Some things in business change, but in the hotel business we have always wanted to know what our customers think and how they feel about their experience during their stay at the Stanford Terrace Inn. It is important so that we can see what we are doing right or make the changes on the things that are not so right. We can give the training, fix the problems, all to improve subsequent visits, for that guest and for all guests. Our Customers are in fact what make our world go ‘round.

We have always had comment cards, but getting them filled out was a challenge. We tried lots of tactics. Hand them to the guest at check in, then again at check out. Offer the staff incentives to collect them, offer guests incentives to fill them out. This worked sometimes, but not consistently and we struggled to find out what our guests really thought.
As the Internet took hold people found a way to speak their minds, about everything, not only their hotel stays, but the coffee shop on the corner the waiters at the restaurant. We did not have to wait any longer to find out how they felt, the entire world knew.

As with everything there is the good and the bad. Now we had the information….. good; we were unable to let the guest know how we have addressed problems, or thank them for the positive or negative feedback. How can we get our guests to let us know directly what they would like to see change, what they love about us, and who made a difference to their visit? How do we start a dialogue and build our relationships?

We found a way through an e-mail survey, produced by Market Metrix sent to our guests after their check out. I received more responses then I had ever imagined, but now the challenge.

I spend most of my day trying to find ways to provide the best product, within our limitations, for the best price. I pride myself in what we do at the Stanford Terrace Inn. We know that we cannot be all things to all people, so as much as we want to know how we are doing, there is a part of us that is challenged by the comments that point out how we did not succeed.

These surveys come with a percentage on the top, how did we do? Followed by the questions asked and the guest response, including any additional comments. On a positive note we average 90+%. This means that most guests rate us 95-100%.

What I have learned is that everyone wants to be heard. What I have discovered is that straight honest, egoless, direct responses to bad experiences make for happier guests.

I have been able to make improvements in areas; based on guests taking the time to let me know how we are doing that may not have been addressed as quickly. It has given me complete confidence in my staff. Most importantly I have engaged with my guests, made them Stanford Terrace Inn advocates, get to see the Stanford Terrace Inn through hundreds of eyes and as a result offer a superior product.

Will everyone love the Stanford Terrace Inn? Perhaps not, but most do, and that comes from our own high standards, loving what we do and genuinely loving the interaction with our guests. They are the reason we are here and we thank them every day.

Thank You!!!

Shanti to all,

Barbara Pressman