Being in control of your own experience means you can continually iterate and evolve; this is your journey! As you gain experience hosting, if you listen to your guests carefully, you may find valuable opportunities to learn from their feedback. Guests can teach you how your experience is successful and point out ways you can make it even better. Continually working to improve your experience can help you craft the ideal journey for your guests – one that can lead to more positive reviews, and more potential bookings.
I always start my tour asking my guests, “Why did you book this experience?” They say that they are looking for an uncommon experience. So I am sure to offer them something more unique, something they couldn’t experience on their own. I tried to create a more interesting tour than what I saw offered, and this has worked for me. I get curious guests from around the world. – Gabriela, host of Get to know Little Africa in Rio de Janeiro
Ready to grow as a host? Here are three strategies that can help you collect feedback from guests and use it to evolve your experience.
Consider setting up a monthly review (perhaps the first of every month) to look over feedback, questions, and comments you’ve received from guests. Reviewing your feedback at regular intervals may enable you to see patterns in guests input and make changes that can benefit your future guests. It can also prevent you from making big changes based on an isolated comment from a single guest.
Assess each phase of the experience
During your review, consider the questions guests ask, and how they interact with you before, during the introduction stage, during the main activity, while wrapping up, and after the experience. Keep an eye out for indicators that can help you improve. Here are some key areas you might want to consider:
Before the experience
- Do you get the same questions each time before guests book or before the experience starts?
- Look at your bookings. If you offer your experience on different days or at different times, which are the most popular? When do guests tend to book and how far in advance?
- What do your guests do in the hours leading up to your experience?
- Do you receive last minute questions from guests about where to meet up or what to bring?
The introduction stage
- Do guests appear to be unsure about your meeting location?
- Are guests arriving prepared and on time?
- What initial questions or concerns do guests have?
- Can you sense it takes some time for guests to warm up to each other and yourself?
- What are guests asking throughout the experience that you might want to cover earlier on?
During the activity
- Is there any moment in the experience where guests seem surprised at what it includes?
- Do you notice any friction or difficulty for guests during certain parts of the experience?
- During the experience do you notice when there’s a lull in energy or guests get bored?
- Is there a part of the experience where guests seem especially excited and engaged?
- Do guests linger? Do they know when the experience has finished?
- What closing questions do guests ask?
- Are there ways you can make recommendations for activities to do in the area to extend the positive feeling your experience generated?
After the experience
- Are guests sharing on social media? Have you shared your handle and a hashtag with them and encouraged them to share?
- Are you following up with guests and politely inviting them to leave reviews? If so, are they doing so? If not, how can you better ensure that they do?
- What do guests mention in their reviews? Do they reflect the best parts of your experience?
When we first launched, we asked our friends to book our experience. This allowed us to get their honest feedback, highlighting the needs to adjust the times we were offering to avoid the midday heat, start offering snacks, sun protection, and that the highest demand was on the weekends. – Jessie and Thomas, hosts of The Hollywood Sign Hike in Los Angeles
Consider taking notes about the answers to these questions and look for patterns. For instance, if guests are continuously confused about the meeting point, how can you clarify that in your listing? If there’s a particular part of your experience guests find very engaging, how can you capture that in your experience description?
To continue growing your experience, consider these two ideas:
- Adjust your description to highlight the most popular parts of your experience and clarify any aspects that guests found confusing.
- Test your prices. Remember, you can set different prices for different dates and times. If you find more people are booking on Saturday versus Wednesday, you may consider offering your Wednesday experience at a lower price.
Have you incorporated advice from a past guest to improve your experience? We want to hear about it, let us know!