Bill Geist's Zeitgeist

The Beauty of a Sunflower

If you travel through DTW and ever traverse the subterranean passageway between concourses, you no doubt have experienced the light and sound show that has delighted travelers for years. Unless somebody has turned it off.

The option appeared a few years ago as officials at the airport became aware that the light show and sounds could be distressing for some people with hidden disabilities. The work-around? Buttons at each end of the tunnel that allow visitors to turn the show off for a few minutes as they make their way through to the next concourse. 

Airport officials at TPA, along with partners such as TSA, the Airport’s Police Department, airlines and others who assist passengers – have taken another step and became one of only a few dozen U.S. airports to launch the Sunflower Lanyard Program as another way to help visitors address the sometimes overwhelming stimuli faced by people with autism, PTSD, epilepsy or other conditions.

The Sunflower lanyard, which got its start in the UK, is starting to find adoption in the States. And it's an exploratory conversation that every DMO should be having with its airport and industry partners.

Can You Get Your Offers Straight?

Last Summer, the Chicago Tribune offered me online access to their content for a buck a month (or something like that). I knew that at the end of three months, they'd jack me to $15.99/month...which is where I am, questioning the true value. 

But, last week, I received two e-mails from the Trib within the same minute. One asked me to "come back" for 25 cents a week for 6 months. The other asked me to come back for $1 for 6 months (click to enlarge image).

Of course, when we called to ask if we could get the deal being offered, we were told no...that we were already a subscriber. But, errr, you asked us to come back.

And we are also being asked to trust the journalism of a newspaper that can't figure out the most basic tenets of customer service.

I get that newspapers are struggling...but, really?

Circumventing Trepidation

Jake Steinman's TravelAbility Summit (which we featured on the DMOU Podcast in 2020) has pivoted to become the Emerging Markets Summit...and is scheduled for Orlando in June.

Within its most recent e-mail compilation of relevant content, Jake shared the "why" of the name (and content) change. When launched, the Summit's goal was to create a travel industry conference to educate travel organizations about how they can prepare for the emerging market of the 40% of Baby Boomers that self-identify as having a disability after they turn 65. But, over the past couple years, he recognized that his presentations on TravelAbility weren't getting the attendees that they should have. Perplexing, to say the least.

"Perhaps it’s the fear of saying the wrong thing, or the daunting prospect of being accessible for a range of disabilities or that people in the industry consider accessibility a training issue more appropriate for someone else in their organization," he mused. Which can also be said for how some approach conversations around Diversity, Equity and Inclusion as well as Sustainability. But, by combining all three topics under the "Emerging Markets" banner, maybe that trepidation can be mitigated.

You can learn more about this Summer's event here.

 

The One

We all have our favorites; the steak, pizza, bakery or other culinary wonder that is, hands down, numero uno.

For many Chicagoans (and for over 50 years), the pan pizza that holds that distinction came from Gullivers...which closed its doors for the last time yesterday.

How good was Gullivers? Last week, one of the faithful told a Chicago Tribune writer, “I may never eat pizza again.”

That's the mark we all should attempt to achieve in everything we do, n'est-ce pas?

Farewell Gullivers. During my years in Illinois, you were always a fave.

Preparing the Next Generation of Hospitality Professionals

In our work with Destination Marketing Organizations across the nation since that first glimmer of comeback hope over a year ago, there has been one word on virtually everybody's lips: Workforce.

Or, more accurately, the severe, debilitating lack of it. And, a hundred different ways we've pondered how to emerge on the other side full-staffed. But, the problem is so monumental and pervasive...where to start?

Alabama announced a bold plan last week at their annual Conference on Tourism: $1 million to prepare the next generation of hospitality professionals. The program will allow students to train online through the State's 24-campus two-year college system, making the program accessible to virtually all citizens 16 and older, according to State Tourism Director Lee Sentell.

Bravo 'Bama. Looking forward to your lead!

 

That Simple Touch

To say that I was ready to come come last Friday would be like saying water is wet. Don't get me wrong, the work was thoroughly engaging and the people I met were fabulous (the ultimate perk of this gig). But with only 2 days home since the first of the month? Yeah, I never looked forward more to a flight home.

But, as I made my way down the aisle of the plane, I spied a 3x5 card on my seat. 

Great, I thought...the last passenger peed on the seat or the seat is broken. That card was going to redirect me to another seat, likely worse than I had selected for the four hour flight. My spirits plummeted.

Until I reached the seat...and I find this handwritten card (click image to enlarge) that says "Thank you for choosing us during this holiday season. We hope you enjoy your flight to Atlanta!"

Delta? This is why you are our preferred carrier. Your people are the best.

Happy Holidays to you all...and thanks for taking such good care of us 365.

Just Be Honest

"Thank you for your patience. We are experiencing higher than normal call volume."

If you were an airline in the midst of a major weather event, I might believe you. 

If you were a theatre on the first day of ticket availability for a super hot show, I might believe you.

But you're a medical clinic that provides procedures of which so many procrastinate because, while necessary, are really not fun at all.

Just be honest. There's not been a run on your services because nobody likes your services. You just don't have sufficient staff to answer the regular call volume.

Instead, how about: "Thank you for your patience. We are exceptionally understaffed, so this may take as long as 45 minutes...but, you know this is important to your health. So, while you're on hold, please consider joining our team. Flexible hours, great compensation and a friendly caring work environment..."

Just a thought.

Shopping Local this Year

Online holiday shopping exploded last year, in large part because many of us had no interest in being in stores during the height of the plague. And, while many of us are still not enthralled with the idea of being shoulder to shoulder with other shoppers...this should be the year we encourage everyone to shop local.

Not just because it is the right thing to do (and that many Destination Marketing Organizations have gotten good at it)...but because there's an increasing chance that online purchases won't arrive in time this year because of supply chain issues.

Consider this great quote from Durham's Dave Wofford (owner of the Horse & Buggy Press): "the work of local artists is not sitting on cargo ships."

True dat. Shop local.

The Customer is Often Wrong

Years ago, when we included Customer Service presentations in our speaking offerings to Tourism Conferences, I would share my contention that the customer was not always right. Debunking the commonly held maxim, I would intone that the customer was often wrong...and not just wrong but disrespectful, condescending and rude. That was in the late 1990s...decades before what we are experiencing today.

Yesterday, we shared results from a Longwood International study that indicates 80% of travelers expect equal or higher levels of customer service as we emerge from COVID. 

Our friend Cole Carley forwarded a chilling story from the Wall Street Journal that may well shine a light on why so many hospitality workers have so far refused to return, even in response to higher wages and signing bonuses. According to Black Box Intelligence, 60% of restaurant workers say they had suffered from emotional abuse and disrespect from customers.

Our mommas taught us better. And, for those whose parenting was somehow lacking, it's up to hospitality managers to escort anyone disrespecting or badgering staff to the door. No exceptions.

The customer is not always right.

 

The Disconnect from Reality

As we continue to ride the ever changing tide from the plague, a curious consumer expectation has emerged. According to the most recent travel sentiment study from Longwoods International, 80% of travelers expect equal or higher levels of customer service on this side of COVID than they experienced before. And, a quarter of those consumers were disappointed in the service they have received this year.

Has the inability of the hospitality industry to rehire workers not been articulated well enough in the media? Or are 80% of us just too self-absorbed to read signs like this one (click image to enlarge) and connect the dots?