Solve your client’s problem: How one hotelier offers tailored services during the strikes in Greece
Sofia & Manolis | Wednesday, May 19th, 2010 | 11 Comments »It is no secret that tourism in Greece is currently affected by a number of challenges, primarily due to the financial crisis and its media coverage internationally. The practical problems, like strikes for example, might be creating problems for travellers.
One of our clients recognised that there was a need that he could meet. The guests at his hotel were worried that due to strikes they wouldn’t be able to vacate their rooms in time. Money, time and accommodation became a worry for them. This is not a time to be passive, this is the time to be active.
Manolis Argyrakis, of the Golden Bay hotel in Crete, is one of the clients for whom we initially wrote the SoMaFusion white paper on Policy and Crisis Communications for the Hospitality Sector. In that document we discuss the needs that will be created due to strike actions and other external factors and how it is important for hospitality sector people to analyse these needs and adapt their services accordingly.
Here is one of the relevant extracts -
In times of crisis, your clients have concerns that are not only practical. Apart from the possibility of bad experiences because of the economic crisis and the impact of the situation – e.g. from strikes – it is likely that your customers are already negatively predisposed towards your services and your country. This leads to distrust and an overreaction to a negative experience that might otherwise not have been deemed so important. To work around this negativity it is important to analyze the fears and insecurities of potential customers and see if you can offer value added services – for example a pickup service from the airport in case of public transport strike. The services offered depend on your business but the key is to have a consistent strategy from the beginning and scenarios which will help you and members of staff to react in a variety of incidents.
(see the complete white paper)
Manolis took the advice seriously and he hasn’t regretted it. Many of his guests have been affected either by strike action or by the ash cloud. He instituted a policy according to which no client would be left without accommodation if they couldn’t vacate due to extenuating circumstances.
Today we saw that one of his guests left an extremely positive review on booking.com detailing his experience and the fact that Golden Bay solved his problem.
The review reads: "The apartments were quiet (although it was the beginning of the season) and conveniently located; it was only a few minutes walk to the beach and also handy for the old town of Malia. The owner was most helpful and when I had to spend an additional night there due to the general strike in Greece, he did not make any extra charge!"
The Golden Bay example is indicative of how value added services tailored to circumstances can help a business overcome adverse conditions and actually encourage customer loyalty.
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Find more ideas like this in the SoMaFusion white paper on Policy and Crisis Communications for the Hospitality Sector. You can read the white paper online (in Greek or in English) or you may prefer to download the pdf (in Greek or in English).
Check out our flickr set - you may want to use the images if you’d like to chat about the white paper.
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I am sure that people that have been biten by the “Crete love bug”, wont be put off by the media stories, or Ash.
We visit Crete at least once a year and will be coming again later in the year. However there is some concern in the UK that the tourists will be seen as easy money, with prices going up for the tourist to compensate for lower than usual tourist numbers?
Hey Alec – we know e x a c t l y what you mean by the Crete Love Bug, we love the big C too.
What you mention on prices would be an unfortunate occurrence for all parties involved and wouldn't make any business sense. Plus if you were treated that way you would definitely be vocal about it right?
That's why we think it's important for people in the hospitality sector to recognise travellers' needs at this point, adapt and communicate.
With Manolis you saw how the review worked for him. I would assume that you would look online before booking? Isn't that one way to ensure that you choose a hotel that is worthwhile?
We hope that you'll have a lovely time – let us know how it went and send us pics! We always love seeing a bit of Crete
μπραβο στον ξενοδοχο και ειθε να γινουν το ιδιο “φιλοξενοι” και οι λοιποι ξενοδοχοι ανα την ελλαδα..Ας καταλαβουν οτι οσο καλυτερες υπηρεσιες προσφερουν στους πελατες τους τοσο πιο πολυ προσανατολιζονται προς το “οφελος” που τοσο πολυ αναγκη εχουν ως “ελληνικες επιχειρησεις”…
That's what we hope as well practica.
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