Guest Blog: Prepare Your B&B for a Quick Sale

Selling any business in a rush is never an optimum choice. But if you need to sell your B&B quickly, it could perhaps be that you, or someone close to you, has suffered an illness which makes it impossible to manage the regular commitment the hospitality business demands.

Or you might have experienced unexpected changes which will impact your business prospects.

It isn’t always possible to sell a business quickly, but this is what you should do to prepare for a quick sale and give yourself the best possible chance of securing the deal you want:

Initial preparation

If at all possible, you should continue to accept bookings as normal.

When an owner is in your position and looking to sell, there is a great temptation to scale back your trading – perhaps turning down one-night stays or opening just for the high-season summer months.

This is understandable, given your circumstances, but any evidence of a decline in your trading may make selling even more difficult.

Any prospective buyer looking for finance will find lenders reluctant to commit once they note the downturn in historical profits. Another reason for trying to commit to ‘business as usual’ is that continuing to gather positive online reviews is the best way to ensure you still get to sell for a good price.

Looking at your preparation in broader terms, there would normally be a three-year preparatory period to achieve comprehensive results. But if time is short, you must at least have your financial records in good order and presenting a true picture of your trading over the last three years (or more).

Would-be purchasers will take a close interest in your business records, as will any due diligence team. So, you should be ready to answer a whole raft of probing questions about:

  • Peak business periods
  • Off-season arrangements
  • The profile of typical guest categories
  • Repeat bookings
  • Your cancellation policy
  • Your main local rivals

and much more.

In particular, you will be asked to explain the pattern of trading peaks and troughs that your P&L will reveal.

So, be very sure you can give accurate and relevant explanations of all your trading data.

When responding to seller-side queries, your absolute honesty about all business matters will do much to create an atmosphere of trust and confidence. In fact, experts agree that the truthfulness of your approach is considerably more important than the quality of the information you disclose.

You can also show an interested buyer that you are really ready for a quick sale by preparing a comprehensive handover package detailing all the important information about running your business.

This will help your buyer to conceptualise the ownership tasks, and also reassures everyone that you don’t intend to just disappear into the night!

Valuation and advertising

Your valuation is best completed by professionals who understand the hospitality market.

This ensures your premises will be assessed and valued using the customary methods for your sector. And, your valuers will also be able to highlight all the desirable features of your business which truly support the valuation figure they propose.

Many business brokers will be able to advertise your business for a quick sale and will also be able to discuss how to maximise your selling price. This is especially important, given that you will need good advice on how much you should be prepared to compromise on your final selling price in order to generate genuine interest in a quick sale.

And if you feel sufficiently knowledgeable about your business, are thoroughly prepared, and are confident enough to handle matters for yourself, then you could also advertise your business on BusinessesForSale.com.

Due diligence

At this stage, your seller’s professional team will scrutinise your business in great detail to test whether the sale valuation reflects the true value of your business.

This is where your careful preparation will begin to pay off. You should also respond to any requests for further information as soon as possible, otherwise this can create delays and perhaps cause a buyer to lose interest.

Finding a buyer will reward all your intensive preparation. But do check that any prospective purchaser wanting to buy your business has the necessary finance in place, because this could otherwise cause a significant delay in closing the deal.

And once the contracts have been signed, you can get down to enjoying your future life beyond the B&B.

By Jo Thornley, Head of Brand and Partnerships at Dynamis. Joining in 2005 to co-ordinate PR and communications and produce editorial across all business brands. She earned her spurs managing the communications strategy and now creates and develops partnerships between BusinessesForSale.com, FranchiseSales.com and PropertySales.com and likeminded companies.

 

Why Torquay B&B is a popular option among tourists

If you’re thinking about setting up a B&B, the area you choose is an important part of the decision making process. It’s no wonder Torquay is such as popular place for B&Bs and boutique hotels.

Nicknamed the English Riviera, Torquay has cliffs to clamber over, a seafront to stroll down, beaches to bask on and a marina to mooch around.

In fact, as far as an area for a boutique hotel or a B&B goes, Torquay, whilst pricey to initially invest, is a popular hot spot for tourists.

The region even boasts its very own ‘Seaside Award’ too … with its very own sand sculptor to carve the logo for the award in the sand!

