Selling the Experience

Many tourism entities realize they are no longer selling travel products. They have moved into the arena of selling travel experiences. Selling experiences will change the way any travel or tourism organization will approach the consuming public.

Source: Travel Insights 

Customer Service -- the hot potato treatment

When someone calls for information, they expect an answer from the first or second person to whom they speak. Clients do not enjoy being passed around the office as staffers vaguely guess at an answer. (Nor do they like having to repeat their question over and over.) The runaround signals that nobody knows what they are doing. If the expert is not in, take a message and have that person call back promptly.

Source: On Tour Newsletter, Summer 2008 

Medical Tourism

Medical tourism is an unintended consequence of the rise of centers of excellence within healthcare.

Source Robert Crone, MD President Harvard Medical International 

Cooking is the another market segment

After 50 years of sampling international cuisine, Americans have become quite sophisticated in what they eat - and, as a result, they are beginning to seek exotic flavors with almost frantic zeal. To satisfy this American palate, recreational cooking programs are popping up everywhere.

Source: Go 7/08 

Encouragement

The true measure of a man is how he treats someone who can do him absolutely no good.

Samuel Johnson

Defeating the De-Motivator

The sweet strains of a Puccini aria cut through the Saturday night
clatter of the busy Italian restaurant in New York City, but it
wasn’t coming from the aging voice of the Sicilian baritone who was
hired to belt out favorites like Funiculi-Funicula. It was a soprano
whose crystal clear voice filled the room. Within moments all the
ambient noise came to a halt. Diners stopped eating and talking,
busboys stopped clearing tables, the cooks even came out of the
kitchen.

Singing on the tiny stage was the skinny moon-faced waitress from
Ohio. The Sicilian heard she studied opera, so he invited her to join
him, but what began as a duet ended in solo as he too was mesmerized
by the beauty of her voice. When she finished, the place thundered in
applause and I saw tears of gratitude glistening in her eyes. She had
hit each note perfectly.

If only she had done that when she auditioned for the Metropolitan
Opera. But she choked, flinched, allowed a seed of doubt to creep
into her consciousness and thus her voice.

She told me her story over a couple of beers after work. It was the
fall of 1984, and I was a fellow waiter at the restaurant; just
another struggling artist in the city that never sleeps. She
explained that she got nervous during her audition and couldn’t hit
the high notes. She would get one more chance to audition, but she
would have to wait an entire year.

I never found out if she made it; as a writer my art is portable and
a few months later I moved to a city where they still have a bedtime.
I suspect she did, because that night she received a proof - a vital
beginning step.

Doubt is a silent killer. We transmit feelings of doubt to others
through subtleties in our body language, facial expression and tone
of voice. It is picked up subconsciously by those with whom we
communicate. Worse than that, we communicate it to ourselves, and it
seeps into our performance. Doubt is the De-Motivator and all too
often it prevents us from even trying.

We all suffer doubt occasionally, and its cure is always the same:
proof. Proof that we are indeed talented enough to do what we set
out to do. A proof doesn’t need to be big to eliminate doubt. A
series of little ones can be just as effective.

I keep a journal - a log - of accomplishments. Both small and large,
because they all add up to reasons for believing in my abilities. It
is especially important to log the little ones, because they are so
easy to forget or overlook, and yet they carry tremendous weight when
it comes to giving ourselves confidence.

You say, “ I’m just starting out and have no accomplishments.” That
just means you’re not looking in the right places. We all have
successes, some of them may be found in different areas of your life.
I often read in the Wall Street Journal about women, who after years
as stay-at-home Moms, return to the work force in well-paid
management positions. They acquire these jobs by citing in their
resumes the many skills and achievements they learned through their
volunteer work. What talents are you racking up through your hobbies
and leisure activities?

Sometimes proof comes to us by comparing ourselves to others. Simply
ask yourself, “Out of all the people who have ever lived, how many
have attained what I want?” The sheer numbers alone will often be
all the proof you need.

When all else fails, fall back on faith. Some of the most successful
people in the world had absolutely no proof that they could achieve
their dreams. All they had was a strong desire and a belief in
themselves. As Martin Luther King, Jr. once said, “Take the first
step in faith. You don't have to see the whole staircase, just take
the first step.”

