• 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?
  • Super-Stay Me on Super Sunday

Selling During A Recession

This is an awesome article! Every point applies to the ideal sales strategy. 1. Don’t immediately drop pricing – try adding value to existing pricing first! 2. Do your research on your customers! 3. Work it baby! Focus on good customers and saturating accounts! 4. Take care of your bread and butter! 5. Keep in mind that every employee in a hotel is a sales person! Happy Selling! Linda  …

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The DO’s and DON’Ts of Hotel Technology

I’ve often thought that technology is either a hotel’s (or any one’s) best friend or their worst enemy.  Sometimes I can’t figure out which one. I read an article today (copied its entirety at the bottom of this blog) and while reading it, I thought – well, some of these are great ideas, and well, frankly, some I just think are extras that most travelers just don’t need. In any…

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Bust Through Mental Blocks

Stuck in a rut trying to think of new ideas? Host a brainstorming session with employees, friends or family to help you through a mental block. Getting together with a group will not only help you generate creative solutions, but it can also help you sort through and evaluate which ideas are best.  Do you have good ideas for packages and promotions for your hotel? If you have – you…

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Be Your Customer’s Customer

“Need to buy a gift? Think about your customer network and be creative – you could purchase a product, schedule a service or even get a gift card. This is a great way to show support for your customers and build better personal connections.” Ever heard the term “what goes around, comes around”?  I am a firm believer of that phrase! I think it is a great idea to utilize…

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When Was The Last Time You Spoke to Good Ole’ What’s His/Her Name?

“Keeping in touch is a great way to build the relationship with your customers, so they keep you in mind when the time comes for a return visit or if they’re asked to make a recommendation.”  (Excerpt from Staying In Touch With Your Guests by Caroline Cooper) I love Southwest Airlines.  I try to fly them every chance I get.  They have a great ‘keeping in touch program’.  About a…

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The 800 Pound Gorilla In The Back Office

It is every hotel’s nightmare.  Revenue managers stay up night’s scratching their heads wondering whether or not they are advising their clients to do the right thing.  Yes – I am referring to the ‘800 pound gorilla” in everyone’s back office!  The opaque channels. I like a deal just as much as any consumer.  I use coupons, I shop for deals, I purchase things on Living Social and Groupon.  But…

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First Impressions… Are They More Important Than Closing The Call?

“Many sales people recognize that they need to get the prospective client’s attention in order to initiate the sale. In fact, the prevailing mindset today is how you open a sales call is more vital than how you close the call.” ~ Excerpt from article ‘5 Tips for Getting Your Prospect’s Attention’ by Larry Prevost Wow – what a powerful statement.  It certainly gives credence to the phrase, “you never…

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Listen! What Are Your Customers Saying To You?

Make sure you know how your customers are feeling by holding feedback sessions every six months. Meeting with your major customers will help you uncover the good and bad experiences they’re having with your products or services. Take that information and make a realistic plan of action. Becoming a better listener can help you make positive changes and improve your business relationships. Through this, your customers know you are invested…

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Stay Organized When Talking To Customers

It’s important to remember your interactions with customers, but it can be hard to keep all the information organized. Keep track of all the touch points you have with your customers by using a spreadsheet, log or online CRM tool. This will help outline the invested time, next steps, and due dates associated with each customer. Documenting and reviewing this information with the customer shows that you’re committed to understanding…

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Do You Notice When Customers Leave?

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,…

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Add A Call To Action To Everything You Do

It might seem like a simple concept, but people are more likely to do something if you specifically ask them. Add the words ‘please retweet’ to the end of your tweets. Include ‘Like us on Facebook’ on your Facebook page, and add things like ‘Please comment below’ to the bottom of your blog posts. Take an example: Worthwhile Things is a regular poster on Connect and started including a short…

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Manta As A Database Opportunity

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…

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Revenue Management Techniques: Do Prices Really Need To End In 9?

Bob Weiser sent me an article today.  It really made me think about a subject that I have often thought about, yet never had the nerve to really dig deep into… and furthermore, even think these ideas out loud for fear of being thought stark, raving mad.  (I’ve copied the entire article below for those of you who want to read it.) The article addresses the psycho-analysis of hotel pricing…

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When Opportunity Knocks… Are You Answering?

“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…

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Face-To-Face – Getting To Know Your Customers!

Today I read an interesting article (copied below in it’s entirety) entitled “Managing Through Social Media” by Larry Mogelonsky.  When I saw the article, I thought to myself that it was just going to be another boring tribute to the value of utilizing social media in the business environment.  While it did succeed in validating social media, it also had a couple of really good ideas that I had not thought about,…

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Don’t Be A Kiosk

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…

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Be The Man. Address Problems Proactively!

When Product Problems Arise, Don’t Lose Customers When a product or service problem rears its ugly head, don’t sweep it under the rug. Instead, be up front with your customers by taking these three steps: Proactively tell your customers about the problem, the root cause and the plan to correct it. Actively listen to your customers concerns. Don’t repeat the mistake. Being forthcoming with bad news is difficult, but your…

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Howdy Partner!

Want More Sales? Partner with Other Business Owners It can be tough to find ways to increase sales when resources seem scarce. Great news — some of the most effective methods to get more customers can be the simplest. Partner with other business owners that provide complimentary services to yours. You promote them, they promote you and your customers get an extra value-added bonus they can’t get anywhere else. It’s…

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Promises, Promises. Don’t Go Back On Your Word.

Deliver on Your Commitments When working with your customers, whether new or returning, be sure that when you make commitments you can deliver on them. There is no faster way to lose customers than making promises that you cannot keep. This is true whether you are quoting a price on a project, offering to have a product delivered on a certain day or stating project specifications. Say what you are…

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