Mark Simpson explains how virtual shopping has replaced traditional guest communication. Most interactions now happen online with automated responses arriving within minutes, even at night, which shapes positive reviews and handles small issues before they escalate.
Oh, it's an emotional online shopping decision. I had a guest call me, literally left a voicemail and was like, can you mail me some literature? We don't mail literature. Everything is on the Internet. You're booking off the Internet. We barely talk to guests. We have it really automated and streamlined. But in order to not talk on the phone to a guest, you have to communicate like that, like, within minutes. In most cases, we're responding back, and that always comes out in the review. They always talk about how, you know, if they did have an issue. They always talk about, oh, we had something small happen. But by that point, they're just like, they're flabbergasted with how quickly we respond, even if it's the middle of the night. So definitely, definitely. The communication is probably the key.
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