Tag Archives: participate

Managing Your B&B Reputation

Managing Your B&B Reputation

Managing your B&B reputation is more important than ever in this fast-paced world of easily accessed online information. Whether bed and breakfast innkeepers monitor it or not, people are talking about their inns. Do you know what others are saying about your bed and breakfast?  Do you look at reviews written by your previous guests? Conversation goes on whether or not you participate in it.  You can’t afford not to know what is being said about you and your inn!

According to Trip Advisor, 93% of people find reviews important when determining where they want to stay.  This is why receiving positive feedback from satisfied guests is so critical.  Every effort should be made to reduce negative reviews and improve the reputation and appeal of your place of lodging.

Online reputation management means monitoring and influencing the image of your property throughout the internet.  Places of hospitality should focus on review sites, social media, and search engine results.  People from all backgrounds and all over the world use the internet for online travel research before booking their accommodations.

B&B Reputation Management Tips:

  • Monitor all feedback avenues regularly
  • Spend most of your time listening and paying attention
  • Read everything travelers are saying about your B&B on OTAs & review sites
  • Set up a Google Alert for the name of your B&B and other relevant keywords
  • Communicate why people should recommend your brand vs. your competitors
  • Know what messages about your brand you want guests to share
  • Provide plenty of opportunities for guest feedback during their stay
  • Answer all questions in a timely manner
  • Respond with an open mind to comments
  • Engage with sincerity and authenticity
  • Take all precautions to prevent negative events from occurring

Owning a hospitality business means you need to actively protect your image.  In the event that your reputation management escalates to crisis management, ignoring negative guest comments does not make them go away.

Actions To Protect Your Hospitality Brand:

  • Identify the naysayers and respond promptly
  • Make the appropriate apologies and explanations
  • Seek to positively solve their problem
  • Isolate them so the conversation becomes more personal, but far less public
  • Talk in a one-on-one private discussion to find the solution to their problem
  • For every zealot trying to hurt you, your loyal guests are ready to defend you
  • Consumers will generally “shout down” detractors who are way off base
  • Reputation terrorists often base their arguments on feelings vs. facts
  • Have an escalation plan in place for excessive bashing in multiple forums
  • Pick your battles and tactfully respond to criticism
  • Always take the high road

Gathering a lot of mostly positive feedback will increase your visibility because guest reviews will be distributed efficiently on social media as well as booking platforms. At the same time, you can avoid high provision fees by getting people to use your website and your booking engine.  A high rating means your reputation is on a good level, automatically driving demand for your B&B and creating more revenue for you and your employees.

The key is to be attentive and responsive to guests in person, on the phone with callers, and online with those asking questions or making comments.  If you do not have a blog already, considering adding one so that people can get to know the details about you, your inn, and your local area. 

Managing your B&B reputation is critical to the success of your bed and breakfast.  Our elite reputation management service tracks comments on review sites (like TripAdvisor and Yelp), gives you tips to encourage more positive guest reviews, and we prevent (and defuse) reputation crises so you maintain your reputation for superior hospitality. Contact Bed and Breakfast Blogging if you would like to know more about it! 

Image by Marcus Berg of Unique Angles Photography

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Visual Storytelling: Tumblr

visual storytelling tumblr

 

We have been promoting the book The Power of Visual Storytelling: How to Use Visuals, Videos, and Social Media to Market Your Brand by Ekaterina Walter and Jessica Gioglio. This particular blog post will give a sneak peak into the authors comments about Tumblr.

 

For those not familiar with it, Tumblr is a social media channel that allows users to quickly reblog posts (texts, images, links, quotes, music, or videos) by others. Recently, Yahoo! purchased Tumblr for $1.1 billion. Tumblr is for quick visual inspiration and consumer lust. Users can only add comments if they reblog your post.

Tumblr Statistics:

  • 50% of posts on Tumblr are photos
  • Total unique worldwide visitors are more than 117 million
  • 52% of Tumblr visitors are male
  • 46.5% of Tumblr visitors are 18-34 years old
  • 35.2% of Tumblr visitors have a household income of greater than $100,000 per year
  • The average users spends 1 hr. 38 min. of time each month on the website doing nothing, but consuming content
  • The average Tumbler visit lasts 34 minutes

Tumblr Strategies:

  • Follow other Tumblr users and reblog relevant content
  • Post, promote, and participate in the Tumblr community
  • Let pictures tell the story on your Tumblr account, with text being secondary
  • The best time to post is between 7-10 pm EST on Monday through Thursday and anytime on Sunday
  • Use relevant tags so that your images show up in searches
  • Reblog plenty of content from other users
  • Keep a focus on your goals and repost only what is relevant to your message
  • Have a strategy and calendar to keep a steady stream of quality content
  • Keep a good mix of product info, lifestyle posts, and other content to not appear overly commercial
  • Combine visual, text, quotes, audio, and video in your feed
  • Stay consistent with tags and use a handful of “official” tags
  • Keep content fresh and post often
  • View analytics to see what sort of posts drive the most traffic, but still post a variety
  • Spend some time getting to know that platform and the kinds of content that people post

A Tumblr blog can be incorporated directly into a corporate website, which is great for search engine ranking. Businesses can use Tumblr as an overview of what is on their website.

