How to Use Checkfront to Get Better Online Reviews

by Taylor Odgers

You’ve probably received countless amounts of thanks and praise from your customers in-person. But how many times has that translated into positive online reviews?

Just because someone tells you they enjoyed your tour doesn’t guarantee they’ll leave a review. For most people, the experience ends when they leave your location. They’re onto their next adventure… or lost in an Uber trying to find their way to the hotel.

If you want them to take further action, you have to stay top of mind. The best way to do this is to send a follow-up email.

Checkfront makes it easy for you to instantly send or schedule follow-up emails triggered by a guest’s booking date so you can ask for feedback and remind guests to leave you a review.

How to setup Checkfront follow up emails to get better reviews

Timeline: One day later

A word of caution. While automation makes life much easier, people don’t like it when it feels like they’re interacting with robots. Resist the urge to have the follow-up email triggered immediately after payment. They’ll either know it’s an automated email or think you’re sending them a digital receipt. Either way, they’re less likely to open it.

A more natural approach is to send an email a day after their visit. The happy memories will still be fresh in their minds, and they’ll have safely gotten back to their hotel.

To do this in Checkfront, create a notification email to be sent on paid status one day after booking start date.

The subject line can be something like, {$CUSTOMER_NAME}, thanks for your visit!

Your emails should always provide value to your guests, especially when you’re asking for something in return. The main purpose of your first follow up email should be to let guests know that you appreciate their business. A little thank you can go a long way in building a connection.

Then you can ask guests if they have any feedback from the tour and remind them that you are on TripAdvisor. Make it easy for them to leave a review and include a direct a link to your profile.

If you’d prefer them to leave a review on a different site such as your Google Business Page, Facebook Page or Yelp you can substitute that account instead. But it’s best to only ask for a review on one account at a time.

Be human in the interaction. Let them know how a positive review can go a long way in helping your business.

Automating follow up emails makes your life easier, but you can’t just set it and forget it. The goal of your follow up email is to engage in two-way communication. If you get a positive review, send them a quick note back to thank them.

If you receive a negative review, don’t feel like you’ve failed. Remember all feedback is useful, even if it is negative. Consider if there is an area where you could improve your experience. Then send them a note thanking them for bringing it to your attention.

If it was a fluke mistake, take ownership and give customers advice on how to make the experience better for both of you in the future. In some cases, being prompt when responding to negative feedback can prevent guests from leaving a bad review on TripAdvisor.

Timeline: 30 days later

If you don’t get an immediate response from your follow up emails, don’t worry.

Think about your inbox. How many times have you meant to respond to an email but then got caught up doing something else?

Travelers are always on the go. They’re constantly in and out of service. Most of them are focused more on their experience than being on their phone (or at least they should be).

So it doesn’t hurt to send a second follow-up email a month later.

By then they’ll most likely be back at home to work and responsibilities, wishing they could relive their amazing vacation. It’s the perfect time to reconnect!

To do this in Checkfront, create a workflow for an email to be sent on paid status one month after booking start date.

The subject line can be something like {$CUSTOMER_NAME}, it’s our one month anniversary!

To make the interaction feel human, begin the email acknowledging that it’s been awhile since their visit. Then give them something of value to make them happy they opened the email. This can be something as simple as reminding them to check your Facebook page for photos you took of them during the tour.

Then again remind them that you have TripAdvisor, link them to your account and let them know how much a positive review would mean to you. Or if they’ve already left a review on TripAdvisor, let them know a review on one of your other profiles would also be appreciated.

Remember to always be responsive and gracious for any feedback you receive.

If you want to go one step further, you could even provide them with a one-time coupon for a discount on their next visit. This helps build customer loyalty. Even if they never come back to your city, they could pass it along to friends who are headed your way, and the cycle repeats itself.

Email is a powerful tool for your business is used properly. Here are a couple of things you can do to improve the performance of your emails.

Personalize when possible: people are 22% more likely to open an email with their first name in the subject line.

Improve emails with Mailchimp: Checkfront integrates easily with MailChimp so you can create personalized templates and track all your email analytics.

Use Gift Certificates to Track Vouchers: Checkfront’s Gift Certificates add-on makes it easy for you to track and process discounts you send guests via email.

Are you ready to get better online reviews? Login to your account to get started crafting your email or sign up for a free 21 day trial with Checkfront.