There’s a boom happening. 

Staycation, holiday at home, let's go 'out out', the great British getaway. 

Whatever you want to call it - it is happening. 

There are record sales for domestic holidays. And with them... record prices. 

200-500% increases in some cases! 

Many coastal and country hotels are fully booked for months. 

And the idea of booking a country cottage... forget it. 

It’s a bonanza. 

Or is it?

The problem this summer isn’t selling beds or booking tables.

Desperate holiday-makers, buoyed up by scarcity, will trade the Costa del Sol and pay over the odds for a week in Western-super-Mare... 

But only once. 

The bigger challenge is why should they come back next year? 

There’s never been a better opportunity for hospitality in the UK...

Not to triple prices but to acquire lifetime customers. 

When I run my 5 Star Service workshops I talk a lot about the lifetime value of a customer. 

How do you do it?

 

Put enough deposits in the emotional bank account of your customers and you can have a lifetime of withdrawals from their financial bank account. 

But only if you make the deposits first.

And that (with my Customer Service hat on) is the danger. 

Will local hospitality get greedy and blow it?

Please UK hotels, bars, restaurants, shops... prove me wrong. Here are five 5 Star Service ideas to help:

 

1. Get the basics bang on. Clean environment, safe surroundings, quality product. 

 

2. Daily training. 10 minutes at the start of every shift is all it takes. It’s what ALL the great service organisations do.

 

3. Loads of Wee WOWs. Customers don’t want to be wowed with the odd grand gesture. They want lots of smaller magic moments. - the Wee WOWs. Remember names, smile, say please & thank you, have local knowledge, create nice smells, etc.

 

4. Look after your colleagues like you would your best customer. Show them what brilliant service looks like. 

 

5. Have an ‘after experience’. Why should we come back? 

 

 

Michael Heppell

PS. THERE'S MORE. If you’d like to know how 2021 could be the BEST year for hospitality I've shared five more ideas on how to create amazing 5 Star Service that will help you to gain lifetime customers.

You can read them here or click this button ↓  ↓  ↓  ↓  ↓