by Peter Arceo
There was an article in today’s Las Vegas Sun about how MGM Resorts International is monitoring and responding to negative feedback on social websites like TripAdvisor & Yelp. I applaud them for doing this. I think more businesses should take this stance.
I was at a technology conference recently and one of the speakers on a social media panel advised the audience that if you have negative comments about your business, then you should either ignore them or delete them if the website it’s posted in allows for deletion of comments. This is not only ridiculous but bad business.
People who post negative feedback are one of many who had a bad experience, but they took the time to write about it. What does this tell you? Well, it gives you an opportunity to take a close look at your business & customer service processes to see if something isn’t working correctly. Sometimes operators emotionally attached to processes and ideas because they created them. Their emotional tie to it prevents them from seeing the flaws.
These websites provide FREE feedback from your guests. In the past, before these websites existed, the only way for companies to receive this kind of feedback was either through comment cards or very expensive customer surveys completed by a 3rd party. Both of those options are resource intensive and the lag time to receive the data was at best measured in days.
Now, with the proliferation of social networks, your business can get real-time feedback. In many cases, people post negative feedback during their trip. Especially since the world is becoming more and more mobile with 1000′s of apps available on smart phones, laptops, and iPads.
Here is an opportunity for you to not only make a guest happy, but also to analyze and address what could be a much larger issue affecting many other unhappy guests. One of the best practices that we at Strategic Gaming Advisors advise our clients to do is identify a resource within the business to take responsibility for searching and analyzing both positive and negative feedback on social networks. We also advocate setting up a process to handle these issues within 24 hours.
Don’t miss out on this opportunity to make your business stronger and improve guest satisfaction.
Peter is a Principal Partner with Strategic Gaming Advisors
Like this:
Be the first to like this post.
strategicgamingadvisors
Peter Arceo
haldemang
Social Media – Responding To Negative Comments
June 17, 2010
by Peter Arceo
There was an article in today’s Las Vegas Sun about how MGM Resorts International is monitoring and responding to negative feedback on social websites like TripAdvisor & Yelp. I applaud them for doing this. I think more businesses should take this stance.
I was at a technology conference recently and one of the speakers on a social media panel advised the audience that if you have negative comments about your business, then you should either ignore them or delete them if the website it’s posted in allows for deletion of comments. This is not only ridiculous but bad business.
People who post negative feedback are one of many who had a bad experience, but they took the time to write about it. What does this tell you? Well, it gives you an opportunity to take a close look at your business & customer service processes to see if something isn’t working correctly. Sometimes operators emotionally attached to processes and ideas because they created them. Their emotional tie to it prevents them from seeing the flaws.
These websites provide FREE feedback from your guests. In the past, before these websites existed, the only way for companies to receive this kind of feedback was either through comment cards or very expensive customer surveys completed by a 3rd party. Both of those options are resource intensive and the lag time to receive the data was at best measured in days.
Now, with the proliferation of social networks, your business can get real-time feedback. In many cases, people post negative feedback during their trip. Especially since the world is becoming more and more mobile with 1000′s of apps available on smart phones, laptops, and iPads.
Here is an opportunity for you to not only make a guest happy, but also to analyze and address what could be a much larger issue affecting many other unhappy guests. One of the best practices that we at Strategic Gaming Advisors advise our clients to do is identify a resource within the business to take responsibility for searching and analyzing both positive and negative feedback on social networks. We also advocate setting up a process to handle these issues within 24 hours.
Don’t miss out on this opportunity to make your business stronger and improve guest satisfaction.
Peter is a Principal Partner with Strategic Gaming Advisors
Like this: