You're facing guest complaints over sustainability changes. How can you address them effectively?
In the hospitality industry, sustainability is becoming increasingly important. Guests are more environmentally conscious and expect hotels and restaurants to follow suit. However, implementing these changes can sometimes lead to complaints, as guests may not understand the reasons behind them or may be inconvenienced by new practices. Addressing these complaints effectively is crucial for maintaining customer satisfaction and promoting a positive image of your commitment to sustainability.
When a guest approaches you with concerns about sustainability changes, your first step should be to listen actively. This means giving them your full attention, acknowledging their feelings, and not interrupting. By doing so, you show respect for their opinion and demonstrate that you take their complaints seriously. Remember, the goal is not to immediately counter their points but to understand their perspective fully. Once you have a clear grasp of their concerns, you can begin to address them in a way that is both informative and reassuring.
After hearing out your guest, it's time to educate them on the sustainability changes your establishment has implemented. Do this tactfully, without making them feel ignorant or attacked for their concerns. Explain the long-term benefits of the changes, like reduced environmental impact and how these efforts contribute to a more sustainable future. Use simple terms and examples that are relatable, and be sure to highlight any immediate benefits they might enjoy, such as improved quality of products or services due to eco-friendly practices.
Sometimes, guests might be upset because they feel that sustainability changes limit their choices. In such cases, offering alternatives can be a great way to address their complaints. If they're unhappy with the removal of single-use plastics, for example, you could suggest alternative materials that are just as functional but more environmentally friendly. Make sure that these alternatives are readily available and that your staff is trained to suggest them proactively. By providing options, you can help guests feel that they're not being forced into changes but are part of a positive movement.
While addressing complaints, always show empathy. Acknowledge any inconvenience the changes may have caused and apologize if necessary. This doesn't mean you agree with the complaint, but it shows that you're sympathetic to their experience. Empathy builds a bridge between you and the guest, often leading to a more open and constructive conversation. It can turn a negative situation into an opportunity to demonstrate excellent customer service and reinforce the value you place on guest satisfaction alongside sustainability.
Encourage your guests to provide feedback on the sustainability initiatives. This not only shows that you value their input but also helps you understand the guest experience better. Make it easy for them to give feedback by providing comment cards or a section on your website dedicated to sustainability suggestions. Let them know that their opinions will be considered in future decisions and that their voice plays a crucial role in the evolution of your sustainability efforts.
Finally, ensure that you follow up on any commitments made during your conversation with the guest. If you promised to look into an issue or pass on their suggestions to management, do so promptly. A follow-up call or email to inform them of any actions taken can leave a lasting positive impression. It demonstrates that you not only listen but act on guest feedback, reinforcing trust in your brand's commitment to both customer service and sustainability.
-
Silas Grecco
Capacitação e Facilitação em Hospitalidade e Experiência do Cliente | 🤲🏼 Falo sobre #hospitalidade para uma cultura + #humana nas empresas | +15 anos de experiência com atendimento de alto padrão
Eu particularmente nunca vi o cliente reclamar de políticas sustentáveis, a menos que sejam políticas de redução de custos disfarçadas de sustentável. Precisa ser feita uma boa comunicação visual sobre trocas de enxoval, amenidades, controle de energia, etc. existem muitas práticas que podem ser feitas nos bastidores sem que seja necessário impactar a experiência do cliente, como uso de painéis solares, reuso da água da chuva, apoio de fornecedores locais, apoio de projetos sócio educativos da região, compostagem, reciclagem, horta, escolha de materiais duráveis em projetos, etc.
-
Abdelrahman Soliman
Reservations Supervisor at Steigenberger Hotel El Tahrir Cairo
I would love to agree to the idea of having some part of decoration which at the same time can be used as sustainable achievements, we can divide it into 3 parts, 1. Sustainable issue that needs solving 2. Process needed to solve it 3. How solving it impacted the area which include the staff and guests + impact on the environment. This idea can help guests who are unaware of its effect to get interested in reading more or even giving feedback and ideas to the management of the property.
Rate this article
More relevant reading
-
Hospitality ManagementHow can you stand out in guest services?
-
Hospitality ManagementHere's how you can improve customer service in the hospitality industry through innovation.
-
Hospitality ManagementWhat do you do if your guest loyalty is low despite innovative customer service in the hospitality industry?
-
HospitalityWhat are the best ways to ensure guest comfort and satisfaction?