As if it’s not enough to have all this to hand, there’s even an organisation that promotes the area to tourists. Their website www.englishriviera.co.uk is a great place for potential visitors to find out about all of the events and activities that take place in Torquay during the tourism season, as well as out of season too.

These are the sorts of things that make particular regions appealing to those looking to set up their own B&B.

Finding a B&B or hospitality business where there is already a large draw for visitors to come to the area, is always a good plan. And it’s certainly one of the things that appealed to Elaine and Lee who bought Blenheim House, their B&B business,  in January 2017.

In the last 18 months, their business has gone from strength to strength with guests returning regularly for their own dose of the English Riviera.

Just some of the events and attractions that draw in the 1.45 million staying visitors and the additional 3.8 million day visitors each year, include:

  • Visiting the beautiful beaches
  • Babbacombe model railway
  • Dinosaur world
  • The Air Show
  • Paignton Zoo
  • And endless eateries and restaurants that range from family-friendly fish and chips to a Michelin-starred dining experience.

So, if you fancy a visit to Torquay, either to scope out the potential for an English Riviera B&B, or to look for somewhere that you’ll feel right at home, we’d highly recommend Blenheim House. To find out more about what it’s like to run a B&B in a tourist haven like Torquay, you can check out our blog.

The Stewart Hindley Partnership are specialists in securing hospitality finance to enable you to set up your own B&B or boutique hotel. So once you’ve found an area you’re interested in settling in, give us a call on 01488 393040 and speak to one of our advisors about your hospitality finance requirements.

Are you risking your B&B business?

Trading as a B&B on a residential mortgage can leave you open to the risk that your loan will be called in by the bank. Whilst this often happens towards the end of a loan period, it can happen at any point.

Suddenly, you find yourself with 3 options:

  1. Find a lot of money to pay back the full amount on your mortgage.
  2. Find a new mortgage, pronto.
  3. Sell your home and business, quickly.

Option 1 is a pretty difficult thing to do. Option 3 can also be undesirable as, if the market isn’t right, you could end up losing out big time on your capital, and struggle to afford a new place to live.

Option 2 is your best bet, but even this isn’t without its problems.

The challenges of finding a new hospitality mortgage

If your mortgage has been called in, you may want to look for a new hospitality loan or mortgage. The trouble is, unlike residential mortgages, a hospitality mortgage is usually based on your revenue, not on your capital. This can leave you out in the cold if you only let rooms intermittently or only trade to suit your lifestyle

The other challenge comes with the fact that many B&B businesses are owned by couples later in their working life, as a way to combine income with lifestyle. Or, if your mortgage is 20 years into a 25 year term, it’s likely that you’ll be approaching the age of retirement. This poses another problem. Financial institutions can be reluctant to grant a long-term loan to B&B owners in their 60s, instead offering shorter terms.

This typically leaves a shortfall between the capital raised and the value needed to avoid selling your home.

How professional help can enable you to secure the loan you need

There are ways to overcome these challenges and increase your chances of securing a hospitality loan, without having to compromise.

At Stewart Hindley, we help hundreds of B&B owners find hospitality loans for their business every year.

We work with a network of lenders to lend to B&B owners and hotel proprietors, and we know what they are looking for, so we can use this experience to help B&B owners like you. We’ll work with you to put the structures and plans in place that maximise your chance of securing the loans you need to continue your dream, without losing your home and business.

To speak to one of our advisors about your hospitality finance requirements or some B&B advice give us a call on 01488 393040.

Up and coming UK holiday destinations

When considering setting up a B&B or a boutique hotel, it can be disheartening if you aren’t in popular UK holiday destinations.

However, as the cost of holidays in Europe and further afield rises, Brits are finding new places to visit right here in the UK. This is opening up all sorts of opportunities for people thinking of setting up a B&B, boutique hotel, or glamping site.

  1. Lake District

What better escape from the 24/7 chaos of our always-on-world than a retreat in the timeless and unspoilt rolling landscapes of the Lake District. Whilst some areas have been UK holiday destinations for many years, other areas are more untouched, more beautiful. The western lakes such as Wast Water are not only some of the quieter more unspoilt parts of the Lake District, they are also without a doubt some of the most beautiful too.

