Going home
i
Feedback
Major tour operators hand out guest
feedback forms on the journey back to
the airport. On a boring coach journey
with little else to do, the response rates
are higher than normal. Honest customer
feedback is valuable, even when it is
critical. What you don’t know certainly
CAN hurt you.
It is easy to dismiss a comment by one
customer. It is not if several people
mention the same thing. As the business
operator you need to know. One person’s
opinion won’t necessarily give you an
accurate picture. Feedback from as many • Hand over a comment sheet when
guests as possible gives a balanced guests check out
picture that makes managerial decisions • Provide a visitor book and ask guests to
easier. write something in it. However these will
mainly be positive reviews which are
How easy do you make it for your nice to read but not helpful for finding
guests to give you their honest opinions? potential problems.
Some ideas: • Offer an incentive to complete the
• Provide an in-room guest comment comment sheet. A monthly prize draw,
card but don’t expect high return rates for example will give you feedback as
• Personally address a comment sheet well as customer contact details you
and place it under the room door on the can use for future marketing offers.
last day of stay
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