We’ve all been there. Someone had something to say and it wasn’t nice at all. For the unlucky ones, those statements were permanently ingrained on the internet where people can see them years down the line. Oh, the negative review. How we love you so…not. We’re no stranger to online reputation management, which is why we’re such fans of onsite feedback surveys. With Olery Feedback, you can actually manage feedback while your guests are still present (and resolve any negative reviews before they make their way online).
How Does Olery Feedback Work?
Here’s the deal. Olery is a premium online reputation management software, which means they know exactly what they’re doing. With software that analyses reviews, integrates data and manages reputation, this technology has the capacity to change the hospitality game for guests and owners alike.
Olery Feedback is no different.
You offer on-the-spot surveys to guests who are still on hotel grounds. You help to create a tailor-made survey, which you’ll hand to your guests on a tablet at a time that’s convenient for them. Your staff can pass on the survey while guests are waiting for a tour, eating their breakfast or hanging in the lobby. Promote the survey as quick and easy and your guests will surely be happy to oblige.
Any answers that a guest sends in will go straight to your Olery dashboard. The manager on duty will even get a notification so they can manage any complaints immediately. With software like this, there’s no time for negativity to flourish!
If a guest is happy, your staff can thank them for their kind words as they head to their next destination. I promise you that any traveller will appreciate the effort, bringing your brand up yet another notch in their eyes.
Why are On-The-Spot Surveys So Effective?
By utilising the magic of onsite feedback surveys, you’re able to intercept any negative reviews before they wind up on a review site.
So long as you address the issue head on, you’re actively turning a negative experience into a positive one. If there’s no issue, you can reassure the person who left the generous survey that they made the right choice. This helps craft a positive, long-lasting memory of your hotel for every guest that comes your way.
Keep in Contact with Your Guests
You have the opportunity to tailor survey questions to suit your needs. I highly recommend asking for email addresses, so you can continue to make a lasting impression on your guests. Requesting an email helps you:
- Further build your database
- Send a thank you email after the stay
- Ask guests to review you on Google or TripAdvisor account
With these onsite feedback surveys you can even customise questions on Google and TripAdvisor as well, and your guests don’t even have to log in to complete them. They’ll post instantly, but since you’ve already intercepted any issues, you’ve got nothing to worry about!
Don’t Let Your Reputation Get Ahead of You
If you think about it, reputation management makes total sense. With the rise of social media and Google, a brand’s reputation can easily get out of hand. One negative review can ripple out into the world, putting a big dent in your booking revenue.
By investing in a management software like Olery Feedback, you’re working to keep your reputation on an even keel. At the end of the day, your guests—and your business—will thank you.
