May 26, 2021

This paid piece is sponsored by Experience Sioux Falls.

The peak visitor season officially starts this Memorial Day weekend, which is a great time to make sure your business is delivering the best customer experience possible.

Take time to look through and share these eight tips with your team, courtesy of Experience Sioux Falls.

1. Go the extra mile

While doing nothing more than what is expected is acceptable, putting forth an extra effort oftentimes will lead to a better experience for the guest. Go the extra mile by doing something such as anticipating the needs of frequent guests or purchase a guest’s favorite soft drink if you do not offer it at your hotel. Guests will remember even the littlest things when you go out of your way.

2. First impressions are key

This is an overused cliche, but it could not be any truer. If the first impression a guest has with your business is bad, not only will they remember this, but also they are likely to tell friends and family. One negative experience can have a snowball effect for your business. Make sure your place of business provides a welcoming atmosphere and the employees reflect the quality of services.

3. Eye contact and smile

This is often stated but often overlooked. When interacting with guests, be sure to look them in the eyes and smile as you welcome them and interact with them. Doing so shows that you care if they spend their money with you. A sincere attitude will go a long way in creating a positive interaction.

4. The customer is always right

What you believe to be right can sometimes differ from what the customer believes to be right. Instead of arguing when confronted by an angry customer about something, take the high road and ask, “What can I do to make things better for you?” Doing so usually calms the customer, creates a fair conversation and resolves the situation.

5. Little surprises

Leaving little surprises for guests will always lead to a positive experience. For example, if you have a meeting with a customer who you know enjoys iced tea, have a glass ready for them when they arrive. Or if you overhear that a guest at your restaurant is celebrating a big milestone or a birthday, bring them a complimentary dessert and thank them for stopping in.

6. Happy employees = happy guests

When employees are happy, you can see it in their work. They are more motivated, energized and friendly. These positive attitudes in turn are cast onto their interactions with guests. If you are an employer, be sure to talk with your employees to build good camaraderie, treat them with respect and provide them with the tools and resources they need to succeed.

7. Ask for feedback

Regardless of whether the guest’s experience was good or bad, short or long, take the time to ask what you can do to improve the experience the next time. Doing so shows that you genuinely care about making sure the guests enjoy their time in your place of business.

8. Look for service opportunities

Throughout the week, keep your eye out for opportunities where you can do something small to improve the experience for a guest or customer. For example, The Ritz-Carlton employees are given money to use throughout the year to solve guests’ problems, such as mailing a forgotten phone charger to the guest. Unexpected actions like these will have your guests thinking very highly of you and your business.

The Sioux Falls visitor industry needs you! For employment opportunities click here.