The touring industry is becoming competitive with each passing day. As a result, there are many tour platforms for travelers to choose with Tripadvisor being the biggest one. Your reputation on Tripadvisor is primarily dependent on the reviews so you need a review management system and a strategy. However, these reviews are only going to help you out if they are managed properly. So, here are some tips that will help you streamline your review management process.
Setup Your Tripadvisor Profile
The first thing you need to do when it comes to managing Tripadvisor reviews is set up a Tripadvisor profile. You might already have a Tripadvisor profile but you need to update it as much as possible. It is often that people only put up photos and contact information, which shows non-seriousness.
It should be kept in mind that clients surfing the internet and looking for the best options tend to be relatively more conscious than the customers who shop physically due to online scams. So, while going through your profile, they will be looking for as much information as possible.
If they only come across a photo and phone number, they are most likely to walk away. Plus, it is not only them looking at your business but also Google. When it comes to search rankings, Google keeps an eye on the reviews and uses them to rank businesses.
That said, put up everything related to your business on your profile. And make sure to update it so that people know you mean business.
Ask For Reviews At the End of Each Tour
Asking for reviews from your customers may seem easy but can sometimes fail miserably as well. The reason is that not every customer is the same and would like to take out some time and effort to pen down a review. This means you will need to be careful and strike when the time is right.
For instance, you can ask the customers for reviews at the end of each tour. But know that every customer is going to have a different response. If you observe that the customers are irritated and not happy with the services, you should not ask them for reviews more than once as it can turn into an argument.
Furthermore, do not force the customers to provide reviews on the spot as they might be tired. Instead, wait for them to go home and send them a reminder after a day or two.
Use A QR Code
If you want customers to give you more and more reviews, you will need to make it easy for them. For instance, you can hand them a thank you card with a QR code that leads them directly to the review page. This way, the customers do not have to spend much time and effort giving you a well-deserved review.
Send A Reminder Through Email & SMS
Sometimes, customers simply forget to pen down reviews due to hectic routines. Having too much on their minds, writing a review is going to be the least of their worries. That said, you should send a review reminder through email and SMS.
However, do not bombard their inbox with multiple reminders. You need to be patient and give them some time. Even though you can find useful software solutions on the internet, sending a personal message is going to be a lot more valuable.
One of the most important factors contributing to review management on Tripadvisor is responding to the reviews. The way you respond to the views directly impacts the number and quality of the reviews received in the future.
Generally, there are three types of reviews such as positive, negative, and fake. While positive reviews are of course a lot easier to deal with, negative and fake reviews might frustrate you sometimes. However, know that this is where you can not only improve your business but also show the audience you are willing to improve.
Dealing with negative reviews is all about patience. Instead of arguing with the reviewer, you should analyze the review and see if the shortcomings are true. If they are, you will need to correct them. If possible, send the review a personal message and ask them for suggestions.
On the other hand, you cannot do much about fake reviews but simply report them. Provide as much proof about the reviews and let the management at Tripadvisor deal with them.
And finally, if customers are giving you positive reviews, show your gratitude. They have taken time out of their busy schedule to send positive energy your way. Therefore, it is only right that you show them how much it means to you personally as well. Make use of your white label review management software and show gratitude to your customers.
Keep Track Of Your Performance
A big reason most businesses fail to impress customers in the touring world is not being able to remove their gaps and shortcomings. Businesses either fail to analyze their performance or simply ignore implementation. At their peak, it might seem as if the business will grow but dives shortly after.
This is where the entire management scrambles and desperately tries to save the nose-diving venture. However, this could be easily avoided. All you need to do is keep an eye on your competitors and analyze your weaknesses.
Once you have done that, make sure to avoid such mistakes in the future and be on the lookout for new opportunities.
Managing positive, negative, and fake reviews is one thing, responding as quickly as possible is another. If you have customers asking you something, they wouldn’t like to wait much. This means you need to respond quickly. Ideally, you should respond within 24 hours.
The best way to do that is by turning on the notifications and using review management software. As soon as you receive a query or a review, you can simply respond to it through your phone wherever you are, offering a quick reply.
Understand Customer Needs and Preferences
Understanding customer needs and preferences is a great way to earn good quality reviews. Tourism is a tough industry due to constantly changing customer preferences. But it is your job as a business owner to keep track of what customers want.
Fortunately, it is not that difficult. All you need to do is analyze the market, track customer preferences, and offer something that your competitors don’t.
For instance, you can introduce special offers or packages allowing families to travel together. At the same time, you could come up with a discount package for students who cannot afford costly trips. This will help you target a segment that remains otherwise untouched.
In the long run, you will have these customers passing on your business to others and helping you expand without having to put hefty amounts into advertising and other marketing strategies.
Managing Tripadvisor reviews can feel like a full-time job but is necessary and you can make it easier by employing a review management software. If you are doing it on your own, you need to keep the tips mentioned above in mind. However, we suggest hiring an expert to manage your profile. This will make your business glow and earn the attention of future customers.