Kristi Dement of Bed and Breakfast Blogging shares profitable tips in this blog for B&B innkeepers to wanting to grow their hospitality businesses. She also offers marketing services such as blogging, email marketing, social media marketing, and consulting. Her blog attracts businesses in the hospitality industry who would like to consistently attract more B&B guests, as well as book more private events, and offer additional packages, products, and services.
This what your Bed and Breakfast Blogging Blog Ad will look like to visitors! Of course you will want to use keywords and ad targeting to get the most out of your ad campaign! So purchase an ad space today before there all gone!
notice: Total Ad Spaces Available: (2) ad spaces remaining of (2)
Review fraud is very real. Expert Curtis Boyd, Founder of Review Fraud Detection and Protection Software, from his company Objection.co, explains more about this in an interview with me.Hello Curtis, thank you for agreeing to let me interview you. You have an amazing story that I'd love to share with my audience. You explain it ... Read more The post How To Protect Your Business From Review Fraud appeared first on Bed and Breakfast...
Review fraud is very real. Expert Curtis Boyd, Founder of Review Fraud Detection and Protection Software, from his company Objection.co, explains more about this in an interview with me.
"My entrepreneur journey started when I was in Nursing School. I was my last semester, $30,000 in debt and was rotating through the ER. One of the cosmetic surgeons came into the ER to do a consult, he was in a terrible mood because a patient left him a terrible review that was really hurting his private practice. I told him that I might be able to remove it for him, he jokingly said he'd pay off my student loans if I did. I told him how much in Student Loans I had, and he said he'd probably lost more than that already in the week that the review had been up since it lost him 7-8 new consultations.
The next day I called his office and asked him if he was serious about his offer he made in the ER - he said he was. I spend the next 72 in research mode, flagging and disputing the bad review like crazy. I couldn't get it off, the review administrators were adamant, and I was really discouraged.
I ended up flying to San Francisco during the weekend and was cruising local coffee shops next to the headquarters of this review website to see if I could meet someone who might be able to help me. I ended up meeting a senior-level executive who formerly worked in the review removal department who gave me the lowdown. They provided detailed instructions on what to do any say in order to get the review removed.
With this advice, I flew back home and got to work. Within 48 hours I had the review removed, within another 48 hours I had a check for $30,000. That was the day I realized I could solve a problem for thousands of business owners and really make an impact in their life. That doctor was on the board of directors for the entire physician network, so within a week I had 500+ clients, a CPA and my own growing business. That was 6 years ago."
The doctor was very relieved. He went back to business as usual and he was the first customer I ever had that told me that he could sleep better at night knowing that he didn’t have to worry about fake reviews in the future. Most of our customers report the same, sleeping better at night which is why it’s one of our top feedback metrics.
Yelp, Google, TripAdvisor, AirBNB, Facebook
There are 3 types of review fraud that business owners can protect themselves from.
- Friendly Fraud - When customers lie in reviews because something didn’t go their way.
- Competitor Fraud - When competitors pay for fake negative reviews.
- Employee Fraud - When disgruntled ex-employees write reviews for your business
When it comes to fraud - it’s worth investing time and resources to dispute it. Removing 1 bad review has the same weight as getting 11 positive reviews.
Very common, we estimate over 50,000 fake reviews are being written each day, to hurt competing businesses. That number is only increasing.
It’s well researched that reviews have a direct relationship to revenue. Not only do you need to stay on top of it, you need to invest some time to manage it and optimize it.
Our software monitors reviews and provides notifications when new reviews are written, what makes us different is that we score reviews based on how legitimate they are.
- Legitimate reviews need to be responded to and addressed.
- Illegitimate reviews need to be disputed and removed.
Our software prepared evidence in a PDF that is sent over to administrators, automatically on your behalf. We also help businesses win-back upset customers and respond to legitimate reviews.
Be genuine and honest. People reading review responses are people who are thinking about purchasing, so you need to craft responses that provide maximum confidence in your business and brand. The response should be empathetic, and open-ended, meaning that you are inviting your unhappy customer to contact you or come back so that you can talk about how you can improve the situation. You should also include how much you care about customer satisfaction, the amount of customers you have served and your commitment to excellence. These things go a long way.
My best recommendation for improving your business and your Online Reputation, is to stop marketing and be remarkable. If you want the best reputation, then start by providing the best experience possible - and truly being remarkable.
