Alicia Whalen did a great job of blogging a recap of yesterday's live indieHotelier show with special guest Patricia Brusha. We had a great time discussing the finer points of social media, blogging, etc.,and what hotels are doing (or should be doing) to engage with their guests. I'll release the show by Monday. But, in the meantime, you should definitely check-out Alicia's post.
Oh, and as always, if you can't wait for Monday...you can listen to the raw version of the show on Talkshoe.
Peel back the layers of your current marketing/strategic plan. If you can't find these points in there...please redo.
If you do these things really well, spreading the word will almost take care of itself.
Yes...it's this simple.
Credit...inspired by this post.
indieHotelier #36 is up...
Adam Healey leads us in a discussion about his new venture, VibeAgent (still in beta and requires an invitation to play). This is a really interesting mash-up of hotel booking and review sites, a la Kayak and TripAdvisor. But as Adam explains, VibeAgent infuses a heavy does of community, trust and social networking, setting it apart from other travel sites.
Click on the logo to go to the website. Or, on the podcast button to download the MP3 and listen now.
Here's a great example of the way social media works....a brand new hospitality wiki. check-it out. Better yet, share some knowledge.
A lot of people with talent quit...and they often quit because they listen to people they know and trust. Problem is...many of these people are fear based decision makers who are always looking for the safe, quick and least stressful route. People like Paul somehow get past that, take a chance and try to connect with new people who will value the talent they have.
Watch the video. Thanks to Seth for the pointer.
Stephanie points to a nice article about defining the points of engagement. Okay...so, now we have the "what" part of the definition. but, how about the "when"?
We know a two-way communication stream with our customers is vital to long-term success. Hence all the hub bub about connections, interaction and conversation management. But, I still see a tendency to apply the term engagement to the front-end, to the attention getting part of the promotional program. And, that's not really where it belongs. Engagement happens when someone wants to participate, wants to get involved with you and your product because it strikes an emotional chord. And, that almost always happens during or after the actual customer experience...not as a precursor. Engagement is paramount to an ongoing relationship. But, it's not going to work in a thirty-second spot or a cold call. So, for all the ad execs and CMO's responsible for the interruption campaigns, please stop trying to put it the square peg in a round hole. And, please stop trying to convince us that ads are "engaging"...it just doesn't fly anymore.
David writes a really good article about the importance of referrals to a salesperson. Interesting that most of the key points relate to being remarkable, not on how to "sell" someone.
Sales is about building relationships...getting someone to feel comfortable with your idea and earning trust. The job of a salesperson is to connect with people who want what you and your team have to offer. Most of that is best accomplished by leveraging existing relationships (over satisfied clients), not interrupting people, i.e., cold-calling.
Here's a good article summarizing some things you may have learned at this year's HEDNA (Hotel Electronic Distribution Network Association) conference in Dublin. The key takeaways are:
What I like about all of these key points is that they have very little to do with electronic distribution. Rather, they have everything to do with the keys to successful hospitality...design, story and care. The electronics part, the Internet, is an enabler...shifting control of the conversation from the hotel to the guest. And, as HEDNA correctly points out, tomorrow's guests (maybe even literally tomorrow) want to be a part of the conversation, not just outsiders looking in. It's the new form of engagement...are you ready?
I read Seth's latest book(let), The Dip, last week. My quick takeaway...if you're not obsessed with what you are doing, you might seriously consider quitting, and move on to something else, something that really sets your hair on fire.
It's an easy read. And while it doesn't offer any instructions or specific decision making tools about whether to quit or not, it doesn't need to...it's simply meant to get you thinking. It's worth an hour or two of your time.
Tim Fanning joins us tomorrow on the live version of the indieHotelier podcast to discuss (and take your questions) about the importance and value of preventive maintenance programs. The program begins at 11 AM EDT (US) on Talkshoe.
Just finished reading Seth Godin's Dip manifesto...pretty good, and only 11 short pages. Best takeaway,
"Being average is for losers."
A good post by Seth on feeding egos. The problem with the idea of customizing things for people is that it takes a lot of energy and time...precisely what most companies, hotels included, don't want to invest in. They're too busy growing, adding more hotels and worrying about attracting more and more customers...too busy to take really good care of the ones they already have in the chair, the bar, etc. I suspect that the small companies (and even large ones, although not as likely) who do this well will prevail, albeit they'll never show up on the NYSE.
This is a pretty neat idea that would probably work really well in some hotels...creates another story, process and art. Turns-out, all things people want.
If you know anyone doing this, please send me the link.
Technology is changing the world...we all know that. What you may not know is how quickly it's changing, and how important this is to you...and to hospitality.
Watch this video (courtesy of glumbert.com). It crystallizes the velocity of the change going on around us...the shift. You can't stop it. You probably can't alter it or slow it down. But, you can take advantage of it. This shift toward greater efficiency, greater knowledge, lower cost of production, a global economy, more outsourcing, etc., creates a grand opportunity for those with a different skill set...the ability to build relationships, communicate well, care for others, create meaningful experiences and to provide engaging service. For most of us, technical skills will take a back seat to relating to, understanding and dealing with people.
Since you aren't likely to do it any faster or cheaper (just check out the statistics on China and India), going forward, your best chance to be extraordinary will likely be in the non-technical fields, including hospitality. So, will there be a flood of talent into our industry? How will we train people who used to build computers and cars to be hosts and tour guides? We're going to explore this more on tomorrow's indieHotelier show at 11 AM EDT (US). Visit Talkshoe to listen or join-in. It should be interesting and fun.
Sound familiar? Does for me....
Picked this one from Tom Peters as he writes about his recent experience in Holland and meeting Swedish management guru Jan Gunnarsson.
"Jan performed a wonderful little riff on stage about the person in charge walking into a meeting:
The "boss" brings a PowerPoint presentation.
The "leader" brings a polished Vision Statement.
The "host" brings a box of chocolates. (Hey, we were in Holland.)"
Leadership is not at all about being in charge or demonstrating how much you know. It's just the opposite...believing in and relying upon the ability of those around you.
What a great idea...no one belongs here more than you. The book is probably good too.
Just read this excellent synopsis about blogs and what they mean to you and your company. The point is that blogs are an inexpensive way for you to start and hold conversations with people...to add a human element to your organization. That's a lot different than the old fashioned approach of spending tons of money to shout at people, and not really caring about what they think.
Catching up on some reading...found this good post about leadership and parking.
Unfortunately, having reserved spaces for the higher ups is still all too common in our business. I encourage you to look at these sort of priveleged practices, anything that separates you from the rank and file, and remove them. If you want a true team, you need to act like one.
If you are in business, you are in the customer service business...and hospitality is a big part of what you do. If you haven't run across Joel Spolsky's list, please take five minutes to read it. It's one of the best service articles I've read. I especially like the bonus at the end...invest in passionate people. Thanks to Seth for the pointer.