CUSTOMER SERVICES ANYONE??

Dear Employees,  

following are a few tips that should help to get rid of those guests!

1.        When a guest is checking in, pretend you didn’t see them. Continue to talk on your phone, clip your nails or do whatever you are doing until you are ready.
2.        Don’t pick up that ringing phone until it has rung at least 15 times, they will eventually give up and go away.
3.        Don’t  smile when dealing with those pesky guests. They will avoid you next time.
4.        When you’re serving in the restaurant or bar, ensure you are chewing a bubble gum and blow bubbles while you’re at it. That should ruin their appetites!
5.        When guests are relaxing, barge into their conversation! Bore them to death with your mindless chatter.
6.        If you are asked for information, roll your eyeballs north, flare your nostrils, shrug your shoulders and walk away.
7.        Avoid  answering any guest email enquiries within a week!

 Congratulations! Now that you have successfully pissed off the guests, enjoy the peace and quiet. No guests, means the business will fail miserably.  Your employer will gladly relieve you of your duties.  Blame them for being lousy operators. Insist that they write you a glowing reference so you can find a new job and contribute to its demise!

This column has been published in the Apia Financial Review and is reproduced herewith for your reading pleasure. It is a different take and perspective rather than the straight forward advice column...so a bit of tongue in cheek approach!!!

No Budget to Market??

Creating awareness of your services/products is a must, however, it can be an expensive and daunting exercise.  Get your grown children who are IT savvy to do the work for you! Great way to contribute to the business and earn their keep!

Following are some tips that will not break the bank, in fact some are totally free.

 1. Research has shown that anywhere around 50% of people learn about products/services by WORD OF MOUTH! Let your guests/clients do the promotion for you whilst you focus on providing a top service.  Note that this can also turn against you if you do not deliver on your promise.

2. If you are connected to the internet, then Social Media is a cheap way to promote your business. It requires a bit of time to provide some daily updates and fresh content. This is in the form of Facebook or Twitter.

3. Press Releases – share your exciting and special stories with the media and online newsletters. Eg., STA newsletter, Pacific Periscope

4. Free Websites – there are several free website templates online, so sign up to one like wordpress or google blogs and start writing about your business

For additional advice, contact me on nynette.sass@gmail.com

Where is the bacon?

Have you had an irate guest accuse you of losing their valuables in your safe-keeping? Has your staff been accused of having “sticky fingers”? Did you waive the charges to appease the angry guest?.

1. Encourage your guests to hand over their valuables such as extra cash, passports and others for safekeeping. Whilst it may seem like a lot of work, prevention is better than cure and losing your profit!
2. Record and both sign off on everything that has been handed over during checking in or at any other time as the guest may wish to access their valuables. Two copies must be produced, one for the client and the other with the business.
3. Cash must be counted by both guest and staff and amount agreed upon. Similarly any other valuables or documents.
4. In the event the money/effects being returned to the guest  is not the same, then the responsibility lies the owner/operator.

5.      Should guests wish to hold on to large sums of money, owners should forewarn guests that the security of such items is not guaranteed and that they need to ensure safekeeping to avoid any losses.

For more information, contact nynette.sass@gmail.com for commonsensical assistance!!!

Tourism and First Impressions!!!

As an individual who has been, and continues to be involved with the Tourism Industry, Lagipoiva Cherelle Jackson encouraged me to make use of the experience and put pen to paper or fingers to keyboard and come up with some common-sensical advice for inclusion in the new Apia Financial Review monthly magazine. AFR is a new venture by my beautiful, witty and dynamic friends and a couple at that, Mr Paul Anderson and Lagipoiva Cherelle Jackson.

Herewith is the first of what will be a series of many. I hope the knowledge shared will be of use as they are geared towards the many SMEs and our small operators who struggle along thinking that things are beyond their means. It pays to Keep It Simple!!

Pick up your copy in Apia or contact AFR on apiafr@gmail.com for one!!!

First Impressions!

Too busy fussing over things that don’t matter to your guests? Ensure that first impression is a lasting one and an experience not to be easily forgotten!

1. The experience starts the moment you greet your guests! Ensure you are clean, tidy and presentable! A dirty torn t-shirt and lavalava aint going to cut it!

2. Have a genuine welcoming smile and greet your guest with a hearty Talofa!! Try not to start off with “it is 10 tala for the fale” or something similar! It is a good way to annoy your potential guest sending them else-where.

3. Demonstrate that you care about your guest’s welfare first and foremost. That will give them a good feeling that they will be safe with you!

4. Ensure those toilets and showers are clean at all times! Cleaning once a day is not enough especially if you have several in house. Please clean underneath the toilet seats , inside the bowls and in the room itself.

5. The saying is, if the toilet is clean and the coffee is good then everything else about the place is excellent!

Word of mouth is free, so use it by impressing your guests!