Events to remember bring people together. In this post, we feature insights from Lee Richter's book, How To Create Events To Remember: Event Experts Share Their Success Secrets. Knowing what to do and knowing what to avoid are essential to the success of events. The key is to connect with your clients and build relationships ... Read more The post How To Create Successful Events To Remember appeared first on Bed and Breakfast...
Events to remember bring people together. In this post, we feature insights from Lee Richter's book, How To Create Events To Remember: Event Experts Share Their Success Secrets. Knowing what to do and knowing what to avoid are essential to the success of events. The key is to connect with your clients and build relationships with them. Therefore, successful events are experiences that create a good feeling for the people involved. While it "appears" effortless, you know a lot of work goes into it. Thus, it is that attention to detail that makes a big difference.
As a hospitality provider and/or events coordinator, is there a particular type of gathering that appeals to you more than others? Also, what types of events would appeal to your ideal guests?
In addition, there are also many different elements to hosting events to remember. Most importantly, the key is to make decisions that please your clients AND make the event meaningful for guests.
In her book, Lee Richter interviews several notable people within the events and hospitality industry. For instance, these are some of the common themes from their responses.
Without a doubt, the best way to gain new clients can be from referrals by your satisfied clients. This is also known as "word of mouth" marketing. Moreover, when your clients share their reviews online (on review sites and social media), their recommendations reach even more people.
In her LinkedIn profile, Author Lee Richter, identifies three elements needed for entrepreneurs to leave a lasting legacy.
Furthermore, as mentioned earlier, author Lee Richter recommends incorporating "Plan B's" into everything you do. Sometimes unexpected things happen. For example, one interviewee recalled that some kids were running in a reception hall. Unfortunately, the wedding cake ended up on the floor. As a last-minute solution, dozens of cupcakes from a local bakery were used instead. Thus, a potential disaster prevented!
Most importantly, respond quickly and appropriately. Make events "appear" to run smoothly even when things go wrong. That is the hallmark of creating successful events to remember. As a result, your guests will love you for it. Even better, they will recommend your services to their loved ones!
Would you like to host events (or more events) this year? I can help you identify your ideal audience based upon your local area and your ideal guests. This will also be based on your interests and experience. We'll put a marketing plan in place for you to earn this additional revenue. Contact Kristi Dement for a free (no-obligation) 20-minute phone consultation.
Showing your finest guest hospitality is essential to creating a positive guest experience. Monica Or, in her book Star Quality Experience: The Hotelier’s Guide to Creating Memorable Guest Journeys, states that you should want guests to be talking about you for all the right reasons. Guests trust reviews written by previous guests. Personalize your guest ... Read more The post 7 Proven Ways To Boost Your Guest Hospitality appeared first on Bed and Breakfast...
Showing your finest guest hospitality is essential to creating a positive guest experience. Monica Or, in her book Star Quality Experience: The Hotelier’s Guide to Creating Memorable Guest Journeys, states that you should want guests to be talking about you for all the right reasons. Guests trust reviews written by previous guests. Personalize your guest hospitality to ensure guests book, stay, come back, and recommend you to others.
Guest hospitality means making guests feel important. Giving them the experience they deserve. Get to know your guests. When guests arrive, ask they about why they choose to stay with you. When guests leave, ask them what they liked about their stay. Each contact they have with you provides an opportunity for them to form an opinion of you. Thus, every interaction with each guest matters. Your reputation for guest hospitality affects future visits.
Ms. Monica Or recommends that you make it easy for guests to find you. A major factor has to do with your websites.
Every response you provide to your guests (before, during, and after) helps to influence their perceptions of their visit. Do your guests receive an email confirmation after they book? This book recommends that innkeepers set up a guest profile.
Guest Profile (suggested information to note):
First impressions of your property include the need for:
The initial greeting in person is also important. Always a welcoming staff member to greet them and check them in when they enter your accommodations.
Show your guests that you understand their needs. Smile, give eye contact, listen, and make conversation. It’s very important to ask open-ended questions (questions that cannot be answered with a simple “yes” or “no). This way you learn more information that will help you serve your guests. A handwritten welcome note in their room is always a nice touch. Through observation, conversation, and paying attention to details, you can pick up on clues your guest leaves to make their stay more enjoyable.
