The Ahhh…Ras Natango Gallery and Garden is the top shopping destination in Montego Bay, Jamaica. Here’s how they’re making the most of their presence on TripAdvisor.
A vibrant art gallery, a lush garden and a stunning view of Montego Bay in sunny Jamaica. Yet one of Ahhh…Ras Natango Gallery and Garden’s most compelling features is its TripAdvisor property page.
After all, Ahhh…Ras Natango Gallery and Garden’s presence on TripAdvisor drives more than 90% of their business. And as a TripAdvisor Certificate of Excellence winner for 2013, this increasingly popular attraction plans to continue expanding its offerings.
Co-owner Tamika Williams is so happy with the results she’s seen that she says, “TripAdvisor is the cherry on top of the cake.” Lucky, she’s happy to share her secrets for attracting new visitors from the world’s largest travel site.
Getting more reviews
Add the TripAdvisor logo to take-home items: Williams added the TripAdvisor logo to their brochure. Why? Because they give one to every visitor, and it’s a great reminder to write a review. “TripAdvisor is trusted the world over. Sometimes visitors forget to write a review when they go home, but then they look at the brochure and it prompts them to write that review.”
Try Review Express: Williams noticed Review Express in the Management Center and tried it out with some recent guests who hadn’t written a review yet. “I like that I have the option to write my own note, and the pre-written option is so easy! I just added the email addresses and hit send.” Another thing she likes is that she knows it will grab the attention of her guests. “When people see an email from TripAdvisor, they open it immediately.”
Responding to reviews
Show you appreciate their effort: No one has to write a review – they do it on their own time. That’s why Williams always makes sure to include a thank you in her Management Responses. She also personalizes each response to help guests feel like their contribution is extra appreciated.
Personalize each reply: Williams suggests doing this whenever possible to build a stronger connection with the reviewer, and to help impress prospective visitors researching your property on TripAdvisor. “It’s not just about responding – it’s about making each one unique based on each review’s comments and the guest’s individual experience. One visitor came back a second day just to work in the garden, so I mentioned that when responding to her review.”
Let them know you value feedback: While Ahhh…Ras Natango Gallery and Garden has received all positive reviews so far, Williams points out, “I know what I’d say if we ever got a negative review. I’d apologize and show them I appreciate their feedback, too. It’s about getting them to come back.” With negative reviews, it’s important to address the traveler’s experience and show you’ll do whatever you can to avoid it happening again.
Promoting your TripAdvisor popularity
Include a widget on your website: Ahhh…Ras Natango Gallery and Garden is getting ready to launch their new website, and one thing they’re prioritizing is a TripAdvisor widget. Adding one to your website is easy, and you can choose from widgets that display your TripAdvisor rating, recent reviews and other influential options that show travelers you’re a great choice.
Put your stickers somewhere prominent: Using your TripAdvisor stickers wisely can help inspire confidence in visitors and potential visitors. As Williams says, “The TripAdvisor logo is a sign of trust. That’s why we have one TripAdvisor sticker in our art gallery and another on our shuttle van.” Add your stickers where people can easily see them, such as on your door or by the cash register.
Improving your attraction with guest feedback
Pay attention to reviews: No matter where she is, Williams immediately reads new reviews when she gets a notification from TripAdvisor. Suggestions in reviews help show her where improvements can be made, and themes in positive reviews help point out strengths you can leverage in marketing and operations.
Listen to guests when they’re onsite: Sometimes it’s a little thing, like adding in a railing here or there. Other times, it leads to bigger improvements. By visitor request, Ahhh…Ras Natango Gallery and Garden now offers traditional Jamaican cuisine featuring local ingredients, and this new addition wins over many travelers. “One visitor pointed out we feature great local produce in our salads but served store-bought dressings. Now we make our own, and a chef who visited recently poured an entire bottle of our dressing on his salad!”
Ahhh…Ras Natango Gallery and Garden is a growing small business, and TripAdvisor has been an influential part of their continued success. So whether you run an attraction, accommodation or restaurant, try these tips to help you get even better results with your TripAdvisor presence. Soon, you just might have your own TripAdvisor best practices to share!
Källa: TripAdvisor Insights.