Source: Robert Evans Wilson, Jr. is a motivational speaker and humorist. He
works with companies that want to be more competitive and with people
who want to think like innovators. For more information on Robert's
programs please visit www.jumpstartyourmeeting.com. 

The Code of the West

1. Live each day with courage
2. Take pride in your work
3. Always finish what you start
4. Do what has to be done
5. Be tough, but fair
6. When you make a promise, keep it
7. Ride for the brand
8. Talk less and say more
9. Remember that some things aren't for sale
10. Know where to draw the line

What a leader must do

Lead authentically -- leaders must always actin ways that are consistent with their values.

Lead with integrity -- leaders must be a leader all the time. The different aspects of a leader's life fit together coherently and consistently

Lead with creativity -- leaders must courageously re-think how work gets done while embracing and initiating change

Source: GACVB Certification Program 2009 

Successful Traits -- Style

"Dare to be different," says speaker and author Debbie Allen. "All the truly successful people have found ways to distinquish themselves from the pack. You don't have to be outrageous - although you might be -- but it's important to develop a personal brand. Then, one way or another, people will remember you."

Source: Selling Power, New Solutions for Managers 

Successful Traits -- Position

"Successful people get themselves in front of the people who can make a difference in their lives, their careers, and where they want to go," says speaker and author Debbie Allen. "If there's someone in their community they admire, they ask them to lunch. They work with consultants and coaches to take their business to the next level. They look for ways to co-market with like-minded businesses. I say fine people who scare you a little bit, who are at a higher level and stretch you out of your confort zone. There are the contracts who empower you."

Source: Selling Power, New Solutions for Managers 

Successful Traits -- Repetition

Successful people know how to put themselves out there on a regular basis, " says Debbie Allen, speaker and author of Confessions of a Shameless Self Promoters. "Self promotion and relationship building become habits with them, and when something doesn't work, they don't even consider giving up. Most people say, 'Oh, I blew that; maybe I should give up," but successful people just dust themselves off and go in another direction."

Source: Selling Power, New Solutions for Manager 

Advice after loosing a sale

When you don't make that big sale, it's natural to be down on yourself. But expert motivator Dr. Wayne Dyer warns not to invest too much of your confidence in a single sale.

"You don't need to interpret a lost sale as a rejection of yourself," he says. "If you need the sale to prove your self-worth, you will end up trying too hard. You'll be communicating that if you don't get it, you're going to be hurt, you're going to feel bad. So you'll come across as pushy; you'll be tempted to use guilt. All of this comes from needing the sale. But you've got the choice to turn this around by conveying to that prospect, 'If I make the sale, that's terrific. If I don't, that's fine too. I like you, and maybe we'll do business some other time.'"

Adapted from Be In It to Win, part of The Selling Power Success Library, published by McGraw Hill.

Source: Selling Power, article by Lisa Gschwandtner 

Added Value

As we approach the summer travel season, I see more and more articles talking about how important it is for destinations to provide added value to the public. This can be simply a two for one coffee at a fast food restaurant, complimentary iced tea, free wi-fi, or as I have observed by some national advertising by hotel chains, buy two nights, get the third night free. Disney and Vegas have been doing this since news of the slow down in economy became headline news. Something to think about.

The CVB's travel consultants advised that each destination look at offering "value" that would impact market segments -- from leisure travel to conventions & meetings. AAA announced that it expects to see a higher than usual travel season this Memorial Day with that surge lasting throughout most of the summer. Seems that the economy and gas inching up over $2 a gallon won't have much impact.

We've put together some packages that will be sent to our "best customer" list to lure them to the area. Our web site has an enhanced booking engine along with suggested itineraries on how to make Columbus an ideal getaway. And most important, our visitor intercept surveys show a growing number of individual travelers picking Columbus as a "get-a-way" -- meaning they're choosing to come to our city and overnight; perhaps because their dollar buys more and our experiences have a broader appeal and uniqueness about them. And of course, our message is getting out there in a variety of campaigns we introduced over the past 18 to 24 months. Repetition and consistency is what advertising and marketing 101 taught us.

We'll keep our eye on the trends as they shift and change to make certain all resources are focused on the target. If you have any ideas or read something that could make a difference, send it our way.

