• Prior Plan-ning Prevents (P*ss) Poor Performance
  • What’s The Temperature In Your Back Office?
  • May Day:  Day to Celebrate or a Cry for Help?
  • Salesmanship… Walking The Line Between Marketing and Sales
  • You’ve Quoted Too High.  Now What Do You Do?

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…

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To Forward Or Not To Forward… That Is The Question

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…

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Key Pricing Strategies

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…

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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,…

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

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…

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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…

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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…

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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…

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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…

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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…

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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…

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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….

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Just How Cold Are You?

While many of us are suffering through the Arctic chill that has plagued our nation this week, we need to remember that warm sunshine, Spring Break, President’s Day, and Valentine’s Day are just around the corner. So plug in your “happy lights” and try to think “what do my customers want from me/hotel next month!” and get busy designing or resurrecting your packages, promotions, and/or order those “Spring has Sprung”…

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Random Acts Of Kindness

‘Tis the season for family, friends, sharing and counting our blessings. Everyday, you hear on the news, read in the papers, and watch on the computer – about random acts of kindness. Not just celebrities and mega-companies looking for publicity, but real people like you and me – doing things for others…… the pay it forward thing….. the unexpected thing. While I am not advocating digging into the coffers of…

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How Do We Get Our Children To Buy Our Products

Back in August I wrote a blog entitled, “How do we get our parents to buy our products”. It addressed the demographics of our customers and how we need to customize our sell tactics and messaging to each generation and market segment. Subsequently, last week – I also blogged about generational selling in “This is my generation, baby!” Every day I encounter articles and blogs about the importance of the…

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Act Effectively – Work Smarter Not Harder

My last blog referenced the Leader’s Toolbox and discussed the importance of being unique. Today I want to address another important subject….. Effectiveness. “Efficiency is doing things right; effectiveness is doing the right things.” ~ Peter Drucker Here is the second tool you should add to your toolbox: Act Effectively – Work Smarter Not Harder Every morning I sit at my desk and look at my “To Do” list. Every…

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Be Unique. Color Outside The Lines.

Every day we ask our property leaders to take the reigns in hand and guide our hotels to be successful, profitable, and efficient. In this fast-moving world we needed to not only use our historical knowledge, but adapt to the ever changing world. You need to be flexible, tolerant and think outside the box to establish uniqueness. There are many new tools in the leadership toolbox and we need to…

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Black Friday Packages

Are you located near a shopping venue, outlet mall, or downtown boutique corridor? If so, you should consider adding a Black Friday shopping package to your website. Make sure that you promote these shopping packages on your social media platforms, or via an email campaign to repeat guests. Lastly, make sure all of your promotions and packages flyers are tucked in your sales kits! Corporate customers have employee break rooms…

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“This Is My Generation… Baby!”

“I’m not trying to cause a big s-s-sensation (Talkin’ ’bout my generation) I’m just talkin’ ’bout my g-g-g-generation (Talkin’ ’bout my generation)” Every time I read an article about selling and marketing across the generations, I think of The Who and “My Generation”. While I am not a huge Who fan (although who didn’t love the rock opera Tommy), I think that we all need to consider the wants and…

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