It’s essential to personalize the experience for your guests. Record their likes and dislikes. Perhaps in your property management system or a guest file. Do they prefer a certain type of pillow? Do you know their favorite flowers? What about their reading preferences? Pay it forward with random acts of kindness to your guests. For example, if you notice your guest likes to solve crossword puzzles, perhaps leave a new crossword puzzle book in their room. Guests appreciate it when little details are noticed like that.
The best guests leave rave reviews about you for others to read. Take time, as they leave, to give them a fond farewell. Ask how their stay has been. Inquire if there is anything else you can do from them before they leave. Some accommodations give a small parting gift (a coffee mug, book, key ring, etc.). Make sure the bill is accurate before you hand it to them. Be sure to use the guests name during the check out process. Ask about their onward journey and if they need assistance with a taxi. Continue to engage on social media. Offer incentives (like a drawing to win a complimentary stay). Stay in touch and say thank you. Share current offers and promotions they would be interested in.
Keep your relationships with guests strong. It is a lot easier to encourage repeat visits than it is to get new guests. Send birthday greetings, anniversary wishes, and special occasion reminders. Perhaps invite them to an VIP exclusive party. Regularly share blog posts. Tag guests in social media. E-newsletters are another way to remind guests and potential guests about you. Consider offering a loyalty program that rewards your guests.
Welcome your guests back with open arms. Make them feel special for returning. Feature a guest compliments Wall of Fame in your lobby. Reward repeat visits and guest referrals. As you know, there are always additional ways to enhance your guests’ experiences.
Image by Marcus Berg of Unique Angles Photography
To delight your guests, hospitality providers must tell stories. Let’s focus on The Laws of Brand Storytelling: Win–and Keep–Your Customers’ Hearts and Minds, a book by Ekaterina Walter and Jessica Gioglio. According to the authors, branding is about extraordinary customer service. A brand is the sum of interactions (real and perceived) that a person has with ... Read more The post How To Surprise and Delight Your Guests appeared first on Bed and Breakfast...
To delight your guests, hospitality providers must tell stories. Let’s focus on The Laws of Brand Storytelling: Win–and Keep–Your Customers’ Hearts and Minds, a book by Ekaterina Walter and Jessica Gioglio.
According to the authors, branding is about extraordinary customer service. A brand is the sum of interactions (real and perceived) that a person has with a company across all touch points.
It’s vital for businesses to answer the following purpose questions:
It’s also critical to know what makes your company unique:
Walter and Gioglio state that social media is a 24/7 real-time focus group.
Provide potential guests with something useful while delivering your marketing messages.
Did you know that social media surpasses phone AND email as the FIRST place people turn to when they have an issue with a product or service? We must acknowledge complaints promptly. Be genuine in your apologies. Personalize your interactions wherever possible. Act on the complaint and resolve all issues.
In digital marketer Eric Tung’s tweet he asked, “Ever wonder if companies read those extra request boxes? @GrandHyattSD does! #CustomerService”. He was pleased when the Manchester Grand Hyatt in San Diego surprised him with a chocolate bar and a sketch of a pickle (per his unusual request).
The story gets even more interesting. He was “floored” when a different hotel chain all the way in Florida, aware of his experience in San Diego, left a surprise for him as well. Eric tweeted, “@ResidenceAmelia may have one-upped @GrandHyattSD. They left this in my room!”
The Residence Amelia responded on Twitter, “No one-upping here–we were just inspired by them! Always <3 seeing great hospitality provided. #differentlogosameteam.” The Residence Amelia’s reaction was appreciative of another company because they recognized their shared goal of providing great hospitality to their respective guests.
In the last chapter of their book on brand storytelling, Walter and Gioglio clearly explain to readers, “It’s not about you–it’s about THEM!” For that reason, create stories your audience can relate to. Moreover, make your customer the hero. Ultimately, be human in everything you do. Brand storytelling is an impression you create at every single touch point of the customer experience journey.
Top Image by Marcus Berg of Unique Angles Photography
Your greatest fans will grow your hospitality business. I highly recommend Pat Flynn's book Superfans: The Easy Way To Stand Out, Grow Your Tribe, and Build a Successful Business. He outlines three missions to turn your casual audience into an active audience, to connect with your active audience, and to turn your active audience into ... Read more The post How To Attract Your Greatest Fans appeared first on Bed and Breakfast...
