And yet, a positive check-in experience can change our perception of an entire company and its product or service. A negative check-in experience can do the exact same.
Do you spend enough time focusing on your check-in experience?
For better or worse, it is a part of your brand. It can change how guests remember you. It’s the difference between “That was fun! 4 stars!” and “What a first-class operation! 5-stars!” Exceeding expectations is what drives word-of-mouth for your business.
The good news is enhancing your check-in experience is low-hanging fruit! A few tweaks and it can go from hectic and disorganized to calm and collected. Here’s some thoughts on what a calm check-in looks like:
- A calm check-in is clear and informative. Does the guest know what is expected of them when they arrive? Do they need to complete their waiver? Do they owe money? What can/should they bring with them? Where can they put their things? How long will they be waiting? Is this their last chance to use the bathroom?
Guests worry about these things. As operators we can’t forget that it’s their first time going through this. Some guests are already apprehensive about the adventure they signed up for, and added confusion about what they should be doing beforehand will only add to their anxiety.
Answering all the main questions a guest may have before they even ask gives off a professional, you’re-in-good-hands vibe and can immediately ease their apprehension.
- A calm check-in is personal. A stressful check-in focuses on the logistics – when, who, how? A calm check-in focuses on the guest.
This is done by making logistical decisions – including which guides are assigned to which guests – all before the guest arrives. Expecting your staff to make those decisions after the guest arrives will cause incredible stress, and stressed-out staff is the sure-fire way to never have a calm check-in.
Invoke calm into your check-in by acting as if you are expecting the guest (which you are!). Don’t just acknowledge the guest, greet the guest! Find out who they are and where they’re from. If needed, change your mindset: as soon as the guest arrives and walks through the doors, that is when their experience with you begins – not when their tour time starts.