Are you feeling brave? How about upgrading your customer guestbook with a blog?
If you have a business with a guestbook (vacation rental, restaurant, tourist attraction) then this can be a great source for customer feedback. Other customers will read the guestbook and hopefully see all the positive comments from your satisfied previous customers.
If your guestbook is, well, a book, then the problem is that the only people who can read this are those who are already physically there. Those people are probably already your customers (or are likely to be very soon).
You can improve on this by putting a guestbook on your website. This makes those positive comments visible by anyone in the world who has an internet connection.
The problem with this is that your guestbook is probably written by you. Your customers might provide the original comments but you’ve probably entered them yourself. Did you make any changes? Maybe you left out some of the less positive ones. Even if you didn’t, there’s always a slight suspicion that this can take place.
If you have a blog then you can open it up and allow your readers to add comments to your posts. Why not create a post called “Guestbook” and invite your customers to start commenting. It’s a great way to get real feedback and your website visitors will appreciate your honesty and openness.
Does this make you feel slightly nervous? Are you worried that negative comments might appear in your guestbook?
Well, if your customers are complaining, why is this? Is there a problem with your product or your service? If so, you’d better get this fixed anyway. Stop reading this right now and go fix it!!
Assuming you don’t have a defective product, the best way here is to respond positively to the complaint. If your customer stayed in your vacation rental and there were no saucepans, tell them how you supplied some new ones immediately. If your restaurant customer’s food was served cold, apologize and say you reheated it immediately (joke). In general, customers understand that problems occur occasionally, and they will like you if they know that you correct problems for them.
So what do you think? Why don’t you throw away the old book and start connecting to your customers via the blogosphere? Positive comments only please!