In no other sector do online reviews have such a big impact as in tourism. Users are actively sharing their feedback, critique, comments and suggestions based on their own experience and even 90% of users read them and are heavily influenced by them. That is exactly one of the topics discussed in our Autumn 2023 PiNCAMPUS Edition – you can check it out here.
Responding to negative reviews can be a challenging task, but it’s an essential aspect of maintaining trust and credibility with valued customers. While it may seem daunting, there are several useful tips and tools that can help make this process more manageable and effective.
Let’s explore some of these valuable insights to ensure that this task gets handled with professionalism and empathy!
Please feel free to utilize these tips in the order they are presented, as doing so will help in the creation of a more structured response.
1. Respond immediately – ASAP
• By responding promptly, not only do you demonstrate to your guests that their opinions matter, but you also prevent reviews from piling up and potentially causing more significant issues
• This goes for both negative and positive reviews!
2. Extend an Apology
• Take a moment to compose yourself and approach the review with a clear mind
• Remember not to take the criticism personally
• Offer a sincere apology for the negative experience the reviewer encountered
3. Use the customer’s name in response – make it personal
• By saying their name and referring to their feedback, you show that it’s not an automatic, scripted response and they’re talking to someone (human) who will take care of their problem
4. Express sympathy
• Demonstrate empathy and understanding towards the customer’s perspective
• Let them know that you genuinely sympathize with the issue they’ve encountered
5. Say you’re solving the problem
• Mention reaching out to the reviewer to solve the problem, and the impact of a negative review might be minimized
(ex. “Patty, thank you for your feedback. Someone will shortly be reaching out to you directly.”)
6. Try to actually resolve the issue
• A response that offers a solution will work best
• Clarify to others that the reviewer was made whole
• Use this type of feedback as an opportunity to devise a long-term company-wide fix
7. Offer a gift
• Ask for a second chance
• If their problem is out of the ordinary, get them to return by offering retribution
(ex. a discount for another purchase)
8. Learn to accept the negative feedback
• Some reviewers just won’t like your business
• “You can be the ripest, juiciest peach in the world, and there’s still going to be somebody who hates peaches.” – Dita Von Teese
Conclusion:
By following these proactive steps – from offering a prompt response and genuine apology to personalizing your interactions and implementing long-term solutions – you can effectively manage feedback, mitigate potential issues, and foster stronger relationships with your guests.
Remember, every review presents an opportunity for growth, and by embracing both positive and negative feedback, you can cultivate a culture of excellence and resilience within your business.
So, embrace the feedback, respond with empathy and professionalism, and continue striving to deliver exceptional experiences that leave a lasting impression!
Cover picture: © Deemerwha studio – stock.adobe.com