Tuesday, July 29, 2014

Management Response - How To

(1:07) Last week I told you about a new feature available to ActiveCaptain Sponsors called Management Response. I also told you I would provide instructions about how to use this capability this week but several of you beat me to the punch and figured it out on your own! I think it's a good sign that it's easy to use. However, I still want to make sure every Sponsor knows how to access it as well as offer some more tips.

(0:57) If you go to your ActiveCaptain Sponsor page you will notice a new section on the right-hand side. It is beneath the section for updating your pricing and above the Resources section. It's titled, "Reviews."

(0:52) This new section is a summary of your ActiveCaptain reviews. It lists the total number of reviews you have, the number of Management Responses you have entered, your average stars rating to one (1) decimal point, and if you don't yet qualify for 1st Choice, how many 5 star reviews you need to qualify. Beneath that is a button, "List Reviews."

(0:44) Selecting that button will take you to your Review List which lists every review your marina has received in chronological order starting with the most recent. Included will be the review title and date, the captain name, homeport, captain number of points, and the review text. Beneath that will be your Management Response for that review, if applicable, or it will show, "No response" if you have not entered one.

(0:36) Click on the "Respond" button if you wish to write a response to that review. This will take you to the "Respond to a Review" page. It will show the review information listed above and provide a text field where you can enter your Management Response. Select "Submit" when you are done. This will take you back to your Review List and will display your response beneath the original review. You can change your response by selecting the "Edit Response" button.

(0:27) Please note that when you enter a Management Response, an ActiveCaptain message is sent to the reviewer to notify him that you have responded to the review. The next time the boater logs into ActiveCaptain, a message notification will appear. If the boater has selected to have messages sent to his inbox then an email will be sent as well. The same thing will happen if you edit your response.

(0:18) So bear in mind that each time you touch your Management Response, the boater will be notified. It's good practice to create your message in a word processor so that you can spell-check and edit it until you are pleased with the final product. Then, cut and paste it into the Management Response field.

(0:11) Remember, Management Response should be used sparingly and carefully. You should respond to every negative review and only occasionally to positive ones. Keep your response professional, brief, and positive. No one wins if you turn it into an argument. I'll be writing more over the rest of the summer about how best to use this powerful resource.

(0:02) And that's the marina minute.