Hi chaps , well last week Simon and I went on Accounting and Bookeeping course with business link. I thought it would be things to do to help you with your accounts ie practical exercises and things like that. It was absolutely no practical help what so ever. Basically the advice was for people who were in the pre-start up stage and was telling them to make sure they keep proper records as you can get done if you don't. Also that you should take on an accountant or at least a trained book keeper. Therefore I wasn't really impressed with the course. However I am going on another course with business link about maximising your web site so I will report back what I think. However I suppose it is all free so we can't complain. The link is -
www.businesslinkyorkshire.co.uk/events

The second group are whingers and ususally start their complaint with I don't usually like to complain but .... they will tell you in graphic detail about whatever the problem is. The main problem with this group is they don't know what they want. So one of the techniques is to simply ask them what they want. (This takes balls) usually this stops them right in their tracks. If they come up with something that is reasonable then run with it. However what usually happens is they don't know what they want. So always have a selction of options for example room move, compliamentary dinner or whatever but don't offer more than is relevant to the problem. Ie there wern't any tea bags an equal compensation is a free pot of tea delivered not a free dinner. One of the things is remember especially if you are an owner run business you are the highest authority don't get angry if you feel they are criticising your place but remember you are in charge and some people can't be pleased and its best that they leave. This is a last resort but don't be afraid to ask people to leave and that this is an option you have at your disposal.

Some tips for handeling complaints. There are three main categories of complainants we call them Shouters, whingers and last but not least those with a genuene problem.

The shouters are trying to intimidate you into giving them a discount or are making a scene for the benefit of an audience ie a girlfriend or the whole of reception. It is usually a man though I have had some women do this to. With these people the trick is primarily to get them away from their audience for example into a more private area. Also they are worce if they have had chance to work up a head of steam or have had to wait for someone to speak to so if you can get to them right away. Also with this type get them sat down as this gives you the advantage they are all at the same level and it also stops them looming over you. If you can get someone else to make a pot of tea that is sometimes helpful to offer it to them as this also breaks their chain of thought and helps to calm them down. Pay them (and this goes for all complaints) your full attention I don't care if the phone is ringing or whatever don't excuse your self to answer it as this will agrivate them further. Ask them about the problem and write notes people who complain want more than anything to be listended to. Try not to look as if dealing with them is the last thing you want to be doing do your best to look interested and concerned. However with shouters some of them will never be placated and if you can get them on their way before they spread their grumpy vibes all over the place. In this category there are the professional complainers they will have a go to get any kind of discount. I have only met one couple who fall into the cattegory and they were violently unpleasant and the manager where I was working kicked them out. After they left they had the cheek to ask us to post their hotwater bottle back for free!

Went on a retaining customers by super customer service course provided by Welcome to Yorkshire. To be fair I tried to go into the thing with an open mind but was not particularly wowwed. The best complaints training I have ever had was with the Inland Revenue who due to the nature of the business is almost entirely complaints. Plus once you have been told at full volume that you are single handedly destroying a man's business and destroying his life there isn't much that can phase you. After two years there I developed hide like a rhino which has stood me in good stead for my hospitality work.

Now I'm split two ways about taking groups for 1 night stays for example we have a group of lads who stay with us and are lovely and never any trouble but they only stay on a saturday night. They book up the whole place which is a lovely bit of business but it blocks the Friday two night bookings. This thought is brought home to me by a group we have just had in who also book out the whole place but they only come on the friday and so block saturday breaks a bit. Oh well we just have to grin and bear it.

Was in discussion with people about one night stays. Some people before now would not take people for less than two nights as this increases your laundry and servicing costs. Well I'll be honest in the state that the economy is in as accomdodation providers I don't think we can afford to be that picky. I know a lady who wouldn't take people less than two nights as she did all her own laundry and now is in serious difficulties. The choice is yours but I'd think about it very carefully.

Second they are pushing Business Link which is a really good organisation providing free (Yes chaps thats free!) courses on all sorts of things marketing, first aid, financial planning, VAT and all sorts. They ask that you cancel if you can't come 48 hours in advance which I don't think is unreasonable. I am signed up for Marketing your business and another marketing one. If they are any good I will report back. They hold these courses all over and quite a number of times so you can fit them into your schedule . They are also different times of day which helps as well.

I would also recomend that you all have a look at the carbon trust web site which provides interest free loans for improvements to your business to save energy. I am considering applying for one to have all of our windows replaced with PVC as at the moment they are very draughty sash windows which are a pain to paint. We will see how we go.

Well I went to the Welcome to Yorkshire meet and great yesterday and learned a few things. One is that they are extraordinarily nieve. The impression I get from them is that they seem to think people don't get rated because they worry they aren't good enough. They simply havn't realised people don't see it as important and certainly don't see any financial value in it. I myself pay £409 per year for the pleasure of being a member of the AA (do we hear some sarcasm?) and in 5 years can count on the fingers of one hand the number of people who have said they have heard about us from the AA. I think partly it is to do with our name it begins with a C. This may not initially make any sense but if you had an AA book and were looking for a place to stay you start ringing at the start of the section which is in alphabetical order and work through by the time they get to C in my town its too late and they are already fixed up.

http://www.youtube.com/watch?v=XJmkp5cwx1g film of room 10

Well chaps Ive had a day of it I can tell you. Woke up to a strange noise of running water and found that water was gushing out of the fire alarm break point I was therefore not happy camper. I then had a lady ring to confirm her booking of two rooms for which we only had one! I then rang the booking agent who had booked it for her to find the other room was actually for her colleague whose name we had so crisis averted as I had already booked out 4 rooms for that night and was hoping not to have a 5th! Picked out my new dryer and have installed it woo hoo. However it turns out the water problem was caused by the pipe to the sewage being undone somewhere and was pouring in behind the tanking and when it got to the top of the tanking of the basement it poured in over the top lovely! so my virtually new carpet is covered in filtered sewage water and we can't use any of the rooms on the back of the hotel. Everything in my bedrooms stinks of sewage lovely!

As regards the pen idea I leave them at another hotel in town their guests have a reason to be in my town and hopefully they will find their way back to me next time.

1 I signed up with the bed and breakfast directory and have had zero business through this channel I signed up for 2 years as its a good price so I am going to wait and see but I am not impressed so far.

2 remember you and your service are what you are selling. Most people are crap and need to have it handed to them on a plate how amazing you and your product are. (I am assuming) So now is not the time to hide your light under a bushell. If you are close to an amazing attraction say so you do pankakes for breakfast let them know and if you are doing something for free other people are charging for then point this out.

Hi a friend asked me for marketing advice today and I wasn't sure where to start but here are some tips.
1. Take a stack of business cards with you everywhere you go you never know when the opportunity will arise.
2. if you are not online got online and don't think having a web site is enough by a long chalk.
3. use social networking sights ie YouTube, Facebook and Twitter for example I am currently filming all our bedrooms and putting them on You Tube and as I have linked this with my facebook they automatically update each other which saves me a lot of time. It also means that you can even send a customer a film of the room they will stay in when they book. (be careful of this in case you have to move them but if they have booked a feature room specifically then its safe enough)
4 Use your old reg cards send out advertising postcards get people thinking about you. I have ordered extra large postcards with special offers on from VistaPrint and 50 for £2.00 it just takes time to address them.
5 Get real about collecting email when you get an enquiry even if they never book save the email address its a free way to market and if they were enquiring they have a reason to be where you are and may have a crap time at another place and so come to you next time if they are the first name they have to hand.
6 think about having some branded stuff made for example pens and leave them in places they will get picked up this is inexpensive and they will adveritse for you as they are passed from hand to hand.