Web Marketing delle recensioni: Guida di sopravvivenza a TripAdvisor & co. per albergatori e ristoratori (Italian Edition) by Francesco Tapinassi & Nicola Zoppi

Author:Francesco Tapinassi & Nicola Zoppi [Tapinassi, Francesco]
Language: ita
Format: azw3
ISBN: 9788850317974
Publisher: Feltrinelli Editore
Published: 2017-08-31T00:00:00+00:00

Esempi di risposte efficaci a recensioni negative

Iniziamo da una delle risposte più conosciute degli ultimi mesi, pubblicata da Giancarlo Carniani. Già dal titolo si capisce che il cliente era rimasto decisamente scontento del trattamento ricevuto.

“Incompetent Management - zero customer focus”

This hotel has the potential to be good. But the management are doing all they can to completely disenfranchise their guests. My wife and I stayed at the hotel for 4 nights with 8 other family and friends who were in Florence for a wedding. The first week of July was really hot (35-38 degrees Celsius). There is a great bar on the ground floor that closes at 6:30pm - yes 6:30pm.

After that time if you want to relax with a drink you have to go to the rooftop bar where:

- there is almost no shade

- the heat was unbearable

- the drinks are hot and served in plastic cups

- the service is extremely slow

On each of the days we requested the air conditioned bar to remain open, at least until the sun went down and there some respite from the extraordinary heat on the rooftop bar. Whilst the bar staff were receptive, their hands were tied by management, who on at least two occasions chastised the bar staff for serving drinks 1-2 minutes after 6:30pm when they too had to go to the rooftop to endure the heat.

On the second day of our stay the rooftop bar was actually closed for guests to accommodate a private function - and even then the management wouldn’t open the ground level bar. We noted lots of guests trying to get a drink after 6:30 in comfort only to be completely bemused by its closure. So I cannot work out what they are trying to do- they certainly lost hundreds of Euros income from just our group. And really annoyed a lot of guests in the process.

The hotel really needs to revisit what the main mission in life is - servicing guests.

Ed ecco la risposta di Carniani. Si noti in particolare la sottile ironia ma la dettagliata spiegazione per ognuna delle critiche ricevute.

Dear Sir,

I am the incompetent Manager with zero customer focus.

I am the manager who made your vacation terrible by not opening the downstairs bar… and I am the same manager who kept the rooftop bar open until 4 o’clock at night (usually it closes at 1 am…) because member of your group were enjoying the drinks upstairs.

I am the same manager which the day after had to respond the complain of the neighbors because your group was enjoying that drink until 4 am.

I am the incompetent manager which is taking care of all the guests of the hotel and not only your group.

I am the incompetent manager which was taking care of all the clients at the rooftop during the event of the second day, because the rooftop was not closed to others as you mentioned, we never give it up for private event just to make sure every guest of the hotel will have the possibility to go upstairs.

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