- Happy clients who have their problems resolved will tell 4-6 people about their positive experience.
- A dissatisfied client will tell 9-15 people about it. And approximately 13% of your dissatisfied clients will tell more than 20 people about their problem.
Conclusion: You have to satisfy three to four, for every one that is dissatisfied with you. It’s tough to work with a 4:1 ratio against you, which is why your client satisfaction efforts are so important.
I never went to Travel & Hospitality school. In fact, I’d never had any experience in client service or in the travel industry whatsoever before I started my little inbound travel business. You don’t need to – avoiding dissatisfied clients as above should be common sense – for any business.
Some basics that should be common sense, except that common sense doesn’t, unfortunately, seem to be that common:
- Respond to an enquiry within 12 hours at the most, preferably a LOT quicker. Every time. There is nothing more impressive than someone coming back to you at real pace…
- Respond PERSONALLY, not via automated reply, and make it look like you’ve given their enquiry some thought.
- Respond with correct grammar and spelling – this displays intelligence and professionalism, and is a reflection of how you do business.
- A personal phone call is the optimal response – and SMILE when you talk to them: they’ll be able to hear it in your voice!
- Follow up on your initial response when you say you will ie. BE PUNCTUAL.
- Be honest, transparent and comprehensive in servicing their enquiry – and don’t bad-mouth the competition. What goes around comes around…
Look after your suppliers as well as you do your clients, I always say…
- Make sure you pay your bills on time, every time. We prepay our accounts 14 days prior to client arrival, for every client. Do unto others…
- Provide your suppliers with as much information about your client as possible. Combine to create a “united front” in working together to make that client’s experience as good as it can be.
- Keep in touch with your suppliers, even if you don’t send them business on a regular basis. They can be great referees, both within in the trade, and to other tourists.
Have you any other client service ideas or tips that have worked for your business or organisation? If so, please comment.