Top Takeaways: - Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, customers are reading reviews online or on some industry forum before they decide to do business with you. - Customers look for recent reviews when researching your business. Studies have shown that reviews older than 3 months are considered irrelevant. - If you don’t follow up with your customers, don’t get their feedback and don’t ask for reviews, you are losing money. Not having any recent reviews (or any reviews at all) can hurt your business. - Studies have shown that 89% of users read the replies to reviews. This creates a huge opportunity for businesses. It is crucial to respond to all reviews, both positive and negative, because it shows that you care about your customers and their experience. - Create both a strategy and a budget for customer reviews. Monitor all platforms where your business has a presence and write a customized, personalized response to each and every review. - Make it easy for customers to leave you a review. If you don’t capture their feedback as they are leaving, send them a brief follow-up message within 24 hours of their experience with you and include a link to a short survey. - Don’t wait too long before requesting feedback from your customers. Otherwise, they may forget the details of their experience with you. - When sending a survey to a customer, make sure the survey is a short one! One minute in length is ideal. At the very least, the time it takes to fill out the survey should not exceed the length of their interaction with you! Quote: “We can’t impress everybody. We can’t make every single person happy. But we will try our best.” About: Rupesh Patel is an award-winning hotel owner, hospitality influencer and passionate entrepreneur. He hosts a weekly live hospitality show on LinkedIn and his website, smartguests.com, has helped more than 4,000 hotels improve their customer service. Learn more about your ad choices. Visit megaphone.fm/adchoices

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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