Two amazing customer service examples from one hotel
We're going to dive into one of the things that bothers me most about staying at resorts and hotels, and that's their text message strategy, you can watch this little video about it that I did earlier in the year if you'd like.
But I wanted to tell you about the resort I’m staying at in Phuket and what they've done to transform the experience by using messaging in a way I've never seen done before.
If you remember a few months ago, I did a Loyalty Loop episode about the most annoying text message experience I've ever had with a hotel in Toronto.
And here's the problem with messaging from hotels, it's all self serving. You see the hotel is trying to get a 10 out of 10 experience instead of focusing on delivering a great experience while the consumer is in the resort. That's adding up to a terrible set of interactions.
But I arrived in Phuket a few days ago and had an amazingly refreshing experience. And there are two things that this hotel, the Trisara resort did, that blew me away.
Addressing your customer’s post purchase concern
Now, if you remember getting to the heart of a great loyalty loop experience is first, the understanding of the client or customers biggest post purchase concern.
And when I booked this hotel, and like any other hotel experience, the biggest post purchase concern is will I get the room I anticipate getting?
That means when you're surfing the web, looking at all the beautiful photos of the hotel, you expect your room to look just as good if not better than the ones they feature. And when you’re checking in, you're worried that you might get a view of the hotel room parking lot.
So, what does the staff at the Trisara do? Well, they don't check you in at a front desk. No, they invite you to come to the room, and check in in the comfort of your new room.
How could you be upset right? You couldn't. And that's the genius of the no front desk experience, at Trisara, they bring you right to your little Villa and invite you to check in right there, that is different. Boom!
Text messaging from hotels, done right!
Now I started this video by telling you that text messaging from hotels is poorly executed and totally self serving, and it is, but here at Trisara in Phuket, they did something unbelievably unique.
When we checked in in our room, they invited us to find a specific person on Facebook using our Messenger app and that person was the concierge at Trisara and so now, anytime, we need anything, we just messaged them on Facebook!=
We did everything from both a half day boat trip with them to getting some new softer and more interesting pillows to our room, to even finding out if they have an ATM on the property and ordering a taxi.
I used it more than I expected and it was a great experience. And never once did they ask me if my stay had been a 10.
Why? Because my stay isn't over yet. And they're still shaping my experience.
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