How many people do you know who get to plan luxury trips for a living? I am sure it is not many, but at Signature Worldwide our mystery shoppers are some of the lucky few who spend their days dreaming and planning the ultimate luxury get away.
I love to travel. It’s surprising since I travel extensively for work, that I also chose it as my hobby for leisure. However, because I still work, I have limited time to vacation. This means that when I plan a trip, it is going to be a special one. In the past 10 years, I’ve had the opportunity to travel to Patagonia, Italy, Switzerland, Greece, France, Italy again, Peru, Croatia, The Azores, Costa Rica, Nova Scotia, and of course Italy again. I’ve also managed to fit in some great places in the US in between all those international flights!
The expression “A picture is worth a thousand words” refers to the notion that a complex idea can be conveyed with a single image. That’s assumed to be the case when establishing marketing images for your hotel. But how do you convey that same level of meaning or essence over the phone with a guest when they call your hotel?
For most of us, the thought of sitting in a classroom listening to an instructor regurgitate facts or read straight from a book gives us serious high school flashbacks. Bueller…Bueller, anyone?
Topics: Customer Experience
Scientists have told us that a first impression is formed within the first 2-7 seconds of meeting someone. That’s a very short amount of time for someone to form an opinion of you. And yet, we do. In person, on the phone, via email, over social media – no matter the medium, we form very quick decisions on whether we want to deal with the person we’ve met or not.
Topics: Customer Experience
Online dating, job interviews, seeking out a guest - what do they all have in common? Obviously, the need for a good first impression! However, where does that first impression take place? If you’re looking for that special someone, a long-term relationship, you complete the form, post it, take a photo, post it and then wait. I mean, wait! Isn’t there something else?
One of the great joys I get from my job is the ability to walk into a room full of participants who have grown up with internet and dazzle and yes, amaze them with tales of a time when hotels did not have computers. The looks on the faces of the participants are priceless as they try to imagine how they would check someone in, process a credit card, etc. The best part is when they declared it can’t happen. But happen it did.
Sailors charting a course are like business leaders forecasting customer behavior. Mariners deal with unpredictable conditions that require sharp navigational skills and instincts to make quick course corrections – sound familiar?