Bill Geist's Zeitgeist

Isolation

The companies that have withdrawn from Russian engagement continues to grow. McDonalds (which will result in a $50 million loss in revenue per month) is one of the most notable to say nyet.

But, it isn't just shutting off commerce in an effort to encourage Russian leadership to stop this wanton act of aggression and disregard for human life. It's shutting off services...which Destinations International has just done by termination of the membership of the St. Petersburg Convention Bureau.

Along with the announcement, DI also offered a link to a non-profit organization led by D.C. chef, José Andrés, that
has been on the ground in Ukraine feeding displaced people since the outbreak of violence.

Please join DMOproz in supporting this vital lifeline for so many.

This is What Community Collaboration Looks Like

As many communities begin their recovery from COVID, Lansing MI faces an uncertain future. The State has cancelled leases on over 1 million square feet of Downtown office space and many State workers are still working remotely. The thousands of State workers that powered retail, lunch and happy hour business are nowhere to be seen...which has set off a cascade of business closings. Converting the vacant office space to apartments and condos isn't financially viable. It's a situation that, quite frankly, we haven't seen at this devastating a level anywhere else in the country.

Julie Pingston (CEO of the Greater Lansing CVB) along with the CEOs of the Regional Chamber of Commerce and the Economic Area Partnership recently penned a letter to Michigan Governor Gretchen Whitmer asking her to direct $5 million in Federal Recovery money into Downtown Lansing. 

Besides the fact that the State has a responsibility to its Capital City...what caught my eye is that none of the 3 community development agency signatories are asking that the money come their way. Instead, they are urging the Governor to invest the Recovery funds with Downtown Lansing, Inc., which has a plan to reduce office vacancies and establish a revolving loan fund to keep those businesses still standing afloat.

That's what Community Collaboration looks like. And, here's hoping that the State recognizes how dire the situation there has become for local businesses.

A Big Mac as Historical Icon

Imagine, if you will, that all the McDonald's in your country were going to close tomorrow. Regardless of whether you've moved past fast food, tell me you wouldn't swing by for one last taste.

That's what happened in 2009 when McDonald's pulled out of Iceland. And, Hjörtur Smárason bought his last Icelandic Big Mac and fries...and then life got in the way. He forgot that last meal, still in the bag, in the garage...only to find it three years later untouched by time or small rodents. In a word, it was perfectly preserved and has spent the last decade traveling between museums in the country.

McDonald's maintains that it's not preservatives at work...but rather the lack of moisture that has maintained the meal's immaculate condition. And, who am I to dispute their gastronomic scientists? But, that mice didn't go near the bag when they chewed up Hjörtur's nearby roller blades?

Yeah...

Don't Give Up

I've been thinking about that guy in Chicago who said that he might never eat pizza again, upon the closing of the iconic Gullivers on Sunday.

And, I know how you feel, brother. But, I also think back to the pizza joints of my youth, my early adult years, my family years, my travel years and now. In each stage of my life, I found a 'za that became a new fave...and that hasn't changed. As good as the pizzas of my past were (and Gullivers was right up there)...I've found two joints north of the Mad City that you should try before you swear off pizza forever.

You'll find our new faves at Gem City in Baraboo and On the Rox in Roxbury. Check 'em out. We all have different tastes in pizza...but these are pretty orgasmic.

Just sayin'

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.

The Ice Cream Bowl

It's been pretty common for the DMO CEOs of Super Bowl destinations to challenge each other to a bet with some of their iconic foods, drinks or swag on the line. But, a couple Big Ten DMOs have entered the fray in the "Ice Cream Bowl" challenge.

4th ranked Penn State travelled to Iowa City Saturday to take on 3rd ranked Iowa in a nationally televised Big 10 matchup. And the two DMOs agreed to a friendly bet.

If Penn State were to win the football game, Think Iowa City would send a gallon of Heyn's Ice Cream to Happy Valley. And if Iowa won, Think Iowa City would receive a gallon of ice cream from the Penn State Berkey Creamery.

“The sweet taste of victory will be even sweeter with some ice cream from Pennsylvania,” said Josh Schamberger, CEO of Think Iowa City.

A gallon of Penn State ice cream will be on its way...as Iowa came from behind to best Penn State 23-20.

And, the PR value for both destinations is priceless.

 

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?

Pretty Genius

It's clearly not the first time it's been done, but lining up a bunch of food trucks outside the hotel (instead of serving another chicken-based convention lunch) is a great way to spread the love (and money) in a community.

Hats off to US Travel for a fun (and tastier) lunch and an even better ESTO!

Oh, What the Hell

How is it so hard for some to connect the dots between the States in which cases of the Plague are spiking and the States that have dropped any pretense of attempting to adhere to CDC guidance. Indeed, at least two of those States have gone as far as to ban vaccine passports altogether.

Throwing in the towel by saying, "well, we tried," is kind of like being down by 14 with a minute to go in a football game and you send in the second string. Except, you have Tom Brady, Travis Kelce, Davante Adams, Derek Henry and Stefon Diggs on your team...and you have the freakin' ball.

That's the attitude in New York City, where later this month (I actually think it should be tomorrow), the City will begin requiring proof of vaccination for indoor dining, gyms, entertainment and performances.  It's clear that appealing to some people's sense of community and concern for the health (and life) of others doesn't work in this country like it once did. Taking experiences away from people that refuse to be part of the cure may be the only solution left to effectively stop this killer.

And, for those that are unvaccinated (by choice) that are gonna pitch a fit over restrictions like these, remember that this is on you.