Hotel Lobby Buzz : Social Media . Storytelling . L

The world is changing. It's time to look at things from a different perspective, embrace change, and live in the present. This also includes taking a new approach on marketing & communication, that has a positive impact and connects with people ... I call it 'Lifestyle Marketing'. [email protected]

[harmoniccollective]

Survival Strategies in the Workplace

If you find yourself struggling in the workplace it could be because you’re bringing to your job some incorrect assumptions and expectations. Many people unknowingly bring their emotional baggage to work and if they aren’t careful, this can turn a job into a nightmare. The workplace has a number of elements: your colleagues, your boss and your actual job. All of these interact to make your day-to-day work-life what it is.

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[hashtaghotel]

Social Media Marketing: 5 Things Successful Brands Always Do Right

Social Media Is A Maturing Medium

How Great Brands Create Winning Social Media Campaigns:

1. Great brands always start with a strategy.

Never execute without a solid strategy that aligns with overall organizational objectives. Just like you would never go to a trade show without preparing in advance, you need to prepare what you will do ahead of time to make sure it aligns with your current marketing strategy. This includes defining objectives, establishing personas, developing a content and keyword strategy, planning an editorial calendar, determining a content development, approval, and promotion process, andestablishing community and employee policies.

2. They choose wisely when determining who should implement.

Great brands understand that the person or organization operating their social media channels needs to always be up-to-date with the changing landscape and technology. They know that even if they have someone internally who might be able to pull it off, it’s not something that can be treated as a side job. The initial cost savings of managing social media internally aren’t as important as getting social media ROI.  Great brands look for sustainable social media marketing that delivers results.

3. They value high quality content.

Everything you share on social media is a reflection of your brand. Brands need to create original, production-quality content. There should be a consistency across social media channelsthat matches the rest of your company’s branding, both online and offline. You should have a designer creating graphics and a copywriter crafting the messaging.

4. They ensure consistent messaging.

Just as every single image you post is a reflection of your brand, every single word, phrase, and sentence needs to be high quality and aligned with the brand. It may feel casual because of the immediacy of real-time communication and friendly conversational nature, but social media marketing means having every message aligned with the business strategy. Everything  produced for social media marketing should be something the CEO would be proud of.

5. They regularly audit the strategy and implementation.

You should regularly assess the effectiveness of your social media marketing efforts to determine if you’re getting the desired results. If your social media marketing isn’t performing, it may be time to consider whether the implementation was executed on strategy, if it needs adjusting, or if the strategy needs to be revisited and potentially updated. Even when things seem to be going fine, you should be evaluating the results. If you’re not, you should be asking yourself the question, “what kind of money is still on the table?” It is likely that unmet opportunities exist for your company.

Social media marketing is a channel that requires time, effort, and resources, just like any other marketing medium. Yes, there are great opportunities for brands who leverage the channel appropriately, but brands must be willing to invest in it in the same way they invest in print ads or flyers. Every single expression of your brand, both online and offline, should be contributing to your brand equity.

[danahotelandspa]

VIDEO: Chicago Industry Sleepover at Vertigo Sky Lounge

[hashtaghotel]

Here is a great example of Event Marketing ... and one of the elements you can get from great Event Marketing Strategies. 

This is from the Industry Sleepover Party that took place in Chicago at Vertigo Sky Lounge ... at dana hotel and spa.

[jai-myers]

Unrealistic Ridiculous Expectations in the Workplace

[hashtaghotel]

I posted this on my personal blog ... I feel like this holds true in the hospitality industry too.

There aren’t many things more frustrating than having to follow the directions of someone who has no idea what they’re talking about.

It’s never easy telling someone with little knowledge of a field that their ideas are literally impossible.

This problem is exacerbated by the fact that most people are unwilling to accept the idea that what they want can’t be done, even though they were the ones who asked your expert opinion in the first place.

Enjoy. Jai

[thathotel-deactivated20171219]

When a guest tells me that I've ruined their vacation because an upgrade wasn't available

I’m like, really…

[hashtaghotel]

Hotel offers Incentives to Guests on Social Media ... as dana hotel and spa partner with Flip.To

In the first two months of going live with Flip.to, the brand advocate platform for hotels, the web traffic for the dana hotel and spa has grown a full 10% year over year. This new traffic consists of friends, relatives & colleagues of current guests directed to the hotel's website to learn more about the hotel and earn an incentive towards a future stay.

Flip.to helps turn guests of the dana into advocates immediately after booking. The guests share a branded message with their personal social networks, which includes a unique link back to the hotel's site. Flip.to then creates a unique, personal experience for each and every guest connection.

"The dana recognized early on that the visitors acquired via Flip.to are more closely connected to the hotel. This combined with the way Flip.to allows the hotel create a specific marketing offer for those new visitors helps to create a pool of future guests for the hotel. Ultimately that leads to more web direct bookings," says Kristi White, VP of Global Sales Strategy for Flip.to. "Long term, more web direct bookings lead to higher profits for hotels. "

Jai Myers, Corporate Social Media Marketing Manager explains, "flip.to allows hotels to not only increase brand awareness but also leverage on social capital. We are influenced by people we know and trust - we wanted to reach our guests networks (via social media). So we can offer incentives to guests who make reservations to share their experience and travels to their networks (Facebook, Twitter & LinkedIn), and in return they get an incentive as well as their networks. It really showcases the power of social media."

About the dana hotel and spa:  Developed by Chicago-based Neighborhood Development Corporation in a joint venture with Gold Coast Hotels, Inc., the dana hotel and spa is the only locally-owned and operated luxury lifestyle hotel in Chicago built from the ground up. Since its opening in 2007 it has become a local gathering place, community landmark, and one of the most revered boutique hotels in the city. The expression 'dana' translates from Sanskrit to mean 'the pleasure of giving' and was the driving force behind the development of all aspects of the 216-room boutique hotel and spa. From aesthetics and ambiance to unmatched service, the foundations of the dana hotel & spa are evident in its commitment to the well-being and harmony of its guests and the surrounding community. Open, airy, and inviting are qualities of the dana hotel common areas and guest rooms, its restaurant Freestyle Food + Drink, Vertigo Sky Lounge, and the spa at dana. For more information, visit www.danahotelandspa.com.

About Flip.to  Flip.to is a brand advocate platform for hotels that turns their guests into engaged advocates to boost brand awareness and earn new guests. Launched in 2010, Flip.to is a platform designed to reach travelers around the world in a natural, trusted way and have a significant, measurable impact on a hotel's bottom line. Find out more at www.flip.to.

[hashtaghotel]

Hotel FLASH SALES on Social Media ...

For 2014, Marriott wanted their brands to decrease OTA (Online Travel Agency) inventory & increase direct bookings … this afternoon I saw that Courtyard Chicago Downtown posted a 48-hour FLASH Sale....

With the exception of OTA Loyalty Rewards... what is the guest benefit of booking via OTA?  From reading industry news, travel blogs, and talking with friends in the industry – The advantage OTA’s have on properties is simple – presence (appearing at the top of searches),  Accessibility & Ease of Booking.

When you think about it … if Expedia is selling for $139 per rm. night, but we only net $80 per rm. night … (just go with me on the numbers – they are not real), hotels would have a better chance spending $50-$75 in targeting a detailed audience (reaching between 10,000 – 12,000 people ) and advertising a ’48 hours Sale’ – selling at $119.

This was an impromptu blog post... done on my phone.  

[acmehotelcompany]

ACME Hotel in Chicago is all about self expression, that’s why we have Do Not Disturb signs where YOU can tell us what’s in your think tank! 

[hashtaghotel]

10 Laws of Social Media Marketing

Leveraging the power of content and social media marketing can help elevate your audience and customer base in a dramatic way. But getting started without any previous experience or insight could be challenging.

It's vital that you understand social media marketing fundamentals. From maximizing quality to increasing your online entry points, abiding by these 10 laws will help build a foundation that will serve your customers, your brand and -- perhaps most importantly -- your bottom line.

1. The Law of Listening Success with social media and content marketing requires more listening and less talking. Read your target audience’s online content and join discussions to learn what’s important to them. Only then can you create content and spark conversations that add value rather than clutter to their lives.

2. The Law of Focus It’s better to specialize than to be a jack-of-all-trades. A highly-focused social media and content marketing strategy intended to build a strong brand has a better chance for success than a broad strategy that attempts to be all things to all people.

3. The Law of Quality Quality trumps quantity. It’s better to have 1,000 online connections who read, share and talk about your content with their own audiences than 10,000 connections who disappear after connecting with you the first time.

4. The Law of Patience Social media and content marketing success doesn’t happen overnight. While it’s possible to catch lightning in a bottle, it’s far more likely that you’ll need to commit to the long haul to achieve results.

5. The Law of Compounding If you publish amazing, quality content and work to build your online audience of quality followers, they’ll share it with their own audiences on Twitter, Facebook, LinkedIn, their own blogs and more.

This sharing and discussing of your content opens new entry points for search engines like Google to find it in keyword searches. Those entry points could grow to hundreds or thousands of more potential ways for people to find you online.

6. The Law of Influence Spend time finding the online influencers in your market who have quality audiences and are likely to be interested in your products, services and business. Connect with those people and work to build relationships with them.

If you get on their radar as an authoritative, interesting source of useful information, they might share your content with their own followers, which could put you and your business in front of a huge new audience.

7. The Law of Value If you spend all your time on the social Web directly promoting your products and services, people will stop listening. You must add value to the conversation. Focus less on conversions and more on creating amazing content and developing relationships with online influencers. In time, those people will become a powerful catalyst for word-of-mouth marketing for your business.

8. The Law of Acknowledgment You wouldn’t ignore someone who reaches out to you in person so don’t ignore them online. Building relationships is one of the most important parts of social media marketing success, so always acknowledge every person who reaches out to you.

9. The Law of Accessibility Don’t publish your content and then disappear. Be available to your audience. That means you need to consistently publish content and participate in conversations. Followers online can be fickle and they won’t hesitate to replace you if you disappear for weeks or months.

10. The Law of Reciprocity You can’t expect others to share your content and talk about you if you don’t do the same for them. So, a portion of the time you spend on social media should be focused on sharing and talking about content published by others.

OKAY BONUS:

"Although Facebook is an important Social Channel, businesses tend to hyperfocus based on dictatorship. We are here to remind you Facebook only represents 1 of the 8 forms of social communication and represents 1 of the 19 channels your business should be on. Stop sweating the small stuff, stop patrolling Facebook feeds, and for business with a large employee following – those are the real influencers!!  Encourage and embrace. We put together the 10 Commandments of a Facebook Admin to incorporate into your social media business lifestyle."

[hashtaghotel]

Marketing Tips for Print Designers Switching to Web, Digital and Social Design

More designers are working across platforms these days, switching back and forth between print and digital projects. Although much of the theory is the same, in practice there are a lot of technical differences when it comes to working on something that will be printed versus a website. It takes a specific set of knowledge and skills to work effectively and efficiently in both environments.

But it is possible. Here we share eight tips for print designers making the switch to digital projects. (And I can vouch for every single tip as a designer who has made the switch.)

Design is Fluid

One of the things that does not change in print design is size. Every document is designed and printed at a certain size. (And frequently on a single medium as well.)

This just is not how the web works. Every user could look at a website using a different browser width and height, or look at the site on a mobile phone or tablet. So every design must account for a variety of sizes and devices.

Familiarize yourself with responsive design, what it is and how it works. Responsive design (sometimes called RWD) is an approach to website design where sites are created to view optimally regardless of device – desktop, tablet or mobile. Designers create the design using fluid, proportion-based grid concepts and flexible typography and images.

In addition to size changes, space is “unlimited.” As a designer you are not stuck in the constraints of a 4 by 6 inch postcard or 11 by 17 poster. The canvas goes on for as many pages as you like and can scroll almost infinitely.

Learn a Little HTML

If you want to design for the web, you have to know the basics. And you can start by training yourself. (Check out this previous Design Shack article for a list of great places to start.)

Start with a little HTML, the language of the web. With just a little understanding of HTML, you can learn to easily change colors, fonts and sizes on a website. HTML is the foundation that everything web-based is built on and without it, you will struggle in digital design.

Once you get comfortable with the basics of HTML, branch out to CSS and basic code. CSS, or Cascading Style Sheets, allow you to create and alter a set of styles for your website based on a style sheet. It creates a set of design rules and can be used to create website hierarchy and maintain visual consistency. Understanding basic coding concepts will help you understand why things work they way they do on the web. Although coding looks like gibberish at first, it makes sense once you really start to look at it.

You don’t have to be a master of HTML or CSS or code to create a great digital project, but it will help tremendously.

Create Dynamic Content

Print design is innately flat. Text and images are rest on top of some type of paper or other flat surface. Digital design is dynamic and active. Remember this and use it to your advantage.

