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10 Ways to Turn Online Reviews into More Loyal Customers

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JBloggs

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[COLOR= rgb(68, 68, 68)]10 Ways to Turn Online Reviews into More Loyal Customers [/COLOR][COLOR= rgb(68, 68, 68)]http://bit.ly/humuai[/COLOR]
JB - This article requires some careful consideration. Good article.
Nothing worse than reading a review "sorry YOU felt that way" how about just sorry we didn't live up! No matter what happened, the reader will NEVER KNOW what happened, so make it short and sweet and be NICE! Turn the tables on 'em people!
They review due to EMOTIONS #1 first and foremost. We have to not respond with our emotions. I am not fond of replies or shall I call them "rebuttals" to reviews that are addressed the reader and NOT the reviewer. That is my opinion.
Go ahead read it and share your thoughts! We wanna hear your take!
(PS pls remember when I post this stuff, I don't write it and I am not agree with it 100%, it is an FYI only)
 

Alibi Ike

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
 

Innkeep

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had..
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
 

Alibi Ike

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had..
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
.
Innkeep said:
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
They can be a little scary. You're sitting there carrying on a conversation and they look up from their smart phone and tell you they just wrote a review.
 

Innkeep

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had..
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
.
Innkeep said:
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
They can be a little scary. You're sitting there carrying on a conversation and they look up from their smart phone and tell you they just wrote a review.
.
I had another "wake up call" today about how far out of it I am. I knew one guest was being picked up by his friend at 6:15. Guy is sitting in his car waiting, so I holler up to the guest that his ride is here. I go out to greet said ride to tell him his friend should be down shortly. They had already exchanged text messages. For this you pay extra on your phone bill?
 

Joey Camb

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had..
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
.
Innkeep said:
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
They can be a little scary. You're sitting there carrying on a conversation and they look up from their smart phone and tell you they just wrote a review.
.
I had another "wake up call" today about how far out of it I am. I knew one guest was being picked up by his friend at 6:15. Guy is sitting in his car waiting, so I holler up to the guest that his ride is here. I go out to greet said ride to tell him his friend should be down shortly. They had already exchanged text messages. For this you pay extra on your phone bill?
.
I text everything cos i get unlimited free texting I think that is why a lot of people do. Round here the B&B people are terrible for texting and emailing becuase most of us have blackberrys and get everything instantly and it is free. We dont want to clog up our friends phone line (ie stopping real bookings) plus a text or email is there when they want to get to it (ie not with a customer/covered in paint/hand down a toilet) and is handy for things that just need a short answer ie are you going to the coffee morning?
 

gillumhouse

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had..
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
.
Innkeep said:
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
They can be a little scary. You're sitting there carrying on a conversation and they look up from their smart phone and tell you they just wrote a review.
.
I had another "wake up call" today about how far out of it I am. I knew one guest was being picked up by his friend at 6:15. Guy is sitting in his car waiting, so I holler up to the guest that his ride is here. I go out to greet said ride to tell him his friend should be down shortly. They had already exchanged text messages. For this you pay extra on your phone bill?
.
I text everything cos i get unlimited free texting I think that is why a lot of people do. Round here the B&B people are terrible for texting and emailing becuase most of us have blackberrys and get everything instantly and it is free. We dont want to clog up our friends phone line (ie stopping real bookings) plus a text or email is there when they want to get to it (ie not with a customer/covered in paint/hand down a toilet) and is handy for things that just need a short answer ie are you going to the coffee morning?
.
I get 100 free texts a month. Have to be careful not to go over. My son pays the bill. Sometimes I think he enjoys the pay-back when he gets to chide me for going over.
 

Samster

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had..
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
.
Innkeep said:
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
They can be a little scary. You're sitting there carrying on a conversation and they look up from their smart phone and tell you they just wrote a review.
.
I had another "wake up call" today about how far out of it I am. I knew one guest was being picked up by his friend at 6:15. Guy is sitting in his car waiting, so I holler up to the guest that his ride is here. I go out to greet said ride to tell him his friend should be down shortly. They had already exchanged text messages. For this you pay extra on your phone bill?
.
We have a family unlimited shared data/text plan and we all use it. Our son stayed with us on the plan & pays me for his share and saves about $30/month over a single plan. He has never had a land line. We definitely get our money's worth!
I got rid of our land lines and haven't looked back.

 

Generic

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I don't respond to every review. Maybe if I did I'd have more of them, maybe not. Why I don't is because, as a reader of reviews, I don't want to wade thru a lot of 'Oh, you're wonderful,' 'No, no, YOU'RE wonderful!' crap. Mutual admiration society junk. I HAVE thanked the reviewer privately IF I can figure out who they are.
There are 2 (or more) different kinds of bad reviews- guests you are horrified you let down and guests you wouldn't want back in a million years. You treat those cases differently, unlike the blogger who says to treat everyone the same. I don't want the folks who panned us coming back. I know who they are and I wouldn't offer them a dime to come back. They were wretched guests.
However, there are some folks who told us they were unhappy but never left a review. Those guests I would like to try to make more comfortable on another visit. But, given what they were upset about (talking during breakfast) I can't help them without offering them breakfast in their room. So, there's an idea.
It never occurred to me until just this moment. Duh.
I read reviews with an eye to how I can improve the things I want to improve. If someone has to have a jetted tub or a huge bathroom that's not going to happen. If they thought the portions at breakfast were too small, I can work on that. Some things we cannot fix. I can't move the house so it's closer, farther, whatever the guest wishes it was.
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had..
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
.
Innkeep said:
Alibi Ike said:
Truly, my demographic does not live online. They may shop online, make reservations and things like that but they don't live on Facebook, don't know what Twitter is, don't write reviews, don't have a blog, don't tell everyone online what a great time they had.
This is so true. I'm not sure how I'm going to handle the younger ones who do live online all the time.
They can be a little scary. You're sitting there carrying on a conversation and they look up from their smart phone and tell you they just wrote a review.
.
I had another "wake up call" today about how far out of it I am. I knew one guest was being picked up by his friend at 6:15. Guy is sitting in his car waiting, so I holler up to the guest that his ride is here. I go out to greet said ride to tell him his friend should be down shortly. They had already exchanged text messages. For this you pay extra on your phone bill?
.
Had to teach my uncle to text me and how to install and use a foreign sim card. The four of us were in Italy meeting up on a cruise ship. He lost my aunt on the way from checking in and had to text me to find her, because she had his passport and he couldn't get on. It's very convenient and cheaper than per minute calls, especially when it cuts out the pleasantries.
 
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berniecortez

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