In the travel industry, the key to success is your reputation. Reviews can make or break your business, and if they’re negative, it’s hard to get back on track.
Luckily, there are many things that you can do in order to improve your reviews. If you’re a tour operator, boat tours and cruises or sailing and yacht company and you are struggling to get good reviews from your clients, this post is for you. You might not know what your customers want and need and it can be even harder when a customer is dissatisfied with the service that was provided.
But there are ways to get better reviews as a tour operator! Here are some of our tips for getting more positive feedback:
1. Ask for reviews at the end of the trip
Start by asking them if they enjoyed the ride. If they did, we’d ask them if they are willing to give a review on Yelp or Google Reviews. Then let them know that you won’t be offended and that it will be very useful for both of you. This way you create a win-win scenario and they don’t feel obligated when writing one which can lead to negativity. They’ll be more willing to give their opinion because they don’t feel pressured, and it gives them a chance to think about what happened on the trip. Just make sure they have all the information they need and that there aren’t any issues during their trip. Don’t forget to thank them at the end! Kindness goes a long way in business and especially when you want to get better reviews as a tour operator.
2. Be specific to get better reviews as a tour operator
Next, ask for feedback on their experience so that there isn’t any confusion about what went well or not so well during their trip, for example: how did the concierge service help them, which were the highlights of the trip, did it meet all their expectations or were there any surprises along the way, did they feel it was a good value for money, etc. This way, you will know where you can improve and what your clients like most about your tours. Make sure to be friendly and listen carefully, even if something sounds irrational, try stepping into their shoes. As humans, we want to be heard and understood, so make this your priority if you want to get more reviews as a tour operator and succeed in your business. Customer service is all about listening to your clients and catering to their needs.
3. Make it easy for them to post a review
If you want to get better reviews as a tour operator, one of the most important things is to make it as easy as possible for customers to post reviews. Nowadays, lots of things are vying for our attention and we also want to get things as fast as possible, without having to wait. The same goes for your customers. For this reason, you want to avoid friction in the process as much as possible: they shouldn’t have to create an account to post a review, nor should they make too many clicks or be redirected to many pages to complete their review.
There are many ways you can get better reviews as a tour operator. These three tips should help get the ball rolling in the right direction for a better review score on TripAdvisor and other travel sites like Yelp, Google Reviews, etc. If you have any questions about what we’ve discussed today or you want to automate booking, operations, and communications while also improving customer satisfaction – try Kleesto’s FREE 21-day trial today! No credit card required!