Bad and good reviews are perfect for you. In this article, we decided to help you to know how to manage both and take advantage of it. Let's strengthen your hotel with these 10 Tips !
1 - Create an amazing experience
Yes, it’s the basis. I know that you’re doing your maximum to create the best experience possible and you’re totally right.
What push clients to write a review is that they have things to say (Good or Bad) but if they had an average holiday in your hotel be sure that you will have a poor rate of feedback.
2 - Ask for a review
Do it nicely. Don’t be pushy but try to explain that a review of your business would be well received. You will always be happy to hear from them.
3 - Monitor or dedicate time
In a connected world, it can be sometimes difficult to see and hear everything about ourselves.
That’s why, using a tools from the market can be an excellent option for you.
If you don’t want to invest financially in the project, you can still invest your time and allocate the time of someone on this important task.
4 - Generate outputs and similarities
This point can be included in the next one, but I wanted to insist on that.
Keep in mind that a review is a unique feedback from someone that stayed and lived the experience that YOU created.
It is full of precious information that need to be extracted and analyzed to generate valuable output for your hotel.
A common example: Your breakfast has a bad grade but what’s the problem?
You set the wrong time, Few choices, No fruits… No breakfast…
There is a ton of possibilities and the written review is the only one to help to discover which one!
5 - Answer or Apologize but take action
If negative, here is what you can do:
(ATAT) Apologize, Thanks for the information, Analyze the real situation and Take action. You said that you’re sorry to hear that, you thanks him to share it with you and explain that you will fix it soon… and then do it, really!
If positive, here is what you can do:
(TAT) Thanks for the kind words and you can say that you’re happy to hear it. Verify internally the comments (some people are really positives) and then Take the action to list it on your strenght. Be sure that each point of your strenght list stay well done.
6 - Be human
It’s more easy to say than to implement. The balance is sometimes difficult to find without falling in the too familiar. Keep in mind that a strict and formal answer will create a wall between your customers and you.
7 - Use it
Even at Libertas, we use to do it. Take the best comments and expose on your website as a victory and a proof. You can be proud of your work and show it to the world.
The social proof is one of the most powerful proof that you have.
You received an amazing testimonial, show it on your website, the customer will feel safier to know that someone before found the room cleaned or leaved your hotel with a lot of great souvenirs.
10 - Repeat
Make it a habit, do it and then do it again.
It’s a regular exercise. What you need is discipline. You have to do it daily, weekly, monthly. When you find your rhythm and your organization, you can be sure that you will see the results. Be ready to see your grade skyrocketed.
In conclusion
Take comments as a benediction.
Bad and Good comments are perfect for you! Bad comments are an occasion to improve your business and be exceptional in the future. Good comments are a confirmation of your amazing work in the hospitality business.
Comments are as useful for your customers as it is for you.
Please.. Leave a comment if you liked the post or not 😉 !
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