If you offer your accommodation for rent, it’s essential to focus your efforts on satisfying your Airbnb customers.
After all, a satisfied customer can mean a lot to you. In particular, he will be able to re-book a stay in your accommodation. It can also benefit your reputation, whether through word-of-mouth to your direct circle or through a much wider community via the Internet. More and more Internet users are leaving their opinion after a stay. To do this, they can use the reservation platform directly, or social networks or rating sites (Tripadvisor, Google…). So it’s in your best interest to keep your customers satisfied.
In this article, we’ll give you some tips on how to exceed your customers’ expectations and improve your reputation.
Looking for the effect
“waouh”
The key to customer satisfaction is to exceed your guests’ expectations. Look for the unexpected, the “wow” effect. This “wow” effect can be a small detail. But it will ensure that your customers remember you for a long time and recommend you. You then need to transform their stay into a real experience, with the aim of delighting the customer.
Our advices
To improve customer satisfaction, the first fundamental step is to reduce the number of dissatisfied customers, as these are the ones who have the greatest impact on your reputation.
“Consumers tell their peers twice as much about a negative experience than a positive one”
White House Office of Consumer Affairs
Pay attention to the
customers satisfaction
If you want to improve your customers’ experience, it goes without saying that you need to pay close attention to their satisfaction. So don’t hesitate to ask them when they leave to find out how their stay went. You can also send them a satisfaction questionnaire by e-mail at a later date. If a customer is unhappy, it’s important to understand the cause of the problem, and to find ways of resolving it. Don’t hesitate to offer compensation to disgruntled customers if necessary.
Beware of
the irritants
It’s important to pay close attention to all the elements that could taint the quality of your services. For example, the cleanliness of the room and the smooth running of the electrical appliances. Don’t overlook details like a leaky shower, a cracked wall, malfunctioning heating or air conditioning… Leave nothing to chance!
Your customer service must be beyond reproach
Your customers need to be welcomed in the right way: with efficiency and good humor. In the event of a problem, intervene quickly and propose alternative solutions.
The waouh effect :
our ideas
If you can, consider upgrading your customers. They'll enjoy a room that exceeds their expectations, and remember their experience with you for a long time to come.
Offer your guests treats (e.g. a few chocolates, drinks, or even better: local produce).
Offer free ancillary services (e.g. a shuttle to the airport or a tourist attraction)
Provide your customers with additional amenities not specified at the time of booking (e.g. slippers, bathrobes, beauty product samples).
Upon request (in advance), we can set up a romantic atmosphere in the room (flowers, candles...).
Look after your welcome booklet: it will help you make a good first impression on your customers, so why not give it a wow factor?
The must
StyQR
StyQR can create your own digital welcome booklet. In just a few clicks, you can set up your digital welcome booklet to record all the information you need. You can also enter the wifi code, digicode(s), practical information, useful numbers and good addresses nearby. The design of your welcome booklet can be customized with your logo and graphic charter (colors, fonts…).
Your customers will have easy access to your welcome booklet. All they have to do is scan a dedicated QR code with their smartphone. This QR code is shaped to fit perfectly into your environment, for example in the form of a photo frame.
The digital welcome booklet will surprise your customers with its modernity and ease of use. It will make life easier for your customers, while adding a touch of decoration to their rooms.