Top notch customer service is essential for a business’ health

By Ray Johnston Beauport Hospitality Group

The essence of customer service is to make customers feel welcome, valued, and appreciated. Successful businesses prioritize creating a welcoming atmosphere for their customers.

At Beauport Hospitality Group, our customers are referred to as “guests” to enhance the personal experience, just as if they were visiting our own home. We take pride in our commitment to providing exceptional service and creating a welcoming environment where our guests feel like a part of our family. By treating our guests with the utmost respect and care, we aim to exceed their expectations and ensure their return for future visits.

The first contact with our guests sets the tone for their entire experience with us. It’s crucial that we make a positive first impression, whether we’re communicating through phone, email, or face-to-face interaction. The way we welcome and treat our guests during this initial interaction can have a significant impact on the rest of their customer journey with us. A warm and genuine greeting shows our appreciation for choosing usand makes them feel valued. Conversely, an uninviting approach can leave them feeling unwelcome and sours the first impression. So, we strive to greet our guests with a friendly and hospitable attitude, setting the stage for a memorable and enjoyable experience.

In my experience as a customer, I choose to take my car to a little-known family-owned auto repair business called Phil and Sons automotive, where I live in Newburyport. The reason for this is that the people there are always so polite, welcoming, and accommodating. This as most of us have experienced, is atypical of auto repair shops which can be known to make you feel like you are an inconvenience and that you are lucky to even get an appointment. Being made to feel as though you are an inconvenience is not customer service, it’s the opposite. The way I am treated at this family-owned business makes me feel appreciated and valued as a customer — this has kept me coming back for years.

As guests move along their journey with us, it’s crucial for us to continue to provide a welcoming atmosphere. This means offering assistance, providing necessary information, and ensuring their needs and expectations are not only met, but exceeded. As an example of how we aim to create a positive and memorable first impression for our guests: instead of waiting for them to arrive or call to check if their room is ready before the official check-in time of 3 pm, we take the initiative and give them a call as soon as we can to inform them that their room is ready and that we’re looking forward to welcoming them. We might even do this as early as 9 or 10 a.m., well before the 3 p.m. check-in time. Our goal is to exceed our guests’ expectations and show them that we’re dedicated to making their stay exceptional. When was the last time a hotel called you first, to let you know that your room was ready?

When striving to improve customer service, I always try to put myself in the guests’ shoes, so that I can try to understand what the guest is perceiving or experiencing. This helps me to drive a more positive guest experience in our hotel, restaurants and event venues. Additionally, it’s important to listen to our guests’ feedback and address any concerns they may have as soon as possible. When a concern arises, we don’t just aim to solve the problem, we try to turn the negative experience into an even better one than if there wasn’t an issue in the first place. In doing so, we show our guests that we value them and that we are committed to making their stay with us as enjoyable as possible. A recent example of an instance where we attempted to turn around a negative situation involved a couple who shared their disappointment in our survey that we failed to recognize their sixth wedding anniversary – this was particularly disheartening for us as the couple had even wed at our hotel. In acknowledging our oversight, we took swift action and sent them an apology card along with an anniversary gift to commemorate their special occasion, expressing our sincere regret and hoping to see them again next year.

Customer service, or as we refer to it as guest service, is an essential aspect of any business. It is crucial to ensure that our guests feel appreciated and valued throughout their customer journey. The way a guest feels after interacting with a business can determine whether they will return or not. It is, therefore, crucial for us to make sure that our customers are treated with respect, warmth, and professionalism. When guests feel appreciated, welcomed and valued, they are more likely to be a loyal guest of our Beauport Hospitality entities. I