Online business reviews have become extremely important, including the tourism and nautical industries. Why? Because people like to read the opinion of others, who have experienced the same thing they want to experience.
Do you know how most tourists will not choose a holiday destination, hotel or other service if they cannot find a review online? This helps them save money as much as possible and avoid potentially unpleasant vacation experiences.
Online giant Google is the first place many will leave or read a review. Google reviews can give your business a significant boost in credibility and performance without investing a dime on your part.
Motivated by this, we consider why giving yacht charter guests the option to leave a review on Google is essential.
And what is even more important is how to respond if that review is not desirable.
Why Google Reviews Matter
It's a fact that nowadays, guests will leave their opinion online about your services they use, whether you like it or not. There are many places for this that are not under your control, or you are not even aware of them.
Therefore, a significantly better solution is to direct them - have them leave their reviews on your yacht charter company's Google page.
You will benefit much more from such reviews for the growth of your business, and you can even keep them under control.
Aditionally, Google reviews are important because:
1. They increase confidence in your yacht charter company
Today's tourist trusts other visitors with experience with the yacht charter company they are interested in, rather than professional PR articles or reviews by professional critics. This is because they consider those opinions closer and more honest.
2. They give free feedback
Whether positive or negative, Google reviews are an excellent source of information that increases the satisfaction of your guests. At the same time, they provide insight into which aspects of the business you can (or should) work on.
3. They increase your visibility online
Did you know that Google favours companies with a large number of reviews because it is a sign that they are involved in interacting with customers? That's why Google reviews are an excellent search engine optimization (SEO) tool; that is, they help your charter to be among the first results when someone searches for boat rental information on the Internet.
4. They help more guests find your website
Good Google reviews significantly increase the chances that a potential guest will click through to your yacht charter company's website when searching to learn more about your vessels and what you have to offer.
5. You can use them as a marketing tool
Positive comments that guests leave on Google Reviews can later be shared on your website, social networks and other marketing channels so that as many people as possible can see them.
Why you should respond to Google reviews
If you're already directing your guests to some form of online review or following up with them to see what they think of your services, try to answer some of them. Still, it's best to answer them all. In case you are not yet responding to Google reviews, we strongly advise you to start as soon as possible.
In fact, research has shown that people have more trust in companies that respond to their reviews than those that ignore them!
When responding to a particular review, remember that your response is publicly visible to everyone, so try to be brief (and polite).
But how do you specifically respond to a review, be it positive or negative.
How to respond to a positive Google review
When it comes to positive reviews, you don't necessarily have to respond to every single one. But also, your guests will surely be glad to read your thank you note, because they took the time to write it after all.
It would be good to maintain a professional distance and refrain from trying to sell or advertise some additional service. If you have time, respond as precisely as possible to a thorough review, considering what is written.
But when this is not possible, you can use one of the following universal answers:
"Thank you, we hope to see you next year!"
"Thank you for sharing your experience."
"We are delighted that you had a pleasant experience!"
"Thank you for your trust; we are glad we met your expectations."
How to respond to a negative Google review
Let's be honest; none of us likes to receive criticism. Occasionally we suffer embarrassment if we need other people's feedback for our own personal or business growth. Still, for the most part, we would not mind hearing only praise.
The only thing that can be worse than receiving criticism is when it happens in a public place. It's hard to find a more public place than the Internet, so a negative review on Google can leave a bitter taste and cause fear for your business.
After all, you have no idea who will see it all and how much power it can have!
The effect of negative reviews can be mitigated by carefully responding to them, so definitely don't ignore them.
When you find yourself at the keyboard, ready to write your answer, follow these guidelines:
1. You respond to one guest, but you write for everyone
Don't forget that the reaction to a bad review will be read by many others who are interested in your boat rental services. Your goal should be to help the unsatisfied guest and provide your side of the story and context.
When potential guests see how you took the time to respond meaningfully and politely to dissatisfaction with the service, they will conclude that a positive guest experience is vital to you, which will undoubtedly work in your favour.
2. Respond to a negative review as soon as possible
We know how unpleasant and mentally demanding it is, but you should respond to a negative review as soon as possible to calm the situation and prevent negative emotions from heating up.
It is best to respond within 24 hours, and an added benefit is that a quick reaction prevents future potential negative reviews since people usually tend to avoid public conflict that leaves a written mark.
3. Be short and clear
Long answers can give too much importance to a negative customer experience, so say what you want as briefly and clearly as possible. Be honest, empathetic and refrain from encouraging further discussion if it is unnecessary.
4. Don't take criticism personally
Suppose you are the owner of a charter company. In that case, it is difficult not to take criticism personally and as a direct attack on yourself and your way of doing business. It is by no means that, and bad and aggressive reactions are by no means an appropriate response, regardless of who is right or how harshly written the review is.
Always be aware that your answer will be read by thousands of interested guests, so keep a cool head and professionalism for their sake.
5. Take responsibility
Take responsibility for your customers' dissatisfaction and focus on what you can do to reduce it. However, make sure it is only in cases that are caused by actions on your part. When guests complain about something specific, research the issue before responding and be honest if there was a mistake. Apologize and explain your steps to correct it as soon as possible.
Responding to Google reviews shows your guests that you are a serious and professional yacht charter company that cares about their satisfaction. Although it would be ideal to constantly receive positive reactions, even the best charters occasionally encounter dissatisfied guests.
Fortunately, such situations can also be used to your advantage and serve as a learning base. So continue (or start) encouraging guests to leave their opinions and be prepared to respond calmly, whatever they end up being!
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