What Defines Quality?

quality service
September 10, 2018

They say that beauty is in the ‘eye of the beholder’; but what about quality?  Who determines what defines quality and where the benchmark should be placed?  When it comes to product selection, individuals definitely have their own standards of quality when it comes to choosing a product or service.  Conversely, brands/owners/managers have established a level of quality that must be achieved in order to be proud of their service AND to…

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Prior Plan-ning Prevents (P*ss) Poor Performance

Plan
June 27, 2018

Whether you call it the 4 P’s, 5 P’s, 6 P’s, 7 P’s or 10 P’s, it all means the same thing…. you must plan in order to properly execute your strategies. I’m an Army Brat – the #1 child (birth order) – my Dad was a full colonel (career officer) and we were raised to be respectful, obedient, and honorable children.  This upbringing has been the basis of my growing…

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What’s The Temperature In Your Back Office?

temperature
May 3, 2018

What’s the temperature in your back office? No, I am not talking about your thermostat… I am talking about the climate of your culture!  Do you and other property leaders run hot and cold, or does your leadership temperature need to rise to a degree or two?  Or, are you an over-the-top, highly emotional leader and need to take it down a notch? As any leader will tell you that…

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May Day: Day to Celebrate or a Cry for Help?

April 30, 2018

On Tuesday, May 1st we celebrate May Day.  It’s a sure sign that warmer weather is upon us and that summer cannot be far behind.  May Day is a happy day.  We pick and give flowers, we dance around May Poles, we dig out pastel colored clothes, and we start thinking of beach days.  Why then, do people in distress cry “mayday mayday mayday”?  Surely, they could have found a different…

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Salesmanship… Walking The Line Between Marketing and Sales

salesmanship
April 2, 2018

We all need to sharpen our salesmanship skills to not only keep pace in the market but to win the battle amongst our competition salespersons.  In January, I wrote a blog entitled “Is Selling Just Marketing or Is Marketing Selling?”  After reading the blog and (hopefully) evaluating your own sales process, did you make any adjustments to your personal salesmanship activities?  Have you evaluated the proportion of sales versus marketing activities…

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Trends: Jump on the Bandwagon or Jump off the Cliff?

trends or gimmicks
March 9, 2018

In our industry, trends are often shared about anything and everything to try to impress the customer.  Some are great!  Some are, well, a bit over-the-top (i.e. installing sensory deprivation tank for wellness treatments…1,000 pounds of Epsom salt, free of sound, free of gravity, total darkness, just you and your thoughts, floating in the water, promising total-body rehabilitation).  Everyone wants to offer ideas on what will bring in the most…

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You’ve Quoted Too High. Now What Do You Do?

High price
March 7, 2018

You went for the moon and priced high.  You wanted to show the market who’s the boss.  You made your stand, but the customer hasn’t called you back and won’t return your call.  You are frantic because you want and need their business.  What do you do now? Oh boy.  What does a salesperson do when they have overpriced their product in a competitive market? In order to address the problem…

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Super-Stay Me on Super Sunday

Going to be a super game
January 29, 2018

Ahhh, the #SuperBowl!  What a great day for football.  What a great day to super-stay your guests!  Do you have plans to celebrate “Big Game” Sunday at your hotel?  How are you going to add to the customer experience? Whether you are a New England fan (me), a Philadelphia fan, or just a football fan in general, there is cause to celebrate in your hotel.  It’s no fun to watch the game alone.  Fans want…

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Is Selling Just Marketing, or is Marketing Just Selling?

January 22, 2018

There is often confusion as to whether a good salesperson is actually selling or whether they are just wandering around the community marketing their hotel and hoping a sales contract drops in their laps. In order to try to specifically define the difference, I called on my old friend Wikipedia to help me with the definition: Sales:  The activity of selling, or the number of goods or services sold in…

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Profanity In The Workplace. Why Do We Cuss?

profanity filter
January 17, 2018

Dang.  This world seems to have spiraled out of control with potty-mouth talk.  When did profanity become acceptable?  When did it become socially acceptable to communicate using cuss words?  Open social media.  Open emails.  Listen to conversations (young and old/educated and uneducated).  Listen to television, radio, music and video.  Look at #hashtags.  Every other word seems to be profanity. Why do people think that profanity is acceptable in today’s society?…

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Love Is In The Air. Or Is It?

