‘Online Reputational Reviews Starts
In The Hearts and Minds Of Your People’
‘94% of Consumers Would Use A Company With A 4 * Review’
So this begs the question… how many online reviews do you have to have, need in order to make her buy? Keep reading to find out. Many Members are playing mini games to make this a reality. Reviews are Reputation. They are the digital superhighway trust currency especially for younger consumers and even 50 plusses.
But the second, third, fourth big reputational question is how do we procure 5* reviews, how do we get people to say positive things, to love us? First, as Peter Bradley is famous for saying, ‘create memorable moments’ in your business. Your people have to be fully engaged to deliver friendly service. ‘In 2016, 13.5 % of online reviews mention the words friendly, or rude and 26.8 % talk about service.’ (Vendesta.com)
I am pleased to announce Peter Bradley from the Red Carnation Hotel Group is appearing at Treasure Map. When we first started visiting the Montague on the Gardens five years ago in central London, all their hotels were rated number #1 in Trip Advisor. A huge feat and all driven by their engaged people delivering memorable moments, which then promoted the customer to write a review.
This, of course, does not happen by magic. There is an unknown five step process that starts at a grassroots level with your people. Peter Bradley does not speak for a living, he is a coal face, service led warrior leading a team of hospitality in the hundreds. He has a proven system and he’s sharing this priceless insight with your team at Creating An Inspirational Dentistry Workplace, Manchester 22.
Peter will also share how to provide instant recognition and reinforce your culture, but he is taking it one step further. Discover Red Carnation in-house training programme called ‘HQ Island’ where he takes every single member of the Red Carnation team and trains them on a secret book, how to provide memorable hospitality, what they are empowered to do, provide instances of what’s happened in the past and so forth. Next Peter will share how he rewards and recognises staff achievements.
Prizes for people who have done the ‘Most Memorable Action of the Month’ and people who have been the ‘Green Person of the Month’ and the ‘Sales Person of the Month’. You can tell people that they are empowered to do it, you can provide instant recognition, but that is where it will end if there isn’t then something on a monthly, or bimonthly or biannual basis, which also helps to reinforce that message. If not then it will fade out.
Discover Red Carnation Hotel’s 12 Service Standards that his team members carry around and their 5 values. This hospitality. This is the real business you are in. You will never see Peter speak in dentistry ever again. If you want more online 5 * reviews then your people have to be empowered to make that happen. Peter will sprinkle his magic dust over your people. Sit back and relax, let him create your inspirational dentistry workplace. As Jon Swarbrigg says, ‘it’s better off coming from someone else not just you the owner’.”