Do you know how to handle feedback? High scores are essential to keep high the KPI, hence reviews are very important.
In the last years increasingly guests are writing comments, aimed to express the own opinion related to their visit. Happy and unhappy guests want to write about location, service, staff, quality and price. There are many platforms where is possible to check standards for restaurants and hotels: the most popular are TripAdvisor and Google. Many business activities have a feedback section in the own website too. At this regard, how many time did you check comments before to book a table or a hotel room? Reviews are giving expectations to future guests, and this is part of their journey (pre and after journey). Of course, a good score on all platforms will have a positive impact on the business. Nevertheless, keeping the KPI high is one of the main purposes for all companies.
We can subdivide feedback in two different kinds: external and internal.
External feedback
External feedbacks are published directly by guests. We can talk about “active” feedbacks because customers decide by them self to write down a comment or to leave a score. The intention is to evaluate different parameters and to leave own opinions. Furthermore, feedbacks published on platforms are influencing the foot traffic. Consequently, they are relevant for the revenue generation.
Internal feedback
Internal feedbacksare created directly by the business property. These kinds of feedbacks are always sent after the customer journey, aimed to check the guest`s satisfaction. Because the guest expresses the own opinion after received the email/SMS/notification for the feedback only, we can talk about “passive” feedback. Internal feedbacks are remaining in the business, as the purpose is not to publish them. Instead, the person in charge will use all scores and reviews to enhance the own standards.
In both cases, there are two fundamentals’ measures to take: answer in appropriate manners and take advantage by considering all comments and scores.
How to answer
Always answer to all feedback. It is important to thank the person and to give a response. The answer must be professional and personalized. Please avoid using generic templates, which are impersonalized and there is the risk to resemble a bot. Any single feedbacks need attention and guests want to be considered. Give them the attention requests.
Regarding negative feedbacks, is very important to remain polite. Find out the guest`s story if possible and research if there were problems. Double check with the related departments or employees and try to understand the reason for the bed score given. Afterwards, try to elaborate a polite and professional answer, apologize and be empathic to the guest. If there were no reason for the bed score (sometimes happens) and you think that it was not fair to write it, ask gentile to explain the reason why.
You can also contact directly unhappy guests and try to have a second chance to re-evaluate your standards.
Take advantage
Use any single comments to take advantage. In fact, you can try to understand which departments or services can demonstrate a lack. Focus on the problem and try to solve it. If you keep constantly this procedure, you will understand all weak points and improve them. Sometimes there are problems which are not resolvable, for example concerning the location or the structure. In this case play in advance and try to let the guest leave your place satisfied, despite the inconvenience.
Written By
Knowess International
Knowess International helps business owners and department heads working in the hospitality and restaurant industries to develop the necessary skills with targeted consulting.
