Are you a motel owner looking for tips on how to manage reviews and feedback from customers? If yes, then read on! Writing effective responses to reviews is an important task for any business but it can be especially tricky for motels due to the highly-opinionated nature of reviewers.
Understand The Role of Reviews
Understanding the role that reviews play in customer’s decision-making process is essential when it comes to managing your motel's online presence. Reviews provide potential customers with useful information that they wouldn't have otherwise known or experience first-hand before booking. As such, reviews are a valuable asset to businesses as they have high influence on buying decisions.
Make Time For Comment Monitoring
In order to manage customer feedback effectively, it’s essential that you make time dedicated to monitoring customer comments and responding appropriately. This is easier said than done as many motel owners are often too busy running the business day-to-day. Consider using automated software or digital platforms to help make the task easier.
Create An Internal Response Procedure
Creating an internal response procedure will help ensure consistency in how different customer feedbacks are managed and responded to properly. Having this kind of process in place will not only make it easier for you but also for any other members of staff who are responsible for responding to customer comments and complaints, making sure that each reply fits within your overarching brand messaging framework.
Appeal To Emotion In Your Responses
When dealing with customer complaints, remember not just act professionally but also appeal directly to their emotions – where possible – when writing your responses. Doing so will help create a human connection between yourself and the customer which can do wonders in diffusing angry situations or placating those who may seem overly critical at first glance. It’ll demonstrate your care and understanding towards their issues which is likely going to result in a fairer review or a more satisfied customer regardless if their issue is actually resolved or not.
Reward Loyal Customers Who Leave Positive Reviews
Finally, don't forget reward loyal customers who leave positive reviews with offers or discounts. This will both encourage them (and others) post reviews in the future while simultaneously recognizing those who took out their time to write something nice about your motel service– two birds with one stone!