By Taz Bareham — 25 Jun 2013
In general, there isn’t a lot of trust between the consumer and the retailer. In today’s competitive economy where many small businesses struggle to stay afloat, the customer has become accustomed to assuming that the business is trying to pull a fast one on them.
As a tour operator, you need to develop a sense of trust with your customers so they know that they’re getting a high quality experience at the best price available.
The following tips will help you establish trust in all aspects of your business:
According to the Biggest Leaf, this is one of the first steps of building rapport with clients. Travelers today use the Internet almost exclusively to book their vacations, accommodations and excursions. A website that is easy to use on a mobile device, with high-resolution images, concise information and a clear layout makes you look professional, which immediately allows customers to put their faith in you.
Tourists are looking to quickly and easily make their reservations online, but they will only provide their personal and financial information to a tour and activity company that they can trust, according to 4 Hoteliers.
A secure online booking system allows them to make a reservation with your company without fear that their information will be stolen, hacked or lost in cyberspace. Of course, you want to make sure to invest in a reliable system that will work 24 hours a day, 7 days a week. Otherwise, a frustrated client will simply find another tour and activity operator to work with if it’s too difficult to make their reservation using your system.
Developing your brand on social media will help clients to find your business as well as instantly see how you interact with your customers. They can check out your Facebook page, your Twitter account and your YouTube channel to see what type of information you post, what your customers are saying and how you are reacting. A well-developed social media marketing campaign will ensure that customers recognize your efforts, noting that you can be trusted to provide them with a fun and exciting tour or activity on their next vacation.
You want to respond to all inquiries as quickly as possible. If a tourist contacts you via your website and you don’t respond for a week, they’re likely to assume that you’re not interested in their business. They may even jump to the conclusion that your company isn’t your top priority. It’s important to be prompt when responding to all customer questions, concerns and feedback. Whether you receive an email from a client or a post on your Facebook profile, you should make an effort to respond within a matter of hours. Set aside time each day to respond to past, present and future travelers, proving to them that customer service is your top priority.
Allow people to get to know you on a more intimate level. Customers are more likely to trust someone that they know on a personal level, rather than a tour and activity operator who maintains a cool, safe distance from their customers. While it’s important to always be a professional, you can let your personality shine through on your website, your social media accounts and even when you are talking on the phone with future tourists. Try to see your customers as friends or family members. It will allow people to connect with you and develop a sense of trust in you.
The more your customers begin to trust you, the more bookings you will have each month. As you develop relationships with your current customers, they will recommend you to their friends and family. Building trust isn’t always easy to do in today’s digital world where travelers are more apprehensive than ever, but with hard work and effort you will quickly become known as the most reliable tour and activity operator in your area.
Through social media, your customers can leave reviews and ratings, as well as help you to promote your business by sharing your pages with their social networks. To learn more about how tour operators can use social media, download our free ebook:
Today’s great topic idea came from Joey Pool of Perth Scuba.