  1. Huntstanton

Norfolk may not be the first place that springs to mind when looking for a UK holiday destination, however, with over 125 miles of navigable, lock free waterways, interspersed with idyllic market towns and attractions such as Bewilderwood, B&Bs in Norfolk are being seen in a whole new light as tourists realise the area has something for every member of the family.

  1. Lee-on-Solent

Lee-on-Solent is often overlooked in favour of more traditional South Coast tourist haunts such as Brighton and Bournemouth, but Lee-on-Solent offers great value for money whilst also being a stone’s throw from Gun Wharf Quays, Portsmouth Historic Docklands and some spectacular beaches and headlands. This makes it a great place to base yourself if you are looking at setting up a B&B that can offer guests opportunities to make the most of the sun and coastline, with shopping and attractions close by for those rainy days.

  1. Fife

Fife in Scotland is almost unbeaten for scenery. It’s great for discovering the array of castles and exploring the Jacobite trail whilst soaking up the nature and rural beauty that Fife has become renowned for.

  1. Camber, East Sussex

Often missing out on consideration as a tourist destination to big brother Brighton, Camber isn’t always the most obvious UK holiday destination, but with the beautiful Camber Sands, idyllic for kite surfing and playing in sand dunes and just a short walk from the quaint and picturesque village of Rye, it certainly should be.

  1. Cotswolds

Miles from the sea, it’s easy to overlook the Cotswolds for holiday opportunities but with beautiful Cotswold stone villages, lakes offering all manner of water sports, endless walks and the unique market towns of Burford and Bourton-on-Water, the Cotswolds are the perfect place for family holidays in the UK.

So, if you’ve been considering setting up a B&B or a boutique hotel and you happen to live in or near one of these areas, maybe now is the time to start turning those dreams into a reality. Our hospitality finance specialists are available to discuss finance options suited to you, and will help you to get started with the investment you need to get your B&B or boutique hotel off the ground. To speak to one of our B&B finance specialists please call us on 01488 393046.

5 Ways to help your B&B guests enjoy rainy day holidays in the UK

The British weather is one thing that can make or break your guests’ stay that you have no control over. However, if you can weatherproof their holiday, not only are you more likely to benefit from referrals, but you’re also more likely to be welcoming them back for return visits.

Weatherproofing your B&B experience also has the added bonus of extending your season, spreading demand throughout the year. But what can you do to weatherproof your guests’ stay?

1.      Ensure your B&B guests are equipped for bad weather

Whilst jokes are about UK holidays being the only holidays that require swimsuits, rain coats, shorts and woolly jumpers, packing limitations sometimes mean that’s just not possible.

Make sure your guests have the essentials to get out and about when it’s teeming down outside.

Chewton Glen provide a pair of wellies for guests wanting to take a stroll around the grounds in inclement weather, whilst many hotels and B&B’s have a selection of large golf umbrellas to keep guests dry.

2.      Keep the kids entertained when it’s rainy

There’s nothing worse than children getting bored and climbing the walls when you’re stuck indoors, but rainy days can be a great opportunity for families to bond and to discover new (or forgotten) pastimes.

Have a small library of children’s books, board games and card games that families can enjoy together, like Gwel an Mor in Cornwall. Depending on your guest demographic (and the space you have available), you may choose to set up a games room with a games console.

3.      Invest in indoor appeal for days when the great outdoors doesn’t appeal

By giving your guests opportunities to make the most of a rainy day, you can turn even the wettest of days into a fun memory. We can help you find hospitality finance solutions to make your spaces special and create features for your hotel or B&B that can really help to extend your busy season. Clydey Cottages in Wales had enough space to build an indoor pool and soft play area, so when the clouds roll in, their guests don’t have to turn in.

4.      Help your guests find rainy day alternatives

Even if you can’t create a rainy day appeal at your B&B or boutique hotel, you can still help your guests out. Keep a variety of leaflets available for guests that include things to do on rainy days. Aquariums, museums and local swimming pools can all be great ways to spend a few hours doing something you wouldn’t normally do at home, so help your guests find things they will enjoy.

