It is tempting to focus on attracting new guests to your B&B, but don’t forget the people who have already stayed with you.
Our team at UK hospitality finance experts, Stewart Hindley, spotted an article on www.bedandbreakfast.eu and have taken some of the points from the article which is full of practical tips for how B&B owners can encourage guests to return and, in turn, spread the word to others: (however we do understand that not all B&Bs can afford the upkeep of such marketing activities)
Exceed expectations
Exceed expectations by going that extra mile to demonstrate how you appreciate their custom, by offering delicious extensive breakfasts, small welcome gifts, and ensuring guests receive excellent service.
Make their stay with you memorable by showing an interest in them
It’s worth spending a bit of time getting to know them, so when they re-book with you, it’s like ‘coming home’. You could explain the personal touches around the place and perhaps a bit of its history.
Let guests know you are looking forward to their arrival
You can start building a relationship with your guests, for example, by sending an email a few days before their arrival for example. With a picture of your B&B, or a tip about what they can do in the area and that you are looking forward to their arrival.
Your B&B will then start to become real to your guests in advance.
Maintain contact with guests after their stay
Customer loyalty can be encouraged with regular, personal communication Keeping them posted with any events coming up in your area which could tempt them to return and any special offers you may be running.
Let yourself be heard through social media
Social media platforms are the perfect way to retain close ties with your guests in a casual way. You could post new images and videos of your B&B on Facebook for example – The first al fresco breakfast after winter, your cat/dog, a cup of lovely coffee to start the day with, your B&B in the snow.
Personal messages – as well as ‘corporate’ ones are good. Every now and then you can post a promotion, such as an offer, but don’t let this be the majority of posts on social media. In this way, guests will keep seeing nice messages about your B&B popping up on their timeline and ‘front of mind’ next time they look for a place to stay., you stay in the back of their minds, and they keep getting to know you better. You can send your regular clients exclusive news and discounts through Facebook. Don’t forget to ask your guests to ‘like’ your Facebook or Instagram pages.
Treat your regular guests as VIPs.
Your past customers like to feel appreciated and what better way than giving them a special or discount offer which is just for them.
Give your regulars extra attention on social media as well, for example by starting a conversation with them, or after a renovation or when you’ve expanded your service. You could send them an invitation to come and see the results and sleep in a new room. Your guests will feel special and highly appreciated and will want to revisit your B&B.
Need a helping hand?
If you are looking to start or grow your bed and breakfast or hotel business, the chances are that, at some point, you will be seeking out B&B finance.
At Stewart Hindley and Partners, we are in an ideal position to help you as we understand the hospitality business through and through. We are long-established specialists in securing hospitality finance. Our experienced team will be able to offer you friendly and informative advice to help you build and improve your business.
Browse our site for case histories and more information about the process involved, or call us now to speak to our team of experts.
