Proactive Service Recovery: The Revenue Strategy You Can't Ignore

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July 3, 2014

How a hotel team focused on family loyalty delivered the best customer experience

David Wang

Colleen of Milan, Italy, tells of a kid-friendly customer service experience that sounds almost too good to be true. But it’s not. She and her husband have been bringing their young son and daughter to a group of European hotels called the Kinderhotels for many years. They are located mostly in the Tirol region of Austria as well as southern Germany and Northern Italy – all German-speaking areas. They are not really a chain but a group of individually run, family owned, hotels that all agree to the same rules of operation.

“These hotels are a revelation for families with small children,” says Colleen. They all have similar systems of childcare that takes the kids for part or all of the day, feeds them lunch and then takes them on adventures such as ski classes in the winter. “We didn’t want to dump our kids all day but we did leave them for a couple of hours in the afternoon so we could have sauna/spa time when they were small.”

She says her favorite service comes at dinner when parents have an appetizer while the kids have a full meal and then leave to enjoy an evening of children’s entertainment. Then the parents get to go have an adult dinner.  “This level of customer service regarding childcare was completely novel,” Colleen says. “We have been back to these hotels many times, though we may be outgrowing it now that our kids are eight and 10.”

This is a good reminder to always keep your target audience in mind when making service decisions – and if you are catering to families they should be at the center of every decision you make.

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