Your greatest fans will grow your hospitality business. I highly recommend Pat Flynn's book Superfans: The Easy Way To Stand Out, Grow Your Tribe, and Build a Successful Business. He outlines three missions to turn your casual audience into an active audience, to connect with your active audience, and to turn your active audience into superfans.
The most important way to create superfans is to focus on enhancing your guests' experiences. First, identify and address the biggest challenges of your ideal guests. Next, determine how to connect with your audience and make them feel special.
Capture people's attention. Show them quickly how you can add value to their lives.
People become superfans because of how the person, product, or brand makes them feel. This requires creating magical moments for them over time.
First, your casual audience are the people who come to you randomly. This could be through online searching, social media, or word of mouth. Active audience members are your subscribers and followers. You need to connect with them in some way.
You must know exactly how your target audience describes their problems. Pay attention to what customers are saying. This gives you incredibly valuable information about what they need and how they describe their needs.
First, find conversations that are already happening online in forums, blogs, social media (e.g. Facebook groups and LinkedIn groups), and in the search engines.
Second, ask people to describe their biggest challenge related to a specific topic. They reach out those who respond with follow-up questions.
Third, have real-life conversations with your target audience. It is essential to stay connected to people in your audience. Learn how you can help them. Use the language they use.
Find five key phrases your audience uses to describe their challenges. Then write something and test the response you get from your audience.
When you're with someone you can relate to and you have something in common with them, you're more likely to have a good time. This explains why two complete strangers, who learn they share something in common, can have instant rapport with each other.
To break the ice with those who become your greatest fans, you must get comfortable sharing things about yourself and your life. Use your own voice and be authentic.
Share something your audience doesn't know about you. There will be people in your audience totally relate!
Paint a picture of what life will be like if your guests DO take action. If they do stay at your accommodations or book a private event with you. Conversely, share what life will be life if they DON'T take action.
First, it starts by identifying the problem you solve. Provide lots of detail. Know exactly what keeps your audience up at night. Share examples of transformations by quoting your satisfied guests. This is incredibly powerful. Use testimonials from previous guests.
Author Pat Flynn states that the handshake may be the closest things humans have to a universal greeting. If you're in person, smile. When appropriate reach out to shake hands with guests.
Another rule of thumb is to respond to each person who leaves a comment on your blog or in social media. Reach out to everyone who takes the time to personally email or message you. When you give people extra unexpected attention, you're going to be appreciated.
People want to feel like they belong. Engage with them by asking relevant questions. People also love to vote, participate, and get involved. That's why polls are so popular. This will also give you more insight about your audience.
Create a challenge for your audience. What activity related to your brand will bring people together? Perhaps you have a photo challenge based on a theme related to your inn. For example, Blue Mountain Bed and Breakfast in Missoula, Montana, had a Facebook contest to submit a picture of something blue in nature (since blue is part of their name).
The prize was a free overnight stay for 2 at their inn (with a delicious breakfast in the morning)! That winner continues to tag them in photos on social media. A win-win for sure!
Share behind the scenes. When people see how things are made, they feel great about your business and its effort to uphold high standards. Share a picture of from your kitchen of your team making muffins or baking cookies. Make their mouths water!
By giving your audience some "inside knowledge" they feel closer to your company. You're making your audience feel special. This connects them to your brand. Sharing more of who you are and what your hospitality business does goes a long way toward connecting with your audience.
The book also recommends giving your community a name. For example, fans of Star Trek are called "Trekkies." Make the name catchy and memorable. Be original enough that it will not get confused with other names. You could even "crowdsource" your decision with an online poll! When the name sticks, offer swag that shows it off (like t-shirts, coffee mugs, and tote bags). Make sure it is something you really want people saying all the time, because they will!
When you go above and beyond for your guests, they will remember. They will return again and again. They may also refer your accommodations to their friends. According to the book, it's as simple as remembering who people are and making your interactions with them about them (not you). If you see or hear something they like, make a note of it for future reference.
Offer your biggest fans access to something other guests do not receive. For example, perhaps you host an exclusive invitation-only dinner. Another idea is to share "inside information" only with your e-newsletter subscribers and/or social media followers.
The key to creating superfans is enhancing the guest experience, being easy to relate to, and helping guests feel like they belong. Your superfans will spread the word that you're a place that offers excellent hospitality and luxurious accommodations. They will be your greatest fans.
