Bill Geist's Zeitgeist

Impact Sustainability Travel & Tourism is Back

Earlier this year, on the DMOU Podcast, we hosted Paul Nursey, CEO of Destination Greater Victoria to talk about his organization's outsized role in environmental sustainability. In one of our questions, we delved into an event they helped launch in 2018 called Impact Sustainability Travel & Tourism.

After a scaled back COVID-driven virtual event last year, the event is back in Victoria as a live event set for January 22-26. If you're a Tourism pro in Canada, you know you must go. If you're from anywhere else, you know you should go.

DMOs as Storytellers

Last week, I was on a Zoom call with a DMO Board as we snugged up their updated Strategic Plan. And it was, to be sure, a one-off comment from one of the Board members...but it struck a nerve with me.

"Newspapers used to tell the story of our communities," they said. "They don't anymore...they just shine a light on our warts."

True 'dat. As newspapers fight for survival in the digital age, they have increasingly moved to covering the negative stories to score more clicks. The celebratory stories of community pride are sadly fewer and fewer in number.

Which got me to thinking. Destination Marketing Organizations, more than any other community agency, are in the "good news" business. And, in a time that we all need good news, is this a role that DMOs are designed to play in the months and years ahead?

A few years ago, we were working with a DMO that had a toxic relationship with its local paper. One of its reporters broke ranks and shared that their management was routinely killing good news stories to focus on bad news clicks. She offered to head up a good news digital paper to balance the community conversation. 

It never happened...but the concept has stuck with me. Does it resonate with you?

They're at it Again

As the pandemic began sweeping the world last year, Roger Amidon (GM of the Palm Beach Marriott) took two assets (and several staff members) to make some social lemonade of the giant lemon we were all handed.

Those two assets were his sensational view and a bunch of beach chairs. He had his crew set up the chairs to spell out messages of support and hope, changing the message up every day or two.

Well, they're back at it. This morning, Roger's team set up the chairs to read "Welcome Back" so they could take some pictures to use on Social Media next month to welcome back international travelers. And then, he asked the crew to re-arrange them again...but this time as a recruiting tool for employees (click image to enlarge).

I can't wait to see what he and the team will do next.

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 Future of Business Travel

Last week, the CEO of United Airlines predicted that business travel would fully return to pre-pandemic levels. He didn't predict when...but he knows it will return, because business is all about relationships.

Which caused me to think back to the classic 1990 commercial that strongly suggested that face-to-face was critical for business.  Interestingly, it was a United commercial designed to get business to book more flights. But, there is no arguing that the concept behind the ad was solid. We all know this is a relational business.

Whether he's right or wrong, United needs to bring that commercial back.

 

The Hesitation Dance

"Hesitation Dance" was a song on Survivor's breakthrough album "Eye of the Tiger."

That's where we find ourselves in the travel space this month...in a Hesitation Dance. This article in the New York Times certainly sets the stage for a troublesome Fall. And this one that shares that travel optimism has crashed by 40% since June.

Me thinks we are back to the messaging of last summer..."when you're ready."

 

On Capping Municipal Investment in Destination Marketing

It doesn't appear likely to happen in an Alabama town...but a City Council member there recently suggested capping his City's investment in destination marketing. Such a suggestion has been floated before and Council has been sophisticated enough to dismiss the notion out of hand.

But, it keeps coming up. This time, the quote from the Council floor was, ""Tourism does a wonderful job, but I feel like there needs to be a cap there. There needs to be a place where we stop them from getting so much. I feel like $900,000 is a lot of money."

Yeah...did you just snort Diet Pepsi through your nose, too?

But, here's the thing. The cost of everything keeps going up. Capping income to a DMO (or any enterprise) means they'll be able to do less and less every year. And, as the competition only gets fiercer.

So, to the Councilman, I ask...whatever you're making now in your day job? Mind if we cap your income for the rest of your life? 

Just sayin...

New on DMOU: Steve Moore

The latest episode of the DMOU Podcast just dropped...and we were honored to have former Visit Phoenix CEO Steve Moore grace the microphone for a free-flowing conversation focusing on his 46 years in the DMO sector and his view on the future of destination development. From politics to leadership (and a fun Bonus Round question), this is an episode you won't want to miss.

The Next Round is Open

Earlier today, the U.S. Commerce Department unveiled how it will invest the $3 billion it was awarded in the Administration's American Rescue Plan. Within that pot of resources, $750 has been earmarked for "Travel, Tourism and Outdoor Recreation." That's the good news.

Far from bad news (but not ideal), Destination Marketing Organizations are, again, not specifically named among the eligible entities to apply for funds through the Economic Development Administration (I mean really, WTF?). However, smart DMOs that have built mutually beneficial relationships with their Economic Development Agencies and local and State governments should be on the horn this afternoon (tomorrow at the latest) to outline how these funds can be most appropriately invested. After all, who knows better what our destinations need than DMOs?

And, don't limit your recommendations to the Tourism Fund...the other 5 funds underneath the $3 billion umbrella can easily be imagined to assist our communities build back better within a tourism lens. Just because it doesn't say "Tourism" doesn't mean we can't also recommend joint-venture projects that bring back jobs or provide planning assistance for our communities.

DMOs that don't have a relationship that permits that phone call and meeting by week's end? This is the wake-up call that you need to build that relationship by year's end.

Ready. Set. Go.

20 Voices

Just back from Destinations International's live, in person Annual Convention in Baltimore. Over 800 gathered last week in the Charm City...and suffice to say, it was good to be back. And, Al Hutchinson and his team at Visit Baltimore were the consummate hosts.

We'll do a recap of our take-aways in the Z-News later this week. In the meantime, we roamed the halls and meeting rooms asking DMO pros what they did differently during COVID that they will keep post-pandemic. And, you can hear those conversations in the latest episode of the DMOU Podcast.

Enjoy.