Bill Geist's Zeitgeist

DMOU: Getting LGBTQ+ Right

Authentic. It's the word we often hear when Destination Marketers attempt to develop messaging for consumers. But when reaching out to a market that doesn't look or live like you, achieving authentic is often elusive. Last month, HospitableMe's Billy Kolber and Kenny Porpora joined me on the DMOU Podcast to break down how DMO pros should approach the LGBTQ+ market. From working with the local community to determine whether your destination is ready to designing and executing authentic messaging, this is a conversation you won't want to miss. Plus, they revealed details on their new Master Class, with a discount for DMOU listeners that expires at midnight tonight.

Check it out!

Landing a Dream Job

I can't imagine my life not in the travel and hospitality field...and yet, that's never where I aspired to be when I was younger. I stumbled into it quite innocently and I've never let go (or, probably more truthfully, it never let go).

But why wasn't it an option? My mother instilled in me an ethos to always give back; to be in service to others. And, I can't think of an industry that is more "in service" than the service industry. So why wasn't it a viable option as I made way way into adulthood? Because, historically, we've paid shit wages and demanded impossible hours of entry-level positions? Because society and educators didn't value the work we do? Because self-absorbed asses in our midst think it's OK to demean service workers to their faces?

An interesting story in Fast Company caught my attention over the weekend. Roughly half of teens aspire to work in an artistic or investigative career. Only 2% of careers are in the arts/creative field and 8% are investigative (think scientist, detective, researcher, etc.). Why don't more dream of a job in hospitality?

Which then got me thinking about the new Amazon Prime series "Life's Rewards," where a rich playboy loses everything and is forced to live off his hotel points. As I suggested to Visit St. Pete / Clearwater's Steve Hayes on the DMOU podcast, my favorite aspect of the show was not just the character's reawakening...but the service staff around him that helped him find his way.

The answer isn't ads that extoll the virtue of a life in hospitality (did those Army ads make you want to join...or was it the TV shows and movies that glorified the cause?). We need more shows like Steve's to inspire the other half of teens that hospitality is a path worth considering.

Parking

In roughly half of the Strategic Plans we facilitate, the lack of downtown parking comes up as an issue. And, while it may be an issue in some towns...research indicates that the real issue is more often the lack of effective signage directing consumers to exiting parking.

Indeed, a recent studies indicates that there are eight parking spaces for every car in America.

Next time the lack of parking is cited as an issue in your community...push back with the alternate view. 

It's likely simply poorly signed.

New on DMOU: Getting LGBTQ+ Right

Just up in the DMOU vault is an insightful conversation with our friends Billy Kolber and Kenny Porpora of HospitableMe into the world of LGBTQ+ travel. From ensuring that your community is ready...to hitting all the notes perfectly in your messaging, this podcast is for any DMO pro that recognizes the opportunity to welcome a vibrant and growing market to your community.

You'll also hear about their new Master Class...and score a DMOU / DMOproz discount code, just for listening. And, yeah...their Bonus Round questions are pretty fun, too.

Join us.

The Future of Officing

In destinations as diverse as Kankakee County and Kansas City, Destination Marketing Organizations (DMOs) have made the decision to ditch their physical offices after experiencing a degree of success working virtually during the pandemic. Other DMO CEOs have planted their feet firmly in the "back to the office" camp to preserve staff culture and creativity.

Visit Omaha has elected to do a hybrid approach, leaving its Downtown location in favor of virtual officing...but utilizing some of the $250,000 it would have sunk into lease payments into renting meeting space at destination hotels when it needs to meet face to face. Smartly, they'll keep their sensational Visitors Center open and use it as their administrative hub.

How is your DMO evolving when it comes to the future of its Office and Visitor Center?

The Nod From the NFL

Customer Service is nothing new...but when we experience stellar service, we notice. Right?

That's what I felt over the weekend when I thought about the NFL Draft. I mean, that's all I've been hearing about on Sports Radio for the past two months. When the hell is it, I asked myself. And then, I asked the internet and was taken to a page that said it starts Thursday. And, for more information, I was directed to visit the website of Destination Cleveland. And, that made me smile.

