How do you handle persnickety guests? We all aim to give world-class service! As a Customer Experience Lead, I can very much relate to trying to keep my communication positive when working with an upset user. How do you all keep things positive within the messages? Feel free to share ways you have de-escalated a spicy situation.
Can you give us more detail? Hard to give feedback without knowing a bit more about what happened.
@Anne_F Hey Anne! Happy to clarify. I was just asking the group if they have any best practices for messaging with persnickety guests. There wasn’t a specific incident. But I would love to hear about ways you have been able to work with a guest who you maybe didn’t mesh well with.
I read on here about some of the problems people have with guest and I’m amazed. I rarely have any issues.
When I do, it’s usually with event bookings. The biggest help with heading issues off upfront is my “Top 10 FAQs” message that I send every event inquiry.
It’s usually my initial response and it covers everything from overtime rates to recommended catering vendors. It also covers rules about music and alcohol which usually kills half of the inquiries because they want to do illegal BYOB or self-serve bar.
The other go-to tactic I have for dealing with cheapskate clients is to use the car dealer tactic of never negotiating in flat dollar amounts. Instead of offering $50, $100, $200 off for something, I work in percentages. It kinda takes money out of the argument and the conversation becomes about value which is a less emotional space to negotiate in.
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Thanks for this, Geoffrey. I tend to do the same thing (percentages vs flat amounts) but your perspective on why it works makes so much sense!
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Zoe, read through my messages on Peerspace if you’re looking for cues lol.
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Hi Geoffrey, I am a new host in Austin, TX and would love to see your Top 10 FAQs if you feel like sharing. I have had a few inquiries so far, 2 cancellations and 1 production booking this Friday. So I can use any of your expertise that you would like to share. thanks!!
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