A warm, genuine welcome is one of the things that creates the first and last impression of a destination. It will be this that determines whether a visitor enjoys their stay, comes back again and recommends Thanet to others - so we have to get it right.
Courtesy, friendliness and professionalism are essential ingredients for a successful tourism business. We are all guilty of getting so bogged down in our daily duties that sometimes we forget how important customer care is. There is no harm in reminding ourselves and our staff about what makes a good welcome.
Recipe for Thanet’s Warm Welcome
Ingredients - Happy staff, Good listening skills, Empathy, Positive attitude, Professional approach, Good presentation and, of course, a smile.
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Start by making sure you get the first impression right
Visitors’ opinions are formed within the first 10 seconds. You never have a second opportunity to make a warm and welcoming first impression. Make sure your staff are well presented, and your work space, front entrance and public areas are clean and tidy. Show interest in your customers simply by acknowledging them, saying hello, remembering their name and making conversation with them.
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Now add a good dollop of communication
In order to meet your customers’ needs, you need to understand them. Make eye contact with your customers and don’t interrupt. Ask questions and find out what interests them. And remember your body language, as 55% of communication is non-verbal.
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Sprinkle in some knowledge and expertise
Answer questions from customers by not only responding to their direct inquiry, but by providing them with additional useful information. Visitors often enjoy learning more about the area and appreciate recommendations about what to see and do locally. You’ll find information about what’s on at www.visitthanet.co.uk.
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Spread some open mindedness
All visitors are different and some will have particular needs. Everyone is worthy of our customer care regardless of their race, age, religion, ability, gender or culture. We want to be welcoming to all.
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Add a good complaints process
Remember, a true test of your professionalism is your ability to respond when things go wrong for your customer. A simple apology costs nothing and shows you understand your customer’s point of view. Don’t take things personally - by being positive and professional, you will be able to solve the problem together. Keep any promises you make to rectify the situation and learn if you can do things better in the future. You may get a second chance but there are no third chances!
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Stir in some marvellous memories
By going that extra mile, you could make a real difference to someone’s visit. Along with their purchases and pictures, it is the memories that visitors take home, and you can help them be positive ones.
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Finally, make the last impression count
Thanking visitors for their custom, asking if there is anything else you can do for them, and saying how you look forward to welcoming them back will make them feel valued.
Welcome to Excellence Training - www.welcometoexcellence.co.uk
Think about making a pledge to provide a warm welcome to Thanet. Using the letters that spell PRIDE, make a promise
