It’s never fun reading bad reviews about your own establishment, but responding to them quickly and in the correct manner can save your establishment’s image. To react to good feedback also makes your customer feel as if you are taking personal interest in them. Whether good or bad, your customer wants to know their feedback is recognised. Travelling Mystery Guest takes a look at why this is important:
- To avoid future complaints
Customers always name the specific thing that made them unhappy during their previous encounter. Take notice of this, because if this is a problem to one customer, it might be a problem to others as well. To respond to your customer and to take action on what they complained about, can eliminate similar complaints in the future. Also, when a customer is considering a place to stay or dine by looking at online reviews and they notice that complaints are being repeated, it’s clear to them that the establishment is not attentive to complaints.
- To build loyalty with your customers
It is really rewarding when a customer is satisfied, especially when they made the effort to write a good review. This is something that prospective customers notice, which means your loyal customers promotes your business for you. Why not thank them? It’s minimal effort and this may result in a long-term relationship with your customer. This will actually have a “seal the deal” effect: You’ve already satisfied your customer and now you are just taking the final steps to ensure that they return.
- To avoid bad word of mouth
Too many times have customers taken the time to complain on some sort of platform only to be ignored by the establishment. With people on social media being quite ruthless, a bad review can snowball into a conversation that can do a lot of damage to your establishment’s image. Even if it is a fussy customer who complains about everything, Shep Hyken says: “The customer may not always be right, but they are always the customer. So, let the customer be wrong with dignity and respect.” It’s not always easy, but this is what we deal with in the hospitality industry.
- Essential to improve
It’s always a good idea to initiate customer feedback. If you are planning on making some changes or improvements in your establishment, why not ask your customers’ opinion? You are, in fact, implementing these changes to satisfy your customer. Post a questionnaire online and ask willing customers to give you their feedback. This will decrease the risk of wasting money on things your customers do not need, because you’re working with the feedback that your current, or even potential customers have given you.
- It’s a way to check up on your employees
As a manager, you might not always be present on site, due to numerous responsibilities. If you are dealing with a customer complaint, find out what the exact time of their visit was and verify the situation with your employees. Always apologise to your customer. You might not always believe that their specific problem could occur at your establishment, but try to see the complaint as an opportunity to ensure that the problem is resolved and that it doesn’t happen again.
Written by: Alicia Redelinghuys