For TalkToTheManager hotelier customers, we want to help you get the most value from our service, so we've put together this brief list of tips to help you get more texts (and therefore more feedback) from your customers.
Promote your TalkToTheManager number.
If customers don't see the number or don't have the messaging with it close by, they may not notice your signage or know what it does.
At hotels, we find the best engagement comes from signage in every room and a mention during check-in.
One sign at the registration desk isn't enough. You'll get very little feedback that way.
We recommend promoting your TalkToTheManager number at numerous touch points:
- during check-in, staff mentions that the guest can text management anonymously at any time
- staff provides a card with the number on it so that the guest has the number available in their pocket or purse at any time
- in each room, there is a sign on the desk, or right by the phone
- in hotel lounge and bar areas
- by the pool (you can also use it for drink / towel requests)
Make a call to action that gets you the feedback you want.
We've found that when our customers ask for a specific kind of feedback, they get what they ask for. Putting the right kind of call to action on signage will get you the feedback you want. And be sure to customize the message for your brand in your brand's voice.
Looking for customers to suggest improvements? Ask:
"How can we serve you better?"
or
"What would make your stay even better?"
On the other hand, if you are seeking praise for your business, your product, and your staff, ask:
"How were we exceptional today?"
or
"What is your favorite thing about ____?"
You can also tailor the call to action to help you make decisions.
"Would you rather use a premium laundry pickup and drop-off service, or the coin-operated self-serve?"
Common use cases
What will your guests text you about?
- noisy neighbors
- room wasn't as expected
- really like the redesign of the hotel
- where is the restaurant/bar?
- when does the restaurant service breakfast?
- where is breakfast served?
- air conditioner noise
- pool needs a clean-up
But they won't text unless you make the number readily available for them to use.
Get your staff involved.
You will get the most engagement when your staff also promotes the number.
"Feel free to send us an anonymous text and tell us how we're doing at any time during your stay. We'd appreciate your feedback and won't see your phone number."
That's as easy as it gets.
And let staff know that we've found that 75% of messages received from customers are positive, so this is a great way for staff to get positive feedback from customers, get better tips, and get praise that goes straight to their supervisor, increasing their chances of a promotion.