5.      Make every moment memorable – even the soggy ones

There’s nothing better than returning from a cold, wet outdoors to a warm fire, a hot drink and cosy blankets to snuggle into.

Provide drying facilities for coats and boots. This will reduce the risk of water and mud from being traipsed through your rooms, and your guests will appreciate taking home dry clothes, rather than plastic bags full of damp, smelly clothing.

If you are looking for investment to extend the appeal of your B&B or hotel, and help guests to make the most of every day of their stay, speak to one of our hospitality finance experts on 01488 393040 to find out how hospitality finance can help you find the funds to invest to give year-round appeal to your B&B or boutique hotel business.

7 Ways to impress your B&B guests

These days finding a B&B is much easier than it ever used to be. Trip Advisor, Airbnb and HomeAway make finding a bed for the night a breeze.

Whilst this is great news for many B&B owners, it’s most definitely a double-edged sword as it also means that for potential guests looking for a room for the weekend, or even just a night, there’s lots more easily accessible options out there.

This means that standing out from the crowd and adding that extra warmth to your service is more important than ever. I’m not talking about an extra blanked at the back of the closet in their room I’m talking about that added personal touch that says ‘we’re really pleased you chose us’.

Here are 7 ways to deliver a personalised B & B experience

  1. Send a text

Isn’t it great not to have to scribble the address of where you are going on a piece of paper before keying it into the sat nav? Text your guests either on booking or the day before they are due to check in. Point out how you are looking forward to welcoming them to your B&B and send them your postcode or directions. It’ll also help them avoid any ‘lost in translation’ issues from addresses copied down incorrectly.

Using texts doesn’t have to stop there. Text them the address of any restaurants or takeaways they ask you for, and even invite them to check in or out by text too for some ultra-flexible checking in options.

  1. Make your photographs stand out

Invest in getting professional photographs taken. Most B&B guests put a large focus on the way that a property looks. A professional photographer will be able to use the right lenses and get the best angles to show your property in its best light, making it look oh so much better than all those amateur photos you’re competing with.

  1. Encourage reviews

Before visitors make their mind up on where they’ll stay, they almost always look at reviews.

Whether they look at the individual reviews or the overall rating given out of 5 stars, encouraging your visitors to leave positive reviews on your chosen site or sites, will mean you’ll be streets ahead when it comes to return bookings and new bookings. Many algorithms will prioritise those properties with positive reviews in searches too.

To encourage reviews you can incentivise your visitors with a free gift, entry into a draw to win a prize, or a discount on their next booking.

  1. Make their experience a personal one

Get to know your guests names and use them. Chat to them and find out about what they’ve been doing whilst in the area. Not only might you be able to offer useful information or additional suggestions, you’ll also pick up tips and advice that you can pass on to other guests to help make their stay memorable.

  1. Something to remember you by

Consider what brings your guests to the area and make it easy for them to take back a little souvenir. Partner with some local businesses to offer them some cheese from the region, maybe some biscuits or cakes that are typical of the area, or perhaps a book inspired by, or written about where you are based.  One of the best B&Bs I ever stayed in gave me a couple of biscuits and a bottle of water for my return journey – perfect.

  1. Make sightseeing life easy

Make picnic lunch options available – not only is it another way to upsell your guests, you’ll also be doing them a favour, saving them from having to hunt out overpriced (and often overcooked) tourist food, so they can spend more time making the most of the sites they’ve come to see.

  1. Nothing says welcome like a fresh pot of coffee

After a long journey, there’s nothing quite like a fresh coffee, so offer your guests a complimentary coffee and snack on arrival and help them to start unwinding right away.

Stewart Hindley are Finance brokers specialising in B&B finance and hospitality finance. With a comprehensive network of affiliates and partners, Stewart Hindley help provide the B&B Finance that owners are looking for to transform their B&B into something really special.

If you have high hopes for your B&B and need B&B finance to make it a reality, give us a call today and speak to one of our specialists in hospitality finance.

Ideas on how to encourage repeat business for your B&B

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.

Spotlight on Devon and Cornwall

Devon and Cornwall remain some of the most popular holiday destinations in the UK, offering some of the best coastline, countryside and varied towns and cities in the country.

