Customers who are interested in your type of product usually have a wide range of options to choose from. Whether it be options directly competing with you (such as similar types of tours) or other alternatives (such as a guided walk).
Your points of difference are the reason people choose you. Think about what your favourite café or restaurant is. Why do you go there? There will be very specific things you like about it, such as great staff, great food, they know you by name etc.
They say that 50% of your business comes from your unique selling points.
So, the one question you need to answer about your business/product is: Why choose us?
What are the things that make you unique, why are your customers choosing you?
Apart from the reasons you come up with yourself, read your customers’ reviews and testimonials. They’ll say why they chose you, and you can use these reasons to help you market your business.
Ensure you have a “Why choose us” section on your website, brochure, social media etc.
This will make it much easier for your customers to decide to choose you!
Check out the new Tourism Business Success Programme and Agritourism Success Programme - next start dates 3 & 9th May. Visit www.smartraining.co.nz for more info!
Up to 50% funding available through New Zealand Trade & Enterprise.
Reviews help customers make decisions on where to stay, what to do or what to buy.
You work hard at providing an excellent customer experience resulting in positive reviews on sites such as Tripadvisor, Facebook, Google, Yelp etc. But every now and then, you may get a negative review. Some are fair, and these provide you with an opportunity to improve aspects of your business. And some are unfair.
No matter what they are, you need to write a response. It provides you with an opportunity to explain what happened and apologise, and it shows your professionalism and that you care.
I have talked with many operators about their occasional bad review. It’s human nature to focus on these, even if the majority of your reviews are raving!
So, my first piece of advice is: keep the negative reviews in perspective. How many good reviews do you have compared to the bad ones? Don’t take it too personal and don’t dwell on them.
OK, now you need to respond to that negative review. Here are 5 tips to help you do it.
Final tip: Have a complaints procedure in place so it’s easy to respond. Ensure your staff is empowered to do this too to solve issues quickly and on the spot.
Instagram is a great way to promote your (tourism) business as it’s purely visual and everyone LOVES photos and videos! It takes a bit of thinking and researching to develop a theme that represents your brand, what you stand for and how you want to stand out! But if you're going to spend time on Instagram for your business, you might as well do it well!
A theme will reinforce your brand and help people recognise and remember you.
Like anything in business: planning is the key to achieve what you want. If you don’t know where you’re going, how are you going to get there?
So, when it comes to Instagram themes and posts, the same applies. Plan your theme for results!
Here are 6 tips to help you develop a theme that people will want to follow!
So, spend a little time developing your Instagram theme that your customers will want to follow and share!
Final tip: put a live feed on your website! This will keep your content fresh and encourage people to follow you!
Till next time, Marijke
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.
With the huge amount of options people have when buying your type of product or service, it’s so important to make it really clear why they should buy from you, what value do you bring them and what is the experience going to be like?
Every now and then, ask yourself the questions below. It’s also good to involve your team in this exercise to ensure everyone is on the same page.
Here are 5 questions that will help you clarify why people should book you or buy from you:
Till next time, Marijke
Coming soon: the new Agri-tourism Success Programme and the new Tourism Business Success Programme. Click here for more info!
Marijke Dunselman. Click here to read more about us!