When customers make reservations, they fully expect to get what they are requesting. When you combine a reservation with a deposit, or up-front charge, expectations are even higher.

On a recent business trip to Las Vegas, I stayed at Harrah’s on the famous Las Vegas Strip. I had made my reservation well in advance, requested a non-smoking room, and was even charged for the first night.

When I arrived my first evening, I was told no non-smoking rooms were available. What? They knew I was coming, I had paid for the room that already, and there wasn’t a room? Since I was recovering from a cold and have allergies, the smoky room didn’t do me much good that first night.

Fortunately, I was able to switch rooms the next day. However, this was a big inconvenience as I had to run back from my conference at lunch and move all my stuff to the new room.

Deliver on Reservations and Expectations

Customers make reservations at hotels, restaurants, and even when they place orders with your business. Orders are essentially making reservations of products in your inventory. If you tell a customer that their reservation is confirmed, you must be sure to deliver on that promise.

People’s expectations are naturally higher when they feel something should be ready for them. This is your moment to shine and deliver what you promised and make a great first impression on your customers.

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