Reviews help customers make decisions on where to stay, what to do or what to buy.
You work hard at providing an excellent customer experience resulting in positive reviews on sites such as Tripadvisor, Facebook, Google, Yelp etc. But every now and then, you may get a negative review. Some are fair, and these provide you with an opportunity to improve aspects of your business. And some are unfair.
No matter what they are, you need to write a response. It provides you with an opportunity to explain what happened and apologise, and it shows your professionalism and that you care.
I have talked with many operators about their occasional bad review. It’s human nature to focus on these, even if the majority of your reviews are raving!
So, my first piece of advice is: keep the negative reviews in perspective. How many good reviews do you have compared to the bad ones? Don’t take it too personal and don’t dwell on them.
OK, now you need to respond to that negative review. Here are 5 tips to help you do it.
Final tip: Have a complaints procedure in place so it’s easy to respond. Ensure your staff is empowered to do this too to solve issues quickly and on the spot.
With the huge amount of options people have when buying your type of product or service, it’s so important to make it really clear why they should buy from you, what value do you bring them and what is the experience going to be like?
Every now and then, ask yourself the questions below. It’s also good to involve your team in this exercise to ensure everyone is on the same page.
Here are 5 questions that will help you clarify why people should book you or buy from you:
Till next time, Marijke
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Satisfied customers are important, but if you manage to delight them, they are more likely to write rave reviews, recommend you to others and come back. If you have an ‘emotional connection’ with your customers by creating a more personalised and memorable experience where they feel special, they are more likely to write positive reviews and recommend you to others.
Here are some ideas to delight your customers:
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Till next week!
Sending your customers a long link, such as a google map location, doesn't look very user-friendly.
Another example of a long url is a link to your Tripadvisor review page . Sending this link to your customers to encourage reviews is a great idea, but the long link looks terrible.
But don't despair! It's very simple little tool to shorten your url.
It’s called the Google URL shortener. Just go to: https://goo.gl/
Cut and paste the long URL in the box and click SHORTEN URL. The shortened URL is now: www.goo.gl/SJaKVv . That looks a lot better, doesn't it!
Till next week, Marijke.
Following onto the Marketing Tip I wrote a couple of months ago on how to improve your customer experience http://www.marketingwhizz.com/weekly-marketing-tip/june-30th-2015 , I have a little follow up story as an example.
Last week I spent a week in Auckland visiting inbound operators on behalf of my Smartourism Marketing Group (www.smartourism.co.nz ). I stayed in a nice downtown hotel and was kindly upgraded to a lovely refurbished room.
I was impressed with the lovely décor, amenities and features such as this bathroom light switch next to the bed. Now this is clever thinking & design.
I thought: wow, this hotel was really been thinking about the guest experience when they redesigned the rooms (and invested a considerable amount of money!).
Until I wanted to boil the jug for a cuppa. I picked up the jug, walked to the bathroom to fill it up. I put it under the tap and tried to fill it. Unfortunately the tap was too low and when I pulled the jug away, all the water ran out. So I had to fill it up with a glass.
What a shame... They thought through a lot of their features, but not everything.
So, how do your customers experience your business, products, experience, service etc. Put a system in place to check your customer experience regularly. And when you change anything (or refurbish), test it thoroughly to avoid mistakes as mentioned above!
Have a great week :)!
Marijke Dunselman. Click here to read more about us!