Affiliate Disclaimer: The link to the book is is an affiliate link. If you click and make a purchase I will earn a commission from Amazon.  I only recommend what I know and love.

Image by Marcus Berg of Unique Angles Photography

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The Art of Social Selling

the art of social selling

 

I highly recommend Shannon Belew’s book called The Art of Social Selling: Finding and Engaging Customers on Twitter, Facebook, Linked In, and Other Social Networks. Belew says the power has shifted from the brand to the consumer.  Marketing has become a two-way conversation with the customer. The art of social selling is based entirely on your ability to build relationships.

 

Did you know that over one BILLION people are active on social networks? Thus, it is extremely important that you know where your customers are hanging out.

Shannon Belew defines “social selling” as the identification, targeting, and reaching out to prospective and existing customers through social media channels and social communities in an effort to engage them in conversations that result in a potentially mutually beneficial relationship.  This means being more social (listening and conversing about the customer’s needs) and less traditional selling.  The heart of social selling is relationship building.

This book reveals Belew’s ten most important rules for online social interactions:

1) Be genuine: your social networking persona should be an extension of your real persona

2) Listen, listen, listen: to truly hear what the customer is saying so you can present a viable solution you must find and monitor conversations that relate to your prospective customer’s needs, concerns, and interests with the goal of remaining relevant to your customers

3) Be responsive: to customer-related complaints and concerns voiced across social media channels

4) Follow the leader: follow group guidelines, watch how members participate and interact with one another

5) Tailor the conversation: find common ground and share information relevant to your audience

6) Be helpful: offer educational opportunities, general support, and even inspiration

7) Identify the enter and exit signs: know if it is polite to enter the online interaction and make sure to exit gracefully

8) Maintain separation of professional and personal: make sure what you share is suitable for both audiences

9) Be consistent: give people a clear expectation of who you are and what your area of expertise is

10) Admit when you are wrong: be willing to apologize, it is a sign of strength and goodwill

Shannon Belew’s concept of “unselling:

  • Unselling is a process that occurs over time
  • Requires consistent interaction with your prospects via social media
  • This establishes your credibility as a good resource
  • Identify and interact with industry influencers
  • Be a thought leader to build social influence
  • Embrace consultative sales in which you are developing conversations that educate and assist the prospect through the buying process
  • This opens the door to an increased amount of sharing
  • This increases the comfort level of prospects as well as puts you in the role of expert

Belew talks about word of mouth marketing.  Social shoppers are not only influenced by their friends and family, but by perfect strangers, too.  Encourage your happy and satisfied customers to provide online testimonials.  Include your links on thank-you pages and emails. Respond to negative reviews quickly.  Thank customers publicly for their positive reviews.

In this book, Shannon Belew cites a Technorati Report that stated that blogs are the third-most influential digital or online resource and the fifth most trusted resource on the internet.  Blogs are great for sharing on social media.  Plus, points made in a blog post can be posted or tweeted on social media.  Later in the book, Belew gives specific tips about using each of the major social media channels.  This is an incredible resource for business owners.

Affiliate Disclaimer: The link to the book is an affiliate link. If you click and make a purchase I will earn a commission from Amazon.  I only recommend what I know and love.

Image by Marcus Berg of Unique Angles Photography

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Murder Mysteries

murder mysteries

 

 

Do you know that you could host murder mysteries at your bed and breakfast?  Not real ones of course!  Many bed and breakfasts invite guests to participate in a who-did-it type murder mystery.

 

 

The variety of murder mystery options include any of the following:

  • Using written kits with script booklets.
  • Assigning roles ahead of time and providing each guest with lines.
  • Some of the murders occur in previous eras such as the 1920’s.
  • Providing wardrobe options including outfits, hats, and scarves. 
  • Hosting a meal during the mystery.
  • Having participants look for clues in pairs.  
  • Encouraging guests to take pictures to prove their alibis.
  • Having your staff act as characters in the mystery. 
  • Spreading the scenes of the mystery out over the weekend.
  • Solving the mystery in one evening.

Advise your guests:

  • Arrive in plenty of time to settle in and participate.
  • If applicable, to bring their scripts.
  • They can bring clothes and props for their roles (if they know it ahead of time).
  • Inspire your guests to question or point to others with motive and opportunity.
  • Assure your guests that you will not let them fall out of character.

You can market your murder mysteries on your website, in your blog, on social media, and through your associations.  Some bed and breakfast owners even offer a promotion code for guests to get a discount on their room. Your bed and breakfast does not necessarily have to be historic or haunted in order to offer this type of event.  The bottom line is that your guests thoroughly enjoy themselves in the process of solving the murder mystery!

 

Image by Marcus Berg of Unique Angles Photography

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