Are you the Tour & travel agency struggling with the negative reviews on your GMB profile?
Everyone knows that in today’s world, reviews are like close friends. 49% of users consider reviews equivalent to personalized recommendations. After checking them, they decide whether to invest in a business.
That is why Travel agencies should not neglect negative reviews as a nuisance. Infact, prioritize negative reviews to improve your agency’s image. You can also buy Google reviews to magnify your Travel & tour agency’s positive reviews over negative ones.
Let’s move to the next section to reveal the secret of why responding to negative reviews is important and how you can make it effective.
Why Responding To Reviews Is Important For Travel And Tour Agency
A tour and Travel agency’s business is based on the trust and bond it creates with its clients. Answering positive and negative reviews demonstrates that its customers matter to it.
People also like it when the other party acknowledges their reviews. It creates an emotional connection with them beyond hard and fast financial transactions.
Also, when travel agencies reply, it encourages other customers to leave reviews. There is no need to explain again why businesses need more reviews on their business pages. It improves your SEO ranking, visibility, exposure, online reputation, etc.
When other people see how businesses are responsive to their old customers, they also start believing in your existence and trusting you to book their tours with them.
Top 12 Tips To Respond To Travel And Tour Agency Negative Reviews
According to 56% of customers, how a business reacts to a review influences their opinion about businesses.
So let’s find out through these fantastic tips how travel and tour agencies can respond to negative reviews to make it fruitful for business:
Respond Promptly
The First rule of responding to negative reviews is to do so immediately. When reviewers do not hear from tour and travel agencies quickly, their frustration level increases.
Then, it becomes challenging to resonate with them, and when they get a prompt reply, it generates their faith in your business.
Stay Calm And Professional
Negative comments can be hurtful and harsh, developing anger in anyone. So always remember to be calm and composed before writing the reply.
Make sure you use professional language because anyone can access your answer. Your one wrong word can damage your image, but your polite response can build a positive image for your travel agency.
Go To The Roots Of The Problem
When you reply to a negative reply, make sure you know why and what causes it so you can offer the correct solution.
Your alertness about the problem and quick response can make that general customer loyal.
Reach A Middle Ground For The Solution
Not every time is it a good idea for a business to apologize, but rather to understand and analyze whether it’s truly the business’s mistake and act accordingly.
If there is no perfect solution to the issue, reach a middle ground for the solution so reviewers see that you are bending your rules for them.
Use Promising Tone And Language
Remember to use a promising tone while responding to negative reviews. Your defending language can make the situation worse. It reflects that you are not concerned about customer damages.
When tour agencies give assurance in their replies, it gives them time to find a solution without displeasing the customers.
Reply With A Solution
Make sure you reply with a quick solution so you can impress your customers. This will also develop customer confidence in your travel business, and other prospective customers will be sure to make travel plans with you.
Customize Responses And Be Informal
In negative responses, you can use an informal tone with politeness to demonstrate your friendliness attitude.
Also, make sure your answer is customized so that when they read it, they feel like it is only for them, not a copy-paste template the business normally uses.
Take Responsibility And Apologize
Never back off apologizing! It solves half the problem because customers feel relieved and do not have to fight with you to make him right.
When travel and tour agencies take responsibility, it shows they care when customers see it; they can neglect some of your mistakes. As a business, accept it and offer a quick fix.
Take The Conversation Offline
When you see this problem can’t be solved online, instead of dragging it on the platform, offer them your contact details so you can discuss it privately and devise the best solution for them.
Send An Apology Email
You can also send an apology email in which you explain everything in detail that you haven’t written in a review reply.
It will reflect to customers that your business is personally concerned about the mishap that you have taken the time to write about in an email.
Never Respond In An Emotional State
Never respond emotionally, whether you are angry or consoling customers. When you are angry, you will write the words that can ignite the word war on the platform.
However, empathy doesn’t mean you promise what is not in your hand. In both cases, it will forever hurt your travel agency’s online image.
Ask Questions For Better Clarity
If you are confused after reading the negative reviews, ask them questions to clarify their issue with your tour agency, such as whether it is related to accommodation or cabs.
Do Not Delete Reviews
Deleting reviews will create suspicions against you. Instead of creating doubts in prospective customers’ minds, leave the review as it is so they can read it and judge according to the facts mentioned in the review and response.
Conclusion: Uplift The Online Presence Of Your Travel Agency
Utilize these tips whenever you receive negative reviews for your tour and travel agency business. Satisfy your customers with your solutions and promises so your online reputation can remain intact.
However, if you need more assistance to improve your travel agency’s online presence, you can contact Buyreviewz’s expert team.
