Podcast

indieHotelier Show #20

This week we're joined by Tony Longhurst, Debbie Harris and Stephanie Williams to discuss why you should stop competing on price, and rather focus on the customer experience. Additionally, Tony gives us an update on our sustainability and social responsiblity segment...some interesting factoids to say the least.

Click on the logo to go to the indieHotelier website. Or, on the podcast button to download the MP3.

Indiehotelier_header_logo_12

Podbutton_1_8_31

The Art of Hospitality

Stephanie and I have a great discussion on this week's show about remarkable customer service and how to make it happen. I've listed the key points below (a preview of my Art of Hospitality service workshop). Click on the indieHotelier logo to go to the website. Or, on the podcast button to open the MP3.

Indiehotelier_header_logo_10
Podbutton_1_8_27

Key Points from the show...

Why

     
  • marketing- the delivery is the root of all marketing...and your success.
  • rise above the clutter
  • different
  • well- most everyone is average....your opportunity to be different...to be the best
  • choice- there are very few monopolies left

How

  • long-term- think long, not short
  • passion- everyone, especially those at the top
  • compensation- create models which reward hospitality
  • engage- your priority must be to engage with your customer, all of them, at every turn...remove barriers (physical, SOP's, etc.)
  • focus- ***key***
  • listen
  • improvise
  • adapt
  • customize
  • bespoke
  • random- act of kindness
  • eliminate distractions
  • surprise vs. setting expectations way high, and failing ( Robin's story from Seth)
  • open source, let your cutomers help you.

When things go bad...

  • empathy vs. apathy (the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner)
  • fast
  • care- all about actions...not what you say you're going to do.
  • improvise
  • adapt
  • create
  • solve

Things you can do to create immediate results...

  • Have a live person answer the phone
  • Call people back!, promptly
  • Get personal...send personal notes calls, etc. No form letters
  • Change e-mail blasts to "opt-in", not "opt out", no trickery
  • Be honest in your message...stop the spin, can you back up claims with delivery? every time?

indieHotelier Show Tomorrow

Tomorrow's live indieHotelier show should be interesting. Along with our normal cast of Solution Squad characters, we're priveleged to be joined by marketing and change expert, Tony Longhurst, who will lead us in a discussion about the very hot topics of sustainability and social responsibility. Naturally, the focus will be on hotels, including trends, benefits and a scorecard on how we're doing as an industry. We'll be taking caller questions and comments. So, please drop-in.

To join us live at 11 AM EST, visit the indieHotelier page on Talkshoe, or register for a pin at Talkshoe and call-in via phone:

(724) 444-7444. Once you call-in, you'll be prompted for the talkcast ID (5544) and your pin.

Or, listen to the podcast which is released the following Monday (somtimes over the weekend).

I hope you can join us.

Shifting Resources To Your People

indieHotelier #15 is up.

This week's theme...Shifting Resources to Your People.

Stephanie, Debbie and I discuss the mounting pressures driving an increase in wages and how that is affecting our business. Smart operators will take advantage of the heightened awareness and spend less on marketing, capital improvements, etc., and more on their most important asset...people. Join the conversation by clicking on either the podcast button (direct link to the show) or the indieHotelier logo (to go to the website).
Indiehotelier_header_logo
Podbutton_1_8_22

Frohe Weihnachten!

This year's holiday special, music only, indieHotelier show is up. We've put together a very nice compilation of 13 podsafe tunes for the lucky number 13 show.

Click on the podcast button to go directly to the link. Or, click on the indieHotelier logo to go to the website.

Podbutton_1_8_18
Indiehotelier_header_logo_6
indieHotelier will be back next week with a great discussion about branding with Solutions Squad members, Bridget Hankins and Debbie Harris. Until then, have a wonderful and safe Holiday.

Can You Trust Your Concierge, Part 2

The rebroadcast of last Wednesday's live show is now up with special guests Anna Morris and Leigh Anne Dolecki. Click on the podcast button for a direct link to the MP3, or the indieHotelier logo to go to the website.

Listen to next week's live show, Friday, December 15th at 4 PM EST. Go to Talkshoe to listen to the streaming broadcast. Or, better yet, register for a pin to join the conversation.

Podbutton_1_8_14
Indiehotelier_header_logo_4

Can You Afford Great Service?

This week's indieHotelier Show is up.

Originally recorded in front of a live audience on Friday, December 1st via Talkshoe.

Theme: Can You Afford Great Service?
Guests: Stephanie Williams and Debbie Harris

Next live show is Wednesday, December 6th at 6:30 PM EST. Go to Talkshoe to register for a pin so you can call-in, or simply listen to the program live. Our Talkcast ID# is 5544.

Theme: Can You Trust Your Concierge? Part 2
Guests: Anna Morris and Leigh Anne Delecki

Click on the Podcast Button for a direct link to this week's show, or on the indieHotelier logo to go to the website:

Podbutton_1_8_12
Indiehotelier_header_logo_3