5 Customer Service Tips Your B&B Can Take From the Airline Industry
October 12, 2019
The best brands in the airline industry are renowned for their ability to manage customer needs and provide exceptional service.
Here are five lessons you can take from the airlines to apply at your B&B:
1. Use the data you collect to personalize guest experience
The business technology you utilize at your B&B should help you collect the most valuable and relevant data about your guests, and subsequently compile this data into digestible reports. Your technology can get you to this point, but it’s up to you to use that data effectively to improve and personalize the B&B guest experience.
The airline industry has long been using data to do this, and it results in an increasing number of loyal customers who will only fly with their preferred airline.
2. Consider mobile technology a priority
Recognizing most people are searching for flights on aggregate websites, OTAs and other online search tools, and that users are predominantly using their smartphones to complete these searches, airlines have adopted a mobile-first approach.
Unfortunately, far too many hoteliers still think of mobile technology as the alternative rather than the standard. With a mobile-first approach, you will be able to improve the guest experience at your property and encourage more travelers to stay with you.
3. Develop a rewarding customer loyalty program
In many respects, the airline industry developed the concept of customer reward programs. Even small hotels, such as B&Bs, can offer rewards programs that are similar to those offered among the top airlines.
An effective reward program will provide guests with various benefits and discounts, ultimately encouraging them to continue booking with your property.
4. Create a flexible room rate strategy
Consumers know flight price rates are going to fluctuate, and that those prices can change at a moment’s notice. Since travelers consider this the norm, the airlines are able to quickly adjust their rates to maximize their profits at any given moment.
You can use the same strategy to improve your revenue management. The rates at your B&B should fluctuate depending on current conditions in the market. This will allow you to earn higher profits throughout the entire year.
5. Interact with your guests on social networks
The airlines were also some of the first major brands to adopt social platforms as a customer service tool. To this day, people continue to offer feedback and address customer service issues with airlines on social media. You can do the same by frequently monitoring your social activity and offering prompt, professional responses to all inquiries – even negative feedback.
These are just a few B&B service tips that you can take from the airline industry. As a hotel operator, it’s important to monitor customer service trends that are taking place across the entire travel industry, because there’s always something that you can learn. Sometimes, you discover what not to do in the event of a public relations crisis, but other times you may be surprised to learn a new trick to help improve the B&B guest experience at your property.