The Importance of Staying Front of Mind with Your Guests

Customer service is not a “set and forget” process - it's a continuous journey of connection, engagement, and trust-building. Staying front of mind with your guests is essential for maintaining strong relationships and ensuring they think of you first when they need your services.

Let me share a quick story. I engaged an IT company for my business many years ago to host our proprietary OARS software. They have been competent, but I rarely hear from them - just the occasional newsletter, and by "occasional," I mean once every couple of years! Recently, they sent out one of these newsletters, and it got me thinking, “Why haven’t I heard from them in so long?” That pause led me to re-evaluate my IT needs and, ultimately, find a provider who is more present and proactive.

This experience reminded me how crucial it is to stay engaged with our guests. When we let too much time pass without communication, we risk losing the connection we've worked so hard to build. It’s not about bombarding guests with messages but rather about maintaining a consistent, meaningful presence.

Here are a few simple strategies to help you stay front of mind:

1. Regular Communication

This could be through monthly newsletters, where you share updates like upcoming events, seasonal promotions, or new services. Or consider including relevant local news or tips that enhance their experience with your brand. The goal is to keep the communication relevant and timely, so your guests feel informed and valued - not overwhelmed.

2. Personalised Touchpoints

Use the data you have on hand to tailor your messages to guest preferences. For instance, if you have a guest who consistently attends your ticketed events, send them a special invitation to an exclusive event or offer them a discount on their next ticket purchase. This kind of personalisation not only makes them feel valued but also strengthens their connection to your brand.

3. Ongoing Engagement

Create touchpoints that encourage interaction throughout the year, not just during the booking or transaction phase. This could be through social media campaigns, like asking guests to share their travel photos for a chance to win a free stay. Hosting online events, such as virtual cooking classes featuring your chef, or live Q&A sessions about upcoming seasonal activities, also helps maintain a connection. These activities keep your brand top-of-mind and build a sense of community.

4. Proactive Problem-Solving

Anticipate common challenges and address them before they become issues. If you know a guest has a dietary requirement, consider offering a pre-planned menu. If certain amenities are under maintenance, inform guests in advance and offer alternatives. This level of care reassures guests that their comfort is your priority, enhancing their overall experience.

The hospitality world is full of convenience and choice, and it’s easy for guests to forget about you if you’re not actively engaging with them. Don’t wait until they’ve moved on to someone else. Keep the communication lines open, stay engaged, and remind your guests why they chose you in the first place. Our Customer Service Excellence & Engagement workshops are designed to help your team master these skills and more, ensuring your guests receive the exceptional experience they deserve.

This is also why you may occasionally receive a care package with Tim Tams in the mail. Staying connected is so important to me and it’s our way of keeping in touch and saying thank you for being a valued part of our journey. If you haven’t received your care package yet, let me know and I would be more than happy to send one your way.