by Tech Support | Jun 27, 2012 | Sales
I hear people say they don’t care what others think or say about them. Well, I personally don’t believe that’s true for most. I guess there are three things that happen; people are saying good things about you, they are bad mouthing you, or they aren’t saying anything at all.
From where I stand, two of those three outcomes are bad for business. There is a theory about how bad publicity is good for business. I personally think that may only work for Paris Hilton or some bad-boy athlete. I vote for good publicity, sincere, enthusiastic referrals, and all things positive.
Have you asked your party and group guests for referrals? There is always someone at a group event that is in charge of another organization and is probably thinking about how it would work to bring his or her group to your facility.
Every event planner would love a “thank you” gift for holding their event at your center and would be willing to share their great experience with a friend; you just have to ask them to do so. Asking folks for a testimonial is appropriate. How often are you doing that? Are you including those kind words in you literature, in your email blasts, on your website or Facebook?
If you could do just one thing to book more events this week I encourage you to ask those that you’ve done business with in the last 30 days if they have a friend they could refer or if they can write a testimonial about their event or time at your center. All they can do is tell you no. You don’t lose a thing, because it was where you were before you asked the question.
Tell us your referral tactics and testimonial tips! We would love to hear what you are doing!
by Tech Support | Jun 19, 2012 | Sales
Tip: 3 ways to build your social media networks
1. Listen to your Audience. Be sure that you are asking them a lot of questions and then taking their answers and doing something with them.
2. Timing is Key. Make sure to test the times you are sending your messages. Certain times will work better than others for different pages.
3. Pictures tell the story. Let your Fans be involved with the FUN times going on at your centers! They will be more intrigued to come in and join if they can see it!
by Tech Support | Jun 19, 2012 | Sales
OMB (OH MY BIRTHDAY!), we have a client in Ottawa Canada that has implemented a very strong birthday party program. We have the privilege of working with them on a week to week basis. Last week we noticed their parties scheduled during week 3 looked very weak compared to their normal week 3 line-up, so of course, my first question on our weekly coaching call was, what’s going on during that week, why is the party count so low? There’s a reasonable explanation and education for all of us, living south of the Canadian border, July 1st is Canada Day. Just like our 4th of July, it’s an outdoor celebration for all. Immediately, I flew into, “HOW are we going to make up those party sales during that week?”
Elaine, their FANTASTIC Party Manager, and I had great conversation about all the things we might try to do during that week, since the weekend was going to suffer due to the holiday. I also think Elaine sprang into action with her sales team and decided to drive the heck out of sales for this week. We had our weekly call this morning and it was clear, we should celebrate. This week, the week before the weak week ; )…did you get all that?, they have 100 parties booked already. I don’t know if they can fit more parties into this week but Elaine was very excited about breaking this century goal. I believe she received a text last night from the sales office to let her know they hit the 100 party mark!
It’s so exciting to me to watch people catch a vision of what can be done and then run after it. Until this week, they did not know they could do 100 parties. Now they know! Now, it is more than a possibility-it’s reality. I began to wonder about all the things we don’t do because we haven’t done them before.
This week, if you could create a new vision for yourself about something you’ve never done before, what would that be? I’ll post the question out on our Trainertainment Facebook page, go there and post your answer. I think it’s a great conversation and it’s been said, when you tell someone about a goal or a dream, it’s much more likely to happen! So go ahead and share your goal or dream with us!
Thanks for reading. I hope you will stop by and see us next week in Reno at Bowl Expo. Happy Wednesday.
PS: Dave just finished up an AMAZING e-learning course on Facebook. We also have a “must-do” groups course that can really help your inside and outside sales team sell the heck out of group events! Check out our e-learning site for the latest and greatest courses!
by Tech Support | Jun 5, 2012 | Sales
Last week I received a very insightful email in response to the email that we sent out about delivering VIP service. Juliet Ridgeway is an amazing entrepreneur and I count her as a close friend. So when I received this email it really helped me gain perspective. Here’s what she said:
Beth,
I was reading your article the other day about VIP service. I don’t know if I am atypical or if you are, but I did not identify with your perspective and it made me wonder how many others may have responded as I did. What I mean is, I have never sat in First Class on an airplane. I have flown many times, nowhere near what you do, but I have never had the pleasure of First Class. A friend once shared a pass to the admirals club with me, or I would never have been in one of those either.
I am just wondering, if there are people out there like me, who don’t identify with the kind of service that you explained, how would they know how to give it. I recognize the kind of service you are talking about, I was raised in a wealthy family; and I have had VIP service, but how many people never have. Just something to ponder, and I wanted to share.
Love you!!!
Juliet
My mind went crazy. Honestly I got all excited and began to envision a training opportunity where we take ½ of the trainees and let them be guests and take the other ½ and have them deliver the VIP service. It opens the door for amazing conversation about what they THINK, VIP service, is all about. How would you know you received VIP treatment if you’ve never had anything to compare it to? It’s brilliant! Potentially, we are trying to teach our staff something that is so foreign to them that they can’t even imagine what we are talking about, or their level of VIP treatment is not anything close to what we think VIP treatment is all about. We have to define it, and then teach it!
Anyway, look for some awesome guest service training in the coming months! I know I’ll have the opportunity to try out my theory with a guest service team soon. If you do something like I’m suggesting above, would you please post on our blog or our Facebook and let us know your results?
Juliet, your email reminded me of a Dorothy Law Nolte poster that mom had hanging in our kitchen when I was a kid. I think this poem is right on for children, employees, adults, and well, everyone pretty much. What are our guest service people learning? How are we teaching them? Have a great Wednesday!
Children Learn What They Live
By Dorothy Law Nolte
If children live with criticism,
They learn to condemn.
If children live with hostility,
They learn to fight.
If children live with ridicule,
They learn to be shy.
If children live with shame,
They learn to feel guilty.
If children live with encouragement,
They learn confidence.
If children live with tolerance,
They learn to be patient.
If children live with praise,
They learn to appreciate.
If children live with acceptance,
They learn to love.
If children live with approval,
They learn to like themselves.
If children live with honesty,
They learn truthfulness.
If children live with security,
They learn to have faith in themselves and others.
If children live with friendliness,
They learn the world is a nice place in which to live.
Copyright © 1972/1975 by Dorothy Law Nolte
