Changes….in customer mix, customer needs and customers’ tricks.
In the past year, having dropped prices to survive, if your properties are anything like mine, the customers have changed. Not all, sure, but many. Bookings are more last minute, they are more dubious in nature, there are more direct bookings – the whole game is changing.
One thing that has certainly changed is the number of Mr Delivery visits. This has its own set of challenges, from knowing which guests ordered to having staff on duty to manage the process.
And as for the tricks, oh boy are they numerous, and quiet inventive in some case. Have you experienced any of these?
· Screen shots of ID
· Photocopy of drivers licenses
· ‘Proof of Payments’
· Promises of paying the rest tomorrow
· Checking in ‘while we go get the rest from the ATM’
Or perhaps you’ve experienced others? Let me know at [email protected].
This is a challenging time for the small hospitality sector, but that is OK.
Some won’t make it because they have had enough, have better things to do, or have no choice but to close – and that is a real tragedy.
For those of us who opt not to go this route, it is about adapting.
So, as we head into one of South Africa’s favourite months, I wish you a wonderful April – and keep adapting.
Regards
Richard Lendrum & the GHASA team
