Working in the travel industry we receive our fair share of customer complaints but what about when we’re travelling ourselves, do we give negative feedback in the best way?
You’ve spent the whole day travelling only to arrive at a hotel room that looks nothing like the picture. Or the tour you planned months in advance isn’t what you expected. What do you do?
You may think people’s first idea is to find the nearest computer and start posting a negative review online – but a new survey finds that’s not the case.
In fact, the latest research from TrueLocal, an Australian business directory and review platform, suggests that most reviewers only post feedback after a positive experience (67 percent). Only 6 percent of reviewers admitted to slamming businesses online when they’re upset.
All of that positivity isn’t just making businesses look good. The survey also found that positive reviews make it easier for readers to make a purchasing decision compared to negative reviews.
So, how can you be part of the solution and still get what you want?
Of course, you don’t have to stay silent when something is wrong or different from what was promised. But there are more productive ways to resolve the problem and get what you want than posting a negative review online.
1. Don’t wait until you get home
If something is broken in your room, or the waiter was rude – whatever is grinding your gears – speak up! If you politely ask to speak to a manager or call the front desk as soon as you notice a problem, you’re more likely to nip the problem right then and there. Why wait until nothing can be done about it to complain?
2. Keep the feedback constructive
Don’t just rant – be constructive. You’re alerting the business to a potential customer service problem, not telling them how you would do everything differently. Stick to the facts.
3. Be polite
This really should be step number one. The end goal is to get the other person to change something for you or do what you want so you have to try and keep them on your side. Most people want to help but the fastest way to mess it up is to yell, use expletives or name call. Keep it classy!
4. Be vocal about what will make you happier
Some issues are easy to fix, but you can’t always expect people to read your mind. If the business owner isn’t proactive in offering something to improve the situation, ask for what you want! Ask for a reimbursement, a free breakfast, Wi-Fi code – whatever will make you happier (within reason!)
5. Call instead of post
If you do decide to cool down or wait until you’ve returned home, try calling instead of posting an online review. Write down a list of what you expected and where it fell short to keep yourself on point.
6. If you can’t call, email
If the idea of calling makes you feel a bit uncomfortable, try emailing instead. Again, keep a brief list of what happened and how you think the issue can best be resolved. Keep it concise and clear. You also then have a ‘paper trail’ of your complaint.
7. Take the surveys
Many hotels and tour groups will send surveys following your visit, so take advantage of the opportunity. With a survey, you can still speak your mind, but without living in online infamy as the “crazy person who wrote 6 scathing paragraphs complaining about the hotel pool temperature”.
8. Let it go
Decide whether or not the problem is really that big of a deal and if it’s not, move on. Life’s too short to sweat the small stuff, and hey, you’re already on holiday! Some things will be beyond your control, so pick your battles and speak up for what matters most to you.
What do you do if you experience sub-par service? Have you written a bad online review? Share your thoughts in the comment section below?
For more blog posts from Lauren Trucksess visit www.wishyouwereherepics.com
