(1:00) You know it's important to focus on what happens before a customer leaves a review. Make sure you've set realistic expectations and that the experience exceeds those expectations. Provide a Wow factor. Ask for the review.
(0:54) But what you do afterwards can also have an impact on future reviews. This includes your reactions to updated reviews and new customer reviews. It is critical that you monitor your reviews and respond appropriately. Do not leave this important medium to chance.
(0:47) Every boater who leaves you a review should receive a response. Every boater.
(0:44) Responding to a positive review reinforces their good feelings making the boater more likely to return to your facility, tell others about the experience, and write future positive reviews. This in turn motivates other boaters to also write reviews. Who doesn't like to know they're being listened to?
(0:35) For maximum impact thank them in person if possible. It's not unusual for a boater to leave their review while still at your facility. The moment a review is written, we send you an email. By monitoring the reviews that come in, you can stop them on the dock or even stop by their boat. This type of personal interaction will have a huge impact. In fact, they often result in a gushing email to me.
(0:20) Respond to negative reviews to let them know you are always listening. Let everyone know you are interested in their experience. It's your chance to turn around a negative experience or at least get them to give you another try. But don't delay. The National Association of Retail Marketing Services 2010 study showed that 95% of unhappy customers will return if an issue is resolved quickly and efficiently.
(0:06) Let the boating community know you are listening. They will reward you with more reviews and more business.
(0:02) And that's the marina minute.