Customer Experience vs Customer Experience: Adopting the asking mindset

Ask and you shall receive. What does that exactly mean for your business? How do we use it to make our customers feel warm and welcomed?  

Sure, as hospitality professionals, we want our customers to be happy. But many times, we don’t fully understand how to actually make that happen. You need to be in the asking mindset.  

• Ask questions and be empathetic – Learning more about your customers will definitely make an impression on them. Asking questions shows you care, but it also helps you anticipate their needs.  
• What brings you to the area?  
• How was your trip in?  
• Have you stayed with us/used our services before?  
• Where are you from?  
• I understand travelling through a packed airport can be challenging…  

Example: The breakfast staff can get direct feedback by asking “How is your stay?”, Is there anything I can do to make your stay more enjoyable?” or “Is there anything you would add/change in our breakfast offerings?” Get feedback by asking questions.  

Focusing on the customer as a person rather than a transaction is important. Making an emotional connection with your customer is what makes hospitality in the experience.  

What do I mean by that? I don’t necessarily mean asking rote questions like “how was your trip in?” What I mean is that the first questions, in particular, shouldn’t be transactional.  

When booking into an accommodation “Checking in?” Is a terrible way to greet a customer “Good morning, welcome.” Is much better  

Many times, we assume the answer without asking the hard or easy questions to confirm our thoughts. If you want customers to post reviews, ask. If you think a process or procedure needs to be changed, ask questions.  

Getting into an asking habit is powerful for your mind and makes you a smarter person overall.  

By incorporating these powerful hospitality habits, many positive things come your way.