96% of customers don’t complain to anyone who can help them.
Just because you do not hear your customer complain doesn’t mean there isn’t something not meeting their expectations. The best way to engage a customer into sharing how they enjoyed their experience or to uncover things that need improvement is to ask an engaging question. "How as your stay” is not one!
Consider one of these:
• Mr. Smith, was there anything you would suggest we improve on for your next visit?
• Mr. Smith, we strive to deliver outstanding service. Was there anything you suggest we do differently next time?