In today’s competitive market, guest reviews are a critical asset for any business. They build trust, enhance visibility, and significantly influence potential customers’ decisions. But how to get customers to leave reviews systematically?
This comprehensive roadmap is designed to guide hotel managers and business owners through each step, ensuring they effectively gather and utilise guest feedback. Let’s dive in!
Step 1: Analyse Customer Needs
Objective: Understand what your guests value most, their preferences, and pain points.
How to Do It:
- Conduct Surveys and Interviews: Use tools like Google Forms, SurveyMonkey, or Typeform to gather direct feedback from recent guests. Focus on questions that reveal their experience, expectations, and areas for improvement.
- Analyse Online Reviews: Use platforms like ReviewTrackers or Trustpilot to analyse existing reviews. Look for recurring themes, both positive and negative, to understand guest sentiments.
Example:
- Survey Question: “What was the highlight of your stay? What could we improve?”
- Tool: SurveyMonkey for creating and distributing surveys.
Step 2: Simplify the Review Process
Objective: Make leaving a review effortless for your guests.
How to Do It:
- Create Direct Links: Generate direct links to your review pages on Google, TripAdvisor, or Yelp using tools like ReviewPush or Whistle. Embed these links in your website, emails, and in-room tablets.
- QR Codes: Use a QR code generators to create codes linking directly to your review page. Place these codes on receipts, menus, or signage around your property.
Example:
- QR Code Placement: Print QR codes on room service menus with a message: “Scan to share your experience!”
Step 3: Timing Your Requests
Objective: Ask for reviews at the optimal moment to increase response rates.
How to Do It:
- Post-Stay Follow-Up Emails: Use email marketing tools like Mailchimp or SendinBlue to send personalised thank-you emails a day or two after check-out. Include a direct link to your review page.
- In-Person Requests: Train your staff to ask for reviews during check-out or while guests are still engaged with your services. Use simple scripts and role-play to build their confidence.
Example:
- Email Template: “Hi [Guest Name], we hope you enjoyed your stay at [Hotel Name]. Your feedback helps us improve. Please share your experience [here]. Thank you!”
Step 4: Incentivise Reviews
Objective: Motivate guests to leave reviews with attractive incentives.
How to Do It:
- Offer Rewards: Use platforms like Smile.io or Sweet Tooth to set up a loyalty program offering points, discounts, or freebies for leaving a review.
- Create a Review Wall: Display a “Wall of Thanks” in your lobby or common areas, showcasing guests who have left reviews. Use social media tools like Hootsuite to highlight reviews online.
Example:
- Incentive Offer: “Leave a review on TripAdvisor and receive a 10% discount on your next stay!”
Step 5: Make It Personal
Objective: Engage guests with personalised requests and responses.
How to Do It:
- Use Guest Names: Personalise your review requests with the guest’s name and a reference to their specific stay experience. Tools like Mailchimp and HubSpot can help automate this.
- Respond to Reviews: Actively respond to all reviews, thanking guests for their feedback and addressing any issues. Use tools like Reputology or ReviewTrackers to manage and respond to reviews efficiently.
Example:
- Response Template: “Dear [Guest Name], thank you for your kind words about our [specific service]. We’re thrilled you had a great experience!”
Step 6: Promote Your Reviews
Objective: Showcase positive reviews to encourage more guests to share their experiences.
How to Do It:
- Feature Reviews on Your Website: Use plugins like TrustPulse or Yotpo to display recent reviews on your website. Highlight glowing testimonials on your homepage and booking pages.
- Share on Social Media: Use social media management tools like Buffer or Sprout Social to share positive reviews across your channels. Encourage guests to tag your business in their posts.
Example:
- Social Media Post: “We’re thrilled to see such positive feedback! Thanks, [Guest Name], for your kind words. #GuestReviews #HappyGuests”
Step 7: Train Your Staff
Objective: Empower your team to actively encourage and manage reviews.
How to Do It:
- Conduct Training Sessions: Use role-playing and scenario-based training to teach your staff how to ask for reviews effectively. Tools like Trainual or Lessonly can streamline this process.
- Provide Scripts and Guidelines: Equip your team with easy-to-follow scripts and guidelines. Ensure they understand the importance of reviews and how to handle different guest interactions.
Example:
- Staff Script: “Hi [Guest Name], we’re glad you stayed with us! Could you take a moment to leave a review about your experience? It really helps us improve.”
Step 8: Follow Up and Thank Your Reviewers
Objective: Show appreciation to guests who leave reviews to build loyalty and encourage future feedback.
How to Do It:
- Send Thank-You Notes: Use email or SMS tools like Klaviyo or SMSBump to send personalied thank-you messages to guests who leave reviews. Include a small thank-you gift or discount code.
- Feature Reviewers in Your Newsletter: Highlight guests who have left reviews in your newsletters or on your blog. This not only thanks them but also encourages others to share their experiences.
Example:
- Thank-You Message: “Thank you, [Guest Name], for your valuable feedback! As a token of our appreciation, here’s a 15% discount on your next stay.”
Conclusion: Building a Review-Driven Culture
Encouraging guests to leave reviews is not just a task; it’s a strategic approach to building a thriving, customer-centric business. By following this roadmap, you can systematically enhance your review collection process, improve guest satisfaction, and boost your online reputation. Remember, every positive review is a step towards building a loyal community of guests who love your brand. Start implementing these strategies today, and watch your business grow through the power of guest reviews!
Additional Resources:
- Tools for Surveys and Feedback: Google Forms, SurveyMonkey, Typeform
- Email Marketing and Automation: Mailchimp, SendinBlue, Klaviyo
- Review Management Tools: ReviewPush, Trustpilot, Reputology
- Social Media Management: Buffer, Hootsuite, Sprout Social
- Loyalty and Incentive Programs: Smile.io, Sweet Tooth
By integrating these steps into your daily operations, now you know how to get customers to leave reviews for your organisation and can create a seamless, effective process for encouraging and leveraging guest reviews, ensuring your business continues to thrive and grow. Happy reviewing!
