Bill Geist's Zeitgeist

The Best of the Best

When people are dismissive of those who work in the services industry, it puts on display for all to see just what kind of person they be.

Yes...there are two kinds of service workers. Those who just do their job and those that redefine their job. The former makes life for the dismissive person easier. The latter makes you smile. Both are noble...as being in service to another is one of best things one can do.

But my thoughts today run toward the service workers that redefine the genre. Like Brock Calmes, a former hawker at baseball games in the Fox Cities of Wisconsin. I never had the chance to meet or experience Brock...but, for those that did, he was "da man."

To the point that, for many Timber Rattler fans, they would only buy from him. His "call," his personality and his genuineness made him as big a part of the ballpark experience as the players.

It is a skill set not taught...but inherent inside each of us that choose to serve. And, for guys like Brock...it just happened.

Sadly, I'll never get to experience his coolness, as he recently passed...but I love that his voice carries on in this video.

RIP, Brock. You are an example to us all.

A Golden Opportunity

While there are those in the Hospitality space that are insanely innovative, most of us follow each other around. How else to explain the sad state of air travel in this country?

So, when the Wall Street Journal publishes a story about how some of the best hotels in the country are focusing on the first 15 minutes of interaction with their guests, you can bet other hoteliers are sitting up and taking notice. Thus, if you are a Destination Marketing pro, this could be a golden opportunity, as smart hotels step up their employee training programs.

Connect with them now and encourage them to include you in the training program to help their employees understand the informational resources you provide. A smile, correct posture and a cookie are all well and fine...but guests will really brighten when they hear suggestions for great restaurants, nightspots and cultural opportunities nearby.

If your hotel partners are training...make sure that training includes the most important things.

And, that ain't a cookie.

 

Hey...at least it Keeps the Unemployment Rate Down

Really, the people that our government employs...

The New York Times nails it in a recent article on the hoops through we force international visitors to jump. Honestly...there is somebody that is gainfully employed within the bowels of our government that has decided that we must ask the following questions of international visitors.

Before being admited to this country, visitors are asked whether they are guilty of “moral turpitude." That would include lying, adultry and homosexuality. With the lying part thrown in, I'm guessing that covers just about everyone.

Visitors are also asked whether they're planning any “immoral activities.” Immoral as defined by exactly who is undetermined...but I'm guessing anyone lured by the "What Happens Here Stays Here" ads would struggle with answering this one truthfully.

Oh yeah...they also ask if you're a terrorist or a spy.

While these questions might trip up the more intellectually challenged...what does it say to everyone else?

I mean...after they stop laughing.

And questioning why they wanted to come here in the first place.

Thanks to my friend Meilee Anderson for the catch.

 

Being Uncommonly Relevant

Yesterday, we shared with you the story of a candle shop that hit gold by packaging their experience with a wine shop.

This Columbus area wine shop, however, is doing something so cool, we didn't want their brilliance to go unnoticed. On the off-chance that you didn't click on their link yesterday...allow me.

The proprietors of this simply amazing shop, called House Wine, understand an often overlooked premise...the vast majority of those who buy wine have no freaking idea of what they're doing. Especially when it comes to pairing. Yet, so many wine shops focus on the aficionado. The wine snob. And, that's OK, I guess...if you're willing to sell to just 20% of the market.

The rest of us? We're serving salmon tonight and don't have a clue. That's where House Wine is so perfect. As they say on their website: Our inventory is separated by country or food for matching and each wine falls into a class. With our classification system, distinguishing wines by color and character, you can easily narrow down your wine preference. Going organic?  Grilling some beef?  3rd date?  We make it almost too easy.

Hell yeah. Today...it's all about easy. And, in an environment where I can look like I know what I'm doing when I clearly don't.

House Wine isn't the first to understand this truth...but they are one of only a handful who have. On my next trip to the C-Bus...I'm so there.

Above and Beyond

I recently had a simply sensational dinner with friends during an industry conference. This after being absolutely underwhelmed with the service at virtually every other touch point during my stay.