Objects can move, include sound or links and even tools that make items pop up or hover when the user gets close to them. Web and digital projects should be designed for the user experience. This might be quite a change from some of the philosophies you are used to in the print world.

It is also important to use common visual cues and user interface actions so that your website works in a way that users expect and know how to use.

Color is Different

Print designers work in CMYK. Digital design is based in RGB or HEX color.

Just as CMYK color is explained using numbers to represent color values of basic hues to make every possible color, RGB works using the same concept. RGB – red, green, blue – are mixed in different amounts to create every color in the digital spectrum.

The difference is in how colors are created. CMYK – cyan, magenta, yellow, black – is created by combining colors in the printing process. RGB is a combination of colors displayed in light.

Colors are named with RGB values (from 0 to 255 or each color) to create 16 million different combinations.

HEX values are an extension of RGB color and every value corresponds to an RGB color. A HEX value is simply the HTML expression of an RGB color. Colors are named using # followed by a six-digit number, where each number pair refers to red, green and blue. (HEX values also contain letters to represent numbers greater than 99.)

Understanding Web Typography

Print designers may be used to the idea that they can use any font and have an unlimited number of typefaces available. (Depending on licensing, of course.)

Web typography can be somewhat trickier, although it is improving all the time. The biggest challenge is understanding type and browser compatibility. Not every typeface will render the same way on different devices.

Then there are basic web standards and readability concerns that come from reading on a screen. Like it or not, sans serif typefaces are pretty much the standard when it comes to body text on the web. And the often-shunned typeface Arial, is everywhere. Why? Because it always renders as Arial. No surprises there.

The rest of the things you know about type remain the same. Practice good kerning, leading and tracking. Scale text proportionately to other type and elements in the design for a neat, clean overall look.

Image Size Matters

The web, once home to millions of low-resolution images, is beginning to evolve again when it comes to pictures thanks to the emergence of retina displays.

While the standard for most web images is 72 dpi – I know this seems very small to print designers, but smaller images load faster and they do look just fine – more sites are starting to consider images for retina display. These high-resolution web images are often still saved at 72 dpi, but are much larger when it comes to overall size.

Instead of saving an image at 600 pixels wide – a common standard thanks to Pinterest and pinned images – an image for retina display may be 1,564 pixels wide.

Web images are often saved in specific formats – JPEG, PNG or GIF – depending on image type and use. Common print formats such as TIFF are unacceptable for web use.

SEO Has an Impact on Design

Get familiar with search engine optimization. The way your site works and what text appears on it (and in hidden tags) can have a dramatic impact on who finds your site and how it is ranked by search engines. SEO is an important part of the web design process.

SEO relates to social media as well. Almost every brand with a web presence has corresponding social media. Keep this in mind during the design process so that all of the parts can be created and designed consistently.

Learn to Let Go

Print design is very precise. You can measure every space and detail and it will always look like you designed it. The web just does not work that way. There are some things that will look different in different environments. You have to learn to let go when it comes to these things.

Understand your medium and its limitations. Don’t sacrifice your design concept, but also learn that some things are going to work in ways that may be unfamiliar or look a certain way. Accept it and move on.

Conclusion

I started my design career in newspapers. Today, I design a little bit of everything and split my work between print and web projects.

Although it took some work on my part to “get it” when it comes to the world of web and digital design, it’s an invaluable skill set and necessity for designers in today’s market. I can’t express how important it is for designers to learn to work across mediums and understand the intricacies of each.

Being able to work with print and digital projects will make you a better designer. You will learn things that you carry across mediums to projects. You will become more marketable and hopefully remain satisfied and challenged as you learn and use new skills.

Are you a print designer who has started working on digital design projects? Share some of your tips and experiences with us in the comments.

[hashtaghotel]

Experts: Keep hotel marketing simple

See on Scoop.it - Everything Chicago

Managing independent hotels remains largely about the simple things that over time create added value and increase guest loyalty.

See on hotelnewsnow.com

[hashtaghotel]

Social Media Marketing is time consuming, stressful and we always feel that we’ve never done enough.  But if you use the right tools and processes this can save a lot of time and stress.  Check out the full article. http://www.razorsocial.com/marketing-tools/

[hashtaghotel]

What a Miami Hostel Portends for the Future of American Hospitality

There’s a three-foot Japanese ice saw hanging behind the Broken Shaker bar at the Freehand Miami hostel in South Beach. Bartenders don’t actually use it to cut custom-size ice cubes for cocktails, it’s just there for show. They find it quicker to use a chainsaw. This is required because normal ice cubes inside spirit-heavy drinks like Old Fashioneds melt too fast, thereby diluting the drink, so it’s better to use one big cube.

