Tag Archives: customer service

Innkeepers, what does your email autoresponder say about you?

Over the years I’ve been the recipient of many B&B auto-responders, and have started collecting ones that are either very good or quite awful. Approximately 1 in every 10 B&Bs has an auto-responder on their email, and based on some … Continue reading

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When Your Website is Down, do You Have a Backup Plan?

I talk to more people who groan, “I don’t want to be on social media for my business!’. Fine then, don’t be for the following reasons: it’s free, it’s great branding for your business, it doesn’t have to be time … Continue reading

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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, 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

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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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Why JUST Responding to Complaints on Social Media is not Enough!

It’s terrific to monitor your brand and respond to complaints, comments or compliments on twitter. And I highly encourage it! But let’s take a international hotel chain that “monitors” their brand on twitter, I’ve been tracking their responses to twitter … Continue reading

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5 Tips for getting more bookings using good phone skills

This falls into the category that many B&Bs have of, “I know I should be doing this” but…………… A few slides about this starting on page 18 of Offline marketing in a digital age http://www.slideshare.net/Forfeng/offline-marketing-in-a-digital-age with some additional tips and the worksheet http://room-swap.com/heather-turner/201-offline-marketing-in-a-digital-age … Continue reading

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