GuestComment takes the conflict out of hotel guest conflict management
Conflict is extremenly awkward and uncomfortable. Being an introvert makes me avoid conflict. I’d rather go to the dentist for a filling than raise an issue with anyone.
What does conflict have to do with GuestComment and introverts? Let’s look at a couple of similar scenarios–without and with GuestComment.
Example without GuestComment:
Let’s say that I encounter the rudest hotel employee in the universe. Because I want to avoid confrontations, I’m not going to say anything to hotel management. When I get home, I’m going to let the world see what I thought of that situation by writing a TripAdvisor review. That’s when hotel management will learn about their rude employee.
Example with GuestComment:
Now, let’s look at that same scenario, but this time let’s add in a GuestComment kiosk at the hotel.
I’ll gladly enter my complaint about the rude hotel employee into GuestComment. I want hotel management to know. I want them to be able to rectify the situation. GuestComment eliminates any possible uncomfortable face-to-face confrontation. With GuestComment, the hotel manager will be notified of the situation. From there, the manager will be able to correct the issue and communicate back to me before I leave the property. Now, instead of writing a negative TripAdvisor review and telling all my friends about the rude employee, I’m more likely to write a positive review mentioning the caring management, etc.
From our previous post about hotel reviews, we shared these two powerful statistics:
- Leisure guests reported they were willing to pay a 20-percent premium for best-in-class issue resolution, while business guests reported they were willing to pay an 11-percent premium.
- Eight out of 10 leisure guests are influenced by well-handled issue resolution during a previous stay when rebooking.
In summary — I’m an introvert. I avoid confrontations. I stay in lots of hotels. I write TripAdvisor reviews. Dear hotels, please give me a channel to voice my concerns.