Remember my first bad review? Well, it was actually Peter’s bad review, but of course it also reflected badly on me and my tours. I know some of you thought I had overreacted to this negative feedback, but for me the worst of it was ending up with people inquiring about tours specifically asking not to go out with Peter, which I felt was unfair.
Anyhow, as most of you predicted, there are now some very nice new reviews that have been posted since then, including a positive one about Peter, which has really lifted his spirits. And this week he is back on the job as I had a flurry of last-minute booking requests that I couldn’t do because I was already booked. I mean, I still do most of the tapas tours myself but it’s good to have back up as I obviously can’t be in two places at once.
One positive thing that has come out of this is that I’ve set up a feedback email that I will send to clients after their tours, asking them to rate various aspects from 1 – 5, and then give any additional comments if they want to. It’s not criticism I’m against, as there is always room for improvement, but unfair (and untrue) negative comments like in that bad review don’t help anybody. So this will help me get a better feel for what people like and are looking for. Peter has also been given a bit of a “refresher course” so that he makes sure to cover all the important information. But you know, so much of the conversation during the tours depends on the clients and what they are interested in. As I’ve said before, the best times are when everyone shows an interest and participates, rather than just sitting there waiting to be “informed and entertained”. I know that you can’t please everyone, but I can sure as hell try. Onwards!
Nancie M said:
Good to hear! I’m glad that Peter is back on the job. Your email follow-up is an excellent idea.
As I said, a learning opportunity. And that is how you have dealt with it. When I was teaching at the U of Utah, we asked students to fill out an in-house comments form the session before they were scheduled to do one for the University. It usually helped them get out any venom and they were calmed down for the *big* one.
That’s actually a good idea…a pre-review!