Business Website Advice

Negative comments warrant a quick- as in within 24 hours. Your genuine well written response will be a huge step toward combating any down side and can even earn you more respect and more business.

Use the public management response tool right there on Trip Advisor. Your reply will show up below the criticism. 

In my previous post I recommended private thanks to positive comments, no public replies on TA.

However, if you have something pointed out that sounds like a criticism -  be Johnny on the spot within 24 hours.

It can be daunting but get it right and you can bring in more business. People cheer those who try to do well. You must not sound arrogant or canned - same ol response to everyone. Don’t smack of  the insincere ‘Have a nice day’ category.  

Write a management response which:

1. expresses authentic appreciation for their comments as a way for you to improve - an ongoing priority of yours
2. expresses authentic regret
3. is written preferrably the people responsible and tells the way(s) in which the problem will be remedied
4. promise to welcome them back for an improved experience

Keywords above - sound sincere, genuine and authentic.  Why? To be believed. 

Since we were 5 years old we could tell when Johnny was fakin it, and we learnt to hold a grudge.  I’m sorry has to sound real.

Rewarded for trying. Even more business. Tell use specific steps that really show us you are thinking about it, what steps you are taking and how long it might take. 

When I read how you have responded to a situation that might not even be an area of concern to me, you will win my vote of trust.  I hear the message that if something comes up while I’m your guest, you will treat me well and do what you can to see things right.  I’m ready to book with you!

We don’t expect you to be perfect…just reasonable and customer focused.

Congratulations to all of you responding quickly and authentically. It’s not easy.

Please share your experience of venturing into the uncomfortable area of dealing with complaints.

You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.