I was recently a guest on the Hospitality Mavericks podcast to talk about running a successful hotel and hospitality operation. You can find the podcast at: https://hospitality-mavericks.lnk.to/kc3RgFA or through your favorite podcast app by searching Hospitality Mavericks.
This is going to be controversial…. With the changing times, if you’re still sending out stand-alone satisfaction surveys asking for feedback on every aspect of a customers’ stay, what information are you really trying to collect?
When managing people, your success is largely dependent on getting work done through other people. If they fail, you fail. When your team drops the ball, the first thing you should do is look in in the mirror and honestly evaluate your actions to see if you gave as much as you could to the cause.
In spite of our best efforts, there will be times where service recovery is needed. As a manager, either you or your team will be cleaning up a service mistake and your success in minimizing the volume of issues that occur along with how your recovery efforts affect your business fall squarely on understanding the bigger picture.
NPS is a reflection of your efforts to create fans of your business so your goal shouldn’t be to simply increase your score. If you’re not coming at NPS improvement from a customer experience perspective then you’ll just be chasing a meaningless number month after month.