We have posted a few articles on how to successfully maintain your internet reputation. If you missed them, start by reading this one. Maintaining your hotel’s internet reputation is one of the most important things you can do to save customers who had a bad experience and capture new customers.
Google has now started to do ‘Real-Time Searches’. What does that mean? Google says real-time search is:
“… new features that bring your search results to life with a dynamic stream of real-time content from across the web. Now, immediately after conducting a search, you can see live updates from people on popular sites like Twitter and FriendFeed, as well as headlines from news and blog posts published just seconds before. When they are relevant, we’ll rank these latest results to show the freshest information right on the search results page.”
What does that mean to you? Well, for starters, your hotel will now appear in Google if people post a tweet on Twitter about you or mention you in their Facebook status update. This can be either really good for you, or really bad for you. Here is how I first noticed Google’s real-time search. I was going to go out to a local restaurant and needed the address so I did what I always do… pulled out the iPhone and googled it. I found the address on the first Google entry. I happened to scroll down to the bottom of the page and saw someone’s Twitter tweet that said ‘got food poisoning at XYZ Restaurant’.
Obviously not good for business. I know that I found another restaurant to eat at. I am sure that many others did as well. So, what should you do? First, have a good plan in place to monitor your hotel’s internet reputation. Then act on anything both positive and negative that you may see. It is very easy to contact someone who posts about your hotel on Twitter or Facebook or in their Blog. Be sure to send them a thank you if they say something positive about you and make sure that you offer to fix any problems they may have had if they say anything negative about you. Make sure that you have a plan in place today!