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:
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!
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.
So, have a look what you can implement in your business to improve the customer experience and make your life easier!
Till next week,
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:
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!
Marijke Dunselman. Click here to read more about us!