Bill Geist's Zeitgeist

What Have We Wrought?

Amtrak has announced that its classic dining car will soon be phased out, another vestige lost from a more refined era of transportation. Interestingly, according to Eater, they are publicly blaming Millennials.

Peter Wilander, Amtrak’s VP of product development and customer experience, told the Post, “Some people, especially our new millennial customers, don’t like (dining cars) so much. They want more privacy, they don’t want to feel uncomfortable sitting next to people.” They are the new generation of riders who just want to look at their phones in private all day.

What in the world have we done?

Broadening Our Sensitivity

Air Travel is a pain in the ass. One of the moments that lifts my spirits is the subterranean passage between concourses at DTW.  Especially when the light show is pumping Motown.

Recently, I noticed an option that has been added at the entrances to the passage (click image to enlarge). It had never dawned on me that the light show I so love could be so uncomfortable to those with sensory issues. The ability to shut down the cacophony for a few minutes is a wonderful add to making the DTW experience work for everyone.

And, for more on designing a sensory sensitive destination, check out our DMOU conversation with Julie Pingston from the Greater Lansing CVB.

 

Horses on a Plane

Don't get me wrong...I completely understand that some travelers need Emotional Support Animals (ESAs) in order to fly without distress.

But, let's be real clear here. The rules governing ESAs are being abused and taken advantage of by the self-absorbed among us. As Jeffrey Younggren, a clinical professor in the University of New Mexico's department of psychiatry and behavioral sciences said recently, "ESAs (are) a well-intended, valuable concept that has now developed into something that is frequently nonsensical."

Like being able to bring a miniature horse on a plane?

It's allowed...and it happened just the other day.

Between dimwitted bureaucrats and people who think the rules don't apply to them (like paying an online firm $49 to get a letter from a "licensed thearapist" to circumvent the rules), it's always the malakas that screw it up for those who truly need it.

Sigh.

 

Thank You

When I think Labor Day, my first thought is to Unions. Maybe it's the annual LaborFest here in Madison that is put on by local unions. Maybe it's the image of people laboring hard to produce the products we need and love. And, part of it is the image of those workers who were taken advantage of over the years that collectively stood up and said, "no more."

That's what Labor Day is...and today is the 125th celebration of the American Worker, a yearly national tribute to the contributions workers have made to the strength, prosperity, and well-being of our country.

Maybe it's just me...but when I think Labor Day, I think brawn and sweat. But, on this Labor Day, I also think of the millions of people in the Hospitality Industry that are in service to millions of other people, often too self-absorbed to appreciate their dedication to their craft and the hours of dealing with thoughtless or condescending malakas. 

On this Labor Day, let's all say "thank you" to those in the Hospitality Industry who serve us and clean-up after us. We owe you a debt of gratitude that tips simply can't convey.

Here's to you all.

There Was a Plan B, After All

A few weeks ago, the City of Solvang abruptly severed its contract with its Destination Marketing Organization without an apparent Plan B. Realizing its error (shutting down its Visitor Center and festival and event support in the middle of high season), the City then hurriedly extended enough funding for a skeleton crew for the next couple months.

Then, this past Monday, the Council reversed itself completely, restored the contract and pledged to continue discussions and negotiations with the Chamber and its DMO. The City is still not happy with the situation and, at least from afar, it appears that the influence that Chamber membership has on its DMO's marketing is at least partially to blame.

It's why so many DMOs have ditched the "membership model" that restricts visibility to only those businesses that pay a fee. As Chambers have fewer available revenue streams, it's harder for them to operate inclusively. Thus, they are often criticized for favoring only members if the DMO resides within the Chamber.  

Clearly, members of the business community had a lot to do with opening the Council's eyes to their mistake. As one Lyft driver said, “Please, let’s be adults about this. Let’s not get personal. Without marketing we will be Ghost Town USA. We will not be Tourist Central."

True 'dat. Here's hoping cooler heads prevail in the weeks ahead.

