8 Tips for Improving Customer Experience
Since the British have many consumer rights in their own country, it should not be surprising that they have more complaints and compensation claims than other nations.
In short, in their words, "Health & Safety" standards have permeated every aspect of their lives and we should not find it strange that they expect us to act accordingly, and we should act accordingly.
Let's talk about the problems and complaints experienced with the British guests;
* Threats such as “I will write to Tripadvisor” about the subjects they do not like or to get what they want.
Solution suggestion: To report these types of guests to Tripadvisor and have them blacklisted. And to inform these guests that, as a hotel, we have the right to respond to their comments with all the details.
*Drinks are too expensive!
Solution Proposal: Talking about drink prices in UK bars and taxes in Türkiye.
* The floor was wet, I fell!
Solution suggestion: Placing a "slippery floor" sign in places that are wet or likely to get wet. In this case, the guest cannot claim compensation even if he falls or breaks something. (As soon as the incident occurs, the scene should be photographed and a report should be made to the hotel guide.)
* Music and air conditioning noise coming from the neighboring hotel!
Solution suggestion: Exchanging ideas with neighboring hotels to solve the problem and, above all, respecting the rights of neighbors.
* The music is too loud!
Solution suggestion: The general complaint of tourists visiting our country, not just the British, is loud music. They are completely right, we should stop making loud music. Especially after 24:00 at night, there should be music only in closed places, as stated in the law.
* My valuables such as money, rings, etc. were stolen from my room!
Solution suggestion: If your door has an electronic card, everything is very easy. First of all, get a written complaint from the guest, in his own handwriting and signature, including the times of entry and exit of the room, what time he was there that day. Have the door scanned and compare it with his own statement. If you prove that there is incompatibility, he will give up his complaint. If he does not give up, it will be useful to gently remind him that you can file a complaint.
* Food is cold!
My solution suggestion: Using plate warmers in buffets and strengthening buffet hot food warmers. The British like hot food very hot, but they prefer to eat it cold.
No Bacon for breakfast!
Solution suggestion: If you do not serve bacon, do not use pork products in any way in your hotel. You can explain this situation as follows; we are in a Muslim country and we do not serve pork products. This explanation will be understood. The most wrong practice is to serve it on some days and not on other days.
This list goes on and on. We do not know if the customer can be 100% satisfied, but when these small suggestions are listened to, complaints can be filtered out to some extent.