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SE GLI ALBERGHI INGEGNERIZZASSERO I RAPPORTI CON I CLIENTI

Sono un viaggiatore d’affari che abita a Roma e va spesso a Milano e Brescia. Qualche volta vado a Trieste. Ogni due mesi circa viaggio anche attraverso l’Europa, compresa l’Europa dell’est. Sono un discreto viaggiatore. I miei viaggi sono quasi sempre di lavoro. Frequento alberghi di 4 stelle, possibilmente della stessa catena alberghiera. Mi sento più a mio agio.

Ogni volta che decido di partire per un viaggio di lavoro mi preoccupa sempre il fatto di poter trovare posto negli stessi alberghi. Quando arrivo sono accolto bene. Non ho bisogno di consegnare i documenti di identità. Conosco a memoria i ristoranti più adatti ai miei gusti. Qualche volta mi capita di viaggiare con mia moglie. Di solito viaggio da solo.

Ancorché io sia un cliente abituale, ho la sensazione di essere un cliente qualsiasi. Sento di non ricevere alcuno stimolo che mi induca a continuare ad avvalermi degli stessi alberghi. Mi domando: chissà che tipo di cliente sono? L’unica certezza che registro è che non succede mai nulla di diverso nei miei confronti. La cosa mi destabilizza un po’. Mi fa sentire un fornitore di valori monetari. Punto e basta. I valori che ricevo sono molto livellati.

Mi sono allora domandato cosa potrebbe fare un albergatore (o catena alberghiera ) nei miei confronti. Quali valori potrebbe fornirmi? Mi sono domandato: chissà se la catena alberghiera di cui sono ospite si è mai posta il problema della gestione dei rapporti con la propria clientela? Chissà se si è mai posta il problema di valutare la propria identità, l’attrattività della propria brand. Ed inoltre, mi sono domandato, se ogni volta che arrivo in un albergo e annuncio il mio nome le operazioni di registrazione sono semplificate, significa che da qualche parte sono già stato registrato. Oppure sono registrato solo nel file fatturazione? Di questo passo mi sono domandato se, così come esistono dei software che gestiscono il carico e lo scarico dei magazzini così anche gli alberghi potrebbero adottare qualche programma che non solo registri i pernottamenti di ciascun clienti, ma anche la tipologia dei clienti, la loro importanza. In fondo ogni cliente è unico e si aspetterebbe di essere trattato come tale. Il trattamento standard o anonimo non è un valore che fa la differenza. E’ un valore dovuto.

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