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Yelp study 9712/31/2023 ![]() ![]() Brian replied that his stay was fantastic, and it lived up to the reviews he had seen online. Upon checkout, the proprietor asked him if he enjoyed his stay. He chose the hotel for its excellent reviews on TripAdvisor, and his stay at the little hotel lived up to the hype. My co-founder Brian told me an interesting story about a hotel he stayed at in Ireland. I shouldn't even have to explain this, but I’ll go ahead and state the obvious: Never bully your clientele, especially on social media. ![]() Whatever you do, don’t threaten people who have a poor opinion of your business. If you provide bad service and manage to win over an irate customer, you’ve taken their intense negative emotions and flipped them to intense positive emotions, which they’ll now associate with your brand. Human beings make decisions mostly on emotions, not facts. There are hidden upsides to this tactic, too. Great companies go above and beyond to ensure satisfaction-a gift card for future purchases, a free meal, whatever it takes. Ask for Forgiveness Firstĭid your company not meet a client’s expectations? Good companies try and make it right. This is due to the fact that your guests may not understand what we offer-therefore we expect you to explain that to them.ĭon’t leave your company’s story at the mercy of a third party. Please know that despite the fact that wedding couples love Hudson and our inn, your friends and families may not. The original wording on the wedding page, which has since been changed, read: It wasn’t what they shared, but how they shared it. ![]() As a whole, they listened to their patients longer, they communicated more clearly about what they were going to do during the visit, they were more likely to actively listen, and they were even more likely to laugh.Ĭommunication is the biggest issue that most people had in reviews with the Union Street Guest House. In these conversations between patients, the researchers found that even though the quality of information given to the patients was the same, there were clear differences in how doctors, who had never been sued before, treated their patients. ![]() The doctors were broken down into two groups: They either had or hadn’t been sued. In Malcolm Gladwell’s book Blink: The Power of Thinking Without Thinking, Gladwell highlights a study from 1997 where researchers listened to hundreds of conversations between doctors and patients. If you’re going to run a successful hotel, you’ll have to bend over backward for your customers, or at the very least be cordial. In fact, a few reviewers showed email correspondence from the ownership that sounded downright degrading. I’ve combed through a random sampling of the negative reviews on Yelp for the Union Street Guest House, and it seems that most of the issues weren’t with the amenities, but rather with how they were treated during their stay. Use these five tips to protect yourself from a public review-site catastrophe. There is a massive power that rests with review sites, social media, blogs and media. It's a good lesson and reminder that all of our businesses are at the mercy of the Internet. Have you heard about the The Union Street Guest House? It's a small hotel in Hudson, New York, that made headlines when its not-so-secret practice of charging wedding parties $500 per negative online review went viral. ![]()
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