Guestology - What's That?

It's a term that came from Disney that means understanding your guests expectations and how to meet and exceed them. A company as big as Disney may use a guest card or door key card to profile what the guest is doing, ordering and enjoying. Then the next day or next visit they can provide the little extras without being asked. They can also use the collected date to mail or email special offers that the guest would be interested. Things like discounts, slow times of the year with little waiting for attractions, special events and things for their children based on their ages.

Smaller businesses can do this in a local setting by recognizing their best customers and having what they usually buy or order ready when they see their car pull up. They can also store in a computer other data such as new births, recent vacations, weddings, new home and of course birthdays. Then with a customer number or code bring up that information in a second and say, "How was that trip to Vegas last week?" People will feel that you really care and it will build loyalty for your business.

A sytems like this can also remember what a customer does not like and you can avoid even offering it to them. I hate flavored coffee and don't want to be asked if I would like vanilla added, eve if it's free. It show customers and clients that you really care and won't waste their time with useless questions. People also like when you call them by their first name as long as you don't overdo it.

Barry is a business coach/advisor that helps businesses grow and provide better service, charging by-the-hour (no contracts). www.idealetter.com