Do You Notice When Customers Leave?

May 12, 2012

Caring about your customers is an important aspect of creating customer loyalty, and that includes when they stop spending. Pay attention when a regular customer doesn’t come back. Reach out letting them know you have noticed they’re missing and you want them back. Understanding why they left can be a valuable lesson. That emotional connection keeps you top of mind and helps your customers feel more connected to you. No,…


Manta As A Database Opportunity

May 9, 2012

I subscribe to Manta. I would like to subscribe to Hoovers, but the cost simply outweighs the need. Manta is free and has much of the same information. How many of you have ever used Manta? If you have not, give this a try. I think you will be pleasantly surprised. Manta is a database of companies and contacts. It is a good tool for prospecting. You can choose to…


When Opportunity Knocks… Are You Answering?

May 3, 2012

“I recently stumbled upon an image online that stuck with me, and I’ve found it applicable to a number of situations since. It said: “Dear Optimist, Pessimist and Realist: While you were arguing about the glass of water, I drank it. Sincerely, The Opportunist.” This clever spin on the age old question “is the glass half-empty or half-full” applies directly to your everyday business. Yes, the economy remains volatile, and…


Don’t Be A Kiosk

May 1, 2012

Wash. Rinse. Repeat. It is never enough to comply with requests. Some people approach customer service like this: Take a request, comply with the request, repeat. Take a request, comply with the request, repeat. Kiosks can do the same thing. Don’t be a kiosk. The true power in the human element of service excellence is how you make someone feel. As a result of being served by you, people should…


Who Is Your Hotel’s Competition?

April 16, 2012

I read an interesting article today…. “The $64,000 Question:  Who Really is Your Hotel’s Competition?”… and wondered if all of our hotel’s really knew the answer to this question. Do you? Really? As Ms. Knutson asks in her article (below), when was the last time you asked your customers, “if you didn’t stay/meet/eat with us, where would you have stayed/met/eaten?” and then the all important follow up question, “why?”. I challenge…


Prospecting Doesn’t Have To Be A Dirty Word

March 22, 2012

I love this topic! I also hate this topic! And, even though we love to hate “prospecting” (unless it is for gold), it is a necessary evil for all hotel sales people. I (we) can all relate to the fact that we can come up with every reason in the book and do every other task on our To Do list first before we tackle prospecting. We all have prospecting…