Innkeepers wear a lot of hats--including chef hats! If you recognize the value of blogging, email marketing, and social media, but have little time (or desire) to do these activities, please contact Kristi Dement of Bed and Breakfast Blogging. We can put together a solid marketing plan based on attracting your specific target audience. You're welcome to have a free (no-obligation) conversation with me about your business.
Image by Marcus Berg of Unique Angles Photography
Loyal fans return again and again to see the people and places they love. This post features the book Fanocracy: Turning Fans into Customers and Customers into Fans by David Meerman Scott and Reiko Scott. The authors argue that business success comes from creating fans of your business. Moreover, creating fans means building personal relationships ... Read more The post How To Be An Irresistible Brand With Loyal Fans appeared first on Bed and Breakfast...
Loyal fans return again and again to see the people and places they love. This post features the book Fanocracy: Turning Fans into Customers and Customers into Fans by David Meerman Scott and Reiko Scott. The authors argue that business success comes from creating fans of your business. Moreover, creating fans means building personal relationships with your customers.
"To be successful in a world where fans rule, we must be convinced that relationships with customers are more important than the products or services we sell to them."
The way we do that, is by taking a genuine interest in the things our customers love. Anticipating their needs and wants.
Face-to-face interactions (being within close proximity) increases the likelihood of building relationships with others. In fact, according to the authors, participants in book clubs often enjoy one another's company more than the books they discuss.
When someone asks to take a "selfie" with you, this allows you to become closer in proximity.
"Fans share their experiences because they're motivated, inspired, and excited."
When you love on your fans, they will love you back. They will become loyal fans.
"When brands design to understand their customer, to solve their problems, to meet their needs, to delight them on every front they can within reason, then the outcome will almost invariably be customer loyalty and advocacy."
According to the authors, people are going to talk about your business no matter what. That is the hyper-connected world we live in. In hospitality, that is why potential guests read reviews from past guests.
"When we give to others rather than take, we develop a fanocracy."
Giving unexpected gifts is just one way to wow your guests. Gifts build fans and result in people sharing on social media and in person to their friends. Those gifts are often so unexpected that we can't help but talk about it with others. You receive high praise from your loyal fans.
"When someone takes ownership of a brand they love, it becomes part of their identity."
Brands can be powerful ways of identifying ourselves to others. People care about expressing themselves as individuals. They can take a popular product and somehow make it their own.
When customers have the chance to establish an emotion bond with others as a result of doing business with you, it sticks. They feel compelled to experience it again and tell others about the fantastic experience you gave them.
Being shown what's behind the scenes makes the experience more memorable. Giving people an opportunity to experience what most people don't see is good business.
"Treating your fans as part of the family leads to your fanocracy."
That is the power of providing guests with memorable experiences that last a lifetime.
"Fanocracy brings like-minded people together to celebrate what they love."
A great way to create love for what you do is to figure out ways to let guests into your world. Allow them to create their own experience or be an important part of what you do.
Successful businesses understand their customers and the problems they face. Moreover, they know how what they offer helps solve their problems.
We all have passion inside each of us. What ignites that passion is different for each one of us. Your relationship with your guests starts with your curiosity about them. Listening to their stories can make all the difference. You develop loyal fans.
"Building trust is an essential ingredient in creating a fanocracy."
When you engage with fans, you should always tell the truth. They deserve to know what's happening. Be clear and specific. Maintaining transparency is key to building your relationship. They will honor and respect you when you are open about making a mistake.
"Be consistent in your behavior and you can win the trust of your customers."
Continue to engage with followers on social media--especially when things go wrong. According to the authors, when your fans know you are always open and honest, especially when you make a mistake, they honor and respect you for that and are eager to do business with you.
Thus, it all starts with developing loyal fans. Think about how you can put yourself in close proximity with others who share your same interests.
"There are infinite ways to weave our own passions into our lives to be more successful and happier in the work we do."
People who find it easy to be inspired are those who go above and beyond to make things happen. Passionate people get excited about the future. Energy that your loyal fans create can be massive and powerful. As a result, people who share their passions with others create richer and more fulfilling lives. "Fandoms" can bring you closers to your customers, your friends, and your family.
Top Image by Marcus Berg of Unique Angles Photography
Or if you prefer use one of our linkware images? Click here
If you are the owner of Bed and Breakfast Blogging, or someone who enjoys this blog why not upgrade it to a Featured Listing or Permanent Listing?