Ban Tours Yachting merges with the entire fleet at FastReview. Reason? Raising the quality of service

When we talk about reviews in the service, and especially in tourism, it is clear to everyone how they have become one of the most important currencies, because they reflect the satisfaction of guests with our service and product. If for a restaurant, hotel or any other business we have one negative comment, among the last five comments, it is certain that this will directly affect resale. 

Also, an extremely big challenge is that most customers will leave a negative comment if they have had an unpleasant experience, but positive remnants are rarely left behind. If we care about the quality of service, the level of customer satisfaction should be one of our imperatives in business. And that is why it is necessary to approach this challenge strategically, because as we know - positive reviews are money.

And that is why Ban Tours Yachting, in cooperation with the domestic solution FastReview, took on this challenge. 

Ban Tours Yachting is the only charter company in Croatia that has a mono fleet of 44 Dufour Grand Large sailboats located in two bases: Marina Frapa and Kaštela, connects the entire fleet to the application FastReview which aims to improve positive reviews and raise the quality of service. 

It is a domestic startup company and a FastReview solution based on a web application, ie a technological solution that helps the client in more successful business management and brand strengthening in a way that is the easiest way to get positive online user reviews. Crucially, the user immediately leaves a review at the end of the service in the fastest possible way.

Their tool provides the client with a solution that motivates end users to leave reviews via the NFC card on the spot and at the end of using the service. The end user just has to put his phone on the card and the interface opens automatically  leads him directly to leave reviews.

Luka Kalember, Ban Tours Yachting: The most important thing for us is that clients talk about us, if they are satisfied with our service.

We have a fleet of 44 sailboats, and our specialty is that it is privately owned, so the appearance on the charter market is completely different, he says. Luka Kalember, Sales and Marketing Director of Ban Tours Yachting. 

"Fortunately, we manage the quality and maintenance of vessels well and we can say that our quality is a kind of benchmark, so our goal is not to increase positive feedback from customers but their efficient communication directly to the market - and there is FastReview in our analysis and testing solution. Last year we had only four more serious negative comments. What was not good was that the positive comments were not visible to the outside. The most important thing for us, as well as for all other companies,  that clients talk about us, if they are satisfied with our service. What contributes significantly to our collaboration with FastReview is that when a customer leaves the ship they can leave a review directly and immediately. " Kalember points out and adds that they are looking forward to working with FastReview and what feedback they will receive from customers.

"A brief analysis and experiences so far tell us that we expect to jump to the very top this fall," says Kalember and adds that negative reviews are important because they provide an overview of the necessary improvements in business, while positive reviews are even more important because they communicate everything that the company does well.

The best marketing has always been and will be word of mouth. And that is why it is crucial to measure customer satisfaction, both internally and publicly through reviews. In this case, although it seems like a banal process, it is a matter of strategic thinking because a satisfied customer returns and becomes our ambassador. At Ban Tours Yachting, the goal is not only to satisfy the level of service, but also to surpass it.

"Our six-month service is a very professional and pre-planned set of activities / tasks that lead together into one - providing a platform for top experiences; our sailboat.As Croatia is the largest charter market in the world, the client has a lot of websites and offers in front of his research, which makes this, or anything else, difficult to communicate. This makes having a significant number of clients, who talk about our service, even more important and allows us to quickly and unambiguously draw attention to our service. The Holy Grail is to have 1000 to 5000 user reviews that speak positively about your service. When others talk about your product consuming it, it is the holy grail in every business. This is where Fast Review is a perfect fit, and Pero did a great job. " Kalember emphasizes.

We certainly have a much broader context than the reviews themselves, and that is our own quality control of the service, personalized approach to each customer and possible problem, "extinguishing" the fire in case of dissatisfaction with the service by the guest before leaving and leaving a negative comment. efficiency of service quality of each individual employee.

Certainly, the biggest challenge is getting a positive review. People will most often leave negative reviews / reviews, and positive ones rarely. 

Petar Aračić, FastReview: It does not make sense to get "fake" reviews, but a real increase in quality. More positive reviews is ultimately equal money.

FastReview realistically has no restrictions, everything is in the creative approach and implementation of the system, says Petar Aračić, founder and CEO of FastReview and adds that in less than 11 months they have crossed the number of 800 clients worldwide, and we work with various industries.

