First, establish a "top-down" guest file collection system, and the collection and arrangement of guest files is the basis for doing a good job in guest management. To understand a guest, we must first collect relevant information. This job needs KTV. How to manage KTV customers well? All departments of Beijing Meiya Song (Entertainment) Management Consulting Co., Ltd. do it at the same time. The marketing department will design the style of the guest information collection form, pay attention to the special needs, consumption habits, taboos and consumption records of the guests, establish a three-dimensional and all-round guest file, and regularly update the file to achieve "knowing people, knowing people and knowing each other". (At this stage, I haven't found a customer management software that is completely suitable for KTV industry and has big data analysis. I hope that software developers can develop it as soon as possible in the future, which will greatly reduce the workload of the staff in the store. Because KTV is open to the outside world, it is obviously a huge project to sort out all the information of guests. Therefore, I suggest you follow the 28-rule and only follow the most important 20% high-value customers. At the seminar of "KTV Innovation Management and Marketing" of American Accord, the teacher made an in-depth analysis of the part of customer maintenance, and everyone can take part in the study when they have time.

Second, "face, face" is the pain of China people. China people are probably the most face-saving people in the world. I believe that everyone will have no objection to this. How to satisfy the customer's face is a subject to be studied by all service industries. KTV can actually do a lot for "face". From reserved parking spaces for VIP customers, to welcome subtitles when entering the store, to VIP customer logos, exclusive supplies, exclusive account managers and exclusive service processes in the store. Guests can earn enough money in front of outsiders and friends from all over the world. If you do this, even if your store is older, even if your price is more expensive, even if your voice is worse, it will not stop these good-looking customers from coming.

Third, how to improve the "love" to maintain the relationship between guests and how to do a good job in KTV customer management? The customer management of Beijing Meiyage (Entertainment) Management Consulting Co., Ltd. is not simply dealing with guests, but advocating "one-on-one" sincere care. For example, a birthday card can be written by the store manager (general manager), even if a few words are more humanized than printed ones. It is worth mentioning that KTV should make full use of the personal WeChat of executives or account managers to provide personalized care for VIP customers. However, whether it is a holiday or a guest's birthday, some template greetings copied from the internet are the most taboo, and this greeting does not work.

Third, targeted design networking activities to promote communication In addition to caring for guests and paying attention to their consumption habits, KTV can also try to design some targeted guest networking activities. For example, invite guests to hold singing competitions, birthday parties, mountaineering activities, picnics, tea parties and so on. And actively establish broader communication channels with guests, thus transforming the service and service relationship between KTV personnel and guests into a friend relationship.

Fourth, pay attention to the cultivation of sales awareness and the establishment of the system. The products that KTV can provide are, in the final analysis, services. And the service is done by people. There are many ways to promote KTV products, such as print advertising, Internet platform and personal promotion. Compared with advertising, the advantages of personnel promotion are more obvious, and it is easier for guests to accept and establish cooperative relations. Therefore, KTV should pay full attention to the "people" factor, not just how marketers manage KTV customers. Beijing Meiya Song (Entertainment) Management Consulting Co., Ltd. needs to strengthen communication with guests, and also strengthen the promotion of guests by employees in other departments. Conditional KTV can consider setting up a special marketing team and using full-time staff to maintain the relationship with guests. If it is a small-scale storefront, it needs the participation of the store manager, the store manager and even all employees.

Fifth, actively support the sales staff. KTV salespeople are actually a very hard job. Some bosses or store managers always feel that they make more money. Some store managers feel uncomfortable when they think that sales earn more than themselves, but they don't know that the money is bought with body, sweat and even dignity. So please give them more support and space. Due to the particularity of sales positions, it is necessary to give them certain rights, such as gift, reduction and exemption. Only after giving them these rights, management is particularly important, so that there will be no abuse.

In a word, every employee, doing his job well, is the best promotion to KTV. Finally, it needs to be emphasized and suggested that the decision makers of KTV management must leave some time to think about the development trend of KTV in two or three years, and formulate corresponding sales strategies to cultivate an ability to adapt to changes, so as to make KTV invincible in the fierce competition.