is that there was a Harvard business review study done on the link between employee satisfaction and customers reaching what they call the apostle status. What they mean by apostle status is that these customers are so wowed by your product or service experience that they then go around and tell everyone that they know about you. If you can wow your customers to Great you on a 1 to 10 scale as a nine or 10 consistently these customers would be considered apostles. So one move is to make sure that you give an extra wow that can help push seven or eight up to the 9 to 10 scale. Clay talked about how if you operate a hotel you should call the guest a few minutes after checking up to the room make sure everything is a good and in working order and offer them a free dessert and book a time for them when they would like to come down and have it. In the grand scheme of things a free dessert in a comparison to a hotel room is a very small cost and now this client is likely to go ahead and buy a drink or have dinner that they may not have had and they’re going to tell their friends and family how awesome experience was and how they got freezer. This one example of how to create an apostle out of the client. If you need to learn more these mover you need to learn how to systemize and grow your business and you need to come to our next drive in person workshop to take two days Andover 15 hours we’re going to teach you all of the system that you need to go And put into place in your business to improve the direction that your business and life are heading right now.
