TripAdvisor It has become for hoteliers in one of the most important sources of online reputation Thank you to your 315 million unique users per month, more of 100 contributions per minute and a total of more than 200 million comments and opinions.
Spain is one of the most active countries in providing valuations at this site and although we can still find many managers and business owners hospitality who are reluctant to support this important, certainly has una enorme influencia en la toma de decisines de los clientes que acuden a los restaurantes.
TripAdvisor cuenta con opiniones sobre restaurantes en el 99% World countries. The quality of service, food, treatment facilities and staff, son the main aspects that users of this website often value con mayor frecuencia.
Thus, the question that every hotelier is usually done is: How do I get my scores increase TripAdvisor? ¿Cómo mejoro la clasificación de mi restaurante?
Here we share the 10 consejos más relevantes para mejorar las calificaciones en TripAdvisor.
Tips to improve our ratings on TripAdvisor
1.- Ofrece un servicio excelente a tus clientes
Two years ago, the company Echo Research He conducted A study for American Express con el objetivo de medir the impact that customer service has in the world of hotels and restaurants. The result was that almost 70% of respondents they were willing to pay a little more for excellent service. The average increase in spending was just over 10% although in certain cases, customers were willing to pay even up to 33% plus.
This reveals that la rentabilidad y la sostenibilidad de un restaurante están directamente relacionadas con la excelencia de su servicio, y en consecuencia tendremos que considerarlo como el factor más importante para obtener buenas valoraciones en TripAdvisor.
2.- Reinforces the brand image of your restaurant
How? Through decoration, Your cuisine, de acciones en redes sociales o Internet, positioning your website, cuidando el packaging, etc. Todo ello conforma la imagen de tu restaurante and will be about what your customers THINK TripAdvisor. For that reason, debemos coordinarnos y tener coherencia en todas nuestras acciones, para no confundir a los clientes y que their complaints are reflected in our reputation online.
3.- Honesty promotes online
It is not promise anything you can not keep, We do not want customers to be disappointed with your business. Because each offer or promotion you're going to throw through the web or social networks, must be transparent and simple, so that customers understand it and do not feel cheated.
4.- Involve your staff, It is one of the main keys to improving
En este punto conviene recordar la frase de Stephen Covey, who said that "You can buy the work of one person, but you can not buy your heart. At the heart are his loyalty and enthusiasm. Heart and talent give it to whom they choose. Ser líder es una oportunidad”.
So your team will follow, You must see in you an implied leader, It is having things clear and it is there to support or assist anyone in need. If instead the staff perceives pasotismo, and despotism little involvement in management attitude, this feeling will transfer themselves, ofreciendo un trabajo realizado con el mínimo esfuerzo. This is one of the things that can upset a customer more and certainly a great motivator to leave a negative review. Watch out!
Involves all your staff and you really know that comments, críticas u opiniones que los clientes trasladan a Internet son vitales para el futuro del restaurante y de su trabajo. Promotes digital knowledge culture within your business and involves your whole team.
5.- It offers added value
Obtienen muy buenas valoraciones aquellos restaurants that cater to the needs of its customers. Esto se puede conseguir principlamente investing in innovation and implementation of new technologies in the various processes.
Once you have ensured the quality of our gastronomic offer and service, It is time to adapting the customer experience from the technological point of view. This will give us immediately an image of novelty and "be trendy" in customer perception, which will help us to substantially increase our positive assessments.
6.- Commitment to training your staff
The training and motivation of our staff será clave para que estos sean capaces de solucionar cualquier problema que suceda en el restaurante antes de que este se transforme en una crítica en un portal digital.
With a staff trained and involved in taking forward our restaurant and has all the necessary tools to carry out their work, TripAdvisor success is assured.
7.- Intenta mantener una actitud positiva en tu equipo
It is your employees greet customers with a wide grin on his face, as Professor Biosca says, Make a casting of smiles before hiring a new employee, and they are able to serve them, as if they were his family. For it, it is necessary to maintain a positive attitude at all times, que les permita desempeñar su labor con motivación y naturalidad.
When a worker is happy it note and moved to clients that is serving it and these move in the comments left on the portals of opinion, this is one of the keys to the digital traceability of opinions.
8.- Learn how to manage negative opinions
The attitude with which we face the negative reviews of any of our customers should always be the reflection, a opportunity to improve some of our restaurant is not liking or it is not working well.
What we must do then is analyze the comment, answer it as quickly as possible in human form, close and personal. No matter how negative it is, try to draw some positive part and make the user noticing. If we made a mistake, it is best to assume and report those changes we have implemented to not happen again.
9.- Listen to your customers
The monitoring tools They will allow us to be aware of the online reputation of our restaurant. Customers will affect areas where we make operational improvements and service hone their expertise and make it more satisfactory.
Realizar una escucha activa permite saber que se debe corregir en lo offline, and that is the shortest way to improve the online.
10.- Fomenta que los clientes dejen sus reviews
Ofreciendo Wi-Fi gratis en el restaurante y con los smartphones que prácticamente todo el mundo tiene, You can encourage customer participation. In the Tripadvisor website you have different promotional items to encourage customers to leave their comments, enters the section: “promotional tools for your business”.
How TripAdvisor algorithm works?
there are three factors that interact to determine the popularity ranking of a restaurant in this portal. Quality, today and quantity Comments are the variables that make your business has a good reputation online or not. We summarize the operation of the platform in three key:
- More reviews is better than fewer comments.
- The good reviews are more valid and are better than negative comments.
- Recent revisions have more weight than those criticisms while.
TripAdvisor importance of online reputation for your restaurant
According PhoCusWright a study prepared for the same portal Tripadvisor, more than one 80% users say they feel safer if check out the comments on this site are poured before going to a restaurant. further, almost all people who have been surveyed say they are satisfied with the comments found on this site.
The Reputation is a key element in the overall experience, offline y online, that today are demanding new customers to restaurants.
TripAdvisor is a portal that has been acquired over the years a gran relevancia y fiabilidad para los consumidores. For this reason it is very important that restaurants know how to take care of their reputation in this portal or similar.
Como tantas veces hemos insistido en este periódico digital nunca olvides que success in the online reputation of a restaurant always part of excellence offline. Do the simple things well and what we have always known how to do, es un punto de partida perfecto para mejorar en la clasificación de cualquier portal de opiniones en Internet…that easy!