Building a good reputation has always been important for business. Like almost everything else, the internet hasn’t changed that fact; it’s just adjusted how the game is played. Consumers are more empowered to voice their opinion than ever before, and they use it. Depending on how you respond to and manage the online dialogue surrounding your property, the ubiquity of reviews can be a powerful asset or an overwhelming obstacle for your business. Because the truth is, your online reputation directly affects bookings in a significant way. In fact, a study from Boston University and Microsoft concluded that a 1-star increase online can boost demand by 26%. That’s no small effect. And not at all surprising considering 92% of people use reviews to inform booking decisions when researching hotels.
The things guests are saying about you online matter in a big way. If dealt with correctly, you can not only mitigate the potential damage of reviews but actually make them work for you. Here are five steps for managing your reputation online.
Step 1: Monitor online content
If you want to deal with your online reputation, you need to know what people are saying about you. To this end, you should be regularly monitoring the reviews (and other content) that are being posted across the web. The internet is a big place, so this probably sounds daunting. But, thankfully, there a number of tech options out there to bear the bulk of that burden. Setting up a simple Google Alert (for free!) can send you updates whenever posts are made, anywhere on the web, using the term of your choosing (your hotel’s name is a good place to start). You can also choose to partner with providers like Hootsuite or Revinate. These solutions automatically monitor multiple platforms, aggregating and organizing review data so you can analyze and act upon it.
Step 2: Respond appropriately
Now that you have your finger on the pulse of your online mentions, the next step is to respond. Obviously, you shouldn’t reply to every single review, but it’s a good idea to offer a few kind words for the occasional positive review (think “we’re so glad you enjoyed your stay!”) and then prioritize the negative ones. And don’t be hostile or defensive. Express your sincere apologies for their unsatisfactory experience and offer an opportunity for further communication to address their concerns. Remain professional, and you have the power to seriously mitigate the fall-out from a bad review. 87% of users on TripAdvisor indicated that an appropriate response to a negative review improves their opinion of the business.
Step 3: Leverage good reviews
As previously mentioned, the growing trend of guests sharing their opinions online can be a huge benefit to your business. The experiences of customers are much more trusted than traditional advertising material, making glowing reviews marketing gold. So use them! Whether you choose to include testimonials on your webpage or make a point of liking, sharing, and retweeting positive mentions, make sure you’re not missing out on the potential of quality user-generated content.
Step 4: Learn from bad reviews
You work hard to give your customers the best possible experience, so it definitely hurts to get a bad review. But if you choose to look ‘em in the eye and learn from it, they can make your business stronger. Of course, some guest complaints are isolated incidents (or totally unreasonable) and, in that case, you can politely apologize and move on. But other negative reviews can alert you to real weaknesses that would be wise to address. So keep tabs on the nature of your negative reviews. Are there any illuminating patterns? Once you’ve highlighted areas for improvement, take action. Your business will be the better for it.
Step 5: Encourage feedback
The final step to building a strong reputation online is to generate more content. The more reviews published online, the more legitimate and trustworthy your business appears (assuming you’re responding appropriately). So do what you can to encourage guests to post about their time at your property. This can be done in a number of ways, but you should certainly be inviting feedback in your post-stay emails.
A good reputation is critical to the success of any business. And in this day and age, the majority of that battle is being fought online. Follow these five steps to keep gaining ground. Good luck!