How does the hotel turn negative feedback into positive effect?

No one likes to receive negative feedback. These negative comments will really have a bad influence on the hotel. If customers give negative feedback to your hotel, the hotel owner or manager will definitely regret it because he missed the opportunity to make up for it. PhoCusWright's recent report "20 12 customer experience testing: consumer opinions of American hotel industry" also agrees with the above views. But the key for the hotel to continue to maintain its business is to treat these negative comments as a once-in-a-lifetime opportunity, which can really bring opportunities to the hotel. More importantly, when you receive these negative feedback messages, you can also make the users who posted the above messages change their attitudes and become customers who actively support your brand. Customers can express their opinions through Weibo, Facebook, comment cards, feedback systems or comment websites. If this customer can spend so much energy to express negative feedback about your hotel, it is conceivable that this enthusiastic customer must be full of affection for his/her hotel stay experience. People with many negative emotions will have the same positive emotions, provided that you guide their positive emotions in the right way. 1. Listen and pay attention to their opinions. Any idea about listening to opinions and taking action is based on attention. You should pay close attention to what your customers say and publicly show your concern for them. If customers are still in your hotel, you should actively collect their feedback. In this way, they will think that you are constantly trying to improve the hotel service. If you can make improvements according to the feedback and show them to customers, then you can strengthen their positive view of the hotel. If you pay attention to your guests, they will pay attention to you. 2. Provide real-time answers. You can contact customers in various forms. At any time, you can send information to your potential customers by email, phone, SMS, Facebook, Weibo or traditional channels. As your customers' ability to spread negative information about the hotel increases, the risk of hotel reputation decline will also increase. Now each of your customers has an audience. If you don't arrange for the staff to respond to the customer's feedback in real time and let one customer make a negative evaluation of the stay experience, you may face the risk of losing hundreds of customers. Even if it's not your fault, you should provide customers with better solutions. Whenever you receive negative feedback, you can prove to customers that the hotel has the ability to take further measures and provide better solutions to meet customers' needs. In many cases, hotels may not actually need to provide such services to customers, but this is not the point. You must consider the problem from the overall situation. Providing customers with further solutions will enable you to reach more potential customers and greatly enhance your brand awareness, which cannot be achieved by other marketing methods. The key to this practice is not the customers at a certain time, but to use the situation at that time to enhance the positive image of your brand and let customers know that your brand is always customer-centric. In a sense, these situations are excellent investment opportunities for you. If you make full use of these opportunities, you may get a huge return on investment. 4. Follow-up work After you have solved the problem for the customer immediately and made remedial measures, you should follow up well. You should convince customers that you have solved the problem and let them know that you are very much looking forward to their staying in the hotel again in the future. This not only shows your customers that you attach importance to their long-term support for the hotel, but also reflects that you have made great efforts in providing satisfactory service to your customers, thus attracting many customers to stay in your hotel again. To sum up, you can't stop customers from talking through various channels, so hotels need to quickly shift their focus and participate in these conversations to ensure that customers can make positive comments on the hotel. It is undoubtedly very important to maintain transparency, which not only reflects the hotel's desire to improve the bad situation, but also monitors the guests who make unfair comments on the hotel, because when they make unfair comments on the audience, they also have to bear a certain sense of responsibility. There is no magic way to reduce the influence of negative feedback. You must realize that negative feedback is essentially an opportunity and establish the idea of listening to all feedback. You also need to let your employees use various tools and resources to answer feedback. In this way, you can reduce negative feedback, make every customer truly become a loyal supporter of your brand, and bring you billboard effect through word of mouth.