Value for money in a grocery store, in my books, could be described as buying something your thought would have been more expensive and getting more than what you originally expected. So what would value for money be in the tourism and hospitality industry? Well, AIMOTION’s definition of tourism and hospitality’s value for money is as follows:

Buying a service that you expected to be more expensive and getting more than you expected from the service at that price.

But, there’s also another definition:

Paying a lot of money, expecting only the best that that amount could buy, and getting exactly that.

I’m pretty sure you’ve experienced value for money at least once in your life. I’m also relatively convinced that you have experienced the opposite more often. So what is the problem? Do you expect too much, or is the service provider trying to save on costs and in the process burning his bridges to customer relationships and loyalty? I suspect that, in most cases, it is the latter.

There is one major problem with the above statement: serving customers does not always cost anyone anything but a smile and a bit of empathy.

AIMOTION’s suggestions to increase your establishment’s value for money exclude the money factor from your side completely:

  • Develop a certain sense of empathy
  • Listen to your customers, and more importantly, show them that you are listening. Look them in the eyes and nod our head.
  • Learn to read your customers’ body language and act on it.
  • Remember that the customer paid for your service and you took the job (or started the establishment) for one reason only: to serve.
  • Train your employees on all of the above. (Not just once – all the time!)
  • Search for gaps to do that little extra something. If your customers’ taxi is late and they sit waiting in the lounge, offer them a mid-morning snack. If they return to your establishment late at night, have some milk and cookies ready for them in their room. Come on – what would that cost you? Almost nothing.

Remember: It doesn’t matter what amount a customer has paid you for your service. They paid you and they expect service, no matter what the amount was. Money is money. Still, for many people, spending money is a big thing and therefore they expect only the best.



About mystme

MYST is responsible for the evaluation of hospitality and tourism establishments in South Africa through mystery guest visits and blogging on their service excellence.
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