Trust. Who do you trust? Who’s broken your trust? Years ago, a group of us sat down to document Monscierge’s core values. One of the critical values is trust. We build trusted connections. It would be easy to make promises and never deliver, but we choose trust instead. We’re often on a first-name basis with many of our customers, and in survey’s our team members are often mentioned by name for their outstanding work. Building trust is hard; it’s a daily commitment and earned over time. For us, it starts at the beginning. We’re a business, but our goal is to improve the experience at hotels and vacation rentals worldwide. Sometimes, the fit isn’t right. Whereas other companies would press forward just for the money, in our view, it takes trust to understand the needs of our customers and prospective customers. The trusted connections that we build are paramount. When staff members move to another property frequently, one of the first activities is getting Monscierge at their new property. We’ve also seen a massive influx of vacation rental owners who want it in their property after experiencing our technology at another property. But building trust is easier said than done. …
Monscierge has always put customers first. Since nearly our beginning, we’ve gathered recommendation letters and customer quotes that line the walls of our office. One way we achieve happy customers is through fast deployments of our platform and software. Our platform can be purchased in less than two-minutes and deployed quickly. With solutions like messaging, you can be live and using the system within hours. Even with our hospitality TV solution, installation can be completed in days. Customer satisfaction leads to guest satisfaction. In a recent poll, travelers said if a property advertised their technology, they would select that property over one that didn’t. And true to action, when a property highlights Apple TV for Hospitality as an amenity, they’ve typically received higher overall guest satisfaction and increased bookings. So if you’re thinking about making a change, there’s no better time. Working with Monscierge is easy. There’s a reason we’ve won more guest experience awards than any other hospitality company. We simplify the complicated and provide an unmatched customer experience.
No one wants to make the wrong decision. This week alone, we’ve had people call and say, “We should have gone with you from the start.” People are unique, beautiful contradictions, and luckily, we can change our minds. There’s no shame in deciding you went with the wrong provider solution. It’s what you do next that counts. I’ve lost count of how many times our sales and customer experience teams have helped others navigate how they can make a clean and seamless transition to Monscierge. Over the past two+ years, we’ve seen extensive growth with our Hospitality TV solution. Often, we’ll hear concerns from the caller about switching their existing in-room system. It’s fast. With automation and easy deployment, a property can be up and running quickly. The horror stories we’ve heard about multi-week or month-long deployments are jaw-dropping. When we examine why a customer chooses another solution, its most often a short-term emotional decision rather than a focus on long-term goals, the prospect of saving $20 today rather than hundreds later is a common occurrence. It’s so common that psychologists have studied the phenomenon extensively. It’s all about the brain’s reward center and giving into the emotional impulses that …
One of the great things about Monscierge’s Local Recommendations is that we’re not just using the same data everyone else has. We’re highlighting highly curated content worldwide. It would have been easier to use another system’s data. But we’re about the experience and not cutting corners. Our customers seem to agree; they’ve been utilizing our recommendation system to provide specific recommendations to their guests for over ten years. We have a close relationship with our customers. They know their business and their location better than anyone. Understanding the fantastic brunch spot down the street or the fun dive bar several blocks over is a tremendous revelation. The sense of ownership and authenticity from our customers is palpable when they can provide a higher degree of trust and openness to their guests.
Every day we talk with companies who realize they’ve been procrastinating. We’ve all done it, putting something aside to work on “when we’re ready” or “when the time is right.” And all too often, when we finally start work, it’s usually in a rush. “The last best experience that anyone has anywhere becomes the minimum expectation for the experience they want everywhere.” This quote by Bridget Van Kralingen perfectly encapsulates the growing expectation of guests. When you make it easy, guests are more willing to spend, provide better reviews, and be better tenants. They’ll give you higher latitude and be more inclined to work with you as the need arises. But how do you make it easy? Remove roadblocks, pre-emptively answer common questions, and provide clear, concise instructions. Solutions like digital signage or guest messaging can be implemented quickly. Even solutions like Monscierge’s Apple TV for Hospitality can be implemented in less than three days. It’s easy to get overwhelmed, but it’s easy and very affordable to start making changes to your property that will pay off in the long run. Your guest experience requires upkeep and maintenance, just like your property.