It shouldn't have. That link should be expected. DMOs in pro sports towns have been working with their franchises for years. But yet, it still did...and Destination Cleveland didn't disappoint, as they've transitioned their home page to NFL Draft HQ.

And again, I smiled. 

Visit, Vaccinate & Vacation

As destinations go, you can’t get much more diverse than Alaska and the Maldives. But, both are banking on the same strategy to stimulate visitation: COVID-19 Vaccines.

Beginning June 1, inbound passenger to commercial airports in Alaska will be able to receive the vaccine. And, in the Maldives, the nation’s Minister for Tourism has announced a 3V strategy: Visit, Vaccinate and Vacation.

The beauty of the strategy isn’t lost on me. One would need to stay three or four weeks to get the second shot (though Alaska is planning to arrange for visitors to get their second shot at home).

Can you say “High Value Customer?”

Minimum Wage

In the conversation over Minimum Wage, it comes down to the juxtaposition of paying employees a wage that enables them an acceptable standard of living and keeping one's doors open and profitable. Don't get me wrong: an arbitrary $15/hour isn't the answer, as every industry in every community is different. But, can we agree that squeezing work out of people for less than one can afford is morally and ethically wrong? Not to even consider the toll it takes on employee morale, dedication and customer satisfaction.

A DMO pro and I were shooting the shit earlier this week in preparation for our facilitation of their upcoming Strategic Planning Workshop. He shared with me that a local outlet of a national retailer Facebooked on Sunday that they were closing at 4pm because they only had one person show up for work. 

It doesn't take an MBA to figure out this scenario. Pay more than $10/hour and people will be more likely to show up for work. The Manager replied that the hourly wage was set by Corporate...and there was nothing she could do.

So again, the onus falls back to Corporate. And again, it falls to me to break it down. If you need 3 people to staff the store and you were to pay, say, $20/hour, that would be $30/hour more than you're paying now. Staying open from 4 to 7 would mean $90 more in payroll (and a workforce that would be much more likely to show up and treat the customer like gold).

If you're a national retailer and you can't sell more than $90 of crap in three hours to cover that cost, you got bigger problems with your product and marketing than a workforce that has better things to do than work for $10/hour.

Corporate? I'm here all week, if you'd like to talk.

36 Minutes of Inspiration We Need

For Destination Marketing pros, saying that this last year sucked is like saying that the February ice storm in Texas was a cold snap. But, imagine being in Puerto Rico. Double-slammed by two hurricanes, a President that shamefully refused to release disaster aid, then Zika, three weeks of earthquakes, political upheavals and a fiscal crisis. And then, one of the most aggressive responses to the plague in the nation. Yeah...you simply do not get to bitch about the virus.

You want 36 minutes of pure inspiration? The Simpleview Future of Tourism Podcast (hosted by our friend David Peacock) featuring Discover Puerto Rico CEO Brad Dean dropped yesterday...and I dare anyone to say these 36 minutes aren't the other shot you need in your arm.

Yeah, he kindly drops my name. But really...it's a sensational conversation with two of the brightest voices in our sphere. Treat yourself.

Teach 'em Some Respect

As we look hopefully to the return of travel around the world, it behooves us all to reconsider how that will look when cabin-fevered consumers collectively feel they've been given a green light. For those that have received their second shot...that time is sooner than later. For every such person we've talked to...indeed, it is now.

To avoid returning to "over-tourism" complaints by residents in some communities, many Destination Marketers are shifting where and how they plan to re-enter the marketplace to attract a more discerning consumer. In British Columbia, a number of DMOs are working with the Sea to Sky Corridor Destination Development Council to educate inbound visitors to "the concepts of respect, proper outdoor conduct, preparedness, environmental awareness and responsible social media use." In other words, encouraging visitors to stop acting like they were raised by feral pigs when they're in-market.

Pique published a great piece on the initiative that is worth your read. And, here's hoping it inspires others to take steps, while we still can, to mitigate the crowds we know will return.