Surprising Your Vacation Rental Guests Can Have Surprising Results
June 23rd, 2009I read a very interesting New York Times article about how Hyatt Hotels is implementing “random acts of generosity” with their guests. The idea is to surprise guests by picking up the tab for their bar drinks, spa or other item. The guest will then reward that act with increased loyalty and is more apt to return.
I think there’s a lesson here that can be used in the vacation rental and resort markets. Surprise your guests. Champagne and 2 glasses for the romatic couple, 2 free tickets to a water park for a family, a special food bowl for the family dog with his name on it, a delivery of gourmet popcorn for a family movie night – the possibilities are unlimited.
As the article points out, the “psychology of gratitude” has been researched extensively and proves that “we feel pleasure from reciprocating out of gratitude, and guilt when we don’t.”
Give it a try. It just might be the best marketing dollars you’ve ever spent.
Subscribe to Bill's Blog
