We all know what it’s like to leave a vacation feeling somewhat disappointed in the service or experience we’ve had. Desperate for rejuvenation and relaxation in a mere one or two weeks’ time, holidays come with high expectations for many travelers. And when things don’t go as planned for even the most humble patron, it can leave the hospitality provider on the receiving end of a distasteful online review. But there is a way to head off a runaway negative reviewer in his or her tracks.
Rather than letting an unhappy customer vent all his frustrations to a broad and impressionable online audience after the vacation is over, why not find out if you can address the concerns as they arise?
In an almost-too-obvious solution, new patent-pending technology by GuestComment allows you to do just that; use social media comments and in-house kiosks to collect and analyze guest feedback in order to make improvements on the spot. While some businesses have turned to the contemptible strategy of faking their own reviews or paying for positive comments for better ratings, the concept behind GuestComment offers a better business and marketing model; responding to guest’ needs in-situ for real long-term loyalty down the road. Although responding with an apology or acknowledgement of a negative comment can ease the apprehension of those perusing reviews on TripAdvisor or elsewhere, ensuring that existing customers return, is key. They’ll spread the good word for your business—particularly useful in an increasingly competitive review environment—and are more likely to return as customers themselves.
