As the days grind along and clients’ faces begin to blend together, it is important to remember that it only takes ONE bad review to discourage potential guests. We have to refresh ourselves regularly and be cognoscente of the perceptions our guests and clientele are harboring. It is necessary to have clear expectations for how our professional staff, managers, and seasonal employees handle difficult situations.
The largest problem is that with the advent of the internet and quick review sites, any person is able to vent their frustrations without being checked. Credibility matters much less in this Instagram/twitter/yelp/trip-advisor world. While all of these sites can be invaluable tools for anyone in hospitality or travel, it also allows for the masses to share their dissatisfaction. That makes employee engagement and customer experience so much more important. Reacting quickly and righting wrongs (even if only perceived) is paramount to maintaining positive public perception. Here are a few things you can do to prevent a bad reviews and social media mayhem.
Empower your team to be proactive and responsibly reactive when needed.
Never let them lose their passion and enthusiasm for serving clients, customers, and guests!