What DMOs Do

Those of us in Destination Marketing often chuckle with each other that our families simply have no idea of what we do. Destinations International's Jack Johnson is on a mission to ensure that what we do is a shared community value (see yesterday's Z-News).

In the meantime, we refer anyone that doesn't understand what DMOs do to a recent article in the Grand Rapids Business Journal where the writer really went deep. And, let's be clear...that's a rarity these days.

For those of us in the Destination Marketing world, it's nothing we don't understand. For my friends from the outside, this article is a pretty sensational view of the work that DMOs do on your behalf. 

The Way it Should Be

A great article in Skift yesterday (and, who knew their mission was to keep the travel industry accountable?) on how IHG is pledging to not only do away with plastic straws but eliminate those mini-bottles of shampoo, conditioner and lotion in favor of bulk-size, refillable dispensers.

Best part of the story: IHG CEO Keith Barr says it's not pressure from governments that encouraged the move...the real pressure coming from guests.

“Governments collectively haven’t taken significant action in this space,” Barr told Skift. “The reality is our colleagues and our customers expect us to take a leadership position on things like waste.” 

And, ain't that the way it should be. Hell yeah.

Are Visitor Centers Still Relevant?

We hear that question a lot. Since we all carry more computing power and information on our mobile devices that the astronauts did 50 years ago on the trip to the Moon, who needs physical Visitor Centers anymore?

The answer turns out to be smart Destination Marketing Organizations. Check out the recent article written by our friend Virginia Haley of Visit Sarasota County. She reports that between January through March of 2019 (the high season in Sarasota), her Visitor Center staff saw a 46 percent increase in traffic as compared to the same months in 2018.

So, don't shutter your Visitor Center just yet...rethink it. Which is what Visit Eau Claire's Linda John did as she opened her new "Experience Center" earlier this year. You can hear Linda's story on the new DMOU podcast series, launched earlier this month.

Still relevant? And then some.

What Took Us All So Long?

Sometimes, we are so consumed with the job at hand that we can't see the opportunity before us. Sometimes we get comfortable with the "norm" of how business has always been done. And, that's when innovation is an orphan.

My alma mater DMO, Destination Madison is starting to pick up some serious industry buzz for its recent roll-out of a concept that is deceptively simple. One that sort of paraphrases Simon Sinek's "Start with Why" to "Start with the Customer."

The Destination Madison Team took the time to break down the challenges faced by today's meeting and event professional. And, juggling contract upon contract from each of the hotels they planned to use certainly floated to the top as one of a planner's biggest pain points.

How to solve the dilemma? Design one contract for all the hotels in the city the planner intends to use.

They call it "One City. One Contract."

It's One brilliant idea. 

Kudos to Deb, John and the Team that makes those of us that call Madison home so proud...

Travel Jobs Matter

It's National Travel & Tourism Week in America...and permit me one more shout out to the industry that has provided me such a rich career over the past 30 years.

One of the aspects of the hospitality industry that has always irked me is how those jobs are so frequently dismissed as somehow "not worthy." During the referendum campaign to build Madison's Convention Center, a City Council member used to rail on how this was the "wrong" kind of economic development for the City to be pursuing. That it was "low-pay, no-benefit."

While I countered that every job should be valued (as it should), I wish I would have had the data recently released from the US Travel Association that underscores the power of jobs in the hospitality sector.

Travel industry jobs lead to higher wages and financial success, more so than jobs in manufacturing and health care. Those of us that score our first job in hospitality go on to earn more than those who start in most other fields, as we learn skills, confidence and experience that are essential to successful careers in a broad spectrum of occupations. And, a third of Americans re-entering the workforce (see yesterday's post) do so through a job in the travel industry. And, honestly, who would you rather hire?

And, while not included in the research, let's be honest. Hospitality workers create a backdrop upon which we all create some of our most precious memories. And, isn't that the most important aspect of a job...having a meaningful impact on those you serve?

It's all about quality of life. Smile warmly and thank a hospitality worker for improving yours this week.

And, every day.