How to reply to the hotel's favorable comments is better?

I don't need to elaborate on the importance of hotels replying to comments, but many hotels still use irregular and unskilled fixed terms to reply to online comments. Obviously, this kind of reply sometimes does not win the customer's reply and recognition. On the contrary, it may miss the customer forever.

Responding to comments is not for you to do after-sales, but for our "secondary marketing". The reply of online reviews is always aimed at the marketing process of constantly turning new customers into regular customers and regular customers into old customers.

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There is such a view: don't reply to ordinary compliments, because it will make people feel insincere and hypocritical. In fact, people feel hypocritical, not because everyone has replied, but because the content of the reply is the same. It may be difficult to weave flowers for ordinary praises, and it is ok not to reply one by one.

But for bad reviews, you must reply in time. This is a question of attitude. Moreover, bad reviews are often more extensive and influential than good reviews, and many potential customers will focus on bad reviews when choosing hotels. Therefore, once a customer expresses dissatisfaction, timely follow-up treatment is very important for the hotel's online reputation.

If the hotel has enough staff, it is best to reply to all comments in time, but the reality is that it is difficult to do so with limited staff. Moreover, it is very time-consuming and labor-intensive to rely solely on human resources for audit management. You can use the hotel online evaluation management tool, which is used by many hotels with high response rate, without going to various websites to browse and view, as well as statistical analysis of data. Conditional hotels can be considered.

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Of course, the sooner you reply, the better. For a simple example, let's imagine that if we send a "chicken soup" that we think is deep in the circle of friends, or bask in our mood and life, you will have the expectation of getting a response-expecting praise and attention, or getting comments.

And this sense of expectation will gradually fade over time. A day later, a friend will give you some praise or perfunctory comments. Will you be moved?

The length of the content should not be too long in principle, but it depends on the review.

If the reviewer cherishes words like gold, the reply may be concise and clear. If the reviewer writes a long paragraph, he can clearly analyze and judge that the other person is a communicative person and absolutely cares about the hotel, whether it is praise or criticism. For such comments, you can appropriately relax the word limit and create a sense of intimacy.

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This is generally based on the style of customer reviews and the style of the hotel itself.

For example, if this customer type is a small fresh style in the late 1980 s, it is certainly better to write content in a fresh style. In fact, I will choose this kind of hotel, most of them are customers with literary cells or plots, and this style will be more pleasing.

If it is a relatively well-behaved customer type after 70, you may wish to quote some relatively formal well-behaved words in your reply.

In a sense, the content of the review reply is the basis and opportunity for re-marketing, and it is also a part of the hotel brand image display, which should not be underestimated.

I would like to remind you that consumers are getting younger and younger, and the serious and official reply wording is becoming more and more unpopular. Of course, a formal answer is essential, but hotels can do more warm-hearted attempts.

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Hotels should make full use of favorable content. When replying to other customers' favorable comments, don't simply thank them. You can use previous customer comments to create a community-like atmosphere. At the same time, in order to make customers' evaluation more objective, we can also show some hotels' incentive measures for loyal customers, which is also an attraction to potential customers.

If the repeat customer is obvious in the comments, you can express your gratitude with some emotional sentences, or tell him about some new changes in the hotel, such as: "From this month, the check-out of your ordinary executive floor room can be delayed until 2 pm." Another example: "The breakfast in our hotel was very good last time, and now there are more varieties than before. You can experience it next time you come to our hotel. " -In fact, this is marketing. This is a re-integration of old customers, but it is aimed at potential customers. This is a display of products and services.