Dealing with guest conflict is one of the toughest challenges employees face in the service industry. If mishandled, an on-property complaint can escalate into a negative online review.
NB: This is an article from Shiji
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These reviews can deter potential guests and damage your business’s reputation and revenue. Preventing negative reviews should be a top priority in your strategy.
Managing guest conflict is important, so when a guest takes the time to bring an issue to your attention, it’s an opportunity to make things right. Your response will heavily influence the outcome. Here are six guidelines to help manage guest conflict, prevent negative reviews, and leave guests feeling positive about your business.
1. Manage expectations
Guest expectations about the quality, value, and service you offer start long before they walk through your door. Conflict can arise when these expectations aren’t met. Ensure that all promotional material, including your website and third-party listings, accurately reflects your business to prevent misunderstandings.
Avoid using superlatives such as “best value” or “ultra-luxurious” unless you’re confident in delivering consistently on these promises. Negative reviews often call out businesses that fail to meet such lofty claims. Instead, under-promise and over-deliver. Guests will be more satisfied when their expectations are exceeded.
2. Be aware of triggers
Many complaints stem from how staff handle problems when they’re first brought up. Triggers – things an employee does or says – can exacerbate a guest’s anger. Once emotions escalate, it becomes much harder to resolve the issue amicably.
Types of Triggers:
Visual triggers: Non-verbal cues like gestures, body language, facial expressions, and environment. A clenched jaw, folded arms, or avoiding eye contact may signal apathy or inflexibility to the guest. A messy environment or dishevelled appearance can also suggest a lack of professionalism. Show that you care by maintaining eye contact, using open body language, and keeping the workplace tidy.
Verbal triggers: What you say matters. Interrupting guests, denying responsibility, or citing policies can aggravate a tense situation. Avoid statements like “You should have” or “That’s not my problem.” Instead, focus on what you can do to help.
Vocal triggers: Tone, speed, and volume play a significant role in how your words are received. Speaking too quickly may irritate guests, while a slow or overly loud voice may come across as patronising. Strive to speak with clarity, in a calm and professional tone.
