Reputation management services and their benefits are not a new concept. However, recent advances in technology have transformed the ways in which players in the hospitality industry need to protect their reputations.
Before online reviewing, hotels and restaurants relied heavily on a reputation crafted by traditional marketing, expert critic reviews, or word of mouth.
Today, reputation crushing reviews can cripple a business and managing your online reputation is more complex than it was years ago. It's easy to get defensive when you get a bad review and jump right in and respond. However, we recommend checking out what really works versus the myths before you begin a fight for your reputation.
In some cases, the hotel or restaurant may operate their own online forum where patrons can post reviews. As the owner and operators of the site or other outlets, you retain the right to delete any comment that you regard as unfair.
Some will argue that the best way to dispose of a bad review is a simple deletion before too many people see it.
Deleting bad reviews does not make the problem go away, whether the problem was genuine or not.
In either instance, the reviewer may start spreading his or her discontent onto other online platforms such as social media. That can influence hundreds or thousands who might otherwise have not seen it.
The best way to address a bad review comes through quick discovery and engagement. Other readers can see good faith efforts to resolve the problem. That will reassure them as to the quality and professionalism of your establishment.
Major corporations have a lot riding on their reputation. A perception of declining service and quality can quickly snowball out of control in the digital age. These companies have ample resources to address problems and restore reputation. Since they have marketing departments trained for this they, more so than small businesses, should care about their reputation.
Increasingly, locals and visitors to communities check out online reviews when looking for places to stay or to eat. Bad reviews that go unnoticed or unaddressed can turn potential customers away even if unfounded.
In our experience, advanced artificial intelligence-based technology that locates negative reviews gives small businesses the same advantages as big corporations. Some programs bring such reviews to the attention of ownership while others initiate the response and recovery process.
Either way, when potential customers see responsible engagement with bad reviews, it creates trust in your establishment.
If potential customers trust negative reviews, they will certainly do the same with positive ones. Owners should not only cultivate good reviews from friends and family, but they can also write their own.
Having inside knowledge of both your business and customers, you would know which aspects to focus on to get more traffic.
One of the worst sins that a business can commit against the market is failing to be genuine. If the market does not trust a business, that company will fail.
Owner written fake reviews and comments are surprisingly easy to identify. Once exposed, small businesses have a tough time recovering from the embarrassment.
Reputation management costs a great deal in terms of time and paying staff the money to maintain it. If a hotel or restaurant puts more time into great service, reputation takes care of itself.
Our reputation management services are proven to be effective for both international corporations and mom and pop owned establishments. Reach out today to learn more about reputation management services benefits and to ask how we can safeguard your online reputation today.
