Not every author will need or should use an authors assistant or virtual authors assistant. . The authors I work with are nonfiction authors who are subject matter experts and have businesses or solo practices to run. . It is less likely that an author of a fiction book would need an authors assistant, something we go out of our way to make very clear in the course. . Subject matter experts often self publish because they have a ready sales avenue for their books such as speaking engagements, seminars and corporate volume sales. . Many dont want to handle the administrative aspects of book publishing (isbn, bar code, lccn, coordinating with the printer, copyright registration, social media, amazon listings and content, virtual book tours, customer service, fulfilling orders and more) and have the kind of budget for their books. I developed the program to train individuals, and mostly people already working as virtual assistants, on the administrative skills they might need in working with author clients. . Another point we strive to make in the course is that this is a team effort. . The authors assistant plays the role of what used to be called the production coordinator when I ran a publishing company, handling certain tasks but generally making sure everything got done on time and on budget. .
What to do about, negative, reviews
You cannot song appease every customer and every review need not be positive. Just be appropriate with responding to them and remember that acting out against your customers can not only lead to alienate them but also to negatively impact other potential customers. Negative comments can stay on the internet for a long time and perhaps forever so you simply do not want to create an outburst that negatively leads to problems online. Late yesterday, in checking my emails after a late client call, i found a google Alert in my inbox. . I hope you use google Alerts to let you know that your name or your book title is being mentioned somewhere online. . I clicked on the link and there, for the first time, was a negative review not of a book or article, but of a course ive created for Virtual Authors Assistants. . It wasnt just a brief mention hypothesis but an entire blog post on the subject, very suspicious of the whole idea of the authors assistant. I chose to write the author an email rather than posting a comment because i wanted to connect with the author and offer her the opportunity to take an unlimited look at any and all aspects of the course (which she can easily do online). I havent heard back from her yet, but I hope. Bloggers arent journalists and there are no ethical standards that require them to be fair, accurate or to do any investigation into the truth of what they are saying. But I will feel better if I set the record straight here about the virtual authors assistant training program.
Handling the negative reviews and comments is an essential and critical part of managing your business reputation online. Some websites will allow you to pay to remove negative reviews and to promote positive reviews. While this is an option in dire situations it can also impact customer opinion as they may be annoyed if they see you taking this step in a way that they believe will minimize their free speech. Further, unless you remedy the problems that your business has with its customer base you arent impacting the root of the problem and the negative reviews will ultimately come back in one form or another. When your business receives negative comments on the internet it is important that your business responds in the right way so that customers are positively impacted by your professionalism. Often this is through seeking to understand the problem, acknowledging the issues that the customer had, and being level headed in response to the problems that they have identified. Do database not lash out at the reviewer and provide them with a resource to contact you to discuss the issue further. This attention more than anything else is what the customer is often looking for when they are making their complaint. Do not feel as if you have to remedy every complaint or problem, but be willing to listen to them and be level and fair when trying to understand what went wrong with the transaction.
Its also helpful to have a customer relationship management system that aggregates all your online reviews onto one platform and with alerts you when you get a one- or two-star review online. This way, you know right away when a guest gives you negative feedback online and can respond promptly. Want to learn more business about review responses? Click here to access our free article, responding to Online reviews: a guide for Hoteliers. What to do with negative reviews online. Your business can be greatly impacted by negative reviews online. There is a saying that the negative comments are the ones that get passed on more frequently than positive comments and can have a more significant impact on your business than positive ones have.
Please feel free to reach out to me directly at email if you have additional information to share. Kind regards, jim l general Manager. When should I respond to negative hotel reviews? Once youve researched the details of the guests stay, you should respond to negative hotel reviews asap. Responding as quickly as possible is one more step you can take to repair your relationship with your unhappy guest. It will also minimize the number of prospective guests that see the review online without your response. We recommend that you respond to 100 of negative reviews within 24 hours.
Negative, reviews are good for Business : Small Business search
Although she is unable to reviews fix all the issues immediately, she takes care to highlight the aspects of the hotel that are getting an update. This is a great way to mitigate any damage to your reputation and potentially repair your relationship with an unhappy guest. Ive done everything I can, and the guest is still upset. When a guest goes online and writes a bad review, even after youve done everything you can, the next objective is damage control. You need to show any potential guests who see the review that youve done everything possible to resolve the issue. In the following example, this manager has clearly done everything he can in short terms of following up with the issue.
Sometimes theres only so much you can. Dear James, Thank you again for bringing this issue to our attention. The safety and security of our guests is always our top priority. As discussed in our previous conversations, our team has done everything possible—in cooperation with the cincinnati police department — to investigate your claim. I am so sorry that we have not been able to resolve this.
Real World Example, heres an example of a situation where the problem is linked to something that cannot easily be changed. Dear Patrice, thank you very much for your candid review of your recent stay at our hotel. Your feedback is extremely valuable to us, as we strive to improve with each and every stay. I greatly appreciate your comments about aspects of the room that need updating. It is a pleasure to announce that we will be implementing many of these upgrades to the property within the next couple of months.
Our rooms will be getting new mattresses, bed skirts, window treatments, carpeting, in-room accessories, and much more! In taking great care of our charming hotel, our main priority is to be able to offer a very well-maintained and comfortable atmosphere. I hope that I can convince you to change your mind about another visit to our property. Please reach out to me directly at email if you would be willing to give us a chance to turn your experience around. It would be such a pleasure to personally welcome you back to our new and improved hotel! With much appreciation, Elanor. general Manager, everything this manager says indicates both to the reviewer and any prospectives who might read the review, that she truly cares about her guests.
Can, negative, reviews, increase conversions?
If the situation warrants, changes you first have made or intend to make can be as simple as inviting the guest to contact you, so you can make it right. Dont promise any form of compensation online to avoid setting a precedent. Evaluate the need for follow up procedures. If you have the guests contact information its a good idea to send them a personal email to express your apologies and offer compensation if appropriate. Additionally, you should ask the following questions about the review: Did this guest experience a systemic problem that each customer could face? Is there an easy fix to the problem? Is the problem unfounded or not likely to be repeated? Or is the problem linked to something you cannot easily change, like infrastructure or design?
mitigate the effects of the bad review in the eyes of your prospective guests. Apologize for the guests poor experience. Remember, an apology is not an admission of guilt or wrongdoing. For whatever reason, this guests expectations were not met, which is disappointing for anybody. You should express sympathy that his or her experience fell short of expectation. Highlight any changes you have made or intend to make. This is a good opportunity to take the conversation offline to avoid further public conflict.
A proper response to a bad review can do two things for you. It can minimize the damage to your reputation by making prospective guests think more highly of you, and it can repair your relationship with unhappy reviewers. How to respond to negative hotel reviews. In general, you want to show prospectives that your hotel reads, internalizes, and responds to reviews. You should personalize your responses to the guest review and show your brand voice. You should also research the issue before you respond so that you are aware of as many details of the guests stay as possible. Did the guest complain before checkout? Is there a record of his real or her communications with your staff? Thank the guest by name.
Negative, customer, reviews on Amazon - amzfinder