The First Impressions Topic explained
You only have one chance to make sure your guests have a great stay. Unclear door lock instructions, an out of date wifi code or a poorly made bed do not lead to happy guests or repeat bookings. With First Impressions, you can immediately get ahead of any issues or have peace of mind that your guests are having a great time.
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Table of contents:
- What is the First Impressions Topic?
- How do I include a First Impressions Rating Topic in my guide?
- Collecting email addresses for marketing
- How do I send / communicate this to my guests / users?
- How can I download all the collected responses?
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What is the First Impressions Topic?
Itâs a special type of topic that allows you to collect your guestsâ first impressions soon after theyâve checked in. This gives you the opportunity to get in front of any issue before itâs too late!
Hereâs an example of how it appears in the guest view:
When a guest completes the rating and submits the form an email will be sent to your nominated email address with the details of the submission.
How do I include a First Impressions Rating Topic in my guide?
You add it from Content Hub, itâs one of the choices in the âAdd Topicâ option found in the 3 dots menu, or in the bar at the bottom, of the Subcategory where you want the topic to appear.
The topic name, description, photo/video, tags and access level are exactly the same as a regular topic.
Enter the email address that you would like the email with details of the submission sent to (note you can add more than one email recipient).
Collecting email addresses for marketing
You can set whether you will use the collected contact details for marketing purposes. If you choose âYesâ then you will need to enter a link to your privacy policy so that we can share this in the topic with an opt-in checkbox. The legal status of using emails and phone numbers for marketing purposes varies widely across the world, be sure you have a suitable data privacy policy in place before collecting contact details for marketing.
When downloading all the responses, you will be able to see if the user has given permission to use their email.
How do I send / communicate this to my guests / users?
Good question! Unless you communicate this properly youâll get very few people completing the rating. We suggest:
- Create a standalone automated email or sms that auto-sends the link to complete the rating
- Send it with your own system/process, or use Memo, our automated communication platform
- Include the deep link to the relevant topic in your guide (hereâs how)
- Keep the message short, friendly and human (example wording below)
- Generate a QR code (hereâs how) and place it on a card/plaque in your home
Example wording to communicate this effectively to your users / guests
If sending via email:
Hello Jane,
Now that youâve checked in, weâd love your first impressions. Please click this link and leave us a rating of your first impressions (5 being âeverything is as we expected itâ). Weâre committed to ensuring you have the best possible stay so weâd love the opportunity to address any issues. And if everything is as expected, we look forward to receiving a 5-star rating đ
Thank you!
John
If sending via text/sms:
Hello Jane, hope everything is as you expected! Pretty please let us know by leaving a 1-5 rating (5 signals all is fine). Thank you. John
How can I download all the collected responses?
There is an option called "Rating/Email Capture Topic Responses" that allows you to download all responses to your rating topics from the Downloads section of the Guides page. Youâll find filters to choose the topics, guides and time period the download is for.
The download will indicate if permission was given by the user for their details to be used for marketing purposes.