Mark Simpson (host) advises business owners—particularly in hospitality— to 'get comfortable with feeling uncomfortable' by personally reaching out to guests. He recommends picking up the phone, asking a couple of open-ended, personalized questions (e.g., purpose of visit, celebration) to move guests from being a number to a person, thereby boosting guest experience and satisfaction.
Chapters
Now for a lot of you, instantly you may go, oof. Don't know about that. Don't know about speaking to people. But trust me, the whole goal of this is to make you feel comfortable about feeling uncomfortable. This is what we have to do as business owners when it comes to marketing. We're going to have to take ourself out of the comfort zone. Because when you step outside of the comfort zone, your business gets better. Pick up the phone and what you're going to do is you're going to ask your guest a couple of open ended questions. So the way it may go, if you were staying with me, I'd go, hey Matt, thank you so much for booking with us at Mark's home. Really looking forward for you coming to stay with us. Hey, just a couple of questions if you don't mind. Super quick, what are you coming to the area for? Are you celebrating anything? And the guest will tell you number one, by simply picking up the phone and having a conversation with the guest. Guest experience has just gone through the roof because you are no longer just a number, you're no longer just a place. There's a voice behind it and it's personalization.
