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1. Exceed expectations. Deliver more than you promise by setting realistic expectations for your guests. Avoid making promises you can’t keep. For example, if a guest expects in-room massage but your schedule can’t accommodate it, they’ll leave disappointed. Keep the wow-factors hidden until arrival. By exceeding expectations, you create a lasting impression that makes guests want to return.
2. Personalize your offers. Repeat sales aren’t about generic calls or mass emails. Personalization is key. Segment your customer base by their medical profiles and previous visits. Offer your clients what they truly value. For couples, highlight packages like a «5-day stay with a complimentary romantic dinner». For families, mention a new amusement park on resort’s territory. Celebrate special occasions like birthdays and anniversaries with personalized bonuses. Remind patients that prevention is the best medicine and encourage them to stay on track with their health goals by offering to repeat the health program.
3. Retarget with care. Reconnect with past guests a few months before their expected return. Use personalized ads based on their interests and previous stays. Make limited-time offers and prompt them to book. For example, provide loyalty points or promo codes that expire soon.
4. Stay on guests’ radar. Don’t disappear after they leave the resort. Keep them engaged through regular social media updates, e-mails, and personalized messages. Gradually make your offers more appealing. If a simple invitation doesn’t work, add some perks. For example, you want to inform young couples about the new «Floating for Two» experience. If initial promotion doesn’t spark their interest, offer more favourable conditions: new procedure test drive at half price, complemented by romantic room decor and a half-hour yacht trip as a gift. This strategy gently encourages repeat visits and fosters long-term engagement.
5. Make timely reminders. Use doctor-recommended re-visit dates as a reason for re-invitations. Implement a CRM system to ensure timely reminders and follow-ups. This way, you can invite guests to rebook well in advance.
In Jivi, recommended re-visit date is seamlessly transferred from MIS to CRM. This triggers an automatic task creation for the manager to facilitate an early booking. A few months prior to the desired date, the employee receives a timely reminder, prompting them to reach out and invite the customer to rebook.
Take a moment to answer five simple questions and discover the cost of an IT solution that comes with ready-made CRM integration. As a bonus, you’ll get a chance to download a checklist «Boosting occupancy during the low season».
6. Collect feedback. Monitor customer satisfaction at key interaction stages. The sooner you address any issues, the better. Use automated surveys to gather feedback at check-in, during their stay, and at departure. Keep it concise not to bother your guests.
In Jivi, you can streamline the feedback collection process for managers. Just set up automated email or SMS surveys triggered by key events like guest check-in and check-out. To avoid overwhelming your clients, consider using concise format of a classic NPS (Net Promoter Score) survey. This approach allows you to swiftly gather valuable insights into guests’ impressions of their first day and overall stay.
7. Build loyalty. Boost returns with a loyalty program. Accumulative bonus system rewards guests for stays, purchases, referrals, and other targeted actions. They save bonuses, pay for services and move to a new level with more favourable conditions and privileges. This not only encourages repeat visits but also helps manage seasonal demand by setting point validity periods.