Are you staying on top of your online reviews?
Hello, I'm Michael. Please allow me to introduce myself.
I am a career hospitality executive working as a consultant for two casino/hotel operations. I have had experience as General Manager for upscale hotels around the country as well as serving as President of two state hotel associations. Additionally, I have owned and operated three successful restaurants over the course of 17 years. I know the hospitality business!
One truth that I have learned as a business owner and manager is that without fail, extraordinarily successful companies are those that recognize and appreciate the value of every single customer.
Let me assure you that customers who post online reviews, good or bad, want to be heard. They want to say something to you and to anyone else who is looking at your business. It is crucial that you be out in front of these reviews by responding to them in a professional and timely manner.
Monitoring and responding to online comments must be done promptly to be effective and that requires a dedicated effort. Most of us, as operators, are so busy dealing with the challenges of running our business that we simply can’t find the time.
When a new customer wants information about your business, what do they do? They Google it.
Today, 90% of all searches are made using the Google search engine. I help businesses by professionally responding to their Google reviews, turning vocal customers into brand ambassadors.
Your guests’ testimonials and how you reply to them will no doubt make a substantial impact on your bottom line.
Nine out of ten customers say that online reviews influenced their purchase decisions. And as many as 94% of those have said they avoided a business because of negative reviews.
I have personally answered thousands of online reviews for my restaurants and casino/hotels. Let me help you make their impact on your business a positive one!
Sample Response - Positive and Neutral Reviews
Positive or neutral reviews will receive an acknowledgement, thank you, and invitation to return. My response is published on your business listing immediately after I submit it, and an email notification is sent to the customer approximately 5 minutes later. A positive review posted without comments will not be answered.
You will be able to read my reply online for each review.
All of my responses will be personalized with the customer’s name, if provided, and individually worded as opposed to a cookie cutter template.
Sample Response - Negative Reviews
Negative reviews that are posted with accompanying details will receive an acknowledgement, apology, and request for contact directed to the email of your choice. The response will be personalized and unique to the circumstances of the complaint. I will not make any offer of refund or compensation. I will also email a copy of the complaint and my response to your attention when contact is requested. A negative review posted without comments will not be answered.
My response is published on your business listing immediately after I submit it, and an email notification is sent to the customer approximately 5 minutes later. You will be able to read my reply online for each review.
How your business handles any further correspondence received directly from this customer will be left up to you. You will however, be able to reply to them off-line rather than on the public Google review platform.
Monthly Fee
For a limited number of clients, I am offering to provide timely, personalized on-line responses to your Google reviews for a nominal monthly fee of as little as $200* per business location. There is no long-term commitment, and you may cancel at any time.
You will maintain control of your Google business listing at all times. You will be able to monitor all reviews and my responses as they appear. And at any time should you wish to terminate our relationship you will be able to immediately remove my access to your listing.
So how do we begin?
We can start quickly as it is a pretty straightforward process.
Once you engage my services, you will need to give me authorization to respond to your reviews by signing in to your Google business account. I will not have any access to your PMS, website, Facebook account or any other web service.
I only monitor your Google business listing for newly posted reviews and promptly respond to them. I can send you the simple, step-by-step instructions.
