When I speak with businesses about training their staff, many struggle with the transient nature of staff in the tourism industry, especially in towns like Queenstown, Te Anau and other places where there's a large number of tourism businesses.

Recruiting quality staff is a challenge, and investing in training them can cost a lot. But what is the cost if you don't train them?
It doesn't have to be difficult, though. By having good systems in place where you can train them yourself, your business will provide the quality customer experience that you expect.

But what about your own training and development? How much time do you spend planning the next few years of your business growth, your product development, marketing trends, distribution etc?
I see time and time again that business owners or managers who invest in their own development achieve far greater results than others.

Currently, tourism growth is softening. There are many factors that can be attributed to this, from worldwide political situations to economic slowdown. So the more reason to work ON your business and plan for the next few years.

If you're interested in growing your business, then check out the new courses below. Over the last 22 years, I have worked with hundreds of tourism businesses and am most happy to have a chat to you if you have any questions about the new Tourism Success Programmes.
Registrations are now open (for April/May start)  - click on the link below, or go to www.smartraining.co.nz.

Satisfied customers are important, but if you manage to delight them, they are more likely to write rave reviews, recommend you to others and come back. If you have an ‘emotional connection’ with your customers by creating a more personalised and memorable experience where they feel special, they are more likely to write positive reviews and recommend you to others.

Here are some ideas to delight your customers:

• Be genuinely interested in your customers and hire staff that are caring, warm ‘people people’. If they have a genuine service attitude, your customers will benefit! Lead by example and be clear how you want your staff to deal with customers.
• Brainstorm ways to delight your customers with your staff – it gets them engaged and thinking from a customer’s perspective. Ask them to come up with examples of how they have been delighted as a customer before. Then make this part of your customer service standards.
• Encourage your staff to be creative in delighting customers. It's the little things that count, the attention to detail.
• Personalise the customer experience by anticipating their needs. Find out what they like, how you could help them and go the extra mile to meet those needs.  "Test" your own product/experience - or have a mystery shopper do it for you. 
• Do the unexpected. Great customer service goes a long way, but if you can do something unexpected, you’ll delight your customers even more.
• Reply to emails/phone calls/social media enquiries as soon as possible. If you don’t, they are likely to go to your competition and if they reply before you do, they are likely to get the business!
• Print off and pin reviews of delighted customers on your notice board. It’s hugely motivating and keeps you and your staff in a positive mood and encourages to do more!

LAST CHANCE to register for the Tourism Business Success Programme starting on the 3rd of May 2018 in Queenstown. 50% funding available for qualifying business. CLICK HERE for more info. Don't miss out and take some time to work ON your business and take it to the next level!


Till next week! 
Marijke

If you run a busy business, you can sometimes be overwhelmed by emails from customers, and may not have time to provide great service. Here are 6 tips that will help you automate a few things that will make your life easier and provide a better customer experience.

1. There’s nothing worse for a customer to not receive an answer to their email or question. But sometimes you’re just too busy and can’t get back to everyone immediately. The customer doesn’t care about this of course – they just want attention!
   If you get a LOT of emails, set up an automatic email response. It’s a bit like an ‘out of the office message’, but you write something like: Thanks for your message. We will get back to you within the next 2 hours. This way, at least the customer has heard something back from you.
   
   
2. Make it easy for customers to ask for help and contact you.
   First of all, ensure you have an automatic signature that has ALL YOUR CONTACT DETAILS. Your name, email, address, website and phone number. It’s amazing how many people don’t have this set up. You can set this up in your email software (eg Outlook, Gmail etc). Just look for ‘Signatures’.
   
   
3. Include a “contact us” or “directions” link to your website in every email to spare customers the task of locating it on your website.
   
   
4. Send appointment or booking reminders. To ensure people don’t forget their appointment with you – set up appointment or booking reminders. You can do this in Outlook Calendar (or similar systems) and many booking systems do this automatically. I even get them from my dentist and doctor!
   
   
5. Gauge customer satisfaction. Send out customer satisfaction surveys – you can use software such as www.surveymonkey.com or ask a simple: What did you particularly enjoy, what could we improve? The results can help you improve your customer experience.
   
   
6. Ask customers for referrals or reviews. A large part of your business will come through word of mouth. So having referrals or reviews on your website will add credibility to your business.
   Send your customers a link directly to your review page (on for example Tripadvisor.com, yelp.com etc) or ask them to write a referral for your website. Ensure you always put their name and where they are from. Even better, make a video or include a photo. Click here for some examples.

So, have a look what you can implement in your business to improve the customer experience and make your life easier!

