It’s easy to lose sight of the importance of reviews to your business. But if you understand word-of-mouth, you can understand reviews – it’s word-of-mouth on an international, nearly infinite level. Where a dissatisfied customer once would have told a friend or two about a bad experience, he can now post it online and reach literally millions.
People Read Reviews
As many as three quarters of travelers check reviews before booking a hotel – surveys indicate reading six to eight reviews is average. And as many as half of restaurant goers read reviews before deciding on a night out.
Manage your Reviews
Read and respond to reviews. Address what issues you can that are pointed out in negative reviews. Thank writers of positive reviews. Remember also to keep your website up-to-date. Potential customers frequently turn to reviews to get information they were unable to find on your site.
Solicit Feedback
In a perfect world, you’d take care of unhappy customers quietly, in person. Happy customers would broadcast their delight to the world. You can’t control everything, but if a customer thanks you in person for great service, you can encourage them to review you online. If you’re confident that the reviews for will be positive, list links for Yelp, Google, Trip Advisor or local review sites on your comment cards or other marketing materials.
Use Social Media
Encourage people to share their experiences – positive or negative – on Facebook or Twitter. It’s simple to manage and respond to them there. Don’t delete negative comments unless they are abusive or profane. Address the customer’s concerns with tact and concern.
Watch your Attitude.
It’s critical that you don’t come off as defensive or uncaring when you respond to unhappy patrons. Most people can forgive a mistake. But handling it badly can cause long-term ill effects. Apologize, correct the problem and move on.
Customer-service focused employees can help you get rave reviews. Let Horizon Hospitality help you find the people you need to make your restaurant or hotel stand out among the competitors. Contact us today.