By Taz Bareham — 24 Jan 2014
So all tour operators know that you should be trying to add value when you say anything on social forums. But what if someone is saying something negative about your tour or activity? It’s tough to know how to respond in these types of situations.
Luckily Hubspot shared some great basic guidelines for social engagement:
In general the rule of thumb is to be positive. It’s about how you can turn a negative complaint into a positive experience. Remember to:
You may also want to offer them something in return for the inconvenience it has caused them. If they are a traveler and they are no longer in town, they will at least appreciate the gesture.
Here’s an example of one bad TripAdvisor review that was handled very well:
TripAdvisor also provides a template for responding to comments:
For more on this topic, download our free social media ebook:
Do you have any experiences with responding to negativity that you’d like to share with us? We want to hear them! Use the comments section below to tell us your story.