How Tripadvisor Reviews Helped Brian Harris Grow His Business

Jul 13, 2017 | Expert Advice

In 1983, the Internet was still an experiment, the first cell phones went on sale to the public, and Brian Harris’s parents were thinking about buying their very first vacation home. In 2017, however, the internet is everywhere, most cell phones are smarter than their owners, and Brian Harris is CEO of a thriving property management and real estate business, managing 90 rentals in the Gulf Shores.

So, how did the Harris family do it? TripAdvisor reviews have something to do with it! Read on to find out how…

GIVING GUESTS A GREAT EXPERIENCE

Harris Properties pride themselves on providing a local experience, and communicate that personally through actually speaking to their guests.

 “For a long time, I thought that our guests were on vacation and we should leave them be. But we were hearing that people wanted us to check on them mid-way through, just to make sure everything’s ok. Texts are great for interacting with guests like that–they can ignore it or bring something up.”

BRIAN’S TOP REVIEW TIPS

Now, as Harris Properties continues to go from strength to strength, Brian is more focused on reviews than ever. “There’s more value in guest reviews than any copy we create” explains Brian. “Guests want to hear what stands out and what’s special, from people who have actually stayed there. Reviews put potential guests at ease. Adding confidence is the main thing.” Despite Harris Properties’ rapid growth, Brian recognizes that havin

g a clear oversight of his reviews is important. “We have a spreadsheet that tracks not only the number of reviews on different platforms, but the review ranking.” TripAdvisor reviews have also served as a worthwhile marketing tool for Harris Properties. “As we gain more reviews for the properties we manage, I also think we’re being boosted on Google, as Google pulls through the TripAdvisor reviews. That, specifically, gives guests a really great first impression.” Plus, Brian has a clever way of maximizing TripAdvisor reviews from all different types of travelers, even those who aren’t the most tech-savvy: “I leave physical guest review books in all of my properties be

cause some people are digital and some people are analog. From time to time, usually in the fall, I go around and collect the guest books. I’ll then follow up with any 

travelers who wrote a physical review, thank them, and ask if they wouldn’t mind posting it on TripAdvisor. It’s a good way of capturing that positive feeling in a way that suits the traveler.”

BUILDING GUEST RELATIONSHIPS AFTER THE REVIEW

Another way to keep things fun is to build great relationships with the guests that come back year on year. They even have a discount where guests who rent for 30 years get a vacation for free, named after their oldest customer Rita Alderson. “She’s been renting vacation properties from Harris Properties for over 30 years so we created a discount in her honour. We did the whole thing–balloons, a big bunch of people–and they just thought they were getting a gift basket.” And with guests coming back for 30 years plus–and bringing their kids and grandkids along, too–they must be doing something right.

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