A positive phowcase
Proactive management does not stop at responding to comments; it is an opportunity to demonstrate your exemplary responsiveness and your deep concern for the well-being of your clients. Each considered response shows that you do not take customer feedback lightly and that you are willing to go above and beyond to satisfy them. Furthermore, it is an ideal opportunity to highlight the unique advantages of your establishment. Whether it be your exceptional panoramic views, your refined cuisine, or your personalized concierge service, take advantage of each response to remind your clients and future prospects what makes your establishment special. Reviews, even negative ones, thus become opportunities to shine and strengthen your reputation for excellence.
A tool for loyalty
Responding quickly and thoughtfully to your clients' reviews is not just a matter of politeness; it is also a powerful tool for fostering loyalty. Dissatisfied customers can become ambassadors for your brand if they see that you take their concerns seriously and strive to resolve them. This level of responsiveness demonstrates your dedication to customer satisfaction and can significantly influence their loyalty and the likelihood that they will make future reservations.
Types of reviews
Classifying reviews efficiently is vital in the meticulous management of customer feedback. This practice helps better understand the nature of each comment and to respond appropriately.
Categories of reviews
We meticulously classify reviews into more than 200 distinct categories, which allows us to better understand their characteristics and provide tailored responses. For example, reviews about meal quality fall into the "Cuisine" category, while comments about cleanliness are classified under "Hygiene." This approach helps us personalize our responses according to the type of review, using the appropriate tone for each situation.
Internal and external control
We differentiate reviews over which we have control (internal problems) from those over which we do not (external factors).
False reviews?
We classify reviews as justified, unjustified, or incorrect to tailor our responses appropriately.
The structure of a response to a negative review
In the domain of guest feedback management, structuring the response to a negative review is an essential skill. This structure allows for addressing each piece of feedback with a thoughtful approach, ensuring an efficient and comprehensive response. Here's how to achieve it:
A kind introduction
Every response to a review starts with a personalized acknowledgment of the client’s feedback. It's critical to use courteous formulas that express gratitude to the client. This approach shows the importance given to every piece of feedback, establishing a respectful and attentive connection between the hotel and its clients.
Contextualization of the response
In this part, it’s essential to relate the response to the specific concerns raised by the client. This involves clearly explaining how the feedback is taken into account and what specific measures are implemented. This step demonstrates the hotel’s commitment to resolving issues in a personalized and effective manner, while proactively managing future expectations.
A memorable conclusion
Ending a response to a review with a positive impression on the client is crucial. This approach helps to engrave a favorable memory of the hotel. By highlighting unique and attractive aspects of the establishment, or reminding of specific positive experiences, the hotel strengthens its brand image and creates an implicit invitation for future visits.
Examples
In order to illustrate our proactive approach to customer review management, here are concrete examples. These scenarios demonstrate how we transform negative feedback into opportunities for improvement and dialogue with our customers, thereby building trust and satisfaction.
Noisy evening at the hotel restaurant
Introduction :
“Dear Customer, thank you for sharing your experience. We regret that the noise during our monthly salsa evening disrupted your comfort.”
Context :
“For your next visit, don’t hesitate to ask for a table further away from the bar for a quieter evening.”
Conclusion :
“In addition, we would be delighted to welcome you again in one of our rooms with a peaceful view of the park.”
The receptionist didn't speak Spanish, but the bar is nice
Introduction :
“Dear Customer, thank you for your visit and your comments. We regret that communication with our new receptionist was not possible in Spanish.”
Context :
“Proficiency in Spanish is a priority for us, and we are working to improve our language skills. Your feedback is essential for our continuing education. “
Conclusion :
“We hope to welcome you again and introduce you to our wide selection of cocktails from around the world at our hotel bar. With love and hope soon.”
Contextualization of responses
How do we put the answers in context?
Although it may seem time-consuming and complex, contextualizing review responses is crucial to demonstrating your commitment to customer relations. . You need to know your establishment and how it works perfectly. This requires knowing and quickly processing your information and updating it.
Luckily, HotelSpeaker's artificial intelligence is here to help.
The personalization of each response is what distinguishes an automated review from a personalized review. Our contextualization solution shows that you truly listen and consider each customer, strengthening your engagement with them.
Initial knowledge
Our 200 criteria: this meticulous approach allows us to catalog in detail the characteristics of your hotel.
Features: By having a comprehensive database, we are able to respond very accurately to almost all comments received.
Personalization:
Your manual responses: You have the freedom to personally respond to specific reviews, which is ideal for handling special cases that require direct, personalized attention from you.
Editor: send a note to one of our editors, you will benefit from their expertise to ensure superior quality responses, both in terms of content and relevance, adapted to the particularities of your establishment.
Automating
Send your information to the Chatbot: If you encounter a specific situation, let our chatbot know.
Machine learning: This data will be integrated and used to enrich responses to reviews on similar themes, ensuring increased responsiveness and accuracy.
Examples
Our 200 criteria:
Room sizes: the solution knows the different room sizes available, thus making it possible to remind customers of the options according to their needs.
Your manual responses
Unjustified criticism: the manager can intervene personally, offering a tailor-made and engaging response.
Ask an editor
Review of slow service: the manager asks the writer to contextualize the review by noting the late time of the customer's arrival (11 p.m.)
Send your information to Chatbot:
Wi-Fi outage: the manager informs the chatbot of planned maintenance, letting customers know that the problem will be resolved on a specific date, within two hours.
Tailor-made and scalable contextualization
The flexibility and adaptability of the Hotelspeaker system clearly distinguishes itself from competing solutions.
Save your unique features
Unlike other systems where responses are limited, Hotelspeaker offers great flexibility, with no limitations in responses. We can add many tailor-made criteria to know your establishment perfectly.
Progressive improvement of the service
HotelSpaker not only allows corrections, but also integrates them to improve future responses. This continuous learning capacity of the system ensures increased improvement and precision of the responses provided, adapted to the specific needs of each establishment.
Implementation of the improvement process
There are two types of software, each with its own specialties:
Software specialized in responding to reviews:
Tools like Hotelspeaker help properties respond to reviews quickly and efficiently. They offer automated or semi-automated responses and customizable templates, handling a large volume of reviews.
Online reputation management software
These platforms offer in-depth static and strategic analysis of reviews.
Although our solution specializes in responding to reviews, for businesses that don't need advanced data analysis tools, we also provide review categorization. Our service includes the categorization of reviews according to various criteria such as positivity, the service concerned or the time of year. This functionality provides establishments with an initial understanding of customer feedback, making it easier to manage and improve their online reputation.
Implement an improvement process
The “Voice of the Customer” is a gold mine for change management and improving customer service. It offers valuable insights, directly from customer experiences and expectations.However, deploying these changes, based on this data, can be complex. It requires a structured approach and commitment at all levels of the organization to effectively transform this feedback into concrete service improvements.
Analysis routine: establish regular periods to review reviews, using software for in-depth analysis.
Strategic team meetings: : organize meetings to discuss customer feedback, share successes and identify improvements.
Responsive action plan : create a plan based on review analysis, assign specific tasks, and track progress for continuous improvement.