Why 'generic selling' won't work

Customers won't listen to your salespeople's solution unless they believe your sales force really cares about their unique situation. Your salespeople have to do their homework -- and ask questions that prove their dedicatoin to helping each individual customer. Instead of asking generic questions that might apply to anyone -- like "What are your main business objectives?" -- have your salespeople spotlight specifics; "Your annual report notes that division X grew substaintially last year. What made you decide to devote resources to that area?"

Targeted questions that establish your credibillity will build trust needed to win sales.

Source: Adapted from "Three strategies (and how to use them) to make your sales funnel flow faster," by Michael J. Webb, on MarketingProfs.com 

Role and Mission

It may be too simple to say that a convention and visitors bureau sell cities, but in reality, that is their primary mission. Bureaus are charged with the task of development an image that will position their cities in the marketplace as a viable destination for meetings and visitors. They then have to coordinate those constituent elements in order to attain that desired image.

Bureaus have another important role, working with meeting planners and group planners. The bureau is the key resource for planners who need assistance in a a number areas -- contact names, location information, locating necessary facilities, and acting as a convention management consultant. The bureau acts as the broker or liaison between the planner and the host destination and its resources.

Bureaus also serve as a city's information center and by responding to visitor inquiries. This information can be anything from hotels, restaurants, attractions, shopping, recreation, and entertainment opportunities. The CVB is essentially a visitor's one stop shopping center for ideas and information.

Source: Destination Marketing for Convention & Visitors Bureaus by Richard Gartell 

Ask your question -- then be patient

One of your discussion skills is likely to be the quick formulation of questions to direct at your employees. The problem is that many questions, especially important ones, can't be answered all that quickly. How long should you wait for a response? Sales expert Jill Konarath suggest being patient for as long as 8 to 10 seconds before rephrasing the question. While waiting, sit attentively but not tensely and don't fidget. This can be hard! However, it's worthwhile because you'll get better answers.

Source -- Adapted from the LawMarketing Portal Web Site, The Managers Intelligence Report 

Don't sweat -- or cut -- the small stuff

This year will be tough for a lot of companies, perhaps including yours, and pressure to save money will increase. You'll wonder "What -- and how much of it -- should I cut?" or "What shouldn't I cut?" Of the latter, refrain from axing perks such as coffee, occasional food treats, and long-established company parties, outings, and other celebrations. At times when people are fearful and withdraw into themselves, events that draw them out and offer factual proof that they're not alone benefit the organization as well as the workforce.

Source: The Manager's Intelligence Report 

Weathering the Storm

The Fundamentals
To weather the uncertainty that lies ahead and make the best use of time and resources, I propose that you and I make this the year to return to (or reinforce) the fundamentals of success.

Every day, you lay the groundwork for your unfolding success story. What you choose to do now, at this moment, will determine how you handle adversity, and how you are positioned when new opportunities materialize down the road.
It’s not about the weather. It’s about the whether – Whether or not you are willing to take action.

Into Action
Make 2009 your year to:
1. Develop Daily Discipline – What are you doing every day to sharpen your ax, improve yourself (Exercise is free), or create a new opportunity? I don’t mean a once in a while effort, or a heroic, desperate, “Hail Mary Pass” approach to change. What do you do every day to prepare for the opportunities that await you?
2. Build Relationships – With so many people in need of help, support, and friendship, this is an important time to focus on helping others. Make it part of your purpose to care for those in need, and you’ll benefit immediately (from the joy and fulfillment), and for years to come (due to the lasting relationships you’ll foster).
3. Embrace Sound Business Practices – Now is the time to get back to basics, with regard to your finances. Make value based decisions. Conserve costs where you can. Leverage your resources, and make the most use of what you have.
4. Go to School – During this year, learn something new. Become a beginner again. This is an important time to remain humble and become more skilled or more knowledgeable in your chosen field.

Source: Dan Thurman, Peak Performance Coach 

The Georgia Made Georgia Grown Database is LIVE!

