• ‘Tis The Season For Thanks And Giving
  • Direct Bookings = More Money In Your Hotel’s Pocket
  • What Defines Quality?
  • Prior Plan-ning Prevents (P*ss) Poor Performance
  • What’s The Temperature In Your Back Office?

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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QR Codes – As Easy as 1-2-3

http://www.qurify.com/en/ Need a quick QR code for your website? Follow this link and create your own as easy as 1-2-3! I made one for Great American Hotel Group in about 10 seconds. Once you create the QR code, test it, and then save it as TIFF or JPEG file to your computer. Make sure all your flyers, brochures, and correspondence have QR codes so that smart phone or tablet users…

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How Do We Get Our Parents To Buy Our Products?

“Every brand, independent and chain should have specific campaigns which target different demographics such as market, age, sex, target audience, and finally type of Social Network.”  While this article (copied below), and this phrase excerpted from the article, is technically about social media, I found that both make sense to me, especially as we are all working on our 2013 Sales & Marketing Plans. Yes, I am a firm believer…

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Do Your Guests Suffer From Buyer’s Remorse?

We can all take a lesson from today’s message….. it has to do with communication and being human! My comments will be primarily directed to our sales persons and GMs who perform in a sales capacity, and are specifically related to group business (BUT – feel free to add some of these human touch points to leisure and transient customer communications as well!). Many of you out there in “hotel-land”…

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Beating The Sunday Blues

Most of our hotels have struggles building occupancies on Sunday and Thursday nights.  I read an interesting article today (of course), and it offered a few ideas on how one could incorporate savvy sales and marketing strategies to develop soft nights. What if one of our sales strategies was to offer meeting planners lower rates if they started their meetings/conferences at 8 am on Monday morning instead of 1 pm…

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Signs You Are Losing A Sale

What do you do when the client you have been wooing for weeks tells you they are planning to go with a cheaper bid from a competitor?  Do you give up and move on?  Or, do you keep fighting until they say it is a done deal?  My hope is that we are asking our clients to give us every chance to show why what we do will stand out! …

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