ANATOMY. The. of a Response. 5 QUICK STEPS to creating effective customer engagement when responding to online reviews

Transcription

1 The ANATOMY of a Response 5 QUICK STEPS to creating effective customer engagement when responding to online reviews By Travel Media Group (July 2015)

2 5 Easy Steps Make your response personal Highlight any positives Discuss relevent changes that have been made or you are working toward changing in the future Identify anything you need more clarification on Wrap up How can I personalize my response? Thank the guest by name for staying with you and taking time to leave feedback Apologize for not meeting the guest's expectations Reference how they communicated with you and issues that were mentioned 2 The Anatomy of a Response

3 Example Guest Review Location Staff Friendliness Cleanliness Overall Rating Would You Recommend Us? No Comments: Bed hard as a rock. Key hard to open door. Bathroom sink faucet took 10 minutes to figure out. Shower was lukewarm at best. 3 The Anatomy of a Response

4 1. Make it Personal 2. Highlight positives 3. Discuss changes 4. Identify need for clarification 5. Wrap Up Restate apology Express continued pursuit of excellence Thank guest for being a customer and helping you to improve Good afternoon, Martha. I received your survey from your stay on July 3rd and wanted to reach out and thank you for letting me know where we came up short during your stay. As the owner, it s my responsibility to ensure that all of our guests have a clean, comfortable room to relax and spend the night in. Looking at your responses to our survey questions it looks like cleanliness and customer service hit the mark but we were lacking during your in-room experience. Shortly after you checked out we noted that the faucet in the sink area needed to be changed and have since updated it, along with others, with a more friendly two handle system that has the hot water on the left side and cold water on the right side. Our mattresses are only about 6 months old so they re definitely on the firm side. Overwhelmingly, we get compliments on our beds, but I can certainly understand where you re coming from if you re used to a softer mattress. The shower temperature is something that I can t pinpoint, unfortunately, as our entire water supply is heated from the same source. If that goes out the entire building would be without hot water and I don t think that was the case that day. All told, I feel badly that you didn t enjoy your stay, and I wanted to reach out to you just to let you know that your thoughts and concerns are taken seriously and I ve made steps to improve the things that I can at this time. Thanks, again, for taking the time to fill out our survey. Have a great rest of your day. Respectfully, 4 The Anatomy of a Response John Smith, Owner

5 5 The Anatomy of a Response Attract More Customers With Better Online Reviews Travel Media Group offers an innovative solution to Reputation Management. Survey s send positive feedback to review websites & negative feedback to the hotel, helping you to improve and boost online rankings. Reputation Management features include: Hourly alerts for new reviews Manage reviews in one place Share positive reviews to social media Enhanced business reporting...and much more! Get a free assessment of your online reputation! Contact us today custserv@travelmediagroup.com