I Spy With My Little Eye

Hotel Sales Prospecting
May 4, 2015

Ever made a cold call from a list or Internet search, and had the door slammed in your face because the person you called didn’t have a need for your services?  Did you do any research before you made the call?  Did you look them up on LinkedIn or check their website BEFORE you called?  If you did, you might have discovered one of three things:  1.  They do plan…


Celebrate Today

April 17, 2015

If you subscribe to a certain genre of calendar, you are treated to a daily “It’s national xxxxx day”.  Most of the celebrations refer to rather obscure groups, but sometimes there is one that is worth marketing.  Now I am not advocating that we take time to market or draw attention to “National Play Your Kazoo Day” (unless of course, you or a member of your staff does indeed play…


First Comes Love.

February 3, 2015

Love is in the air! I hope that each of our hotels already has a “romance” package, promotion or special in their sell strategy,  I hope you were proactive and I hope that you had this strategy in place because you included it in your 2015 Sales & Marketing Plan! If you don’t/didn’t, while it may seem a little bit late, there may still be time to capitalize on the…


Who Was That “Masked” Caller?

January 29, 2015

Sales people are often tested by their owners and managers, for effective sales call techniques.  Most often, these are done to make sure that the sales person covers all the bases, and is constantly honing their technique.  Sometimes, if a sales person seems to be “out of sorts” or having a run of “missing” out on business, a manager will employ a shopping service to discover where the problems lay….


Because You Know I’m All About That Base….

December 18, 2014

“Because you know I’m all about that bass ’bout that bass, no treble, I’m all about that bass ’bout that bass, no treble, I’m all about that bass ’bout that bass, no treble, I’m all about that bass ‘Bout that bass Base business is the key to every sales strategy for every one of our hotels.  Without a base of consistent, and consistently priced business you will always be scurrying…


Multi-Generational Travel

December 17, 2014

Approximately 40% of US leisure travelers (nearly 21 million people) took a multi-generational trip in the previous 12 months.  Family travel is on the upswing and now is the time to capture your piece of the pie. Geographically, families live farther away from each other than at any time in history and millions of post-50 year olds are trading in briefcases for roller bags.  With time, health and disposable income…


R-E-S-P-E-C-T. Sock-It-To-Me!

December 17, 2014

Lately, I’ve noticed an increase in missed deadlines, missed appointments, incomplete assignments, and other items that, in my book show disrespect.  I can’t narrow it down to a certain group or demographic, but whatever the case, in the world of business, missing appointments, being late, or sending incomplete information wastes both your time and mine. For the past 10 years, I used a little black Daytimer appointment book to keep…


Be A Leader And A Follower…..

October 21, 2014

When I read the article I’ve captioned below, I thought to myself…. “this sounds so familiar!”  And indeed it is because I have encouraged sales teams on more than one occasion (and in more than one blog) to reach out to our customers at least every quarter and in unusual ways.  Mr. Millet echoes this practice, and several other ideas I have suggested over the past two years. This sales…


Customer Service or Customer Wowing?

September 23, 2014

“Our strength is great customer service,” I exclaimed on my most recent sales call. “Great, the last 10 sales people I spoke to claim to have the same strength,” said the planner from ABC Company. It is our jobs to sell our strengths and win business against our competition, so we all better have “great customer service” or we are already fighting a losing  battle.  What we really need to…


What Makes You Unique?

July 29, 2014

Customer:  “Tell me about your hotel.” Sales Person:  “Our hotel has 96 rooms, meeting room for up to 60 persons, indoor swimming pool, fitness room, complementary breakfast and WiFi, and free parking.” Customer:  “So does the XYZ hotel next door.” Borrrinnnggg! Just once, I’d like to hear a sales person actually differentiate themselves from the other sales person.  (I think the customer would too!) What if, when asked by a…


Read What You Write Before You Send Is Out

July 25, 2014

Our plates are full and we are always in a hurry to move to they next task, next customer, and next idea.  We rush to get a document of email finished and press send.  But wait!  Did you read back threw what you have written?  Should “is” be “it”, should “there” be “their”, should “sence” be “sense”?  While I throughly understand that we oftentimes need to power through tasks to…


Walking The Walk, Talking The Talk….

July 11, 2014

Ever notice when some people enter the room, that things just seem to stop for a second?  I am not talking about physical beauty, I am talking about a certain magnetic quality, charisma, poise, and confidence.  In a split second, you might form an impression, and an opinion based on appearance, body language, demeanor, and how they are dressed. First impressions are tough to change, so making that first contact…


Do You Really Have A Plan?

July 10, 2014

While there are some people who could sell ice cubes to Eskimos, there are others that just need a bit more guidance and technique. Every sales person – no matter what their product – needs to understand the critical fundamentals of successful selling skills.  Even the ice cube sales person. Here are some of the top selling skills that you should master: Ready? Preparation for the sales call or visit…


No Man Is An Island

June 26, 2014

Some days I want to get away from it all and live alone in a tree house on an island.  LOL I think one of the biggest obstacles businesses (and specifically managers) face is communication, specifically – lack of communication.  Why don’t people acknowledge communications, answer questions, or provide information when it is requested?  It seems like we spend more time chasing people for down for answers to questions when…


To Forward Or Not To Forward… That Is The Question

May 29, 2014

Take the reservation yourself, or send it to the call center? This is a dilemma that has plagued many a hotel. Experts have touted the fact that conversion rates and cost per reservation benefit the hotel when they send/forward incoming reservation calls to the call centers…. but do call centers really know enough to convince our customers that we are the perfect hotel choice when they also sell thousands of…


Key Pricing Strategies

May 19, 2014

I have, on many occasions, cautioned a hotel about starting rates too high. (If you know me well you know that this precautionary advise pains me because I never want to lower rates – LOL.) My rationale is that it is too hard to lower rates once you realize that you might have over estimated the demand. What happens to those proactive customers who have booked the higher rates? If…


Turning Naysayers Into Yeysayers

April 22, 2014

Apologizing is an art. And yes, there is a right and wrong way to apologize…. especially when your hotel has disappointed a guest. I have read many manager responses on Trip Advisor that probably made the situation worse than if they had done nothing at all. Recently I sent you all a copy of an article about responding to reviews. We need to remember that no matter what you say,…


How Do I Get There And How Do I Get Back?

April 15, 2014

Recently, my colleague Bob Weiser happened upon the above poster, inside the elevator of a hotel. What a GREAT idea! I don’t advocate that we duplicate this particular poster’s style, but the premise follows a suggestion I made many months ago about QR codes and making sure they are on all of your collateral pieces, posters, and marketing. This example takes the value of the QR code a step further…


Puppy Philosophy And Engaging Guests

March 28, 2014

Nothing like a good puppy picture to get your attention! You know the premise … “If you want attention, take a baby or a puppy for a walk.” Well, this is my version of taking a puppy for a walk; so pay attention! Ever had butterflies in your stomach before you made a big presentation to a very large group? In those instances, have you ever had someone suggest that…


Pin It!

March 28, 2014

As a kid, did you ever have a bulletin board in your bedroom? I know I had one when I was in high school. When I went to college I even had one over my desk. I am 59 years old and I still have a bulletin board in my office, hanging over my desk. My bulletin boards were (and are) always full of fun snapshots of people, places and…