Turning Customer Complaints into positive experiences

Turning Customer Complaints into positive experiences Even the best run tourism businesses occasionally have to deal with customer complaints, it’s the nature of a service industry that no matter how hard you try you won’t be able to meet every customer’s expectations...

Good Customer care costs less than marketing

Good Customer Care costs less than Marketing!   Whilst carrying out a couple of client visits recently it struck me how easy it is for a manager owner of a tourism business to let the small things pass them by. When you are busy working in the business and worrying...

Want to Manage it, Measure it!

Want to manage it, measure it! In the tourism sector much of what affects your business, such as weather, the economy, school holidays and policy decisions, are out with your control. In some tourism businesses these factors can have an enormous impact on your...

How tight are your margins?

How tight are your margins? As my grandmother used to say “Watch the pennies and the pounds will look after themselves!”. Your grandmother’s household economics philosophy is perhaps not the most widely accepted method of company financial control but it works! In any...

Are you sitting comfortably?

Are you sitting comfortably? Over the years that I have been working in the attractions sector I have been lucky enough to visit 100’s of attractions around the world. I have also been responsible for the conceptualization, design and implementation of many different...