Walk In Customers – For **** Sake Sell Them Something

The Frustration Of The Walk In Customer

When someone walks through the front door of your business or telephones you with an enquiry make sure you sell them something.  Anything.  Just make sure you turn them into a customer.

My experience this past week suggests a lot of businesses aren’t making sure their employees have got the hang of “making customers” and it’s destroying marketing investment.

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Misleading Hotel Advertising

The pages of the Advertising Standards Authority (ASA) website are a good source of material for me these days.  Hotels and tourism businesses pop up regularly enough to be featured in a blog post.  Not as frequently as they used to be until Groupon got a grip on the largesse of their offer writers, but still enough for me.

Today’s tale of woe comes from an unexpected source…

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Hotels Competing For Direct Bookings

Do Booking.com and Expedia Make It Difficult For Hotels To Compete?

Two articles in my email inbox this morning got me thinking.

The more I thought, the more I could feel my teeth grinding.  So much so that I felt the need to write this blog post.

The first article appeared on Skift.com  – “Hotels Still Afraid To Take On Expedia and Booking.com Despite Rule Changes”

It speaks of the market power of the two main protagonists for online hotel bookings.  Booking.com and Expedia.

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Hotel Video

Using video to promote your hotel isn’t so hard nowadays.  With decent video capability appearing on smartphones and most digital cameras it’s never been easier to shoot video of something.

So why do most hotels insist on showing us all pictures of empty rooms, bars and restaurants?

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How To Tackle Brexit

I got the idea for this blog post whilst sitting watching Question Time on the telly and swearing at panellists failing to answer the questions put to them.

what will Brexit look like?

What will Brexit look like?

Brexit is a popular hobby horse just now, for good reason I admit.  But vexing over whether or not Brexit is a good idea is no longer worthwhile.  The decision has been made.  It’s going to happen.  None of us have any idea what it’s going to be like.  Least of all, I suspect, the politicians involved.  Most of whom appear to be completely out of their depth.

It’s Not Happened Yet

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Hotel Overbooking – The Necessary Evil

Do You Overbook Your Hotel?

Early Days

Hotel booking

In my (pre-internet) days as a boy hotelier overbooking was normal.  If you wanted to fill your hotel, you had to do it.  People have their plans changed, people cancel.  If you didn’t overbook you were left to underwrite everybody else’s fate with your own.  In some of the places I worked in London the front office and revenue managers really knew their craft and often as a Night Manager I was expected to “walk” anticipated late arriving guests.  It is testimony to their skills and judgement that I didn’t have to do it very often.  Or maybe I delegated that job to reception?  It was a long time ago.  Times were tough.  You overbooked or you lost revenue.

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