Objective:
To maintain the company's reputation and protect revenue through the proficient handling of review requests and removals on platforms such as Trustpilot, Yelp, Google, and BBB. This includes financial considerations, particularly in attracting potential owners or partners.
Process Steps:
- Identifying Cases:
- Identify challenging cases where guest satisfaction is compromised or negative reviews are posted on external platforms.
- Evaluate the impact of negative reviews on the company's reputation and revenue streams.
- Skillfully engage with challenging guests to address their concerns and rectify any inconveniences experienced.
- Encourage dissatisfied guests to leave positive reviews on review platforms like Yelp, Trustpilot, and Google to improve the company's reputation.
- Facilitate the removal of unfavorable reviews from platforms such as Yelp, Trustpilot, Google, and BBB.
- Request guests to leave positive reviews following the resolution of their issues.
- Utilize a dedicated Trello Board to monitor and track both boosted and removed reviews.
- Reward team members for successfully managing cases by:
- Effectively communicating with guests.
- Restoring trust and securing positive reviews.
- Achieving these results without incurring excessive financial costs.
- Incentives:
- $10 reward for each successfully handled case and for each boosted review.
- $50 reward for taking down a negative review and getting a positive one from the same guest.
- Track team performance and provide compensation monthly based on their contributions to boosting and removing reviews.
Conclusion:
This process ensures that the company's reputation is upheld, leading to sustained revenue streams. A structured approach and dedicated monitoring system are essential for achieving these objectives.
Process Flowchart:
- Identify Cases ➜ 2. Assess Impact ➜ 3. Engage Guests ➜ 4. Encourage Positive Reviews ➜ 5. Facilitate Review Removal ➜ 6. Monitor and Track ➜ 7. Reward Team Members ➜ 8. Monthly Compensation