During my recent trip to Lombok island, I had contrasting experiences in two guesthouses. The encounters with the two owners shed light on how to ensure a customer will return again and not return again.I would stay in Martas again because of the following reasons :
1. Trusting. Joanna, the wife of Martas didn't insist on a credit card when I made booking through email. She trusted me. I guess she applies the 'I trust you. I give you the benefit of doubt (until you break it)' policy.
2. Going the extra mile. She offered and booked the other guesthouse on my behalf because I wanted to try out other Balinese styled guesthouses. The other guesthouse refused to accept my booking over the telephone.
3. Pay after you have enjoyed our hospitality. She didn't ask for any deposit when we checked in. Her staff still served us breakfast for 3 days. On the last day, we packed up and walked to her adjacent house cum receptionist to make payment.
4. Treats you as a fellow being, not a paying customer. She chats with us like a fellow traveller. You can feel her warmth and generosity.
I wouldn't stay in Balikana again because of the following reasons :
1. Pay first before you can enjoy our rooms. The owner insisted on a deposit if we want to make a booking (while inquiring about it over the counter when we arrived on the first day). She stated many people are queuing behind and willing to take up the room instantaneously.
1. Pay first before you can enjoy our rooms. The owner insisted on a deposit if we want to make a booking (while inquiring about it over the counter when we arrived on the first day). She stated many people are queuing behind and willing to take up the room instantaneously.
2. Treats you like a 'business commodity'. On our last day, we bid farewell to the owner, her response was, "Have you given us the room keys?" You can actually feel the coldness (even though we are in the sunny and hot Lombok).
cc. Guesthouse owners out there,
Be warm to your customers (before they turn cold on you forever!) Boleh, tak?
