Archives : 2010 : May
“The NAVIS Model Works. Use It!”
May 12th, 2010Check out this new video of 4 of our clients telling our Leaders Conference audience about their “Ah-Ha” moments with NAVIS. It’s short (3.5 minutes) but speaks volumes about the results we deliver.
The “Power of Conversion” for Your Resort Lodging Business
May 10th, 2010With all the focus on online marketing, people in the resort lodging industry often overlook the revenue that can be gained by improving the conversion rate of their calls. Just a small percentage increase can result in significant improvements to the bottom line.
Case in point…Say you take 2500 reservations over the phone each year with a typical conversion of 27%. If you can increase that 5 points to 32%, and your average stay value is $1200, you will bring in an additional $555,556. Plus, if you implement an outbound calling strategy to the ones you didn’t book and close just 5%, you will gain another $377,778…for a total revenue gain of $933,333.
Want to see how much revenue you can gain, using your own data? Visit our new “Power of Conversion” online calculator.
Surprise Your Vacation Rental Guests
May 7th, 2010This is an excerpt from a story written by Lior Arussy that appeared in the May issue of CRM and I thought it applicable to the hospitality lodging industry in general. It has to do with surprising your customers.
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A stressed-out customer calls into a flower shop. “I need you to ship a dozen roses right now to this address,” he demands, rattling off the address and his credit card number.
The customer service rep pauses before replying. “Sir,” she says kindly, “can you tell me why you’re so stressed?”
“Ma’am, it’s none of your business,” the caller brusquely responds. “Please don’t ask me questions. Just ship the roses.”
“Sir, I promise to do that right away. But can you please tell me why you’re upset? I can sense it in your voice.” She continued to prod for an answer, gently and quietly, extending the call without a single thought to average handling time.
Finally, the customer blurts out the true circumstances: “I forgot my anniversary yesterday. My wife isn’t talking to me, so I’m sending roses to see if she’ll forgive me. Are you happy now?”
“I’m truly sorry about what happened,” the agent says. “Here’s what I’d like to do: With your permission, when we send the roses, I’ll write a note saying that we apologize for shipping the flowers to the wrong address yesterday. And I’ll send a small box of chocolates. Will that work for you?”
After a moment of stunned silence, the once agitated customer says quietly, “You’re going to do that for me?”
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When you surprise your customer, you create loyalty. When you create loyalty, you create trust. When a customer trusts you, they not only stay a customer, they become a more profitable customer. Think of ways to surprise your guests and they will come back again and again.
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