The Importance of Following Up Politely in English

In a service-based business, customer satisfaction is key. But unfortunately, it is all too common for English students to feel uncomfortable or out of their depth when it comes to interacting with guests. As a result, guests may leave feeling unhappy and unsatisfied. That’s why it is important to follow up with guests politely and correctly.

Through this blog post, we will explore the importance of following up politely and the phrases that can be used in a hospitality or service-based job to ensure guests leave feeling satisfied and appreciated.

Try these 7 phrases for unhappy guests 

Why Following Up Politely Is Important 

Following up with guests is an essential part of service-based businesses, and can help to ensure a positive customer experience. A successful follow up demonstrates that you care about their experience, as well as take their concerns seriously. Not only does it confirm that any issues have been addressed, but it can also provide another opportunity to talk to the guest and discuss how they are doing.

Following up with customers is a sign of respect, and shows that you value them as individuals, not just a number in the system.

It helps to foster a more personal connection with customers and build trust, which can lead to higher levels of customer satisfaction and loyalty. Additionally, following up with customers helps you to stay up-to-date with any changes in their needs or preferences, allowing you to better tailor your services to meet their individual requirements.

By keeping track of customer interactions and using this data to inform your approach, you’ll be able to offer a higher quality of service that keeps your guests coming back for more.

What to say When Following Up Politely

Following up correctly with guests in a service-based business is an important part of customer service. After a guest leaves, it’s polite and necessary to follow up with them to ensure they had a good experience.
There are several phrases you can use when following up with a guest. Start off by thanking the guest for choosing your business: “Thank you for visiting us. We hope you enjoyed your stay.”

Next, ask if they have any additional requests or concerns that need to be addressed: “Is there anything else we can help you with?”
If a guest is unsatisfied, express your desire to make it right: “We’re sorry that you were unhappy with your experience. We would like to make it up to you. Please let us know how we can do that.”

Finally, remind them that you’re available if they have any further needs: “We appreciate your feedback. Please contact us if there’s anything else we can do.”
By following up politely and professionally, you can create a positive image of your business in the eyes of the guest and leave them feeling satisfied with their experience.

Use these email templates when you are following up in a professional email. 

How often to follow up politely 

When it comes to following up, timing is key. You don’t want to follow up too often or too little. Generally, you should reach out at least once a day for the first three days after an interaction with a guest. This can be as simple as asking if they need anything else from you or to confirm that their issue has been resolved.

After that, depending on the length of stay, you should still check in regularly with the guest. A good rule of thumb is to follow up at least once per week if the guest is staying longer than a few days.
It is also important to note that some guests may prefer less communication. As such, you should be mindful of their individual preferences when following up.

When reaching out to guests, it is important to use words like “If there is anything else I can do”, “Would you like me to do something for you?” and “Please let me know if there is anything else I can help you with”. These phrases will show that you are genuinely interested in helping the guest and will make them feel appreciated.

By following up properly and consistently, you will ensure that your guests leave satisfied and feeling cared for. Furthermore, by checking in with guests regularly, you can head off any potential problems before they arise. Follow up correctly and your guests will remember their stay with fondness!

When NOT to follow up

In the service-based industry, there are times when following up with a guest can actually be detrimental. When providing services to guests, it is important to remember that you should never force a customer into making a decision or buying something they do not need.

For example, if a guest shows no indication that they are interested in purchasing something, then it is best not to push them into making a decision. Similarly, if a customer has made their purchase and left the premises, then it is best to leave them be. Trying to follow up with them may come across as intrusive and disrespectful.

Another situation where it is best not to follow up is if a customer has left an unsatisfactory review of your business. While you may feel the need to reach out and ask them to change their opinion, this could only make the situation worse. Your customer has already expressed their dissatisfaction, so it is best to just accept it and move on.

By remembering when NOT to follow up with customers, you can ensure that all of your customer interactions are polite and respectful. By treating your customers with courtesy and respect, you will help ensure that they have an enjoyable experience at your business.

Avoid these phrases when you are following up! 

10 Phrases you can use to follow up Politely

1. “I’m glad we could resolve this for you. Please let me know if there’s anything else I can do.”
2. “I’m happy to hear that everything is going smoothly now.”
3. “Thank you for giving us the opportunity to serve you better.”
4. “It was great to see you again. Let us know if there’s anything else you need.”
5.  “We hope you’re satisfied with the result. Don’t hesitate to reach out if you need anything else.”
6.  “We appreciate your patience in this matter and we hope it worked out to your satisfaction.”
7.  “We’re here to help and make sure you have the best experience possible. Please don’t hesitate to come to us with any other questions or issues.”
8.  “If you have any more issues, please let us know so we can help as soon as possible.”
9.  “We hope this situation has been resolved and that you’re pleased with the outcome.”
10.  “We appreciate your business and if there’s anything else we can do for you, just let us know!”

 

Learn Laugh Speak offers extensive support for adult English language learners. Our comprehensive system, with 33,000 lessons, helps students practice their reading, writing, speaking and listening skills, with real–time corrections.

 

If your team is looking for an effective way to make tangible progress in their English language development, don’t hesitate to contact us for assistance.