Love Love Lov
January 12, 2018

The Beatles say “All You Need Is Love”.  John Paul Young says “Love Is In The Air”.  The Captain and Tennille say “Love Will Keep Us Together”.  It really doesn’t matter how we define Love or why it works – we just need to create a “Love Story” for our guests and help our loyal customers feel “The Power of (our) Love”  especially in February – the month of “Love Actually”. So,…

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Happy New Year! Set Your Goals High!

New Year - New Focus
January 2, 2018

Happy New Year! We all have great intentions, a renewed vigor for our work, and the desire to be ultra-successful in 2018, right?  I know I do and am very busy today making sure my stars are aligned, my focus is razor sharp, and I am poised and ready for a successful New Year! What better way to start 2018 than to make sure your roadmap is in place and you…

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Respect. Does It Exist Anymore?

Respect basics
December 15, 2017

It might be the time of the year or my mood, but it seems respect has grown wings and flown out the window. I went back and searched my blogs because I know I did a blog a number of years ago on respect, and sure enough – there it was – written on 12/17/2014.  In that past post, I spoke about respecting time.  Missing meetings, deadlines, or simply not responding to…

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Loyal Customers – Are They Worth The Price?

Loyal Man's Best Friend
November 2, 2017

Why are people loyal to a product?  Is it because the product is just that good, familiar or worth it?  Or, are we getting customers to be loyal to our hotels because of the time and money we invest to make them love us? While I personally think that it is probably a combination of all factors, I do believe that “influencing” people to buy your product can be effective. …

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Creating a Social Strategy and Social Calendar for Social Media Posts

social media tree
October 13, 2017

Several of our portfolio hotels employ a company for social media postings.  Some of you do your postings in-house.   And, some hotels I am responsible for your social media.  No matter the vehicle, it is imperative that whoever is doing your social media posting thinks logically, has a written social media plan and creates an organized calendar of what and when to post. Being organized helps your page feel purposeful,…

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Google Alerts… Free Sales Prospecting Tool

Digital news, Google alerts
October 12, 2017

Do you have Google Alerts set for all your customer companies?  What about companies you want as your customers? One of the biggest advantages a salesperson has is his/her knowledge of the market and customer base.  Knowing everything about your clients is imperative to relationship building.  If you know the “latest and greatest” about your client companies, competition, and information about what people are saying about you and your hotel,…

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Bleisure Travel – What’s In It For You?

Bleisure Travel
August 21, 2017

Everyday, Road Warriors grab their suitcases, kiss their families and loved ones goodbye and set off to work.  Business travel is a way of life for many – some love it, some don’t.  For those who don’t love it, often times it is because they miss their spouse and children, miss the milestones in their lives, and miss the day-to-day business of family relationships.  Bleisure Travel may be the solution!…

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Be A Star When Analyzing Your STR Report

Star on your STR
August 18, 2017

You’re in an owner’s review meeting, and your hotel owner asks, “Why did our comp set beat us?  What did they have that we didn’t have?”.  What do you respond?  Continually saying “I don’t know” is not star behavior.  We must be great “star analyzers” of STR (Smith Travel Research) reports, and hotel GMs and sales managers must keep track of what’s going on in our communities, areas, and in competitive…

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Stay on Beat – Learn the Sales Dance Steps

Sales Dance
May 30, 2017

I am a salesperson by day and a dancer by night.  I have often thought about the connection between the two.  Selling requires planning and leadership.  Dancing requires technique and leading/following.  Both sales and dance require choreography and a good sense of timing.  It is no wonder that people refer to it as a “Sales Dance”. As I sit here at my desk on the cusp of the first day…

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Should We Celebrate on Memorial Day or Remember?

Poppies mean remembrance on Memorial Day.
May 24, 2017

According to the definition in Wikipedia, “Memorial Day is a federal holiday in the United States for remembering the people who died while serving in the country’s armed forces. The holiday, which is currently observed every year on the last Monday of May, originated as Decoration Day after the American Civil War in 1868, when the Grand Army of the Republic, an organization of Union veterans founded in Decatur, Illinois,…

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