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Simple Steps to Get Results from Reviews

 

This summer Phil and I found ourselves at a pub in the Cotswolds. Ok nothing new there but as I was acting as the support vehicle for his training for Ride London 100 we needed somewhere to meet. As we walked into the pub we received a really friendly welcome with the landlady engaging us in a chat and leading us to a seat for lunch. During the meal there was also a small problem with Phil’s sandwich which was sorted in a very impressive way. This was so noteworthy that I left a Facebook review and was inspired to write my first ever Trip Advisor review.

Since then I have heard nothing – not a Facebook like or an acknowledgement of the Trip Advisor review.  I’m not surprised - In my experience this is normal.

Like it or loathe it Trip Advisor has transformed the hospitality industry.  The reviews that are submitted can make or break a business. Sure there are issues with Trip Advisor and not everyone leaves a review with good intentions. However a good collection of them gives you a general idea about a business.  A member of our family has recently been looking for venues; they found one they thought was perfect, until a look at the Trip Advisor page put them off.

You probably know that we believe strongly in testimonials and how they benefit any business. A good review should be celebrated. If it arrives via Facebook a simple “like” at least acknowledges that you have seen the review. A comment thanking the person for writing it is even better and the same for Trip Advisor. No restaurant or hotel gets so many reviews that replying to each one is a full time job.

The other benefit of Facebook and Trip Advisor reviews is that you can share them on your social media channels. Social media is about conversation, quite often it is the conversation that will lead to business.

It seems that too often the only time a business replies to a review is when it is a complaint. If you reply to all reviews it shows that you care what all your customers think not just the ones who complain. Let’s be honest how many of us only write reviews when like me you have received service you consider very good or when you have been disappointed.

If you get into the habit of responding to each review it looks better for you when you get a bad one and easier to deal with.  It is a very rare business in the hospitality industry that doesn’t get some negative feedback.  Responding to reviews often help you put things right. It also helps you build relationships with customers. Sharing good reviews on social media shows you value the comments. If someone likes you enough to write a good review, the chances are that they will visit or use you again.

We have a lot of experience in getting and sharing reviews. Contact us to find out how to really make them work for you and your business.

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