That’s just one example why a seemingly simple hostel is creating so much buzz in a destination defined by its long lineup of screamingly hip hotels.

Due to the success of Freehand Miami and its Broken Shaker outlet, New York-based Sydell Groupis opening Freehand Chicago in early 2015. The burgeoning “hip hostel” concept—offering cool design, great food and a high percentage of single rooms—is a growing hospitality sector worldwide. The private accommodations attract young professionals seeking an affordable room in trendy neighborhoods where existing hotel rates are unapproachable for them.

[hashtaghotel]

Light-Up Floors Could Be the Next Trend in Hotel Signage

Ever wish your hotel room could be marked "Do Not Disturb" in glowing lights, to drive the message home? That option is on its way.

Two European companies have developed a system in which colored LEDs are combined with specialized carpets to make tailored hotel signs that appear underfoot instead of on walls.

Obvious uses include having glowing red arrows direct guests to the nearest escape or exit in case of emergency. Or displaying guests’ names outside their doors. Ed Huibers, sales director at Royal Philips NV, the world’s biggest lighting maker, says hotel tests are underway.

Europe’s biggest carpet maker, Desso, said Monday a broader market rollout will begin next year, with airports also potential customers.

[hashtaghotel]

Quick Guide: Email Marketing

Brands still prefer to communicate via email, and consumers still want to receive them. In fact, in a recent study 77% of consumers said they preferred to receive marketing through email. But how do you make sure your emails rock? There are many schools of thought and benchmarks available to help you determine email best practices.

I'm a huge fan of infographics ... and this is a great cheat sheet!  Learn how much time your peers spend strategizing, what marketers are testing most in their emails, the perfect time to send, and why marketers should design emails that are optimized for smart phones.

So take this cheat sheet, print it out and tack it to your cubicle wall for reference the next time you plan an email campaign! And be sure to download our new Definitive Guide to Engaging Email to learn more about email best practices.

[hashtaghotel]

29 Tips And Tricks Every Hotel Marketer Needs To Know

Know your hotel's story.  Who are your guests?  What makes your hotel unique? The answers to questions like these help shape your narrative.

Tell a complete story, from once upon a time all the way to happily ever after by highlighting your key features and amenities, special services and capabilities.  Remember to include highlights from your local surroundings to complete the experience.

Involve employees who aren't traditional contributors to your marketing plan, like front-line staff.  They may see things from a fresh perspective!

Speak to your target audience by telling stories tailored to their needs on the channels they use to research, plan and book. Want to attract more business travelers? Try customizing your message on Concur.

Treasure your best customers.  Honor these loyal guests by acknowledging their valued business.  Foster that relationship and they’ll become a great a source of referrals and references.

Nearly half (46 %) of all travel plans begin on mobile devices (bazaarvoice.com). It’s time to become mobile optimized, not just mobile compatible.

Attend relevant webinars and subscribe to industry blogs to stay in tune with the latest trends.

Crowdsource images from guests to create more innovative content marketing for your hotel. Start by inviting guests to tag you in images on Facebook and Instagram.

Stand out.  Tell your story visually through pictures and videos that are lush with people and emotion, supplemented with descriptive, but concise text.

Download eBooks and Playbooks to get some professional advice from experts in the industry.

Ensure your hotel’s story can be amplified by having clear website navigation to sharing widgets.

Keep your hotel imagery at the heart of your hotel’s website, minimizing heavy, hard to read blocks of text.

Make sure your hotel website is current so guests are always up-to-date. Keep them updated on hotel news, like renovations, local events or special hotel offers.

Tell a consistent story everywhere travel shoppers are.  Your website, research and planning sites, review sites and of course, social channels. Credibility online is critical.

Plan ahead! Develop a plan to keep focused and disciplined when executing your marketing initiatives.

Use a combination of your own content, paid advertising and earned engagement on your Facebook page.

Excite your guests by creating seasonal campaigns and special offers.  Targeted promotions will keep customers returning time and again.

