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Resources & Info
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Monitoring customer perception and responding intelligently
I want to share an excellent example of 'monitoring customer perception of satisfaction'. I was away mid-year - one reason for the absence of newsletter to date! Of the various hotels I stayed at while travelling, two really stood out. One was the Rendezvous in Singapore, the other in Perth, Scotland. The Perth one was the Royal George hotel, relatively small, family-owned and run. It's a historic old building, nicely done up, slightly old-fashioned charm complete with creaking floors in the bedrooms (we on the top floor trod as lightly as we could in consideration of those below). They're proud of a large, and to my mind somewhat ugly, plaque in one of the many comfortable lounges - it celebrates their 'Royal' tag conferred by Queen Victoria. Perth is very a pretty little town, with the River Tay running through and the hotel overlooking it on one side, looking out to the town on the other. My room looked out over the Tay River and a bridge over it designed by Smeaton, the same chap who built Eddystone Lighthouse - and a very fine designer he obviously was. The Singapore Rendezvous was a different hotel: very large and modern. No creaking history, everything very snazzily designed and finished. So why am I telling you? Similar things impressed me about both: their attention to guest comfort, their staff's consistently helpful, friendly and 'can do' attitude, and the thoroughly nice atmosphere in both. You'd think that would be basic in a hotel, wouldn't you? One of those things that could be considered to fall under clause 7.2.1b) of requirements "not stated by the customer but necessary for specified or intended use, where known".
Do you know the Trip Advisor website? I use it to check what other people have said about somewhere to stay. I used it again recently (work this time) and just for interest's sake, looked at the reviews of these hotels. OK, including mine. What I found was that someone from each of the two hotels had written an individual response to every review. Not just a few of the reviews, but to EVERY single review posted about their hotel. And not someone junior, but a senior manager in each case. Writing a sincere and individual response to each and every one. Thanking one person for saying nice things about them, and saying it had been a pleasure. Expressing regret at a more negative one, but gently pointing out some surrounding circumstances. Overall, I was highly impressed by the manager/owner taking the time to do that, clearly a regular practice. It's one of the more intelligent ways I've seen recently of someone using the site as a way to monitor feedback,as well as communicate with past and potential customers. And given that kind of approach, it's no wonder they were such extremelypleasant hotels to stay at. Have you ever wondered if a similar web site existed in your field, what people would say? And if or how you might respond? May your quality issues be good ones. Talk to you again soon.
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