Who Is “Wagging” Your Shop? | TravelResearchOnline


Who Is “Wagging” Your Shop?

Allow me to explain today’s message while keeping my blood pressure down. I remember once flying to Phoenix, and then onto Miami for a couple of speaking assignments.

Departing from Albany Airport is a real pleasure compared to Newark – my old launching pad. It was in Albany Airport’s Starbucks when I was reminded of a common debilitating problem our country faces. 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 pondering whether I owed it to these three to (1) address the issue myself right then and there, (2) fire off a career ending letter to their boss, or (3) pack up my Mac Pro and head for more professional pastures down at Dunkin Donuts. (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? Their roles and their position?
  3. Are your employees being trained properly in all the key areas: sales, marketing, communications, decorum 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? Really?

Your employees must understand how important they are to your company’s future. Are you taking the appropriate steps to make this happen?

Mike Marchev

Mike Marchev is always looking for a few more proactive travel professionals to join his Sales and Marketing Club. Send for details.

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