Online reviews can make or break your tour or activity business, because your kind of business is so dependent on its local reputation.
In fact, 49% of consumers say they’re more likely to visit a business after reading a positive online review, and 69% trust online reviews as much as personal recommendations (Source).
Here are the top 5 signs that you’re failing at managing your online reviews.
If you’re the type to ignore most of your reviews – especially the negative ones – then you’re failing. You need to show that you’re present and that you care what people are saying about your business to others.
While it may be intimidating to respond to negative reviews, these are probably the ones you should spend the most time on answering.
Instead of responding to all the feedback you get, you only respond to the good feedback, and ignore the complaints. People who complain crave to be acknowledged, so they should be your number one priority.
This also works the other way around. If you only respond to negative reviews, people who praised your tour or activity will feel unappreciated.
When you get bad feedback, you snap at your customers or make up excuses. This makes you look totally in denial and makes it look like you can’t take criticism.
People won’t want to give you their business knowing that this is your approach when dealing with less than satisfied customers.
You’re not exactly sure where your business is listed, and where people are talking about it. You don’t even compare your competitor’s reviews to yours, and watch how they handle negative feedback.
A customer can have one bad experience based on factors out of your control, and decide to tell the world about it. Now if you notice a pattern and refuse to do anything about it, that’s a problem.
While you’re busy running day-to-day operations, managing your customer’s feedback on online review sites should definitely be a priority. Both current and future customers will appreciate your efforts.
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Do you have a strategy in place to manage online reviews?