• Etiquette In Today’s World:  Where is Emily Post When You Need Her?
  • Forget About Finding Passion In The Workplace.
  • 2019… The Year of the Pig
  • Work Like A Dog For Sales Success
  • ‘Tis The Season For Thanks And Giving

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

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…..

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 wowing

Customer Service or Customer Wowing?

“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…

Unique color fish

What Makes You Unique?

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 Right Before You Send Is Out

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…

first impressions

Walking The Walk, Talking The Talk….

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?

While there are some people who could sell ice cubes to Eskimos, there are others that just need a bit more guidance and technique.  You need to have a plan. 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…


No Man Is An Island

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

Take the reservation yourself, or forward 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…

pricing strategies

Key Pricing Strategies

I have, on many occasions, cautioned a hotel about their pricing strategies and 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…


Turning Naysayers Into Yeysayers

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?

Recently, my colleague 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 (and it…


Puppy Philosophy And Engaging Guests

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!

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…

high maintenance

Treat Me Like the Queen/King I Know I Am

We’ve all experienced our share of high maintenance guests, those individuals who check in to our hotels, demand the world, and want to pay the least amount. It is frustrating and we often question whether or not this is a true customer for our hotel and/or if they are worth it. Sometimes we even resent their business and how much time and effort it takes to “make them happy” versus…

being different

Be A Horse Of A Different Color

Wow. I couldn’t agree more with Mr. Kennedy’s article, “Is Yours ‘Just’ A Hotel?”. What is so awesome about the content of this article is that it confirms most everything I have written over the past two years of blogging (ouch – I am patting myself on the back too hard). Seriously though, I have oftentimes referenced the significance of standing out from the crowd, being different from the hotel…


Call Me… Maybe?

Prospecting is tedious, but such an integral component of the sales process. Sales persons typically dislike this part of their job, given their natural need for “being out there and smoozing with the customer”. As you can see from Glenn Haussman’s points (excerpted below in part, and in the article link at the end of my blog), he too emphasizes the importance of tailoring your communication style to the wants…


Are You Wallowing In The Grass Or In The Mud?

Regardless if you are happily wallowing in the grass, or happily wallowing in the mud – there is a lesson to the story. What a great article written by Bonnie Knutson (excerpted below) with a great message. Customers like to be rewarded! What struck me as the valuable premise from the article, was that we should think about and develop our sales and marketing strategies based on the reward! Now…


Resolutions: Yeah or Nay?

Every year I make the same resolutions: eat less, exercise more, be happy, work hard, yada yada yada. I’m usually good for the first couple of weeks and then boom – something happens and I get off track. But every year, despite the set backs, I gather my thoughts together and set about again, proclaiming that I vow to do this or that and really make it happen this time….