So… you Want to Run a Bed and Breakfast
We must not, in trying to think about how we can make a big difference, ignore the small daily differences we can make which, over time, add up to big differences that we often cannot foresee.”
~ Marian Wright Edelman
Just as many B & B’s go OUT of business as go INTO business. A recent study pinpointed the problem not to poor accommodations or bad food but poor “customer service”. You remember them, the C-U-S-T-O-M-E-R… the individual who pays for a service and expects to be treated in a decent manner.The concept of customer service is widely accepted as the lifeblood of any operation .
The Nitty Gritty…
1) Interest. If you can’t feign happiness 7 days a week, week after week – especially during holidays (when you might have wanted to spend time with your family) than running a Bed & Breakfast is the wrong job to pursue. Whether you have only one room or a suite of 10 or more rooms, you need to resign yourself to be outgoing and friendly whether or not you feel like it. Of course for some people that comes easy. Are you one of them?
2) When Dan and I first went from our corporate jobs to the software engineering business (due to outsourcing), our biggest challenge was stepping out of a large business is that you now have to do all those things they took for granted. These can include an HR function, a health plan, a payroll system, unjamming the copier and selecting a telephone provider. Fortunately our strengths complement one another so I was (and still am for the bed and breakfast) what I’ve titled “Logistics Supervisor”.
We ‘ve developed (and continue to refine) our standard operating procedure (SOP) when guests arrive including a welcome tour, welcome kit, and of course the grand tour showing them where everything is with Manker (aka the B&B dog”) always winning hearts and leading the tour. We tend to spend time with our guests making them feel at home and for the most part have become friends.
However when something does go awry, as it always will, our flow of conversation is already traveling in both directions. As a result, small problems and misunderstandings can be fixed to everyone’s satisfaction, with little fuss. The danger of the customer related problem exploding to major crisis stage is reduced dramatically, or even eliminated entirely. And actually, often times you learn more from what isnt working than what is… as I found here customer complaints are golden
Pleasing the customer is the main goal in hospitality service, right?
I’ve also found that hospitality service begins long before they enter our home.
One thing I love about our blog is the email and comments I get from folks all over the world how much they’ve always wanted to visit or live in Montana and they get a glimpse of it through our blog. I also get questions on recipes, what it has taken to open up, etc. First, I think most of them are plum amazed they even get a response and I really make it my business to share with them my experience. I know I found lots of helpful innkeepers and continue along my journey, so in the words of the Rocky Mountain Elk Foundation, “Pass It On.
If something does go awry, (and it inevitably will at some point), we’ll respond with an intention to solve the problem or make up for it. If necessary,we’re prepared to add “and to make up to you for the inconvenience.”
Almost always, these two statements will diffuse a guests anger or frustration. You can then either propose a solution or ask what the guest would like as a remedy. For example, we offer a gift certificate although that has yet to happen.
Mistakes will always happen–they are part of life and business. What matters to your customers is how you handle them when they occur.
Finding their problem resolved to their satisfaction, often become your best evangelists. They let the world know that your business keeps the folks happy. Satisfied guests are the best advertising resource.


