Get visual with video! 45% of leisure travelers and 72% of business travelers said they were prompted to book as a result of watching travel videos online while planning.

Be search engine optimized.  Create content that can be found easily on search engines, like Google or Bing, to make it easier for travel shoppers to discover your hotel.  One of the best ways to get started on this is to tag keywords and phrases in your posts.

Create a constant flow of information on Facebook.  A study suggests that your hotel should post, on average, 4 times a week in order to create and maintain a social connection with your guests (socialbakers.com).

Include Online Travel Agencies as part of your hotel marketing strategy. These channels are a valuable research tool as travel shoppers hit over 20 touch points before making a booking decision with many of them being one or several OTAs. (New Media Trend Watch).

Be cautious not to spread yourself too thin. There are a lot of social platforms out there, choose the ones that best align with your desired customer segments.

Utilize Facebook Apps to target specific guests.  If your venue is the ideal setting for a wedding or conference, customize your Facebook to display relevant images and information.

Create a hashtag (#) that guests can use when talking about your hotel online.  Having one specific hashtag will produce a social media trail for your hotel, making it easier for guests to find your property online.

Reply in a timely manner to your guests’ questions and comments online.  Let them know you value their opinions.

Refrain from posting on your social media accounts too frequently, as this can overwhelm travel shoppers.  It is suggested that your hotel posts about 4 times a week on Facebook, 2-3 times a week on LinkedIn, but throughout the day on Twitter (socialmediatoday.com).

Post relevant questions on Facebook and Twitter to create a conversation with your guests.  Ask about their favorite memory from their trip, or best meal they had while on vacation.

Create a presence on new online platforms, like Instagram or Vine.  Being a leader in your community will have big pay offs.

Be flexible.  Change happens and embracing it can create even more opportunities to tell your story.

Start with these ideas and add to them as you maneuver your way through this exciting and sometimes challenging world of digital marketing.

For additional insights on using social media, download A Playbook for Amplifying Your Hotel’s Story on Social Media.

[hashtaghotel]

Top 3 Tips to Mastering Your Online Reputation

1. Determine where you want to focus your attention. To keep things manageable, start by setting up your business’ profile page on the top five websites and/or social media sites that your target customer is likely using to find your business. 

While a number of social media sites play a part in marketing and growing your business, consumers go to Yelp to make buying decisions. With 108 million monthly unique visitors on average and 42 million reviews as of Q2 2013, Yelp is certainly a place business owners should focus some of their attention.

2. Start attracting potential customers by using the free tools available to you.Once you’ve selected the five sites that you feel your target customer will use to find you, optimize each page. Start by asking yourself, “what would cause a potential customer to walk through my door - a discount? photos? store hours? more content about my business?” Your answer to this question may vary from site to site, and that’s ok, so long as you set up each listing to cater to that audience.

On Yelp, you can optimize your business listing and begin attracting new customers by using the suite of free tools available in your Business Account. Initially, focus your attention on these sections:

Business Information: This section allows you to add your business’ website, hours and other basic information as well as a 3,000-character description.

Photos: No matter what kind of business you own, adding photos is highly recommended. In fact, people searching Yelp stay on a business page with photos two and a half times longer than one without. Headshots, staff photos, meeting rooms and before-and-after photos work well.

Deals & Gift Certificates: Setting up a Yelp Deal and Gift Certificate are great ways to entice potential customers to make a buying decision while on your Yelp page. Not sure what to offer? Do a quick search on Yelp and filter by who’s offering a Yelp Deal in your category to get an idea of a competitive offer. It’s free to set up a Yelp Deal or Gift Certificate, though there is a revenue share should it lead to a sale.   

3. Connect with your customers. As a result of managing and optimizing your business’ profile pages on the sites you selected, you’ll be primed to communicate with your customers in a timely fashion.

When someone reviews your business on Yelp, you have two options to connect with that customer: send a private message or add a public comment. Sending a private message is much like sending someone a personal email and goes directly to the reviewer. A public comment posts directly below the consumer’s review for the public to see. A good use of the public commenting tool is to state your business’ policy or clarify any inaccuracies in the review. Regardless of the response tool you choose to use, respond diplomatically, thank the reviewer for sharing their feedback and ask someone less involved in your business to read over your response before you hit the ‘send’ button. Keep in mind that consumers are looking at the BIG picture about how your business is being perceived so don’t focus or obsess over any single review.