Welcome to the Friday Freebie!
Each week we share one impactful hotel marketing tactic that you can implement immediately to drive more direct bookings. This week’s freebie: Increase your chances of converting online visitors by allowing them to contact you when and how it’s convenient for them, not you.
Those of us in hospitality know that customer service is gold. Every hotelier’s guest experience relies on their staff pulling off remarkable service from arrival to departure. However, most hotels fail to offer customer service in two vital, revenue-producing areas: when customers are on your hotel website and within your hotel’s direct booking engine.
In an age of instantaneous communication, it’s an aging practice to simply tell your online visitors to “call us with any questions” or “have a question? Email us.” Modern consumers are multitaskers and don’t have the time or patience to call and talk with your reservation agent. Nor do they want a response to their email a day later.
The best solution is to offer online chat on your website and in your booking engine for any questions they have in real-time. And, trust us, they DO have questions and probably plenty of them. Don’t make them search for answers on your website or inconvenience them by asking them to stop what they’re doing to call you. Most likely, guests will make their own assumptions, create their own reasons not to stay with you, and just move on to your compset.
Online chat allows you to address their needs right away, clearing away any uncertainty they may have about booking. Plus, it establishes a trusting relationship, which allows them to feel more comfortable about any purchase decisions with your hotel.
Get More: Want More Bookings? Get Chatty
Tambourine uses technology and creativity to increase revenue for hotels and destinations worldwide. The firm, now in its 33rd year, is located in New York City and Fort Lauderdale. Please visit: www.Tambourine.com