Reputation Management When it’s on the line.


Look around Cape May, there are scores of restaurants. Now look online, places like TripAdvisor, Yelp where there are countless reviews of  eateries, hotels and motels. One of the most comforting things for visitors to Cape May is the high rating that most places of business get in this town. With little exception the spread of difference between the best rated and the least is minimal. Which, for the Cape May visitor is a bonus. For the Cape May business owner it’s a whole different game.

Monitoring Social Media and reputation based sites is crucial for any customer service based organization. It is imperative for anyone in hospitality. Of course the key to getting great reviews is to start with great customer service and an impeccable product, be it food, lodging or attraction. In Cape May and the surrounding area there is a lot of all three.

Sites like TripAdvisor, the most heavily trafficked travel website in the world, actually encourage businesses to seek reviews from legitimate guests and customers. Each listing on TripAdvisor has a corresponding Management center where owners and managers can and should claim their pages and add relevant content and pictures. There they can also respond to reviews and if necessary contest reviews they feel are inappropriate  or untrue. If well written, claims of reviews not meeting TripAdvisor guidelines can actually be removed. This is a feature that sadly few managers and business owners utilize and are left with reviews that really should be removed.

With all the instructional information available to businesses, it still comes down to offering outstanding service, clean facilities, and great followup with the customer. Otherwise the business of monitoring one’s reputation will be a task defending against claims to the contrary. Don’t let that happen to you.


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  1. Suzanne Taylor
    March 7, 2014 / 1:48 pm

    John,you are absolutely correct on this.I try very hard to respond to all trip advisor reviews.I think customers get a kick out of my answers.Sometimes I get the feeling they don’t post anything bad because it might hurt my feelings,they go to the company directly.They tourist industry depends on us being responsive to their postings.

    • captcooke
      March 7, 2014 / 2:14 pm

      That’s a best practice Suzanne. Thanks for stopping by to read the post and to comment.