Guests want to know that they're talking to a person. So what can you do to avoid sounding robotic?
1. Do your research.
Try to look back at past conversations with consumers or guests. Do they typically ask for store recommendations? Ask them how the previous recommendation worked out for them. Or if they often need additional towels during their stay, be sure to send a message letting them know you can send some up to their room if they need it. Having the ability to look into past interactions with guests and consumers and catering your language to them individually will drastically help the personalization of your messages.
2. Be conscious about the timing of your messages.
3. Call them by their name.
It doesn’t get more personal than using their name in your message. “Good Afternoon Sir/Madam. How can I help you?” does not sound nearly as personal as “Hi Chris, I hope you are having a great afternoon. Is there anything I can do to enhance your experience?” By inserting their name into the message, you have added a human touch to a digital message, and they are more likely to interact and engage with the message. If you don't know what the customer's name is, it's always nice to ask, "Who do I have the pleasure of serving today?" in the first exchanged message.
4. While you’re at it, throw your name in there, too.
5. Keep it “business casual.”
Maintaining connection with every consumer or guest can be a difficult task. Digital messaging technology has proven to be a solution to many communication challenges when it's leveraged properly. The biggest hurdle to jump is keeping it personal. With these 5 tips in your toolbelt, you will be crafting personalized messages to your guests and consumers in no time.