Talkin’ Tourism: Keynote Presentation for The South Dakota Department of Tourism

March 23, 2009

Being the Best vs. Being Consistently Chosen

by The Blog Team on January 22, 2009

 

southdakotaGarrison Wynn, today’s keynote speaker, brought with him several years of expertise, some excellent original research relevant to the tourism industry, and several great points for all of us to take home. Garrison addressed several issues, from how to speak to your customers and how to manage your employees, to how to build trust and what people (a.k.a. your customers) want and expect from you as a tourism business. A few take aways include:

  • Don’t tell people they’re wrong. Instead, even though you may not agree with them, show them that you’re willing to listen. People want to know they’re being heard. If people feel they’re being listened to within the first minute, they start to trust you immediately.
  • Trust is built on two things: Compassion and Competence.
  • Be agreeable; don’t make people feel dumb, or you will lose any and all ability to influence.
  • Agreement is the foundation of accountability.
  • How well you can deal with the most difficult people will define your greatness. Your worst customer might be the one that spends the most. Similarly, your most talented employee might be the hardest one to manage. And sometimes, we need to take some of the blame.
  • All people want 3 things: Love, Value and Prestige. Be genuine, offer multiple solutions for a single problem, and make your customers and your employees look and feel smart.
  • Don’t criticize the “old way” but draw similarities to the new way…then point out the new and different features. Similarities first, differences second.
  • Be able to explain the value of what you have to offer in 20-30 seconds. Beyond that, people begin to think your product or offering lacks value.
  • Clarity is a must.
  • Action and adaptability provide and create opportunity.

In closing, Garrison says people don’t necessarily always choose the best. They choose what makes them feel comfortable, what they trust, and what they’re looking for in good service. If you can provide those things, you’ll be consistently chosen, again and again.

NOTE: Check out the South Dakota Department of Tourisms trip planner tool.

1 Comment | Communication, Customer Service, management, Success Qualities | Tagged: , , , , , , | Permalink
Posted by Ginger Dailey Wynn

Travel Tips for Business Travelers

April 17, 2008

As a professional keynote speaker, I speak at conventions around the country about 100 times a year.

Here are a few travel tips I have picked up along the way.

Tired of sitting between two big sweaty guys on an airplane? Wish you had that extra centimeter of space for yourself? If you’re not in first class, go for the exit row. The exit row is intentionally wider, giving you more legroom. Since everyone has to be able to walk out the emergency door, that little necessity allows you more space. By purchasing tickets on-line or printing out your boarding pass early, you’ll have a greater opportunity to select these exit rows. Travel agents can’t book them so you can only get them by calling the airline directly, booking on-line or checking in on-line. Traveling is stressful and uncomfortable enough; don’t you deserve the best seat you can get?

With all the travel restrictions, delays and lost luggage, checking your bags can be a nightmare. If you can, always pack your belongings as carry-on and avoid the headaches. But getting the right bag is important. First, make sure your roller bag is 22″ in length (or less) so it will fit vertically into most overhead bins. You will have a better chance of having space for your luggage on a crowded flight, and odds are that you won’t be forced to gate check. I don’t know why luggage manufacturers even make 25″ bags, but they do. Also, put the bag in the overhead with the wheels facing out to give yourself a better shot at getting the bin closed. This also reduces the chances of damage to your bag from that guy who packed like a Sherpa. You know, the one with his entire life wedged into a 300-pound duffel bag—including skis, a tennis racket and his beloved acoustic guitar with the huge pot leaf sticker.

1 Comment | Modern Society | Tagged: , , , , , | Permalink
Posted by Ginger Dailey Wynn

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