Welcome to season 4 of the Boost Hospitality Podcast, and back again to show all hospitality owners

how you can turn lookers into bookers,

get more heads on beds and increase your direct booking.

This season, I've got something very special lined up. The

Bousley website was recently voted one of the top 10 UK hotel blogs out there.

After asking you guys, I realized that so many of you haven't actually

read the blogs. You said that you prefer audio as a way of learning about new tactics and tips to get in more direct

bookings. So what I'm doing this season is I'm going to be providing the audio

version of all of my blogs that are on the Boostley website.

So it doesn't matter whether you're on the computer, in the car,

getting rid of breakfast or changing those beds, I can show you how you can increase your diary bookings. Let's get on with a show.

So today I'm going to talk about the seven golden rules to turn negative reviews into new customers.

So online reviews are powerful. They can reach would be customers

worldwide quickly and easily spreading the word about your business, but what if you get a negative one?

Not responding is probably the most dangerous option you have right now. So what I'm going to do is I'm going to walk you

through the seven steps of how to deal with a negative review and who

knows you may be able to turn a negative review into getting new customers. Number one, keep calm.

Dealing with a bad review is dealing with someone else's emotions. The other party

is upset or angry and is lashing out. For reasons, we may not know,

but the most important thing is to not react straight away.

Take an hour or two to circulate your thoughts and then reply. A trick that I used is that when

something is really bad and a really bad review is left, I would write it down on a word doc. And then what I would do is I would just

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