September 30, 2022

How to Handle Guest Compliments and Complaints Using Social Media

In our previous blog, we covered how to manage a visitors questions through social media DMs.

NB: This is an article from Travel Media Group

In this post, well cover the second factor a guest will reach out through DM: when they have a compliment. Compliments feel fantastic to hear as a hotelier, as theyre frequently an excellent indication that you and your staff succeeded. Nevertheless, its crucial to keep in mind that they still necessitate a response!

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Heres what to do if a visitor reaches out with a compliment:

Repeat visitors construct a sense of loyalty even without a particular loyalty program at your residential or commercial property, and delighted guests can be guaranteed income for you later if you express how much you delighted in having them, and that you d love to see them again.

The hospitality industry has a habit of letting positive reviews and comments from delighted guests fall by the wayside– dont let this happen to you! While their remarks can become an important guest review, you need to constantly ask if its Okay with them initially before reposting their comments to you.

Whenever you receive a compliment online, you ought to motivate the guest to revisit your hotel. The guests that enjoyed sticking with you are your hotels greatest champions– and treating them as such will make them rejoice they left you a comment, and it will motivate other guests to book with you. This is a win-win situation that you do not wish to lose on!

There are a few things to keep in mind and avoid doing.

Managing a Complaint

Flipping the coin, the last location of DMs that were going to talk about today is when a visitor has an issue with you. These high-tension situations need a level of peace to respond to efficiently. Youll wish to practice the following in every reaction:

Simply like with concerns, every minute that direct message goes unresponded is a minute that visitors aggravations might be building. There are techniques that we will discuss for you to take when you need more details from a frustrated guest. Once again, simply like when the visitor has a concern, youll desire to customize the action.

As for what not to do, youll notice it likewise mirrors the recommendations for when visitors have a question.

It can feel really personal when a visitor storms into your direct messages and angrily tirades over misconceptions and errors– youll want to hurry to protect your property and your staff, and that is understandable. In the event that you respond madly, you will just encourage that visitors aggravations: remember, they came to you to solve the situation, not to argue. If you need the guest to reach out, be particular about why and leave clear info for the guest to use.

Requesting Offline Contact

When a guests scenario runs out the common or needs you to have personal info from the visitor to fix completely, ask that they reach out to you directly at their earliest convenience. This leaves the ball in their court, and as long as they know precisely why you can not resolve the problem through a DM– whether its due to the fact that you require individual info that you can not solicit online, or that you need more details about a space number and remain date– the guest should be understanding and happy to make contact to fix the concern.

Social network is a location where its users expect some level of speed and brevity across all communications, so understanding when you get a message is crucial. You dont desire direct messages or points out taking place under your nose.

Learn more short articles from Travel Media Group

Repeat guests develop a sense of loyalty even without a specific commitment program at your property, and pleased guests can be ensured profits for you later on if you reveal how much you took pleasure in having them, and that you d enjoy to see them again.

The visitors that loved staying with you are your hotels greatest champions– and treating them as such will make them feel delighted they left you a comment, and it will inspire other guests to book with you. Simply like with questions, every minute that direct message goes unresponded is a minute that guests aggravations may be building. Once again, just like when the visitor has a concern, youll desire to individualize the action. If you need the guest to reach out, be specific about why and leave clear information for the visitor to use.

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