There's really no point to out the destination...it could happen anywhere. But, I'm not doing it to protect the destination. I'm doing it to protect our waiter...because he did something so unusual, I fear that his manager would vigorously disapprove. And, yet...it capped off a perfect night.

Our waiter vividly described many of the featured entrees, going as far as to advise against one steak if anyone was planning on having it prepared any more done than medium rare, as that particular cut can't take a higher heat without getting tough. However, he said, if we liked our meat red, we'd love that item. He was fun, attentive and completely focused on our experience. And, then, it happened.

He had been paying enough attention to know that we were attending a conference and, as we prepared to leave, he brought over a hand-written list of other restaurants and nightspots that he thought we'd like during our stay.

Really? Did this guy have a "Miracle on 34th Street" fixation growing up?

That considerate move not only capped a fabulous night but helped redeem the destination's lackluster service from the previous 24 hours. And, completely sealed the deal that I'll be back, next time I'm in that town.

I want so badly to believe that the management of this restaurant has trained and enabled their people to create this kind of experience. But, my fear that this guy is flying solo (and could possibly earn the rath of his manager) means I can't tell you the name of the restaurant.

Unless I know you.

Creepy...but Kinda Cool

Word from Wired (via Iconoculture) is that KLM Royal Dutch Airline will be debuting a new service called "Meet and Seat" this year, allowing passengers to select their seatmates based on their social media profiles.

And, for all of us beautiful, trim and exceptionally interesting conversationalists, this sounds like a pretty cool idea. A little creepy...but cool.

Except, I have this nagging image of all the people that never got selected for pick-up games in elementary school or asked out on dates all ending up awkwardly bunched together in the back.

Or the front.

I Just Don't Understand

Allow me to set the stage. It's January...the dead of winter in the Midwest. Occupancy isn't what anyone would call acceptable. Residents pretty much stay home during the week...especially on frigid Monday nights. Thus, restaurants and bars could be excused if they elect to close on Mondays. Ain't nobody downtown.

Except...there is a 300-person convention in town on this particular Monday night. And, with that background, I have a few questions.

I've never run a hotel...but why would the HQ hotel restaurant and room-service be dark with a full house?

I've never run a restaurant, but why would the coolest culinary spot in town (and just a block away from the HQ hotel) be dark on this particular Monday?

I've never run a strip club, but why would such a nightspot (a block in the other direction) be dark on this night (and, oh yeah, the attendees at this convention skewed 80% male)?

Just because it's Monday night? Really?

Are we that married to our schedules that we can't see the opportunity that 300 visitors in a town bring to a bottom line? Maybe they all don't need to go to a strip club...but, ummm, they all gotta eat.

Like I said, I've never run a hospitality business. But, I'm pretty damn sure I would have found a way to be open and benefit from the dollars that were burning a hole in 300 visitors' pockets.

And, have a big smile on my face Tuesday morning as I made my deposit.

Just a thought...

The Future of Air Travel?

The extra fees that airlines charge passengers are bad enough. Now, a Comtel airliner stopped for fuel in Vienna, Austria last week...and demanded roughly $200 per passenger to continue on to Birmingham, England.

Some passengers were allowed to deplane to access cash on ATMs.

Sigh...

We'll Never Share Your Contact Information

Yeah...right. Thanks a lot Borders.

Not that you care...but you've just sent the rest of the world's businesses that have been trying to assure consumers that their contact data is secure about 20 paces backwards by selling your list to Barnes & Nobles.

I was one of probably hundreds of thousands of Borders customers that got the e-mail this weekend from Barnes & Nobles that said just that. You bought the list they promised they wouldn't sell. You hope that I'll understand.

I don't.

Really dumb move, Barnes & Nobles. Who the hell advises you on your marketing strategy?

Really...

Only 30%. Really?

Surveys indicate that only a third of American hotel guests leave a tip for the housekeeping staff.

Really? REALLY?

Being involved in the hospitality industry, I know I may have a greater understanding of the culture of tipping than some. But, really...how self-absorbed can people be to not understand this basic tennet?

I continually shake my head at how clueless people are.