Enhancing Online Presence & Customer Service for Fishing & Sporting Lodges

Date: 11 October 2024

Author: Felix Borenstein

Much of our consulting work is focused on guest attraction and retention.

So, before we step foot on a consulting clients fishing or sporting lodge, we have scoured cyberspace to find out as much as we can about them, their lodge’s profile and footprint in cyberspace.

Analysed their online presence

• We spend time on their web site, reviewing the content, their photos, the web site layout, its functionality, their use of key words, read their blogs for relevance and key word density, looked for broken links, and generally dig deep.
• We’ve checked out their social media platforms, looking at their posts, their relevance, hash tags used, frequency of posting, activity of their followers
• Subscribed to their email newsletters and reviewed previous newsletters

Zoned in on their customer service delivery

• Made an enquiry to access their speed of response and additional documentation/ information that is provided
• Analysed their rates and reviewed where this positions them against their competitors
• Looked at their booking and cancellation policies and compared them to industry standards.
• Reviewed the specialist travel agents that are booking their lodge
• Checked out their reviews & responses on Google & Tripadvisor

 All this pre-onsite inspection work can give a helicopter view of what we will find, but the true essence of a hospitality business can only really be absorbed by being there, walking the halls of the lodge, watching guest interaction, hearing the stories from guests & guides and, well you are going to have to wait for the next blog to find out more