If you missed the start of our series, you can head over to catch up on the first two lessons of customer service with Chuck. Today’s tips on service come from what to do when there is negative feedback floating out there:
Haters are gonna hate, so let’s become proactive and figure out a response mechanism for responding to the haters.
1) Follow Up: Review the hits and misses frequently. Have check-ins during the conference to make sure the group is set up for success. This means checking-in daily to see the win’s and loses during their conference that can be improved or praised.
2) Conduct a debrief: While follow-up during the conference is important, it is also important to conduct a debrief. A debrief should consist of what worked well for the client, what staff made an impact, what communication was efficient, and how to improve for the future. Conducting the debrief immediately following the conference is a good idea because the successes and challenges are fresh on the minds of both the planner and the venue. Use that to your advantage.
3) Take Action: Develop an action plan to combat complaints… EARLY. Check the surveys nightly or weekly to see if an issue can be addressed. Send a thank you if people write their name on the survey. Let them know you implemented their idea. This lets them know they have been heard but also gives you a win in implementing great ideas that will truly change the customer service for the better.
4) Surveys: Conducting survey’s is only half the battle. You have to review the results and act on them. Share positive and negative comments with your staff. Make sure comments are shared with both the front line staff who check-in the guests as well as the food service staff who serve the chicken nuggets. This will let the staff across the board know how they are doing, feel appreciated, and work harder to improve for the coming weeks.
Overall, stop the haters in their tracks and give them positive experiences to talk about. Your venues are unique, so make a positive lasting impression on your clients.