You’ve put in the hard work, the blood, the sweat, the hours, everything you can possibly think of, all of which you did with a smile on your face. But at the end of the day you get home, turn on your computer and there it is: not just a bad review, but an outright terrible one. You’re absolutely fuming, and in the moment you put your professionalism aside and you fight back, writing a rude answer blaming the customer, using irony, personal attacks, sarcasm, and totally denying the situation. Then you wake up and realize that it was a dream. Because you’re not that person.
There are countless stories of bizarre or ridiculous TripAdvisor reviews, and the hospitality industry can be a vicious one. Perception is everything, and while it’s hard not to take certain comments personally, this is the business of customer service. It’s important that you answer all reviews, regardless if they’re positive or negative, but with not-so-glowing responses, what you write requires some additional consideration. What remains essential is acknowledging and accepting responsibility for what went wrong, indicating that you’ve learned something and that you’re going to do better next time.
Accordingly, it’s time for another installment of bad management responses to TripAdvisor reviews, where we look at answers that likely should have been kept on the inside rather than put out there for the whole internet, and what would have been a better way to approach responding. Be sure to check out our earlier two blogs to be caught up on all the tips and ways to address these precarious situations. As you’ll see, we’ve identified a variety of ways not to respond. Once you’re caught up, keep reading for more laughs, examples of what not to do, and suggestions for how to positively diffuse negative reviews.
Five Hilariously Bad Management Responses on TripAdvisor
MORE Hilariously Bad Management Responses on TripAdvisor
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