Initially, short customer satisfaction surveys were very popular … in 2003. As Scott McKain of Create Distinction points out, even the inventor of the idea, Fred Reichheld, wishes it would go away. It seems that anything we do on the Internet … Continued
Too often, we may confuse domination with domineering. They are very different terms. Domination implies overlooking from a superior elevation or command because of superior height or position. It does not imply a nefarious or hostile action or position. Domineering, … Continued
How do rules and systems differ from customer satisfaction? Rules and systems are focused on what the company wants. This focus thinks only of the needs and desires of the company often to the nearly complete disregard for the best … Continued
Copycat competition NEVER allows you to distinguish yourself and your business in your marketplace! Too often, a business will attempt to compete in their marketplace by surveying the competition and matching their performance and offerings. They will then do their … Continued
Yes, of course, we should be saying, “Thank You,” but what two are often more important? Any idea what those 2 words are? Do you emphasize them to your staff? Check out what @scottmckain says about them.#HotelMarketingDominator https://t.co/cpltaKB8u6 — Hotel … Continued
Now More Than Ever! In the history of hotel and motel management, it was known that local marketing was the life’s blood of the industry. Owners and managers all well understood that schmoozing the local businesses was important. That and … Continued
Imagine that you are having an event at your hotel. A guest has scheduled a reception in a meeting room for a group of local business representatives or wedding guests and the nearby restrooms for their guests are NOT pristine. … Continued
What are you missing? If the professionals in customer support make these mistakes, it is even easier for the rest of us to make them. And we certainly will, UNLESS we pay close attention making it a … Continued
You cannot afford for your guest to expect to have a mediocre visit at your hotel! How can you favorably influence your guests at the subconscious level upon their arrival? Improve your business’s appearance from the outside in! Start with … Continued
Harvard professor Gerald Zaltman says that 95 percent of our purchase decision making takes place in the subconscious mind. While that may appear to be a very large amount of activity over which we are not in conscious control, it … Continued
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