For example, in catering, the owner of a restaurant or cafe FastReview card gives each waiter, and in addition to directly increasing reviews, the owner monitors the quality of service of each employee. Of course in tourism and the entire HoReCa channel quality control of delivered service. If waiter X got 50 reviews a month and waiter Y 20 reviews a month, of course to see where the problem is. "Quality control is important to the owner, because each card is personalized and is linked to each worker in the hotel, restaurant, boat, taxi…", states Aračić.

Statistics say 90% of people said their purchase was conditioned by online reviews. The problem arises if the end user leaves the point of sale, because if he did not leave a review immediately, there is little chance that he will ever leave it, only negative. It is important to emphasize that this is an environmentally friendly, digital and easy-for-use solution. 

Examples are customer surveys that after being filled out on paper - someone needs to enter, scale, read the manuscript, insert in the tables, draw some conclusions from the results that are often wrong - this is how everything is digitized and automated, and there is no room for human error .

"There is also an extremely important segment of internal reviews because we can react immediately. The biggest problem is when a guest goes and writes a negative review without us even knowing we had a problem. For example when a guest left the hotel and wrote a negative comment Through the new upgrade of the FastReview system, we can react immediately and thus immediately solve the problem and change a negative experience into a positive one and get a positive review online. customers and positive reviews after all ", adds Aračić.

Among the clients who are aware of the importance of online reputation for their business and who have recognized Fast Review as the only possible solution are the world hotel group Hilton, CrownPlaza, Raddison, H10 and many other hotels. Among the local clients there are the famous restaurants Mime's Trattoria, Johann Franckai and many others. Since reviews are necessary and important for every business, our clients include luxury taxi associations, private schools, kindergartens, a large number of private clinics, most famous Croatian winemakers and many others.

"In the last 11 months, our customers have achieved over a million reviews on Google and TripAdvisor with the solutions we offer through the FastReview app. There are many examples, but I would like to single out the last one, a luxury restaurant in the United Arab Emirates. 20 days of using the FastReview solution on TripAdvisor jumped from 38th to 5th place in the restaurants section. When used properly, FastReview allows its customers to achieve results in just one month, which would otherwise take at least two years. " concludes Aračić.

It should certainly be mentioned that a unique franchise award was held on the Croatian and regional market last week. Franchise Brand Leader Award 2021., where FastReview was named the fastest growing new Croatian franchise.

Kalember: Everyone in the industry needs to push forward, grow and develop, all with the goal of better overall service quality

"The pandemic itself has changed many things. When we started running this department under my helm, we introduced many new things - from social media communications, software, changes to new communications and sales strategies, as well as some painful decisions in 2020 such as access to pricing and partners themselves. I can say that in 2022 everything is coming to fruition and I hope that in 14 days we will break all records in the last 14 years of work in the charter department in Ban Tours. I believe and know that others have been much better this year and these are great things for our industry. Every crisis is really an opportunity, and the whole situation has encouraged a good part of colleagues to new relationships and market appearances. I also hope that our cooperation with FastReview and Croatia Airlines will encourage others to push forward. " Kalember pointed out 

By the way, this year Croatia Airlines and Ban Tours signed an agreement on business cooperation which resulted in the creation of a joint product - Fly & Sail. 

The program enables domestic and foreign tourists to spend unforgettable days exploring the beauties of the Republic of Croatia with attractive prices and discounts of 15% on renting a sailboat and 15% on the price of a plane ticket, thus creating unforgettable memories.

"My philosophy has always been cooperation, cooperation and communication. Every year we host 5.500 to 6.500 guests, we talk about a large number of people who are in a controlled environment. Their status on board must be used much better. It is a very large asset and context to improve our services.This is something that everyone needs to turn to and we all need to communicate.I think we should definitely take a small step forward, it is a complex story but necessary.We all as an industry need to push forward, grow and develop, and all with the aim of improving the overall quality of service ", concludes Kalember. 

In conclusion, FastReview helps companies gain more positive online reviews from their customers and directly control the quality of service. And as has been repeatedly pointed out in this article: Positive reviews will eventually result in higher financial income for the owner himself.