In this business growth show Lennert de Jong explains how online customer feedback, and face to face customer care ensure that hotels can pass on good news to the company chairman.

Business Growth Show: Customer opinion matters

We look at it form a very high level of course. So, you know, our chairman wants to know how our hotels are doing, so what is our score on Trip Advisor. We take that very serious we promote it. Of course you take a look at customer feedback that comes directly, even more serious because people you know they take the effort of writing you a letter or an email. But what we constantly try to do, and this is going back again to the ants. You know ants communicate one to one, and this is what we want to do with our ambassadors. So if something is wrong for your specific stay, fix it straight away. Rather than reading it on some executive report that satisfaction is down. That is the danger of semantics analysis. You don’t find the individual little items where you can make a big difference. So we want our housekeeping staff to be alert we want our ambassador to be alert. If you look a bit unhappy we need to ask you, why do you look unhappy? Is It because you wife didn’t pick up this morning? Or is it because of something we have done wrong. We want to know, because we can fix it right there, and all these ambassadors are qualified to deal with you that way. They don’t need to ask the management, can we give him maybe a free breakfast because his wi-fi didn’t work. ‘Oh come with me let me get you a free breakfast, I understand how cumbersome it is if the wi-fi doesn’t work.’ We hope you found this business growth show interesting. Why not browse more TV shows on The Hospitality Channel.