Till next week,
Marijke

I just got back from a wonderful holiday in Vietnam. Apart from great food, interesting culture, beautiful environment, the thing that I probably enjoyed most was the kind nature of the people and the great service we received. (Did I forget to mention the shopping?).

For some people (or nationalities), great service and big smiles come naturally.

Here are a few tips based on my experiences in Vietnam:

• Smile and say hello! Most of the people we met smiled at us. Even when we said no when they asked if we wanted to buy something, they remained friendly. Not just that, they actually have a very good sense of humour, which was quite contagious :)
  
• Get to know your customers’ names. Within a day or two, the hotel staff knew my name. How nice and personal is that? It made me feel very special. If you have regular customers or guests, ensure you know their name and show an interest – the ‘emotional connection’ you make will enhance their experience.
• Be keen to ‘want the business’. In one place, a lady came up to us asking us where we were from, how long we were there for etc. She obviously wanted to sell us something, but her interest in us and smiles made us go with her to her tailor shop. They showed us testimonials of happy customers and encouraged us to get one item made before ordering more. In the end we got 9 items of clothing made! The service was amazing and that was the reason we stayed with them. At the end of this, they asked us to write a testimonial in their book and on Tripadvisor.
• Remember their preferences. In the hotel at the breakfast buffet, the chef remembered what I had the day before. She would also encourage me to try something else, which I did.
• Make it easy for your customers to reach you. We’d booked a transfer in a private car. The owner of the business (Mr Tom) sent us a message through a messaging app. Something I hadn’t expected.
• Wifi everywhere. Ok, we think we live in a modern country, but in Vietnam wifi really IS  everywhere, even in the car used for the transfer from the airport to a town we were staying. Oh, and it’s free! This made it very easy for us to communicate with accommodation places we stayed at etc.
• It’s the little things that delight so much… a cold small towel before dinner (it was 38 degrees), cold water in the car, a little treat on the pillow at night (different every night), a concierge taking time upon our arrival to explain where everything was and the things to do, a complimentary cold drink on arrival in the hotel etc. etc.

I can go on, but you get the picture. It has nothing to do with the wealth of the country, it’s to do with the attitude of the people.
So, what can you do in your business to delight your customers?
 
Till next week, Marijke

One of the most flattering things is when someone that you’ve only met once briefly remembers your name the next time you meet!

I must admit it’s not my biggest strength, but I’m working on it! I have a friend who I think must have a photographic memory for names. She probably doesn’t, but she is committed to remembering people’s names.

If you are dealing with customers (most of you are!), what a great impression would you make if you remember their names and how good would it make them feel!

I used to have an optometrist whom I visited only briefly twice a year to pick up contact lenses. I would come in and they would greet me with: ‘Hi Marijke!”. That would always impress me greatly and made me feel 'important’ as a customer.

On the other hand, there is someone I regularly deal with and this person never seems to recognise me. I might have a common face, but this makes me feel like this person is totally disinterested, even though we work in the same industry.

So my point is, don’t just say: “I’m terrible at remembering names…”, that’s just too easy. Work at it and it will make the people around you feel good about themselves and you! It creates goodwill and opens the door to successful relationships.

Here are a few tips:
1. Commit yourself to remembering names. Make it a conscious decision to remember people's names.
2. When you meet someone for the first time, concentrate on what the other person is saying and look at them. If you didn’t hear their name, ask again.
3. Repeat their name and use it occasionally during the conversion (without overdoing it!). Also use it when you leave.
4. If you can, write it down afterwards. You can always add a few pointers about their physical characteristics.
5. Try to make an association between the person's face and an image the name suggests. If you remember visual images most easily, try creating an image based on the name and linking it to some physical characteristic of the person. If you are more comfortable dealing with sensory feelings and gut instincts, try linking the name to the impression the person makes or to a reaction you have to the person.

So, try to make a conscious effort to learn people’s names, it makes them feel good and you too!

Till next week, Marijke

NOTE: registrations are now open for the 2016 Marketing for Success Programme. Click here for more info! Limited spaces!

I tend to spend more money when I get great service (and the other way around!). So do most people!
 
Recently, I experienced how nice it is when service is personalised. It depends a bit on the type of business you’re in. If you deal with a limited number of clients, your service is easily personalised. But if you deal with a larger number of customers it can be done too.
 
I enter a clothes shop. After looking around for a minute or so, a shop attendant comes over and, after introducing herself: “Hi, my name is Amy, I’ll be helping you today!” she asked me what I was looking for. (Amy was also wearing a name tag).
 
She was then very helpful in finding it and when I wanted to try the item on, she asked me for my name and escorted me to the changing room. She then checked on me several times and would ask: “How is the size, Marijke?”, and: “Would you like to try some other models, Marijke?”
 
