Ways to Enhance Your Housekeeping- Guaranteed | Ep. #252

A broken window at your hospitality property could cost you your business. Does this sound outrages?I’ll explain along with ways to enhance your housekeeping.The Broken Window Theory IntroductionThe broken window theory was introduced in a 1982 article by social scientists James Wilson and George Kelling. It reads; something as small and seemingly insignificant as a broken window sends a negative symbol to those that pass it each day, indicating that the owner of the building doesn’t care enough. The result is more broken windows. Before long, a negative perception of the building and the area is formed leading to more and more urban decay and crime. The principle of Broken Window can have the same effect on your business. If your property isn’t up to standard and feel safe for your guests when things return to the ‘new normal’, it will not take long for them to form a negative impression. Along with your customers, your most valuable employees will seek opportunity elsewhere. You will experience more complaints and less revenue. The result, could be the end of the business.How you can prevent this from happeningThink of your customers. What do they see when first locking eyes on your property?Is the sign faded? Is there garbage in the parking lot?Is your property in need of a paint job?Is the lobby cluttered?Are the windows cracked?The customer observes all this before they walk up to the front desk. You could have the nicest rooms but, what is this passer-by’s perception?If you aren’t obsessed with the details in your business, there will be a competitor who is. Your customer’s perception is vital. Allow too many broken windows and you will lose your loyal guests to a brighter, shinier competitor. Your customer will simply walk past.Are you going above and beyond the call of duty to meet your customers’ expectations?Are you living up to your brands promise? Is your advertised product what you promise it to be?Are you prepared to fire any employee who consistently delivers bad service?Are you just hiding the cracks in the window or fixing them?Sometimes we stop noticing the small things that are broken, but now is the time to step back and fix the small things.Spelling mistakes on property material, a coffee stain on a waiter’s shirt, a rude or disinterested receptions answering your phone, a dirty glasses in the rooms, or a stubborn attitude. These are all broken windows.Attention to detail demonstrates competence and a company that cares about their guest. Once you have decided to fix everything that is broken, you’ll stay ahead of the competition and survive one of the toughest trading periods we have ever experienced.Fix your windows!Continue watching or reading and I’ll share ways you can adapt and enhance your housekeeping through and post-Covid-19…⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:https://keystonehpd.com/ways-to-enhance-your-housekeeping-guaranteed-ep-252Get Your INNsider Tipshttps://keystonehpd.com/INNsider-TipsJoin one of your private groupshttps://keystonehpd.com/private-groupsSay hi on socialFacebook: https://www.facebook.com/KeystoneHPDTwitter: https://twitter.com/KeystoneHPDLinkedIn: https://www.linkedin.com/company/keystone-hospitality-developmentListen to The Hospitality Property School PODCAST herehttps://keystonehpd.com/hospitality-property-school-podcasts/YouTubehttps://youtu.be/j_SVCFYx_cwA Division of Keystone Hospitality Property Development