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Unlock Digital Marketing Without Losing Your Personal Touch

Unlock Digital Marketing Without Losing Your Personal Touch

Are your negative reviews earning you kudo’s?

15 Tips for turning Customer Feedback into Gold!

We hope that you only receive glowing accolades and fabulous online reviews but chances are there are one or two grumpy ones that creep in from time to time.

Your hard earned Brand reputation plus applicable consumer protection legislation demands that you suck it up and deal with it!

Although your first objective must be to resolve all issues before the guest leaves the premises; the reality is that some slip through the cracks and go unnoticed or are not reported. It is likely that you will hear from these via a third party platform and although it may feel like gout after holiday excesses, it’s not all doom and gloom.

I have leveraged enormous value from ‘working’ reviews and actually believe most guests complain because they ‘care’ and are giving you a valuable opportunity to “Fix It”. My belief is substantiated by an emarketer.com article quoting a November 2014 study (more)  which reveals that “62% of Consumers (respondents) don’t write online reviews to release anger.

Instead, the top reason was “to help others make better purchasing decisions.”  Interestingly around 25% of respondents wanted to let others know about their own good experience and to help ‘suppliers’ get good business.

So, you see it really is worth the effort to encourage guest reviews during or following their experience (Enter FREE Wi-Fi…but that’s a separate topic on it’s own!). Try to guide guests to where you want them to ‘talk’ about you so that you can easily navigate these treacherous waters.  Give them a link to your preferred platform e.g. Trip Advisor, Facebook page, your feedback form; automated feedback CRM, etc.  What other methods do you use?  Tell us more in the Comments below.

You hopefully agree that is crazy to ignore what is shared about your business online and therefore it is wise to keep an eye on popular travel review platforms. Most of you will have local forums that you need to check. 

MY TIP:  Set up Google Alerts for your Brand, Location and Competitors. (This is also a great source of content for Social Media newsy posts).

The point is, the internet is a unrestricted and has the craziest ‘reach’ making the overriding reason for responding to ALL ( negative and positive) critical to building and preserving your Brand’s reputation.

If you need more reason to pay attention, yet another study conducted by PhoCusWright on behalf of Trip Advisor, revealed that more than half (53%) of their respondents stated that they don’t book a hotel that does not have any reviews on the site.

Plus, they pay close attention to how you respond on behalf of the business.

The e-marketer article also says that about 25% of the sample group wanted to warn others and expose bad service but we all know that it is impossible to please humans, by their very definition, all of the time; making negative reviews inevitable.  It is also quite natural for owners and management to take negative feedback personally and makes them eager to defend their business and staff.

For this reason we recommend that a trusted member of the team, who is not as vested emotionally, is empowered to handle the guest feedback job on a day-to-day basis. But, Beware please! To protect your Brand you must set a clear and consistent policy for commenting and responding to comments; specify the tone, acceptable compensation, chain of command for escalating complaints etc. and you must stay informed to avoid anything spiralling out of control.

15 Tips for putting a Guest Feedback policy in place

1. Don’t delay – deal with all feedback promptly
2. Never take a comment personally
3. Show you are listening and care about solving the problem
4. Acknowledge and thank them for the feedback
5. Don’t reveal guest names or any personal guest information.
6. Never blame or imply that the responder created the negative situation
7. Don’t use an emotional tone
8. Be professional and respond in a balanced and appropriate way
9. Use a personality and tone that is consistent with your Brand
10. Keep it brief
11. Take the complaint offline as soon as possible by TELLING them to deal directly the appropriate management and where to direct a detailed report.
12. Some may complain online after you have dealt with the situation so, let everyone know.. “As you are aware, your feedback has been escalated and is being handled by management. Any unresolved issues should be referred there.”
13. Viewing reviews in the same way as a guest survey info is very handy. Read between the lines to understand what is really being said; which strengths and weaknesses are highlighted and identify useful tips to improve the guest experience
14. Share positive as well as negative reports with your team and link to employee development.
15. Update your CRM by noting comments on booking channel and guest profiles for future reference.