After I had decided what I wanted to buy I went to the checkout to pay. The friendly checkout guy asked who had helped me. I said “Amy did”. There is obviously some kind of incentive for the sales Amy gets.
 
I paid and left the store. Amy said on the way out: “Have a nice day, Marijke.”
 
How nice is that? It made me feel special and comfortable to be in that store. And, more importantly, it made me want to buy something!
 
So, have a think of how you could personalise the service in your business. It works!
 
Till next week, Marijke

Another very simple concept...

This morning I took my dog Jessi for a walk around the block. I was about to cross the street, when a taxi drove up about to turn into the same street. He indicated I could cross the street and gave me a big smile. (It wasn’t a pedestrian crossing). He didn’t have to do that, but it was very nice! I took a mental note of the name of the taxi company.

A few weeks ago I drove on a 100km road on the Devil's Staircase, a windy road along Lake Wakatipu (Queenstown). I looked in my rear view mirror and saw a removal truck speeding towards me. He then tailed me and suddenly passed me in a dangerous spot. (note that I'm not a slow driver, so there was no reason to tail nor pass me).
Anyway, looking ahead, I can see this truck passing a number of other vehicles. He was clearly in a rush, but it was a truck... on a windy road! I also noted the company name on his truck and thought to myself: I will never use this company to move my stuff!

I don’t think the driver realised the negative impact his driving had on his business.

So, next time you drive a sign-written company car, do keep your behaviour on the road in mind. And don’t forget to make your staff aware of this too!

The more courteous you are on the road, the more it will benefit your brand, and the other way around!

Till next week!
Marijke

I have been in the process of building a house over the past year – a project that has definitely gotten me out of my comfort zone!

I’m in the final stage now and am having to buy lots of new appliances, window treatments, internet services, etc etc. And I get very frustrated when I receive bad service (like most people!) Why do so many businesses get this so wrong?

Isn’t it all about offering a great product, but also great service? When you receive great service, don’t you recommend it to your friends and go back?

I am also a bit surprised at the lack of service that many businesses offer. For example: I needed custom made blinds for my new house. I got two suppliers to come out to my house for a quote. The first one (from a very nice shop in town) arrived half an hour late. Now, I have a huge thing about lateness, especially when they don’t even call. They didn’t bring any samples and it took them 5 days to get back with a quote.

The other person came on time, with samples and really listened to what I wanted. I received her quote that same day. Needless to say, I chose that company!

It’s the great service that did it!
So, have a look at this aspect of your business and set up systems or standards to improve your service, it is SO important!

• Do you get back to people promptly ?
• Do you go the extra mile?
• Are you sensitive to your customers’ needs?

Write down the standards that you expect from your staff, better still: get them involved in this process.

NOTE: if you need help with setting up service systems in your business, please contact me: [email protected]


Till next week, Marijke

Following onto the Marketing Tip I wrote a couple of months ago on how to improve your customer experience http://www.marketingwhizz.com/weekly-marketing-tip/june-30th-2015 , I have a little follow up story as an example.
Last week I spent a week in Auckland visiting inbound operators on behalf of my Smartourism Marketing Group (www.smartourism.co.nz ). I stayed in a nice downtown hotel and was kindly upgraded to a lovely refurbished room.
I was impressed with the lovely décor, amenities and features such as this bathroom light switch next to the bed. Now this is clever thinking & design.

I thought: wow, this hotel was really been thinking about the guest experience when they redesigned the rooms (and invested a considerable amount of money!).
Until I wanted to boil the jug for a cuppa. I picked up the jug, walked to the bathroom to fill it up. I put it under the tap and tried to fill it. Unfortunately the tap was too low and when I pulled the jug away, all the water ran out. So I had to fill it up with a glass.

What a shame... They thought through a lot of their features, but not everything.

So, how do your customers experience your business, products, experience, service etc. Put a system in place to check your customer experience regularly. And when you change anything (or refurbish), test it thoroughly to avoid mistakes as mentioned above!

Have a great week :)!
Marijke

Marketing is all about making customers feel good so they buy (more) from you!

What people remember most about a holiday or other customer experience is the people that they're dealing with.. how they are treated at accommodation places, in shops, restaurants and activities etc. If you are treated with friendliness, and a high level of customer service, that's what makes you want to go back. It makes you feel good!

I know I've mentioned this before, but the easiest way to achieve this is to hire people with enthusiasm and passion for what they do. The skills can be learned (do ensure you train them, though :)

I was looking on Youtube and found this little video which reminded me of my 'random-act-of-kindness-when-I'm-downtown-Queenstown'.

