Did you know that for 25% of travellers it takes just one bad experience to swear off a hotel brand and find an alternative. This shows that a lot of people will only stand to have their trust broken once, and are not liable to provide many second chances. It’s not a surprise that guests have high expectations – and they continue to rise – but it is concerning for hoteliers, who are trying hard to generate long-term customers. So, how do you work on preventing this one destructive experience? There’s probably no way of eliminating it completely. Mistakes do happen, as do unreasonable customers – but by taking a laserlike focus to customer service and realising it could be the most important function at your hotel, you can start to build a reputation for excellence. Here are some tips. Get the full story at SiteMinder