It's that one review that can spark off tons of other negative ones. It's those few lines that can stop a potential customer from choosing you over others. It's that one little rant online which means that that one customer would never visit you again.
What if we told you that 95% of unhappy customers could return if you only managed to address their issue quickly and efficiently?
If you're in the hospitality industry, your business can depend on receiving some critical feedback from your customers. Regardless of how hard you try to make things perfect, there will always be a few tiny slips that would bring about that dreading frown upon your customer's face. Any restaurant's feedback is important to how well it eventually does.
Wouldn't it be great if you know what exactly your customers feel about the services you offer? How you deal with negative feedback is something that can change your fortunes. A well-designed hotel feedback system can accumulate all the critical restaurant customer feedback so that you easily determine what's going right and what isn't going as per your plan.
There are two ways in which you may choose to deal with negative feedback.
Choice #1: Apologize and move on
This is worse than it sounds. If your idea of dealing with the not-so-positive feedback on your services is to ignore, then you're inviting some trouble. You need to take advantage of your restaurant's feedback, and if you don't, things are going to get tougher. It is important that you turn this negative feedback into something positive as that would be worth the effort.
Statistically, every customer tells at least three others about his experiences at your dining place and property - and apologizing without addressing the issue won't really help. If you're not making any effort to win back your disgruntled customers, you're losing a lot many in the process. Ignoring customers isn't the way forward.
Choice #2: Take action
It is important to ensure that every customer leaves your premises happy and satisfied. If your services aren't up to the mark, at least make sure you give attention to their complaints and feedbacks.
Taking effective action real quick
What can you do before the customer starts beginning to tell the tale to others? For one, start using a good hotel feedback system. It can help customers to interact with you directly regarding their grievances - they're more likely to talk to you first than just jump to online review sites like Zomato. Here's what you can do:
Step 1: Install a highly efficient on-premise feedback capturing mechanism
An efficient hotel feedback management system would allow you to capture feedback on-premise. This would be your first step to resolving customer complaints.
Step 2: Installing an on-premise Feedback system with alerts and real-time reporting
Sounds complex? Well, it isn't. Gone are the days when customers used to write down complaints that were either left unattended or compiled at the end of the week. With the inception of social media, customers can show their displeasure online, which would wreck havoc on your business. Would you want your business to suffer losses just because one of your chefs added a little extra salt in the dish? This system would allow you to set alerts for negative feedback Apps like ubereats.
Step 3: Setting up a CRM team
You can appoint an on-duty manager to take care of negative feedbacks. Once he receives a negative feedback, he will be able to act swiftly and ensure that your customers leave the premises happy - with an active response to his complaint.
Investing in the right restaurant feedback app means that you can solve problems with your services and products easily, allow continuous feedback monitoring and study data that allow you to create long lasting improvement. A closed loop feedback process, you really do not have to worry about losing that potential customer anymore!
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