In September of 2007 the Georgia Creative Economies Program, launched by the Georgia Department of Economic Development's Tourism Foundation, began an ambitious project to unify and market arts-based businesses in Georgia called the Georgia Made Georgia Grown Initiative. Georgia Made Georgia Grown is a forum to network and raise awareness of the State’s artscentric business people – artists, craft makers, authors, entertainers, those who make food products - operating on a grassroots, cottage industry basis. Consisting of both traditional and innovative creations made in Georgia, by Georgia residents, these products are designed to bring quality, ecology, and local flavor back into the marketplace. A primary goal of the program is to demonstrate to Georgians and visitors to the State where to buy Georgia Made and serve Georgia Grown. After months of research and planning, the much anticipated database has gone live! It is easy to use and is an excellent resource to market an arts-centric business, shop for unique corporate gift items, bring locally produced goods into a gift shop, hire an original entertainer for an event, commission a portrait honoring a mentor, host a reception highlighted by Georgia made delicacies, or find an event for a special group. Check it out at www.gamadegagrown.org!

Let customers make appointments for you

Taking sales appointments online could be the smartest time-management move you'll ever make. With TimeDriver, customers can go online at any time of the day or night, explore a menu of services, check your availability, and schedule a sales appointment. TimeDriver is geared specifically for individuals whose business relies on scheduling many appointments, such as sales and service professionals in large organizations. The idea is to make things convenient for customers while minimizing the overhead in email back and forth or phone tag.

TimeDriver is the first on-demand solution that allows a sales pro to book a steady flow of appointments through a Website visit or email outreach. TimeDriver requires nothing more than a Web browser and an existing Google or Outlook calendar, and the company offering TimeDriver, Massacheusetts-based Time Trade, is offering it as a free service.

Sales pros using TimeDriver should see an immediate increase in bookings and will spend far less time juggling appointment books. Early testers reported an average in increase and confirmed meetings of 56 percent and a drastic 76 percent in reduction of backand forth meeting negotiations.

For more information, go to www.timetrade.com.

Source: Selling Power

Success

It takes as much stress to be a success as it does to be a failure.

SOURCE: Emilio James Trujillo, Haight Street Armchair Philosopher

Seven steps for recovering from a setback

1. Tell someone about it
2. Don't take it so seriously
3. Sharpen your objectivity
4. Remember past catastrophes that you can now look back on and laugh about
5. Change your perspective -- lots of people have it a lot worse
6. Listen to a comedian and laugh it up
7. Be amused -- everyone makes mistakes!

SOURCE: Dana Ray Selling Power Magazine 

How to set an effective goal

An effective goal is always connected to what you're trying to achieve and how you need the audience to think or behave in order for you to get what you want. Because you have a stake in the outcome, you need to be "activist" in your thinking.

Envision your communication as a series of movements in a chess game. You need to think three to five moves ahead in order to win the business. You may not be able to close a multi-million dollar deal with a single presentation, but each communication can lay the groundwork for an eventual close. Each communication, therefore, needs a specific goal, which leads to and reinforces the final goal, which is to turn a prospect into a customer or a customer in a even bigger and better customer. Taking this long-term approach helps you avoid pressuring customers to close before they're ready.

Source: Selling Power Magazine, Dean Brenner, "Sales on Target" 

This question will help you hire the top talent in your industry

At the end of the interview, when the candidates think the interview is over, ask them one final question: "If I met your former boss at a social function, and asked to hear just one sentence about you, what would that sentence be?" Candidates will not be able to load their answers with fluff, and you should get a pretty accurate picture of the candidates. You can also see how fast they can think on their feet.

Source: Adapted from Communications Briefing, Employee Recruitment & Retention 

Choose happiness

You're struggling with the same issues that plague your employees. In fact, you probably have more balls in the air than they do. And how you handle your hardships will have a significant impact on how employees view theirs. If you fret, grumble, and focus on negatives, you can expect employees to match your sour mood. But when you smile in the face of adversity, they're more likely to adopt your positive attitude.

Source: The Motivational Manager, July 2008 

Discover the secrets to surviving tough challenges

Why do some people seem better able than others to weather life's storms? They learned the secrets of resilience. To handle whatever comes your way:

Focus on the Big Picture. learn to enjoy the good times and take lessons from the bad. Life has peaks and valley's. The sum total of your existence doesn't rest on one negative event.

Face the facts. Survivors don't waste their time with denial or their energy wishing things could be as they once were. Accept reality.

Learn to improvise. Develop and undestanding of your strengths and weaknesses. Then look for creative solutions that play to your strengths.

Source: "How resilience works," by Diane L. Coutu, in the Harvard Business Review