Let’s talk some more about reviews. Depending on your age you might remember a famous shampoo commercial from the 1970’s that focused on the power of “word of mouth” advertising with the slogan, “…and they’ll tell two friends, and so on and so on and so on.” What was true then is still true now, only supercharged because of the internet and sites like Google, Yelp, and Facebook.
Now with one review, a person isn’t just telling two friends about your hotel, they’re telling millions. Online reviews are powerful and make managing your reputation by both asking your guests for reviews and making sure you respond correctly to negative reviews and feedback more important than ever.
When somebody gives you negative feedback or posts a negative review on Google or another site, it can be tempting to panic or even lash out. You can’t delete a bad review from Google, but how you respond to negative criticism from customers can often mean they’re so impressed with how you responded to their complaints and concerns that they leave you a positive review.
The reviews page on your site is an additional opportunity for your customers to leave a review about your hotel that potential guests can see as well as a place for potential guests to read about the experiences of other guests. It’s an additional place for real life guests tell others how great your hotel is. Plus these reviews have to be approved, meaning only positive testimonials will ever appear on your hotel website’s reviews page.
The reviews page is important because:
- It’s another opportunity for your customers to leave a positive review.
- Potential guests get to read more positive reviews about your hotel.
- You control the reviews page, meaning you only add the positive reviews to your reviews page.
For more information on the importance of reviews and reputation management, contact Erin Connolly at BizIQ, 480-685-9430.