Here we highlight below some great and varied places to stay in the region, all of which also just happen to have benefited from the expert advice of our specialist hospitality finance advice team at Stewart Hindley and Partners to put them on the road to success.

Devon

  • Torquay – famous for being the largest town on the “English Riviera” and a popular choice for thousands of visitors to Devon.

Blenheim House B&B in Torquay has everything proprietors Lee and Elaine Ratcliffe were looking for – a good location close to the seafront and train station and accommodation which had  just been recently refurbished (so wouldn’t need a lot of money spending on it) and a manageable 5 guest rooms.

From the start of their search they were in touch with us at Stewart Hindley & Partners and we were able to provide them with a judgement on whether their B&B finance application would be successful or not.  It was a pleasure to work with Lee & Elaine and to see their hopes and dreams come to fruition, they are now welcoming guests and starting to build the trade to its max. https://www.blenheimhousetorquay.co.uk/

  • Exeter – The Exeter Townhouse is a lovely boutique B&B is set in a quiet corner of Exeter city centre yet just a few minutes stroll from the Cathedral, the Royal Albert Memorial Museum, the Quayside, shopping centres, restaurants, university and train stations.

The Grade II Listed property has been brought up to date with period and contemporary features offering 9 stylishly decorated rooms.  They were awarded a Certificate of Excellence by Trip Advisor in 2016 and 2017 and a 5 star rating from the Food Standards Agency – the highest possible food hygiene rating in the UK.

Guesthouse finance for The Exeter Townhouse was secured through us at Stewart Hindley & Partners. http://www.townhouseexeter.co.uk/

Cornwall

  • Bude – Wyvern House Bed and Breakfast is located in the popular Cornish town of Bude and

is just a few minutes walk from the beach and town centre.  The property has 6 en-suite bedrooms and spread over 3 floors and has proved an ideal location for our clients, Paula & James, to set up their new bed and breakfast.

Paula & James had owned and operated a bed and breakfast business so had plenty of experience on which to build their new venture in Bude.  Having found their perfect property they soon realised the benefits of using a specialist finance broker to source the necessary funds to purchase it.  Having contacted us at Stewart Hindley & Partners we worked with them to secure the best B&B finance deal available to them and took them step by step through each stage.

Paula and James are now welcoming guests to Wyvern House and enjoying life in Cornwall. More info at https://www.wyvernhouse.co.uk/

  • Looe

Penvith Barns has a 4 star rating on Trip Advisor, offering beautiful accommodation just outside Looe with access to lovely walks including the South West Coastal Path to Looe and Seaton Beach.  Guests can come and as they please and relax in the tranquil surroundings with views over superb countryside.  It’s also close to some of Cornwall’s best beaches and makes a great base for exploring Cornwall’s Attractions.

We are proud to have offered the B&B finance to put Penvith Barns on the map.

http://www.penvithbarns.co.uk/

f you are looking to start up, or purchase an existing hospitality business, wherever that may be, then why not contact our friendly team of specialist advisors now for advice and information on the best hospitality finance packages available today.

Electric Vehicle Charge Points for Bed & Breakfast Businesses

It is important that Bed & Breakfast owners continuously look for ways to grow their business. This is a matter we here at Stewart Hindley always stress the importance of. As we are committed to being as supportive as we can to our clients we always highlight opportunities for achieving growth.

One of the strongest such opportunities at this time is the electric vehicle market. The rapid growth in sales of electric charged cars over the last 4 years has been quite remarkable. In this article we will look at the facts and figures of them, and the ways in which your Bed & Breakfast can be made an attractive destination for owners of them.

Electric Vehicles – The Rapid Rise in Popularity

Earlier in this article we mentioned that grown in this market had been rapid. This, if anything, is an understatement. In 2013 there were 3,500 registered electric cars on the roads in the UK. By November 2017 this had risen to 125,000. The universal expectation across industry analysts is that 1,000,000 registered electric vehicles shall be reached as early as 2022.

The main challenge to reaching this figure is the number of charging points. At present there are 14,000 charge points for electric vehicles in the UK. Whilst that figure in itself sounds high, it is considerably short of meeting the growing requirement for them. Despite incredible advances in the technology behind them it remains the case that the average fully charged electric vehicle has a maximum range of some 150 miles.