Is your Trip Advisor profile set up properly and up to date? Send us a Link to check it for you. 

trip advisor travellers choice 2012

Decide to Drive 2024, Instead of Being Driven

Embark on a journey to elevate your digital marketing game with a personal touch that sets you apart in the bustling online space.

Transitioning to digital marketing doesn’t mean abandoning the methods that have worked for you in the past.

 Instead, it’s about expanding your toolkit.

Unlock Digital Marketing Without Losing Your Personal Touch offers you a unique opportunity to Decide to Drive 2024, steering your business towards unprecedented success.

As you dive into our specially curated workshops, you’ll discover the power of intention, the magic of precise customer targeting, and the art of crafting content that resonates.

Get ready to transform your approach, connect with a community of like-minded go-getters, and master the strategies that will amplify your voice and propel your brand into the spotlight.

Let’s turn your digital marketing dreams into tangible triumphs together!

Part 1: Intentional Goal Setting to Embrace Digital Marketing in 2024

Intentional Digital Marketing Goal Setting

Welcome to the 1st   Foudnational Sep in a transformative journey that will redefine how you approach success.

LESSON 1 Duration: 5 min 10 sec. 

Get in the zone with Motivational Quotes  

LESSON 2 Duration: 7 min  

INTRODUCTION to why you need to get INTENTIONAL to set Digital Marketing Goals and succeed in 2024

LESSON 3 Duration: 9 min 

Get Intentional about Your Best Year Yet!

DOWNLOAD  Worksheet

LESSON 3 Duration:  11 min    

Digital Marketing Goal Setting Made Simple:  Learn How

DOWNLOAD SMART Goals Worksheet

Part 2: Niche Marketing Mastery

What’s Next on Your Journey to Embracing Digital Marketing?
Duration: 3 min 45 secs

who do you sell to? Niche focus

As you contemplate embracing digital marketing for 2024, consider the power of focusing on a niche.

We have demonstrated how the Marketing Goals you should have just set are inextricably linked to niche marketing and targeting ideal customer avatars or buyer personas.

Imagine a world where every marketing effort you make lands in the lap of the perfect client.

That’s the transformative power of identifying your ideal customer, a journey I’ve navigated with great success.

Yet, the leap from a broad-based to a niche-focused strategy can seem daunting.

How do you make this transition without losing the rich, personal touch that has been the bedrock of your real estate career?

This transformation means more than just staying afloat in a saturated market; it’s about thriving. It’s about reaching the right people, with the right message, at the right time.

And the result?

A business that operates with laser-focused efficiency and resonates deeply with each handshake—virtual or otherwise.

I’m here to guide you through this digital terrain, armed with experience and strategies that honour your traditional values.

Join me as we unlock the steps to identifying and captivating your buyer persona. Learn how these strategic shifts can create a ripple effect, leading to exponential growth over time.

Introducing the “Niche Avatar Focus” Short Series

I’ve created a **FREE quick hour-long short course** in 8 quick bite-size videos to help you understand how this is a game-changer for your marketing strategy.

**Note:** This FREE ACCESS is available for a limited time only!

This short series of videos is designed specifically for business owners and professionals like you, who have a wealth of experience and are ready to evolve.


  • **WHAT:** Avatars or Personas that help you talk directly to your ideal prospects.
  • **WHY:** The necessity of these personas for your business.
  • **HOW:** To research Demographics, Behaviours, and Psychographics that define what they want, where they want it, and when they want it!


online course identify your ideal customer avatar


Part 3: The Secret to Successful Content Marketing

Part 3 Unlocks AFTER you have Completed Part 2!


What is Content Marketing and Why do You Need it?

Content marketing is a strategic marketing approach focused on creating and distributing valuable, relevant, and consistent content to attract and engage a target audience.

The primary goal is to build a relationship with the audience, establish trust, and ultimately drive profitable customer action.

Content marketing involves creating various types of content, such as social media posts, articles, blogs, videos, infographics, and more, tailored to meet the needs and interests of the target audience.

By providing valuable information, business owner can position themselves as trusted experts in their industry and create brand awareness, ultimately driving customer loyalty and conversions.

The secret to content that captivates, and converts is on the horizon.

Stay tuned for the big reveal!

The Secret to Successful Content Marketing





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