• Over-Promising, Cover-Ups, Lies, and Stretching the Truth in Sales
  • Is the Best Price the Right Price?
  • The Benefit of Cheating and Value of a Cheat Sheet
  • Etiquette In Today’s World:  Where is Emily Post When You Need Her?
  • Forget About Finding Passion In The Workplace.

You Never Get A Second Chance To Make A First Impression

The phrase isn’t just for dandruff commercials anymore….. it’s all about you, your image and how you represent your hotel! You are the reflection of your product, team and reputation. So what are you doing and how can you stand out from the crowd of hotels in your market? Being responsive is paramount. We know you get oodles of leads during the course of a day/week/month. So how do you…

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Who Are You and What Have You Done With My Sales Person?

“Rapport building, humanizing, enhancing social engagement or giving a personal narrative – call it what you will, but you cannot deny the power of a face and story behind a sale. The central takeaway: a brand is never just a product and a price, whether you are dealing with smartphones, online clothes shopping, property sales or hotels.” ~ Larry Mogelonsky My two sales mantras: “People buy from people they know…

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Develop Your Brand Voice

“Are you using the same “brand voice” each time you make a social post? Switching between a casual tone and professional tone may cause customers to question what your business stands for. Keeping consistent in the tone and language of your social posts will help to maintain a stable image for your company.” We’ve discussed your property identity in past blogs, in one-on-one conversations, and as part of the development…

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The Science Of Front Desk Yielding

Happy New Year! Welcome to 2013 and the beginning of a new year of revenue generating, cost savings, and staff training. As we move forward it is increasingly important that we continuously train our front desk sales persons. I attend many revenue calls each week, and EVERY GM and Sales Manager reinforces that their GSRs don’t let any walk-in guest leave the hotel without converting them to a paying customer….

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Social Media Secrets

I love reality TV. So it’s no wonder that I love social media. In my opinion (and in the author’s opinion below) – social media is today’s marketing vehicle of choice. I kinda equate social media to the popular kid in school (which I wasn’t). You remember the one – the girl or guy who always was surrounded by people, who did the coolest things, knew the words to all…

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Hashtag-ology

A hashtag is simply a keyword or short phrase with a # in front of it. It’s what Twitter uses to present search results. So, when tweeting, use trending hashtags or make one up yourself. But do a little research and select popular keywords in your industry to attract the most followers. I was listening to the news yesterday when I happened upon a story about a couple who named…

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Same Ole’ ,Same Ole’

“If you want to get the same business that everyone else gets, just do the same things that everyone else does.” Now ain’t that the truth! In order to win the hotel sales game, we need to “out-charm, out-sell, and out-serve” our competitors! What a great premise. The article below is one of the best I have read about Relationship Selling. Every person on property who has sales responsibilities needs…

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The Power Of The Pen

I’ve often extolled the virtue of personalized correspondence and the value that our customers perceive when they receive a handwritten note. You probably know that feeling of value…. the one where you open the mailbox and grab a handful of circulars, direct mail letters, advertisements, bills, junk mail, requests for donations, etc. and that little envelope falls out that is hand addressed. When this happens to me, I immediately feel…

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Building Emotional Connections With Your Customers

To differentiate your brand from your competitors it should bring out an emotional response such as trust, humor, or achievement. These emotions associate positive experiences with your company. That emotional tie builds loyalty and inspires your customers to tell their friends about you and your products or services. Whether you are a “brand” or independent, it is very important that your customers feel emotionally connected to your hotel and staff….

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Image Is Everything

A key part of building your brand is promoting a polished and consistent image. Your image is reflected in everything that represents your business – logo, business card, packaging, tag-line, etc. To make a lasting impression, be sure every aspect of your marketing strategy mirrors that image in design, color and overall appearance. In the past, I have encouraged each of our hotels to come up with individual property identities…

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Keeping Customers Is Easy – Right?

Sometimes customer retention has nothing to do with your products and services. Often times it is memorable customer service that will keep them coming back for more. Tactics like personal attention, building ongoing relationships, customer loyalty, and service after the sale all contribute to increasing customer retention. I think it is kinda ironic that I chose to write my 50th Blog on customer retention! After all, the intent of my…

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Create Your Own Damn News!

I am not even going to blog here – I am going to let this article stand on it’s own!  It is so full of great content that I cannot compete!  My favorite section is “Social Media Explained”.  Read on, and on, and on! Happy newsmaking! Lindy Loo Loo * * * * * * * * * Your Business is a Newspaper and You’re the Journalist By Rebecca Babicz…

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Negotiating – The Art of LindaKonomics

To make negotiations more straightforward and less intimidating, follow these steps: 1. Master the facts 2. Understand the other party’s position 3. Know what you’re willing to give and take to reach a win-win situation. This preparation will help you overcome nervousness and allow you to get what you want! Negotiating is hard. It takes practice and it takes time. When does a sales person’s job become easy? At one…

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BAR! Now That I Have Your Attention…

No – sorry….. not that kind of bar! Although, it probably is 5:00 somewhere….. and, I am a little thirsty – LOL. Best Available Rate…. yes, that kind of BAR! Are we just using this rate category as a base to build all other rates, or are we in fact strategizing in our revenue management and sales/marketing plans to get consumers to actually buy BAR rate? What are the advantages…

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Keeping Your Toes In The Operations Pool

I was in a meeting yesterday and was telling the participants about some of my favorite hotel strategies. While we were specifically talking about sales strategies, I did throw in an operations strategy that seemed to generate a bit of interest. Since many of you don’t know I have an operations background, I thought I would share this little tidbit. “You can take a girl out of operations, but you…

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Taking A Walk On The Wild Side

Cause a ‘Scene’… “Sometimes the most effective marketing techniques are the most unexpected.” Miki Agrawl, owner of Slice Before we get too far, when I say “cause a scene” I don’t mean “cause a ruckus”! I do not want anyone out there in hotel land to get in trouble, get arrested, violate company policy, or embarrass your hotel! What I am suggesting, is that sometimes it is appropriate to “dare…

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Help Search Engines Find You

Use your business’ keyword phrases in blog posts to help search engines find you. The most important phrases should be used within the first three words of your titles. Also, be sure to include a keyword phrase about every 100 words. These small steps can make a big impact on your search rankings and get more traffic to your blog. Keeping your website verbiage fresh should be a key strategy…

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The E’s of Management

Enthusiasm, Energy, Excellence, Example, Empathy, Effectiveness, Efficiency, Empowerment, Essentiality, Esteem, Equilibrium, and Education. Man, that’s a lot of E’s. While I agree that these twelve E-words are important management qualities, I also think that they are also very important qualities for sales persons to possess. Many, if not all of you have the word “manager” in your job title. You may not “manage” people, but you all manage sales activities…

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Reading Body Language

“When talking to your customers, don’t only pay attention to the words they are saying, but also consider their body language. Many times a customer will express what they really want with non-verbal cues. Decoding a customer’s unspoken signals will help you give them exactly what they want. You now have a secret sales weapon!” Yes, I know – “don’t judge a book by it’s cover” – but body language…

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The Power of Saying Thank You

I read an article today about the how often (or not) people say thank you to those in the service industry. (You know, waiters, waitresses, cashiers, gas station attendants, secretaries, help lines, mechanics, front desk clerks, housekeeping, maintenance, laundry, sales people, yada, yada, yada.) In the article, the author relayed a story about his experience in calling an airline to make reservations and the fact that the call center associate…

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