The Guest Experience

Outside – in

In visiting and compiling the information for the report on your property, note that we are "hands-on". We are the team that is physically at your property. We do not hire minimum wage, semi-retired, "free-meal" type mystery shoppers who then fill out a questionnaire style report. There are plenty of those types of services.

No, our report is much more in depth - both on an analytical and emotional level. It is getting inside your guest's mind and understanding the ingredients of their decision making that will determine repeat business. We are all well aware of the significant impact of customer retention on your bottom line, since acquisition costs are much higher than retention costs.

It is imperative that you have accurate, unbiased data for your decision making.

We make a reservation at your property during a window of time that you can specify. We check in anonymously for a three (or more if you specify) night stay. During our stay, we perform a detailed physical examination and utilization of the accommodations, lobby and common areas, spa, pools, restaurants, etc., from the customer's point of view.

At the same time, we interact with and observe the functioning of your staff and the reactions of customers they service. Any interaction with other guests would be completely discrete and anonymous. Our experiences, observations, and conversations are minutely detailed in the report you receive. In addition, we can create customer service scenarios to focus on specific areas in which you may wish to have feedback.

In our analysis of your property, we consider the perspectives and expectations of the
baby boomer , business and leisure guests. Guest experiences can be divided into two arenas--measurable and emotional. What are the facts of the guest's visit and what are the feelings that the customer walks away with?

People can endure problems--it all depends on how problems are handled.

We do not "find" problems just to up-sell solutions to you. We do not review any company policies, etc. before the visit.
Our analysis will consist of raw data -- unbiased, objective.
It is up to you and your present CRM program/company to digest and use the facts in the report as you see fit.

Please contact us to discuss the particular needs of your property.

"... the first step to achieve your goal is to know where you are"