Living in a tourist town, I feel it's important to be friendly to visitors and make them feel welcome. One easy way to do this is when you see a couple taking a photo of each other, I ask them if they'd like me to take the photo for them. They always do and walk away happy.

Till next week, Marijke

I just came back to NZ through Shangi Airport (Singapore) last night (I was going to send this out last night, but I was too tired...)

At most service locations, whether they be information points, toilets, shops, and even customs, you see these instant customer rating screens (see photo above - she did smile!!)

It makes it very easy for customers to rate the customer experience, just one little click on the touch screen.

What a great tool! It’s nice when people have the opportunity to provide easy instant feedback, it keeps the customer service staff on their toes and it provides valuable feedback for management on who does well and what areas can be improved.

The system has elevated the standard of customer service as a whole. Since the introduction in 2011, the average number of feedback received per month has been about 354,000, compared to an average of 200 feedback received before it was implemented. (source: Shangi Airport website) That’s pretty amazing!

Customer feedback is a very important way to improve your service standards. Great service will grow your sales, it’s that simple.

So, have a think about how you could solicit customer feedback in an easy way.

And yes... I did click the survey buttons at the different locations a couple of time! :)

FINAL REMINDER:

Marketing for Success Programme – starting next week, register now!

If you’re interested in growing your business and meeting your goals, there are still a few spaces left on the Marketing for Success Programme starting in July 2014. Click on this link for info: www.smartraining.co.nz or for testimonials, go to: http://www.smartraining.co.nz/testimonials.html

Funding from New Zealand Trade & Enterprise may be available.

Till next week, Marijke

It is no secret: I am passionate about customer service. I get a real kick out of providing the best possible service to my clients and as a customer favour businesses that provide great service too. 

Businesses that provide great service benefit as their customers will keep coming back for more. What restaurants to you like to go to and why do you go there? It’s usually the friendly service and great  food that do the trick.

One thing that businesses with great service have in common is that they also have great internal customer
service.

What is internal customer service? 
Internal customer service is the service we provide fellow employees and other departments within our own businesses, as well as our suppliers and anyone else with whom we work to get our jobs done. 
 
It is what we do when a colleague asks for information he or she needs to complete her main task for the day; it is what
we say when the marketing person asks for the addresses of good contacts; it is how we greet the front line manager when he walks into our office with an "I need something from you" expression on his face.

Why is internal customer service so important?
In helping others at work, you help your company succeed. Superior internal customer service improves morale,   productivity, employee retention, external customer service and, ultimately, profitability. 
I see businesses with happy staff that do this very well, and sadly, I also see businesses where it's the opposite.

Below are some tips to improve your internal  customer service:

1. Set customer service standards. 
With your team, create customer service standards (both internal and external). Thinking through the process and
setting standards for response times for things like emails, phone calls or internal requests help to set expectations for employees. Employees should be held accountable for responding to a co-worker’s request within a predetermined
period of time.

2. Lead by example
Lead by example: treat others like you want to be treated. Be friendly, compliment staff where possible (catch them doing something good!!), encourage them and show your appreciation. Don’t EVER criticize them in public. It is humiliating for them and reflects badly on you.

3. Regard your co-workers as customers 
Treat your co-workers with respect: regard them as your customers. Understand that helping your colleagues do their jobs more successfully helps your organization and you. Therefore they are your customers. Treat them like VIPs!

4.  Exceed your internal customers' expectations.
When someone exceeds your expectations, how do you feel? Most people feel delighted, excited, upbeat and very, very positive about that person and his or her organisation. Think what you can accomplish in your organisation by exceeding the expectations of fellow employees. 
 
5. Say thank you.
A simple, genuine "thank you" goes much farther to create an atmosphere of sharing and helping than two such
small words would suggest. Even when it is a person's job to provide information
or a product to you, tell them "thank you" when they have done it. Express your appreciation of their timeliness in providing it. Explain how it has made your job much easier. Show them your delight when they exceed your expectations.

6. Train your staff
Train your staff the importance of customer
service, both internal and external. It can be a useful to hire someone to help you. (Note: at SMARTtraining, we offer these services and have helped many businesses improve their external and internal customer service). 

7. Manage performance
Standards and training are important, but unless employees are held accountable for expected behaviour, these are pointless. This is why it’s important to have a performance review process that incorporates employee expectations with goals that are tied to pay and reward systems.


So, if you have great internal customer service systems in plance, your staff will be happier and will be able to provide better service both internally and externally. This will ultimately lead to better profitability! 

If you need help with your customer service, let us know!

Till next week, Marijke

PS: if you have any comments to this tip, please click the add comment box below!