A high level of support is available for businesses wishing to install electric vehicle charge points. This is something all Bed & Breakfast businesses must give consideration to.

Electric Vehicles – Bed & Breakfast Charge Points

From the above it is clear that offering a charge point at your business is a highly attractive feature. Having an electric vehicle charge point available at your Bed & Breakfast could be the determining factor in guests choosing to use you rather than a competitor.

One of the concerns about this which Bed & Breakfast owners will have is the cost of installation. These can, as you might imagine, be quite high. There is, however, considerable financial support available for businesses looking to install electric vehicle charge points.

The UK Government is highly committed to ensuring electric vehicles are a success. One of the incentives in place to encourage this comes in the form of financing for charge points. Grants, subsides and shared cost initiatives are available from a number of Governmental departments, in particular the Office of Low Emission Vehicles and the recently establish Workplace Charging Scheme.

With support in terms of financing and expertise in place at Stewart Hindley we firmly believe now is the perfect time for Bed & Breakfast owners to explore the business potential offered by installing electric vehicle charge points.

The specialist financial experts here at Stewart Hindley are here to help you secure the best commercial loan for your Bed & Breakfast business. We always seek to go beyond this, offering as much comprehensive advice for success as we can. Highlighting the potential for success with electric vehicle charge points is just one of the ways we deliver this.

For more information on how we may be of service to you please get in touch. You can call us on 01488 393042, or drop us a message through our website. We’d be delighted to discuss your plans and requirements, exploring the ways we can help you achieve them.

How To Deal With Complaints – Dos And Don’ts

Guest house and hotel owners will inevitably be required to respond to the occasional case when guests feel they have had a slightly less-than-perfect stay.  So, what is the best way to handle complaints?

Leading hospitality finance experts Stewart Hindley & Partners have put together a few handy list of ‘Dos’ and ‘Don’ts in these situations:

DO

  • Focus on providing a great customer experience with attention to detail and set realistic expectations before guests arrive. That way, you can ensure that you don’t give customers a reason to complain in the first place.
  • Be ready for those few complaints that you might get. This means being sure you know your establishment inside out. You want to be ready for almost any question, or tackle any issue, that your guests could possibly think up.  You should also decide what your stance will be when a customer confronts you, what your policy is on compensation and how you will validate a complaint.
  • Anticipate – have an outcome ready for as many complaints as you could think of, so try to bring the topic on to this, so as not to draw out the length of the discussion.
  • Stay calm, even if the guests are worked up themselves. When a guest does decide to make a complaint, it’s important to think about your tone of voice, staying polite at all times and choosing your words carefully – especially if the complaining guest is quite animated.
  • Be sure to also take the nature of the complaint on board, and look to improve whatever it is that went wrong for the guest. For example, look into upgrading a bed if guests complain it is uncomfortable.
  • Endeavour to bring about a speedy conclusion to all complaints. Delaying will only escalate the issue.

DON’T

  • Misrepresent or over-promise clients with your promotion. For example, make sure that any promotional images you use are a realistic representation of your establishment. Use a good photographer to capture all of your ‘best sides’, but don’t mislead with images of views which do not apply to your rooms.
  • Don’t feel you necessarily have to agree with everything that the complaining customer is saying – especially if you feel that some or all of what they’re saying is unfair. A better way to ‘diffuse the bomb’ is to acknowledge what the customer is complaining about, and try to shift the conversation on to the resolution.
  • Don’t dwell on the complaint because, more often than not, a negative can be turned on its head to become a positive. Look upon it as an opportunity to impress with how responsive you are to complaints and to ‘practise’ your customer service skills.
  • Don’t forget to treat the experience as a learning curve – to get even better at handling these situations in the future. Use it to hone your customer service skills, taking on board the criticism and using it to give your guests better experiences every time they come and stay with you.

Need a helping hand?

If you are looking to start or grow a  bed and breakfast or hotel business, the chances are that, at some point, you will be seeking out bed and breakfast funding or hotel mortgages.

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.

Source:
https://eviivo.com/trade-secrets/customer-service/customer-always-right-deal-difficult-guests/