Reputation is everything in business (but even more so for the tourism industry). But even though the aim is to maintain a good reputation all the time, understand that no matter how much you do to keep every customer happy, negative reviews are unavoidable. The bright side is that negative feedback can be a potent weapon for the growth of your business, as long as you manage it correctly.
Here is how you can turn these potential threats into opportunities for your tourism business.
How Common Are Negative Reviews?
Even the most successful tourism agencies or centers sometimes have not-so-great reviews—you wouldn’t believe it! Some customers—sometimes or always—do not like things like price/cost/fee, schedule, and even customer service. That’s why, no matter how awesome you are, it’s almost impossible to avoid getting a few bad reviews here and there.
So, it’s not about rejecting negative reviews — it’s about your reaction to them, because in the end, it’s not the negative review that can make or break a business; it’s the way businesses respond to them.
At Clear Sky Tourism, we know that handling those reviews and leveraging them to our benefit is essential for attaining a good reputation. If you’re struggling with or failing to address feedback appropriately, we can help. But before then, here are some of our tips on how to turn negative reviews (we call them feedback) into great things!
What to Do With Feedback
While it may not seem true at first, comments left by disgruntled customers contain key insights into what can be improved. This could be anything from the quality of services to customer support or even little details that were overlooked. So, how should tourism companies approach feedback?
- Acknowledge the Feedback: The first step when receiving negative feedback is acknowledging it. That should be a wake-up call; ignoring or brushing it off will only make it worse. A simple “Thank you for sharing your experience with us” can do wonders to convey that you appreciate when customers provide input, even if it isn’t fully positive.
- Apologize When Appropriate: Don’t hesitate to apologize if the feedback is deserved. An apology isn’t an admission of defeat; it’s a way of being empathetic and owning the experience.
- Take Action: After you have received this review, relate it to your colleagues or other companies within your industry with whom you are close to. You can also take cues from your competitors to improve on the areas you lack. That shows that you care about improving over time and ensuring your customers are satisfied.
Our Expert Tips for Handling Social Media Reviews
Negative reviews can be received in various ways, including word of mouth, email, via your website, through any other third-party review site like TripAdvisor or Google, or worst of all, on your social media comment box. That’s because when a negative review goes public on social media, it’s an all-eyes-on-you moment. But don’t worry! Here’s how you can handle negative social media reviews to benefit your reputation.
- Quick and Professional Response: In the case of social media reviews, time is a critical factor. Responding as soon as you can shows your customers that you’re listening. But while you are giving yourself no room to process the message, keep a professional and polite attitude, even if the review seems unfair.
- Don’t Take It Personally: It’s tempting to take it personally, but take a step back — the review is for the business, not for you. If you respond emotionally, things will only get worse. Step back, breathe, and then compose a response that thoughtfully addresses the issue at hand.
- Comment on the Specifics of the Complaint: Be specific in your response. If the reviewer complains about a service aspect, say sorry for the issue and describe how it will be handled. If appropriate, offer an explanation and reassure them that you’re addressing the issue.
- Take the Conversation Offline: If the conversation escalates or the issue is nuanced, take it to a more private space, like DMs or email. This allows you to handle things better out of the public eye.
Negative reviews are a natural part of the business, especially in tourism, but they can bring negative feelings and tone to your business. However, by using the feedback to your advantage and responding calmly and professionally when appropriate, you can turn these reviews into opportunities for growth.
For those overwhelmed with social media reviews, let Clear Sky Tourism take the wheel. You concentrate on providing your customers with an exceptional experience while we take care of the difficult discussions.
Are you ready to leverage negative reviews? Call Clear Sky Tourism to learn more and begin your journey!