It was almost sundown. We’d been driving for hours, the fresh apple cider doughnut effects were wearing off and people were eager to see Niagara Falls before crashing for the night. We just wanted to take a quick look before returning the next morning for the Maid of the Mist and Cave of the Winds tours. It didn’t seem right to stick us for $10.00 for all-day parking when we only needed 10 minutes -and then we’d have to pay it again a few hours later. The nice lady in the booth agreed.
“You’re coming back tomorrow?”
“Yes.”
“Ok, if it’s just a quick look, go ahead but don’t tell anyone (smiling!).”
Tourist commissions, visitors bureaus and destinations invest huge amounts of money in marketing and advertising to get visitors to spend their precious little vacation time at their attractions. Yet they often overlook or fail to understand it’s the little interactions with front line employees that make people smile, return, and tell their friends and family to visit, too (even if they weren’t supposed to tell anyone).
Are your front line employees empowered to make these kinds of quick decisions? And, if so, are they trained to make them in the way you want?
About Us
Paul Entin’s Marketing In Real Life explores every facet of marketing from advertising, PR and lead generation to content marketing, direct response and the latest in marketing automation – and more. Paul Entin’s Marketing In Real Life provides real-life insight into the relationship among sales, marketing, and customer service – and the customer – plus quick commentary from epr founder, Paul Entin.