Bill Geist's Zeitgeist

The Impact of Visitor Spending

My friend Tim Morrissey posted a great "shaggy dog" tale last week, taking a poke at the economics of the new administration. That it starts with the hospitality industry earns it Friday Funny status.

Enjoy...and have a great weekend.

The 3 Rules for Management Success

The rock music industry recently lost one of its greats...and a name that I'd guess most had never heard.

Dee Anthony was the manager for Peter Frampton, DEVO, Traffic, ELP, J. Geils Band, Ten Years After, Jethro Tull and Joe Cocker, to name just a few. Probably the most amazing turn-around he orchestrated was that of Frampton who, after leaving Humble Pie, had popped out four commercially unimpressive albums and was only attracting a couple hundred people to his gigs (where this photo was taken).

Within a year of that shot, he was playing stadiums in support of the amazing "Frampton Comes Alive."

Dee's 3 core Management Rules always cracked me up (but are so true):

1. Get the Money
2. Don't forget to get the Money
3. Always Remember: Don't forget to get the Money

RIP, Dee...you hipped us all to some incredible talent over the years.

Thanks to the Rock n Roll Fantasy Camp's David Fishof for the catch.

A Tasty Way to Stimulate the Economy

130 Million people eat out in America every day...which pumps $3 billion into the economy, every day.

That's one I didn't know...and just one in a great video that clearly explains the impact of restaurants on the nation's economy. And the devastating effect when we begin to view eating out as a luxury.

Thanks to my friend Maura Gast of the Irving CVB for the catch.

It Takes a Virgin Mind to Solve Boarding

No...not that kind of virgin. The Richard Branson kind...as in Virgin America.

We've already issued Air Law 5 about the goofs that insist on attempting to carry on luggage as big as small pony. And Air Law 7 about the people who rush to the gate to board, regardless of their section, in order to secure overhead bin space for said pony.

Virgin America's brilliant solution: Board First Class first. Then, people needing assistance (though not with their pony)...then people without carry-on luggage. Leaving the people with ponies to duke it out for space after everyone else has been seated, thus ensuring that the boarding process moves smoothly right up til the end.

And, what an incentive to pay the $20 fee to check luggage! An easier time in boarding. Now, for some, that is a benefit that might just be worth the fee that other airlines have imposed with no additional benefit.

I love Virgin America. But, because the other airlines will never follow suit, Air Laws 5 and 7 still stand.

Smart Hotels Add...Not Slash

I know it's easy for me to opine from this not so ivory tower about an industry in which I have never directly worked. Unlike many of my peers in Destination Marketing, I didn't come through hotels. So, when I chastise innkeepers, it is with a modicum of self-doubt.

But, I do keep up with the industry's thought leaders on a daily basis. And virtually all of them (as does all the research) make the point that slashing room rate in a down economy is a recipe for disaster. Yet, I know that, when the property down the street does...it's real hard not to follow suit.

An article last week in the L.A. Times, however, should be required reading for any hotelier that is being lured to the dark side. Among the examples given in the piece that marvels at the ways hotels are battling back:

• The Hotel Erwin in Venice Beach is offering $100 towards a tattoo and a bottle of tequila with its "Ink and Stay" package.

• The Sand Diego Hard Rock Hotel is offering use of a Harley during your two-night stay.

• The Four Seasons in Beverley Hills trumps that with a free rental of a Porsche.

Smart. Very Smart.

And these hotels will bounce back much faster than the ones that drop their rates to $39.99. Of that, we can be sure...

And thanks to my friend Bill Baker for the catch.

Understanding True Customer Service

My friend Bill Haight recently posted a rant about the differences of customer service between major league businesses...and small business.

It's a lesson for us all on the concept of consequence.

There are a lot of people that don't "get" the concept of consequence. Pity them...because they will lose in the new economy.

What Did You Mean When You Said You're Sorry

Dave Carroll is back with Round Two in his "United Breaks Guitars" Trilogy. The first video has been viewed by just under 5 million people. The sequel is (at this moment) at 6,600.

Let's see how fast this one goes double platinum.

UPDATE: 30 minutes after posting...it's at 59,000 views :)

The Perfect Father's Day Gift

One of my favorite moments from WKRP in Cincinnati (and there are many) was Johnny Fever's stunned look as he played a commercial that said "What's the perfect Christmas Gift this year? (pause) Shoes!"

I couldn't help thinking of that last week as I breezed through the drive-thru of my local dry cleaners...and saw this sign in the window, more than six weeks after "Dads and Grads" were in vogue.

But...who knew that the Perfect Father's Day (or Graduation) Gift this year was...ummm, dry cleaning.

And yes, I've blocked the name of my dry-cleaner in the image so as not to completely embarrass them to the point of toasting my next batch of shirts...though, I do believe they are the only dry cleaner in town that offers drive-thru service.

Just a reminder that owners/managers should take a walk around the outside of their place every week to make sure that the signage is not a) stoopid and b) outdated.

Do It for Someone You Love

Or, at least, someone with whom you partner.

Great point made yesterday at the Southeast Tourism Society's annual Marketing College by research guru Larry Gustke that there are three main reasons to do attraction research. There are, of course, accountability and ROI.

But his third was one that I hadn't considered...that being the ability to provide a service to our attraction partners. Especially in these trying economic times, there is a very real possibility that they have suspended their research. Some may have never even considered research, blindly relying on gut feel in providing experience to a travel consumer they think they know.

Partnering with our attractions to perform research that benefits us all...that's increased intelligence. And, it's that DMO relevance thing again, too.

The Hubris of Size

If you've ever been by an Apple store (especially in a mall) you're probably amazed at the sheer number of consumers milling about, trying out the most elegant of today's technology. The Apple Store has become one of the most amazing of all retail (and branding) success stories.

Word out of the Evil Empire has it that it plans to begin opening Microsoft retail stores in close proximity to Apple Stores.

I'll wait while you scratch your head furiously.

I know this strategy works well for fast food...but that's because the product is so interchangeable. Fast food is a commodity for all but the most fanatic.

Apple products vs. Microsoft products? Ummm...not so much.

The concept of Microsoft stores makes a lot of sense, if they execute the strategy correctly. But putting them next to Apple stores? Sounds like a recipe for humiliation.