With the growing influence of guest reviews, businesses in the hospitality, retail and leisure industries need to combat negative reviews.

Guest reviews have emerged as a dominant force in shaping the reputation of hospitality, retail and leisure businesses. These online testimonials hold immense power, influencing the decisions of prospective guests and shaping the perception of a business. 

Positive reviews are absolute gold for attracting customers and boosting sales. But bad reviews and ratings online can kill your business. In this blog post, we will explore the main issue causing negative experiences for guests and why two-way radio communications are the lifeline you never knew you needed for 5-star service.

The Impact of Guest Reviews

Do you check the reviews first before you booked a weekend away or decide on a venue for date night? Has a bad review ever put you off making the booking? It’s human nature to want to go to establishments with glowing reviews. This is because guest reviews serve as social proof to build credibility and trust among potential customers.

This is why it is so important for a hospitality or retail business to manage and mitigate issues before they escalate into negative reviews. Positive reviews of your business can attract new customers, increase repeat customers and boost your reputation.

Main Causes of Bad Guest Reviews?

When someone has had a bad experience or wasn’t made to feel valued they’re likely to voice this in the form of a negative review. 

These are the top 5 reasons a guest is likely to leave a 1-star:

• Poor customer service.
• Long wait-times
• Unmet expectations
• Unresolved issues
• Value for money.

Why Two-way Radios?

Communication is key!

Two-way radios provide management and staff with instant reliable communication. 

Negative reviews often stem from instances of poor customer service, such as unhelpful staff, long wait times, or unaddressed complaints or concerns. According to a study conducted by Hospitality Technology, implementing two-way radios for staff communication resulted in a significant improvement in response time and overall customer satisfaction. The study found that businesses using two-way radios experienced a 30% decrease in customer complaints related to service delays or unavailability of staff. By equipping staff with two-way radios, businesses massively improve their ability to respond to customer inquiries, provide timely assistance, and ensure guests’ expectations are not just met but exceeded.

Similarly, Guests may leave a negative review if they encounter issues with the quality of the product or service provided, such as a dirty room in a hotel or a  badly made cocktail in a bar. Real-time communication between staff members allows them to proactively identify and address any gaps that may lead to unmet expectations, thereby enhancing overall customer satisfaction and loyalty

If guests feel that the prices charged by the business are not justified by the value or experience received, it might lead again to a bad review. When customers’ expectations are not fulfilled, timely communication becomes critical in resolving the issue and finding suitable alternatives. A case study conducted by a prominent retail chain revealed that after implementing two-way radios for instant communication among staff, instances of unmet customer expectations decreased by 25%. More often than not people are willing to pay more for a good experience and are likely to return if their issues were resolved quickly the first time they visited.

Two-way radios foster efficient internal communication, when faced with challenges, employees can seek assistance from relevant team members or management, ensuring that issues are promptly addressed and resolved.

Two-way radios will improve guest safety,  staff productivity, and coordination. which ultimately leads to happy customers and 5-star reviews for you and your service team!

Our Recommendations 

Due to the size of most hotels, bars and holiday parks, we recommend using licenced two-way radios. Licenced two-way radios have a higher power output than licence-free, ensuring that coverage is crystal clear no matter where you are on site.

Motorola CLPe

The Motorola CLPe is one of our favourites to recommend for the hospitality and retail industry.

• Stylish palm-sized and lightweight – super easy to carry around when you’re on the go.
• Simple to use Push-to-talk (PTT) button. This makes the device easy operation with minimal training required for staff members.
•  Stay connected your entire shift with a powerful 20-hour battery life

The Motorola CLPe is available for purchase HERE

Hytera BP515 

The Hytera BP515 is an entry-level two-way radio perfect for small business use!

• Similar to the CLPe, the BP515 is extremely lightweight and compact. But still robust enough to handle any wear and tear.
• This device has  built-in intelligent noise reduction technology. This eliminates unwanted background noise. This will increase productivity of you and your team though loud, reliable real time data sharing.
• Also, this device can impressively charges up fully in 1.8hrs with its battery lasting for up to 21hours. No annoying dead devices whilst on shift!

The Hytera BP515 is available to buy HERE

Motorola R2

Lastly, the Motorola R2 is the latest release from Motorola and is set to replace the extremely popular DP1400.

• Designed to survive drops and falls the R2 enhanced durability ensures the longevity of the device.
• Expect long-range: high receiver sensitivity, high-efficiency antennas and high interference immunity promise clear audio over a long distance, even in noisy environments. 
• Up to 25hr battery life

The Motorola R2 is available to buy HERE

For more information on how two-way radios can combat negative customer reviews and enable your team to provide 5-star customer service, contact our expert sales team today!

0800 328 0100

Service@eemits.co.uk

We stock a wide range of licenced and licence-free devices for all business sizes and needs.

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 – Niamh