If you consider the number of problems that can befall hotel customers during a stay, it can be a bit overwhelming. Broken remote controls. Plumbing problems. Noise from adjoining guestrooms. Incorrect orders from room service. Room key issues. HVAC issues. Kids running in the halls. Not enough chairs at the pool. Slow service in restaurants. Incorrect …
Continue reading “The One Problem that Costs Hotels the Most Customers”
Here are three short, compelling reads regarding customer service and sales. I found each of these very poignant for guest service and hotel sales in our industry: 3 Keys to Customer Service Training and Retention from Ritz-Carlton VP Diana Oreck Ms. Oreck expresses Ritz-Carlton’s passion for customer service training through empowerment and selection. Hey You—Your …
Continue reading “3 Great Sales & Customer Service Reads for the Week”
Since the rocket-like launches of Twitter, Facebook, and Pinterest years ago, organizations have been asking the million dollar question in regards to social media, “How can we convert fans into buyers?” Countless books, seminars, blogs have been devoted to the topic of social media ROI, but (sadly) most seem to miss the most obvious point. …
Continue reading “How to Convert Social Media Followers to Buyers”
A recent presentation by Peter Yesawich, vice chairman of MMGY Global, highlighted a number of trends and insights for the hospitality market in the near term. While there was definitely a lot of beneficial information presented, one key insight may emerge as the number on trend in hospitality: multigenerational travel. “Multigenerational travel” or “mutligen travel” …
Continue reading “Insights: Why Multigenerational Travel is THE Emerging Trend”
I happened upon a curious article entitled “How to Roll Up Your Shirt Sleeves” via a luxury company’s social media and it really struck me. As a man who wears shirts, I suppose I am well-within the blog’s target demographic for this post; however, what really interested wasn’t the content, but rather the positioning. The article details (with …
Continue reading “How To Position Yourself as an Expert – ROLL UP YOUR SHIRT SLEEVES!”
Travelers today are innundated with resources to assist in planning trips. Among the tools are first-hand “unbiased” published on the major booking sites, including TripAdvisor, Booking.com, Expedia and others. But, have you ever wondered, “Who writes these reviews, anyway?” Olery, a reputation management company, has taken a stab at answering that question and the answers …
Question: What’s the best iPhone / Android app that you’re *NOT* using? For 95+% of the iOS and Droid users, the answer is BUMP. This great app allows you to quickly share your contact information or photos with other new contacts by simply bumping your phones together. Seriously, it’s that easy. You don’t have to …
Continue reading “The best iPhone / Droid app you’re not using”
Ryan Estis posts a great blog on the value of sales positioning and how the role of the sales professional has changed in the last ten years, including this slide on the difference between the sales rep and the sales expert. I’ll give you two shots on who wins more business, but …
In the first installment of my series “Six Steps to a More Effective Sales Proposal“, I outlined the importance of focusing your proposal directly on your customer’s goals and concerns, rather than on your company’s accomplishments and background. The second step to writing a sales proposal that will increase your capture rate is to avoid …
Continue reading “Six Steps to a More Effective Sales Proposal – 2. Don’t Feature Dump”
Not a week goes by that I don’t receive an unsolicited, impersonal pitches promising to help draft better sales proposals. I’m sure you’ve seen them. They all seem to start like this: This class will…. This speaker will…. This “award-winning” training will…. Blah, blah, blah. Isn’t it ironic that these mass mailings – full of …
Continue reading “Six Steps to a More Effective Sales Proposal – 1. FOCUS ON YOUR CUSTOMER”
