A Nantucket Affair (Nantucket Beach Plum Cove #4)(15)

“Sure, honey. Whatever you want to do is fine by me. You know I appreciate your help. It’s all Greek to me.” Kate understood the ins and outs of internet marketing, especially Facebook advertising, far better than Lisa ever would.

While Kate played with the ads, Lisa scrolled through the recent reviews that guests had left on AirBnb, the site that generated many of her bookings. They were always mostly four-or five-star reviews, except for the occasional grump. Now and then, they had a guest who was difficult and impossible to please. There wasn’t enough hot water or the water was too hot, the sheets were too soft or not soft enough. It seemed like some people were just looking for things to complain about. But fortunately, that was the rare exception and most of the guests had been lovely.

“Hmmm. This is an odd one. This couple was so nice and yet they left me a one-star review.”

Kate looked up. “What does it say?”

“It’s the strangest review we’ve had yet.” Lisa read it out loud.

“Location was lovely, but the service was disappointing. The host, Lisa Hodges, seemed as though we were bothering her at breakfast when we asked for decaf coffee. We won’t be back. Next time, we’ll stay at Red Rose Bed and Breakfast. We usually stay there and tried something new this time and that was a mistake. Don’t make the same mistake we did. Go to Red Rose.”

“Hm. Wasn’t the owner of Red Rose one of the people that opposed you at that first selectman’s meeting?”

“Yes. She was.” Lisa sighed. “Maybe the Laceys are friends of hers. Or maybe they really were disappointed.”

“That review almost reads like an ad for Red Rose.”

Lisa bit her lower lip, something she did when she was deep in thought or worried.

“Do you think that will hurt business?”

Kate hesitated for a moment before saying, “Well, it’s not helping. Negative reviews like that can deter people, which seems like the intention. You should reply to it.”

“Really? What would I say?”

“The best way to handle a negative review is to kill them with kindness, and to try to make it right. Even if they don’t reply, others will see that you care about customer satisfaction. Ask them to message you directly with their concerns and say that you will do what you can to make it right. If they do, offer them a free night if they give you another chance.”

Lisa frowned. “The last thing I feel like doing is giving them free anything.”

“Remember, Mom, this is a business decision. I know this hurt your feelings. It would mine, too. But don’t take it personally.”

“It’s hard not to. But, you’re right. I’ll let you take a look before I hit submit.”

Lisa thought about what to write and then kept it simple. She read it aloud to Kate when she finished.

Thank you for staying with us and for sharing your concerns. I’m so sorry that you were disappointed with the service. We try our best to make every guest feel welcome, but we’re not perfect. I hope that you will give us another chance. Please message me to discuss how we can make your next visit a better experience.

“That’s perfect,” Kate said.

Lisa hit submit and sighed. The bad review had spoiled her good mood. She was feeling very down and like a failure. She got up and cut herself a slice of the cinnamon walnut coffee cake she’d served that morning to the guests. It was decadently rich, made with butter and sour cream, and Lisa usually avoided it or had the tiniest of slivers. The guests always loved it. Instead of a sliver, she cut herself a thick slice and asked Kate if she wanted any.

“No, thanks. That will go right to my hips and I don’t need any help there.”

Lisa smiled as she settled back in her seat and took a big bite of the cake. It was perfect comfort food and she’d always been a stress eater. Kate was exaggerating a bit, too. She’d never had a weight problem, though she wasn’t as slim as her sister, Kristen, who wasn’t as food obsessed as the rest of them. Kristen often forgot to eat while she was painting.

“Mom, seriously don’t give too much weight to that review. It’s just one review out of a sea of positive ones. Everyone loves staying here.”

“I suppose you’re right.”

“I am. And I understand, believe me. It’s even worse with writing. There are always people that just don’t like what I write, no matter how much everyone else loves it. It took me a long time to realize that they just aren’t my audience. I cried when I got my first bad review. I made the mistake of looking at reviews before writing, and I wasn’t able to write a word that day, I was so upset.”

“Oh, honey. I’m sorry. You’re a wonderful writer. Ignore those mean reviews.”

Kate grinned. “Exactly. That’s excellent advice, so you do the same.”

Lisa laughed and felt her bad mood fading.

An hour later, as Kate was getting ready to head home, Lisa’s mailbox dinged with a new email. It was from Ron Lacey, who must have seen or been notified about Lisa’s reply to their review. She steeled herself for more negativity when she opened the message, but Ron surprised her.

“Lisa, I have to apologize. I’m not sure what came over my wife to leave that review. We had a great stay and everything was just fine, better than fine. I’m embarrassed to admit this, but Debbie is friends with the owner of that other bed-and-breakfast. She must have been trying to help her. I will make sure the review is amended, or removed. And I thank you again for a great stay. Ron Lacey.”