Feedback at the speed of fingers

“Does anyone know a good Masseur / Masseuse in Launceston?” - posted by a friend of mine to facebook this week. Minutes later she had referrals, back up referrals and phone numbers of who to call.

“Can you believe what XYZ property managers let my tenants do to my place” [photo] [photo] [photo] – posted by friends of friends and then shared and shared and shared.

Chris from GASP found a nasty dig at a customer posted on facebook and reposted on numerous hard media sites after yelling after a customer as she left the store: “"Have fun shopping at Supre... I knew you were a joke the minute you walked in".”


We live in a new world where customer dissatisfaction isn’t limited to dining table conversation and where referrals are spread (or not spread) with the greatest of ease amongst your 300 (or 5000) “closest” friends.

It’s both exhilarating and terrifying (see the One Star Review - http://blog.kirstydunphey.com/2011/08/one-star-review.html).

And my favourite feedback frenzy of late, a review of Chris Brown’s new album rating it “no stars ever”. Reposted, shared and liked by at least 20 people on my feed and now by me to 5,000 of you.

By Marjorie with No comments

Don’t forget to write a review!

As I checked out of Ford House in Bridgetown, WA just recently they softly called out to us as we were leaving “don’t forget to write a review on TripAdvisor!”

It was a soft request, not pushy at all. We’d just told them what a delight we’d had staying there, so it was in fact the ideal time for them to make the request.

As someone who uses TripAdvisor religiously to “scan” future accommodation places I do feel the need to give back and leave my own reviews. Only – I don’t always do it!

I’ve had a great time (and voiced my opinion to the owners / staff) so many times at accommodation places and I’ve sporadically left reviews on TripAdvisor, but I’ve only ever been asked to do so twice. I absolutely left reviews for both those places. The others, it’s hit and miss as to whether I remember to do so.

How simple is it to say to guests leaving “don’t forget to write a review on TripAdvisor!” How simple is it to survey your clients to get a testimonial? How simple is it to ask a happy client to “tell a friend” or offer them an insentive to do so.

Simple. And yet, I’ve stayed at hundreds of hotels and visited hundreds of tourist destinations and been asked to leave a review twice.

When was the last time you asked for a review?

By Kirsty Dunphey with No comments