Nowadays, many people will use online reviews to decide if they will try a new place out or go elsewhere, and golf courses are no exception. Their quick search can make all the difference of having a new forever customer or not. It is up to you to make that first impression one that will draw them in. Reviews are not only a great resource for consumers, but they also offer valuable feedback for your business for more insight on what you’re doing well or what can be improved. Here is some advice for managing your online reviews.
Creating the Business Page
Public information is used to classify businesses on most review sites, and your facility may already be listed. It is in the business’s best interest to create a Yelp, TripAdvisor, and/or Google account, as this will give you access to many member features like page statistics. Plus, if you set your business up on these platforms, you may foster a more positive impact on the search results. Since customer reviews truly impact the decisions, it is important to take them seriously and offer your best customer experience.
Establish A Strong Process
As with just about every area in creating a successful business, it is always best to have a process established before responding to your online reviews. Regardless of who is responding to the reviews (you or an employee) be sure that there is one person who has been delegated to manage online reviews. When multiple individuals are trying to handle this task, the inconsistency will become apparent and create mixed messages. This could aggravate a customer who may have had a negative experience rather than rectifying it. All responses must be as clear and cordial as possible. It is also best to take care of responses simultaneously each day.
Feedback Request System
Let customers know that your business is on sites that enable reviews while encouraging happy customers to share their experiences. However, don’t simply ask for positive reviews or offer rewards in exchange for positive ratings. The goal is to make it easy for your customers to rate you and speak on their experience at the course. To offer consistent service, you will want your customers’ honest opinions.
Review Tracking and Responding
When you have been registered on popular customer review sites, the platforms can notify you when a review has been made about your business or on certain settings and platforms, even if your business is mentioned in blogs, videos, news articles and web pages. Are you prepared to track and manage all of this? It will be crucial to have an individual dedicated to doing so. You should also take into account the importance of prompt responses to reviews. Never allow negative reviews to fester, as proving that the business is on top of things and cares about customers’ experience can go a long way. Again, be sure to remain consistent and active in tracking and managing all reviews.
Try not to be alarmed by negative reviews, or even worse, avoid them. View them as feedback you can learn from and see a bigger picture when they are responded to. Keep in mind that most consumers read the responses that businesses offer to customer reviews. It is crucial that you demonstrate that you care about the problem and resolve the issue professionally. This can help minimize the damage of a negative review to promote positive results in the long run. Things do not always work out as expected. Tee to green insurance can save your business in a time of need.
What To Avoid
Customer reviews should not be responded to on an emotional level. It is crucial to maintain professionalism when responding to dissatisfied customers. Your side of the story can still be stated, as often, these reviews came from misunderstandings in the first place. Empathetic responses may clarify the issue so that the customer is ultimately satisfied.
Also, never post fake reviews, as this will not only be obvious to most people these days, but it may lead to disciplinary action on the bigger review sites as well, costing you more business than a negative review. Posting a fake review is unethical and oftentimes illegal. The sites are regularly filtering these fabricated reviews and cracking down on them. It is not worth it!
About T2 Green Insurance
T2Green Insurance provides the best customized and comprehensive protection for your club, resort, or golf management business. Our niche expertise and sole focus is insuring this class, while our industry professionals are dedicated to providing exceptional results so that you can feel confident with your coverage. T2Green offers specialized coverage options that are unique in the industry. With our exclusive program unlike anything else on the market, you can feel peace of mind with protection that is tailored to your club’s unique needs. T2Green is driven by innovation and responsiveness in both coverage solutions and customer service. We understand the challenges that are presented in varying locations and seasons to write policies for clubs from coast to coast and everywhere in between so you can operate with confidence, no matter what conditions arise. Reach us at 844-223-9005 with any questions or so we can begin tailoring a package that works best for your club.
