Advice for Managing Negative Reviews of Hotels or Small Businesses
While managing a national reputation may not be of concern, I'll guarantee that there's a local web portal or trade journal that keeps tabs on what your customers think about your business. No better example of this than the hospitality industry.
If you're a small business-or one that operates only in a particular geographic region-you might be forgiven for seeing 'online reputation management' and think it doesn't apply to you. You're not a big brand, you don't have to worry about the Wall Street Journal or Newsweek writing about your business, so why worry?
While managing a national reputation may not be of concern, I'll guarantee that there's a local web portal or trade journal that keeps tabs on what your customers think about your business. No better example of this than the hospitality industry. Most hotel managers look upon online reviews as a thorn in their flesh-there's just no pleasing some guests, so why even try?
Well, as spotted by my wife-who just happens to be a Hawaii travel writer-there's one hotel manager that absolutely gets it.
The ResortQuest Wakiki Beach Hotel might not be the most famous or luxurious hotel in Honolulu, but that doesn't stop its 'Guest Service Manager' from engaging every single guest that takes the time to leave a comment on TripAdvisor.com.
Of course, it's easy to respond, when your guests have nothing but nice things to say...
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