Unfortunately, no matter how wonderful your hospitality services or tourism experiences are, or how carefully you interact with each customer, there’s always a chance you could rub someone the wrong way. Tourists & Hospitality Customers are complex and often unpredictable people, meaning that no tour operator is going to be able to please all of them. However, the problem is that in today’s highly-connected digital world, your clients are more likely to air their dissatisfaction on social media and review sites, reducing your chance of earning new customers.
In a world where the average tourist will want to read the opinions of third-party travellers before deciding on where to spend their vacation, it’s important to do everything you can to avoid bad reviews with your clients. Here are just a few things you can do to protect yourself from a bad reputation.
1. Appeal to the Right Customers to Start With
Even if you’re brand-new to the hospitality and tourism marketing world, you’ve probably heard of things like audience segmentation and buyer personas. These tools are designed to help you advertise your experience to the people who are most likely to respond positively to it. After all, if you’re running a wine tour in Melbourne, then you don’t want to attract customers who don’t drink or hate wine.
Publish content on your website and social media pages that will help your customers to pre-qualify themselves for your business. For instance, an article entitled “The Things You Will and Won’t Get with Our Tours”, should let your clients know exactly what to expect.
2. Do Everything You Can to Keep Tourists & Customers Happy
This might be an obvious tip for companies who want to avoid bad tour reviews, but that doesn’t mean it’s not worth some time and attention. If you don’t want to lose all your customers because you’re constantly giving refunds to unhappy customers, then you’ll need to go above and beyond to provide your clients with an experience they simply can’t complain about.
Aside from being friendly and accommodating to every guest, make sure that you invest in unique, memorable experiences that set you apart from your competitors. Try to anticipate problems that might arise during your tour, and plan for them in advance. For instance, if the seafood restaurant you were going to stop at for lunch isn’t open, make sure you have a backup destination in mind.
Bringing back-up sunscreen, charging cables, batteries, and other must-haves with you for your customers to use is another way to show them how much you value their happiness.
3. Prepare for a Range of Customers
Finally, remember that there’s no one-size-fits-all format for the perfect tour experience. The more experience you get with different customers from various parts of the world, the more you’ll learn about their specific preferences and expectations. Until then, you’ll simply need to rely on the data you can find online.
For instance, most experts agree that tourists from the US want a more intimate experience with their tour-guide, while Europeans are more concerned with getting an academic experience, packed full of knowledge about the history and culture of a space. Tailor your tours to suit the needs of each individual group.