How to use negative reviews
For a hotel manager, a negative review from a guest might not always be a bad thing to the hotel. That depends on how you react based on this review.
The most important thing is that you can not ignore it. In order to attract one new client, hotel have to spend a lot on marketing. But one only negative review ignored could cause us loose this client. Because the client would feel that his/her oppinion has not been respected and the next time he/her come to the hotel, the same problem would still occur.
Once we understand their problem, we should then react in regard of this negative review; firstly send a messgage to the clients to thank them helping us improve our service. Then explain to the guest why this problem happened. If necessary, once the problem have been solved, send a feedback to the client to show that we really concerned about their complain and have solved them correctly. Then we might gain back a client that we areadly lost.
click here for the article
I am totally agree. Customer requirements should be supported wherever possible. Marketing agents have the habit of saying that '1 dissatisfied customer represents 10 clients lost. The management of customer complaints may improve the service quality. It also anticipates future problems and should increase its turnover. A satisfied customer does often a good publicity.
ReplyDelete