Category Archives: Customer Service

Responding to Fruitcake Reviewers

There’s been a ton of talk, articles and blogs about how to respond to online reviews. But not too much on how to deal with Fruitcakes and Trolls. The difference? A Fruitcake reviewer is someone who may have been a … Continue reading

Posted in B&B, Customer Service, How tos, Lodging, marketing, Reputation Management, Reviews | Tagged , , , , , , , | 7 Comments

Innkeepers, are you REALLY leveraging local?

On Monday I had a great interview with Tom Costello, and during the interview he brought up the gentlemen that he had interviewed previously, whose thoughts were that hoteliers (and this relates to any lodging) needs to be spending more … Continue reading

Posted in B&B, Customer Service, Hospitality News, How tos, Inns, Lodging, marketing, Observations | Tagged , , , , , , | 2 Comments

Bed and Breakfasts, Reputation Management and Deleted Tweets

A common concern I hear frequently voiced from B&Bs, “Is what if I have a conversation with someone who voices a complaint,” or “What if I posted something I regret?” Like a drunk tweet, or something posted in anger, “Should … Continue reading

Posted in B&B, Customer Service, Hospitality News, Inns, Lodging, marketing, Reputation Management | Tagged , , , , , , , | 1 Comment

Innkeepers, Do you respond to positive reviews?

In my daily reading yesterday morning I came across this article: What Hoteliers And Restauranteurs Can Learn From The “Ford Fiesta Movement” By Tom Costello  http://www.hospitalitynet.org/news/154000392/4055989.html. I highly suggest you read it first and then come back here. The point … Continue reading

Posted in B&B, Customer Service, Hospitality News, Observations, Social Media | Tagged , , , , , | 4 Comments

Reputation Management for Lodging, Maine Innkeepers Association

This past week, Scott Thomas from Brewster House (http://www.brewsterhouse.com/) and I gave a seminar to the Maine Innkeepers Association (http://www.maineinns.com/) on reputation management. Following are the two powerpoints used, the handout and the page notes from my portion of the … Continue reading

Posted in B&B, Customer Service, Hospitality News, How tos, Inns, Lodging, marketing, Observations, Reviews, Social Media | Tagged , , , , , , , , , , , | Leave a comment

Reputation Management and WHY bed and breakfasts HAVE to have a presence on social media.

There was a great article that came out a few days ago, Why Every Minute Counts When It Comes to Social Media Complaints http://www.openforum.com/articles/why-every-minute-counts-when-it-comes-to-social-media-complaints?extlink=em-openf-SBdaily A quote from here that I find meaningful: A whopping 88 percent of customers said that if … Continue reading

Posted in B&B, Customer Service, Hospitality News, Inns, Lodging, Observations | Tagged , , , , , , , , , , | 6 Comments

Restaurant Productivity and the age of Social Distraction

I recently did a productivity audit on a restaurant, and found some interesting observations that I thought it would be worth it to share. The restauranteur in question was having an issue with prep not getting done in time for … Continue reading

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