Who Is “Wagging” Your Shop? | TravelResearchOnline


Who Is “Wagging” Your Shop?

Allow me to explain today’s message in my new short and concise format. I was once flying to Phoenix, and then onto Miami for a couple of speaking assignments. (I love this game!)

Departing from Albany Airport is a real pleasure compared to Newark – my old launching pad.

It was in Albany Airport’s Starbucks when I began to feel the pain. Three young workers were carrying on behind the counter like they were in a high school library. They were kibitzing and shouting loudly as if no customers were within earshot. I was growing more annoyed by the minute. It was clear that these youngsters (a relative term) had no formal training or understanding of how cash flow works, and how customers vote with their wallets.

I was trying to decide if I owed it to these three to (1) address the issue myself, (2) fire off a career ending letter to their boss, or (3) pack up my Mac and head for quieter pastures down at the neighboring McDonalds’ stand. (I’m not going to share my final decision, but that’s when I thought of you.)

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Here are my questions to you, my friends:

  1. Who is “wagging” your company’s tail when you are out of sight?
  2. Do your employees understand their importance? Their significance?
  3. Are your employees being trained properly in all the key areas: sales, marketing, communications, and follow-through?
  4. Do your people give “good phone” each and every call?
  5. Do you really believe your answers to questions 1 – 4?
  6. Really?

If you are a one man band you can answer these questions as they relate to you personally. If you are fortunate to have an employee or two to help you through this competitive battle you can address each one individually.

Your employees must understand how important they are to your company’s future. I know how busy you are. But if you don’t tend to the basics you will soon have plenty of time to bad mouth the industry, the economy, the government, and the utter unfairness of it all.

Question:  Are you taking the appropriate steps to answer every question above with the right answer.

Mike Marchev

Mike Marchev freely shares his experiences, strategies and observations with travel professionals in an effort to keep them on top of their game. For a complimentary copy of his 12-Word Marketing Plan send him an email at mike@mikemarchev.com.

Mike’s daily column is made possible by AmaWaterways.

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