Choice of Style | TravelResearchOnline


Choice of Style

Like everything else under the sun today, you have choices to consider. The style of organization you want to represent is one of them. What kind of reputation do you want to bring to the playing field? There are four to choose from.

Each of the four types consists of two primary elements, the procedure side of business and the personal side. One deals with the way you connect with your prospects and customers, while the other involves the actual mechanics of delivering your product or service in a professionally accepted fashion. Both are of equal importance and the combination of the two define the type of organization you are running.

It may help to see these two elements as quadrants on a graph. The horizontal line represents procedure, while the vertical line shows your personal rating. This creates four corners, or boxes, which can represent each of the four business personalities.

The Freezer: If both elements are relatively low, poor personal skills coupled with an inferior process, you have what I call The Freezer Business Mentality. Your motto may sound like, “Take it or leave it. We don’t much care. There are plenty more where you came from.” Words that define this type of service include: Insensitive, Aloof, Slow, and Inconsistent.

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The Zoo Mentality: When your personal side is good, but your process management falls short, you can be referred to as The Zoo. You enjoy what you are doing and you like working with people, but the sad truth is that you really don’t know what you’re doing. The service you are providing does not meet expectations, although you are failing with a smile. Try Friendly, Personable, Unorganized, and Forgetful to define the people running the zoo.

The Factory Mentality: Wow! Your service or product is right on the money. It is a beautiful thing…but your people skills are lacking. Do you take your marching orders from the US Postal Service? They successfully move the mail daily more often than not, but with an attitude. Four words that sum up your positioning statement if you are working in a factory might include: Timely, Efficient, Contradicting, Uninterested.

The “Quality” Shop: Now you’re talking. You seem to have the entire package…process AND personality. You are a joy to work with and, I wish more companies could be like you. Like who? The Ritz Carlton, Nordstrom, and Disney quickly come to mind. How does Friendly, Efficient, Organized, and Caring sound to you?

Like it or not … know it or not you fall into one of these four categories. The choice is yours. Make it a good one.

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’s daily column is made possible by AmaWaterways.

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