When it Comes to Negative Reviews – Have a Plan

I’m going to go out on and limb and guess that most businesses have heard over and over again that you NEED to have a strategy when it comes to responding to reviews.  Most of the time, your reviews are great.  You hand pick some goodies to show case on your website and hope that those out there on Yelp, TripAdvisor and the like aren’t so bad.  And hey, don’t the positive typically stand out over the negative?

The way we function online has completely changed how consumers operate.  More and more, customers will visit those online review sites to see what your past guests have to say.  This is a great way to gain additional business or lose the reservation to your competition.  Online travel reviews give customers a place to lodge their complaint or praise and be heard in a big way.

Monitoring what is out there about your business is a very important part of garnering feedback and making improvements to keep yourself competitive in the game.  Negative reviews are something that you should not let slide and how you address them is important to your future success. By promptly replying, you can minimize the damage and hopefully sway future guests into booking their reservation with your business.

Here are a few good tips when it comes to monitoring and responding to those negative reviews:

  1. Write your own response and definitely don’t have someone outside the business reply.  Include your name, your business telephone number and TRY your best to use actual grammar and good spelling.
  2. Address the legitimate concerns of the reviewer.  Don’t make a deal out of something that you can’t truly fix like they didn’t appreciate the décor of the rental they stayed in.  You can pass that information along to an owner and if they are so inclined, they can make changes to their rental.
  3. Definitely explain what changes you have made or intend to change.  Or, make an offer to the guest that they can’t refuse.  You can make that an online response or private response.  Either way, letting the particular guest know those adjustments you are willing to make will get passed along or read by others.
  4. Remember to be patient, and let your feelings settle before you make any response publicly or privately.  Keep it professional!

Developing a strategy makes it easier whenever you have a negative comment or review to respond to.  By continuing to address your guest concerns and comments, you are acknowledging the human side of your business and encouraging more customers to book and past guests to return.

Reviews come in all shapes and sizes.  Read this story about a bizarre and sexist review on Yelp and how the business owner made the best of the situation.  Just make sure that you have a strategy and respond to reviews, both negative and positive.