Your Guests Aren’t Complaining Enough

We all strive to deliver a perfect guest experience, but too often that intention is confused with striving for zero complaints.  While minimal or even zero complaints may seem that the experience is thriving, it often indicates a lack of guest feedback, not a lack of complaints.  Studies have shown that fewer than 4% of consumers will report a service failure, meaning every complaint means 25 or more guests had the same experience, but instead of speaking up, they opted not to return.  More complaints mean more opportunities to rectify issues, as well as gather valuable feedback that allows you to continually refine your guest experience.  In this session, you will learn how effective feedback and resolution will turn even your angriest guests into your most loyal advocates.