Management Response Tips

Management Response Tips

Here are some tips on why and how to write a Management Response.

  • Responding to positive and negative reviews clearly shows both former and prospective guests that you want feedback and demonstrates that you are serious about customer service.
  • Website viewers are more likely to view your business positively if you respond to online reviews which can lead to more business for you.
  • You determine your strategy for responding to reviews. You may wish to respond to every review or you may choose to respond to selected reviews. 
  • It is recommended that you respond to all negative reviews as well as those where you can correct a factual misstatement or describe an action you’ve taken to correct problems addressed in a review.
  • In all cases, thank the reviewer for taking the time to write their review, as it is valuable feedback to help you improve your business or service offering. 
  • It is a good idea to always have a Management Response in the ten most recent reviews you’ve received so romance seekers do not have to work too hard to see how you respond to reviews.
  • Positive feedback. If you are responding to a positive review, always thank the reviewer for taking the time to share their experience.  Make each review as individual and personal as possible by referring to the reviewer’s comments as this reiterates the compliment for future potential romance seekers. Repetitive, standard cut and paste replies will quickly look insincere.
  • Negative feedback. If you are responding to a negative review, always thank the reviewer for their business and for taking the time to share their experience before you address the issue.  This demonstrates that all customer feedback, positive or negative, is important to you.
  • Always respond promptly as it shows you take customer feedback seriously.  It gives you the opportunity to add your perspective to whatever negativity was in the original review.  Future romance seekers looking at the review will see both sides of the story immediately. 
  • Be courteous and professional in your response, as future romance seekers will see how you handled criticism.  Potential buyers do not want to see who was right or wrong, they want to see how the situation was handled.
  • You can disagree with a negative review but tell your side of the story in a polite and unemotional way.  Potential customers will appreciate that you are able to discuss perceived problems with customers professionally.
  • If an apology is appropriate, do so graciously.  Never underestimate the power of a sincere apology.
  • If a specific complaint was made, give a specific response explaining what action you have taken so future romance seekers can be assured they will not experience the same problem.
  • Highlight any positive comments and thank the reviewer for them.  This can also be an opportunity to mention other upgrades you are making to cast your business or service in a more positive light.
  • Finally, embrace negative reviews.  Bear in mind that the best feedback you can get is a strong positive review.  The second best feedback is a strong negative review because it shows the customer actually cared enough to take their time and write the review and it gives you an opportunity to correct a problem.  Far and away the worst feedback is indifference or nothing.  It says the customer did not have a good enough experience to give you positive feedback but also doesn’t care enough to let you know why.  You have probably lost that customer along with anyone they talk to as well as the opportunity to fix whatever the problem was which may continue to cause you lost business.

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