Tour and activity providers need to solicit feedback from their guests in order to improve their brand recognition online and to establish trust amongst their target audience. While it’s important to increase engagement with your travelers and ask them to leave feedback on the most popular travel review sites, you also need to expect some bad reviews. Of course you should try to give every customer the best possible experience, but it is a fact of life that you simply cannot make everyone happy all the time and at some point you will have to handle bad reviews.

It’s difficult to not take negative feedback personally, particularly when you pour so much time and effort into your tour and activity company. However, it’s impossible to please everyone. Instead of feeling hurt about a bad review, try to respond in the most professional way possible.

How to Handle Bad Reviews Online:

  • Resist the temptation to delete the review, or to ask the review site to remove the review. This does not help your credibility, and it can upset the website provider who allows users to leave feedback. The goal of these websites is to provide travelers with honest feedback — and that includes positive and negative reviews. Accept that negative reviews do occur, and instead try to address the concerns of the customer.
  • The best way to handle bad reviews is to respond quickly. This shows that you value customer service. Responding to the review is important not only for the customer who is disappointed in their experience, but also for the other customers who will be reading the reviews on the site. When you respond promptly, it will prove that your brand cares about its reputation and prioritizes customer service.
  • Always be professional and polite, even when it might seem difficult to do so. When someone says something negative or hurtful about your business, it can be difficult to contain your emotions. It’s hard not to take negative feedback personally! However, you need to keep your feelings to yourself and maintain a professional demeanor at all times. Respond by saying that you are sorry they had a disappointing experience, provide any explanations that may be necessary, and offer a solution.
  • Take into consideration what is said in a bad review, and focus on improving your customer service. If someone complains that the tour started late or that the equipment was not properly maintained, you will want to apologize for the disappointing circumstances but also make an effort to improve. Consider what is being said, and use it to better your business in the months and years to come. This will help you naturally improve your feedback online.

Developing your online brand reputation is an important part of networking with agents in the industry and attracting travelers from a wide variety of market segments. Online reviews play a critical role in this process, but you don’t have to feel dismayed every time you have to handle bad reviews. Respond appropriately, and take it in stride. If you focus on providing great tours and activities, it’s far more likely that travelers will naturally feel inclined to leave positive feedback.

 

Sell your Tours in More Places

Try Rezdy for free, we’ll help you manage it all.


Topics , , ,

Join over 30,000 tour and activity professionals on Rezdy

Simon Lenoir, Founder and CEO of Rezdy Online Booking Software
About Simon Lenoir

Simon has over 15 years’ experience as an IT professional. He also has extensive experience in the travel industry from being an around-the-world traveller and managing a dive centre in Southeast Asia for over 3 years. Simon is now dedicated to providing the best online booking solution for tours and activities operators; he is the brains behind Rezdy.Outside office hours Simon is a true activity addict – mountain biking, sailing, swimming, beach volleyball – just to name a few. But most of all he loves diving in Australian waters.

Leave a Reply

Your email address will not be published. Required fields are marked *

Handle Bad Reviews Like a Boss

, , ,

Tour and activity providers need to solicit feedback from their guests in order to improve their brand recognition online and to establish trust amongst their target audience. While it’s important to increase engagement with your travelers and ask them to leave feedback on the most popular travel review sites, you also need to expect some bad reviews. Of course you should try to give every customer the best possible experience, but it is a fact of life that you simply cannot make everyone happy all the time and at some point you will have to handle bad reviews.

It’s difficult to not take negative feedback personally, particularly when you pour so much time and effort into your tour and activity company. However, it’s impossible to please everyone. Instead of feeling hurt about a bad review, try to respond in the most professional way possible.

How to Handle Bad Reviews Online:

Developing your online brand reputation is an important part of networking with agents in the industry and attracting travelers from a wide variety of market segments. Online reviews play a critical role in this process, but you don’t have to feel dismayed every time you have to handle bad reviews. Respond appropriately, and take it in stride. If you focus on providing great tours and activities, it’s far more likely that travelers will naturally feel inclined to leave positive feedback.

 

Sell your Tours in More Places

Try Rezdy for free, we’ll help you manage it all.