There are no two ways about it – business is tough, competition is fierce and the customer is spoilt for choice when it comes to venues for corporate conferencing, events and breakaways.
New and ongoing trends in a nutshell:
Exceptional and consistent customer service
There is no substitute for exceptional customer service. Venues should consistently strive towards under-promising and over delivering. This is, unfortunately, a science where one will probably never understand all the rules. However, competence and a friendly face go a very long way.
Back to basics
Venues do not have to reinvent the wheel all the time. Make sure that the basics are in place and that you have a solid foundation to work from.
Human capital
Your success is dependent on your staff. Make sure you treat them well and reward them often.
A ‘can-do’ attitude and flexibility
A customer’s experience is often based on his perceptions and we all know perceptions are difficult to change. Venues thus have to create the perception of understanding and flexibility and be open to negotiating. Customers almost always want to test the water. With a can-do attitude, it is possible to reach a win-win solution.
Value for money
Put yourself in the customers’ shoes and ask: Is this value for money?
Something different
Offer customers something new and unexpected, and they will return. Be innovative, creative and passionate, and make sure that customers see this. Venues often only have one chance to get it right. Make sure your motto is ‘first time right’.
Greening and sustainability
This has been a trend for the past few years and will continue. Make sure that customers know what you do towards going green, using ingredients from your area, saving the planet,and your contribution towards your community.
Free, uncapped, hassle-free wi-fi
Unfortunately, hassle-free Internet access has become the norm. This, together with good food and comfortable beds, is almost unnegotiable.
Building relationships
Build, build, build!Be tenacious and endure –you will see the results.
Customer feedback
Do not ask for customer feedback if you do not intend to use this information. Work towards your customer being your best critic and not your worst nightmare, e.g. TripAdvisor.
Thanks to Peermont Hotels, Red Carnation Hotels and Tintswalo Lodges for their input.
