What You Appreciate Appreciates
I guess I’m feeling all warm and fuzzy lately with all this talk about saying Thank you and being genuine. Seems so basic, doesn’t it? It’s just that reputation management really does start with the way you and your hotel’s staff interact with guests. Before, during, and after their stay. On- and offline.
Something I regularly try to remember with my family and friends is that old adage, “What you appreciate appreciates.” If you want more of something—be it love, quality time, help around the house, and so on—the starting point for making that happen is appreciation. For instance, I have a thing about riding in a clean car. My wife doesn’t have the same need. Her car is like a studio apartment; I often wonder what isn’t in there? We use her car a lot on the weekends, though, and when it is clean, I make sure to appreciate her for it, because I know she really only cleans it up for me. This may seem shallow, but it works and creates harmony where other people might bicker over what amounts to a trivial difference of lifestyle.
The same thing applies to hotels. The other day I talked about saying Thank You to guests often and for many things. If this is what you want your staff to do, appreciate them for it. Do it publicly, and do it often. Appreciate them for making guests feel welcome and for offering great service. Appreciate them for having conversations with guests about their stay. Appreciate them for being helpful.
I sometimes hear managers say that this is what they pay people to do, that they shouldn’t have to thank them for it, too. It’s a basic fact that any workplace is happier when people feel appreciated. I guarantee that appreciating your staff will directly impact the bottom line when you have more and happier guests.
(P.S. Thanks for reading my blog! I appreciate your comments.)