Bill Geist's Zeitgeist

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.

Treasonous Anti-American Stupidity?

I'll just leave this here (click image to enlarge).

Image Credit: Los Angeles Times

Like That Will Have a (Positive) Impact

Not to throw shade at the head of the Hotel Association of New York City, but his recent support of Mayor Bill de Blasio's summer-long waiver of Hotel Room Taxes is perplexing, at best, and reckless, at worst.

Don't get me wrong, there are some destinations where $18 a night might influence a potential visitor to choose another city. But, honestly? This is freakin' New York City. A destination that isn't up for debate on haggling over price. It's also a City with a pandemic-induced budget hole that could use those revenues to shore up other parts of the economy or infrastructure. To forfeit an estimated $30 million of tax revenue on a feel-good gimmick that's simply not needed to jump start the hotel sector is amazingly short-sighted.

The consumer tax savings on a $300/night room is roughly $18, it's $12 on a $200/night stay and $6 on a $100/night stay. So, don't call me elitist when I say people wouldn't let $18 blur their desire. That's a drink in the hotel bar for people willing to spend $300 a night...and a hot dog for those attempting to be frugal. 

If the powers at work here really want to help, don't waive the Room Tax. Use it to subsidize a portion of theatre tickets so the theaters and their crews and companies are made whole...but that tickets are more affordable to the tight-fisted (but culturally sophisticated) consumer this summer. That will capture people's attention. Broadway on Sale for one Summer only? That will cause theatre goers that might fear an unmasked city to take a chance and return. The same with admissions to sporting events and museums. And, let's find a way to help our restaurants come back.

The Mayor deserves huge props for dedicating $30 million in recovery funding for the work of NYC & Company. But, forgiving a fee that hardly anybody notices when there are so many ways to maximize this revenue? Unforgivable.

Making a Bad Situation Worse

A Wisconsin Legislator has shepherded a bill through the Assembly that would waive state and local sales taxes on restaurants, bars, movie theaters, amusement parks and arcades during the summer months of this year. He says it is meant to spur business in some of the industries hit hardest by COVID-19. It now awaits action by the Senate.

Let's be really clear here. Almost no one makes a travel decision based on the taxes they'll pay. It's an assumed cost. Does anyone really believe that a consumer will choose Destination A over Destination B because one doesn't charge Sales Tax? And, is that really the message one would want from the State Tourism Department? "Hey...come here because we aren't charging sales tax." Really? That's all you got?

Interestingly, the State's largest tourism destination DMO is opposing the bill. And...for all the right reasons. 

As Wisconsin Dells VCB CEO Romy Snyder opines, the revenue hit this will have on municipalities and counties throughout the State will be debilitating. And, isn't it refreshing to see a DMO looking out for its government's best interests?

All indications are that pent-up demand will drive a powerfully lucrative summer in Wisconsin. Why forfeit the very funds that local governments need to recover?

Baffling.

Oh wait...it's just political theatre.

The Chef as The Story

If you've yet to catch an episode of the new CNN travelogue series Stanley Tucci: Searching for Italy, treat yourself. Beautifully shot, the series explores the variations in cuisine, traditions and preparations throughout the country.

Just as beautifully shot (and no less culinarily compelling), is a new online series we recently stumbled upon from our friends at VisitNorfolk.  City with Bite is a semi-weekly video series featuring local food and culture icon Nomarama as your host with a stated mission to try all 600 of Norfolk's independent restaurants. And, with 4 episodes already online and streaming, we're so planning our next visit to the city!

Click on the slightly irreverent trailer and I dare you not to watch all four episodes.

Congratulations to Kurt Krause and the crew at VisitNorfolk. Sensationally played!

Reimagine a Floor?

Many restaurants that have managed to remain open for the past year are hanging on by a thread, praying for the weather for outdoor dining to return, government restrictions to relax and consumer fear to subside. 

I'm not sure how I missed this piece by Laurie Jo Miller Farr that ran last month in The Travel Vertical, but the concept of restaurants and hotels partnering at a high level is brilliant. As she opined: "Urban hotels are removing beds, dressers, nightstands from hotel suites and re-furnishing them as private dining rooms. Limiting interaction with others, there’s a waiter to serve plated meals from a nearby restaurant and some of the guests are opting for an overnight stay. Aimed at a local targeted audience, why not?"

If you missed the story too, catch it here. This could be the bridge to Summer.

Image Credit: Le Crocodile in Brooklyn