first impression
Making the Most of a First Impression
John Smallwood | June 27, 2016
By John Smallwood If you have 60 seconds, I have 300 words that might help at the NOI line. We've all heard the expression that "you never get a second chance to make a first impression". Recent studies support this, but more importantly, the studies indicate that it's very hard to change a poor first impression to a more positive one later on. As a hotel, your entire image depends on the ability to offer great customer service right from the initial contact with your guest. It's absolutely critical that your guests feel instantly welcome the second they contact your hotel. According to McKinsey research on customer experience, 70% of b...