What Hotels Can Teach You About Customer Service
Digested from Multifamily Insiders
Pleasant smells, strong customer service and prompt follow up from luxury hotels are things that apartment owners can duplicate.
For years, apartment industry executives have looked to the hotel industry for inspiration.
After staying at a Fountainbleu Hotel recently, Shellie Sylla can see why hospitality is so enticing for apartment owners.
Upon entering the Fountainbleu, Sylla was immediately struck by the sweet smell of flowers and suntan lotion.
“The smell evokes the beach and reminds you that you should be out there soaking up the sun,” Sylla writes for Multifamily Insiders.
The customer-focused emphasis of the staff is another selling point. Sylla was complimentary of everyone from the porter to the shop clerks to the concierge.
Sylla also liked the follow up. After reviewing the hotel on Facebook, she received a personal thank you within two hours.
Ultimately, she thinks that apartment owners can learn from this experience, but they must answer important questions.
“How does your community look?” Sylla asks. “Are you welcoming? Are you standing up and greeting people, asking their names, smiling on the phone? Are you sending out surveys, emails or thank you cards?”
If the answer is no to any of these queries, Sylla urges that it may be time to reevaluate for apartment owners to reevaluate customer service.