I have been surprised, flattered, heartened, and, frankly, a little embarrassed by call the compliments from past guests in the comments to the posts in this blog.
I love reading positive feedback from our guests. I love even more passing on the compliments to the people who make it happen.
But then I get nervous that we won’t be able to keep whatever we are doing to inspire so many kind words.
Since the blog reached out to everyone who arranged their vacations with us since we started keeping the email addresses, I got a lot more comments than usual and got a lot more nervous than usual.
So I found myself pondering for the umpteenth time what we do to inspire all these compliments.
One thing that I have know for a long time is that the really thoughtful generous—in some cases I’m tempted to say over the top—compliments come from a fairly small percentage of our guests. Does that meant that we give much better service to some guests or that some guests are just more inclined to be generous with their praise?
Does it make sense to look at service as a one-way street? Or should we be thinking about the services that our guests give hosts.
So I decided to ask a few of our trip planners if they had favorite guests capture their response on video.
Here’s what I found:
“She planned the trip for her husbands 50th birthday.” Priscilla Jimenez
“They brought me cookie and a little cow.” Luis Cubero.
“They did not have a honeymoon and wanted to do something special for that day.” Nadya Shaw
One common thread that runs through all three is that during the planning process each of the prospective guests shared something of themselves that enabled the trip planner to do something special for them.
Of course as professionals we provide the exact same level of service to all our guests….
….and if you believe that I’ll tell you another one.
Please share your stories of how you connected with hosts in your travels.