As we pack away Christmas for another year, one of our first ‘jobs’ is to sit down and review every single part of our service, from Festive Party Nights and Celebration Lunches to overnight accommodation and everything in between.
We do this as a team, and we try to be as completely honest as possible, it helps that Mandolay operates a strict ‘no individual blame’ policy, believing as we do that while mistakes can happen, it is our job to make sure that our operating systems are robust enough to deal with them.
We begin the process by sharing every single piece of feedback, each email or social media comment, and every online review, which we then discuss, before giving each aspect of our operation an ‘approval rating’.
This sounds like hard work, but it is in fact a hugely enjoyable team event, with some gentle leg-pulling and a great deal of laughter. The end results, however, are taken very seriously, the comments that we receive really do help us to improve our service, and we can often point to a suggestion that we received from a guest as the reason for a specific change.
We show our appreciation of every review and email by responding personally to each one, responses that are written by real people, not just cut and paste replies. We ask every single person that stays with us to send us feedback, and we always encourage people to comment on sites like TripAdvisor, Booking.com and Google.
Of the 17 reviews left on TripAdvisor in December, we received 15 Five Star ratings, an approval rating that really does speak for itself…but just in case, here are a couple of headlines!
- 5 Stars – An asset to Guildford.
- 5 Stars – We will definitely be back!
- 5 Stars – Superb stay, superb service
Thank you to everyone that took time to get in touch, or leave a review, we really do appreciate your comments.