Advice on increasing guest satisfaction
I think that sometimes we can be a bit too rigid in our rules, and that can impact the guest experience. For example, a guest told us they were unhappy with their horseback riding experience because the wrangler was not very helpful or sensitive to their needs. The wrangler felt that he deserved full payment because he had delivered the service, but we like to side with the guest to make things right. I think people forget how contagious a guests’ sentiment can be. They could write a bad review, or they might share their dissatisfaction with other guests while they are still on retreat with us.
I like to reframe complaints as an opportunity to see things from the perspective of our guests. They are really giving us the gift of their feedback. It allows us to see where we might need to make changes in our organization because it’s likely that other guests have also had a similar experience but didn’t report it – so it could be a symptom of a larger issue. We feel it’s important to treat others as we wish to be treated, and also to empathize with our guests. You don’t know what the person might be going through, or how much they might have worked and saved in order to afford this vacation. The best approach is to assume that the guest is always right.