When guests complain, you’re not communicating the real experience.

Updated: Apr 24

Complains are part of business BUT what if you would have no complains.

What would you need to do, what would you need to change if you were aiming for all guests to be content and satisfied?

That’s proactive approach. Dealing with complains is fine but if that’s your main focus, it’s reactive and it means it’s already too late.

So, let’s consider ideal situation. Meaning, all guests are happy, only great, amazing reviews are written and your team has zero complaints.

By the way, let’s define complaint as an unresolved issue which a guest finds irreversible or impossible to substitute.

This situation assumes you are only hosting your ideal guests:

- who know what to expect and trust you,

- who love what your property is all about,

- whose values match your values and story.

And this is not unrealistic state.

Start from NOT overdoing your marketing. Don’t make it more beautiful, more extravagant, more of anything. Be honest, tell the story just as it is.

Meanwhile, get to know your guests, the ones you would love to come back again and again. Communicate to them through all the marketing channels.

Eventually, deliver what you wrote in an offer, what you advertised and what you posted in socials.

You will be surprised how the ideal situation is pretty achievable when you direct your actions intentionally towards it.

But no, somehow people think it’s easier to put effort in creating extraordinary demand than extraordinary service delivery. Be smarter than that.

Tell us YOUR story & get REAL feedback.

ELEVATE your hospitality business.

Master consistent excellence DELIVERED in practice.

Be WORTH EVERY PENNY & every second of your guests.