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Kim Tuerlings

How Disney Works to Win Repeat Customers - BusinessWeek - 1 views

  • Train employees to be respectful of all customers, including children. If employees are kind and engage a child, a parent may be more likely to stay in the store, says Jones. For example, a small business in Valparaiso, Ind.—Flanagin's Bulk Mail—uses coloring sheets to keep clients' children and grandchildren occupied while in the store. Each time a child comes in to her store, the owner, Donna Flanagin, asks the child to color a sheet so it can be displayed on the front door. When the child's birthday arrives, Flanagin sends the coloring sheet and a birthday card to the child. "It costs virtually nothing, yet reminds the parents and grandparents about her business and helps her makes a connection with her customers," says Jones. Make waiting in line an entertaining experience. Nobody likes to wait in line, even for a Disney attraction. But it's a fact of life. At Disney, employees are trained to strike up conversations with guests and to offer useful information about new attractions, fun facts, and upcoming show times. A small grain company in Kansas that learned this concept at the Disney Institute applied the idea to its plain waiting room. Since customers often brought children or grandchildren along, the grain company added magazines and toys and books for kids to its waiting room. The company also trained front-desk employees to let customers know the approximate waiting time and offer tips on less busy stretches of the day, in case customers preferred to return later. Be "show-ready." Your "stage" communicates a lot about who you are. Disney will not tolerate trash and trains all employees to pick it up so that the resorts remain "clean, friendly, and fun." If a leader were to walk by trash without picking it up, it would send the wrong message to staff. For a small business that might not even have a physical location, this concept can be as simple as making sure your Web site is professional and easy to navigate. According to Jones: "your Web site is your front door. If it's not show-ready, it can make or break your business." Keep the show on stage. Disney employees must always follow company guidelines for dress and customer service in guest areas. They can take a break and relax in areas unavailable to guests. As a small business owner, try walking the floor as a customer. Do you see or hear conversations that are best held amid the privacy of employee areas? Can your team members be easily seen by customers as they take a smoke break or talk on cell phones? If so, explain the difference between on-stage and off-stage. Encourage your team to be "assertively friendly." Disney encourages its employees to actively seek contact with guests. For example, they will approach a family that appears confused about its park map or has misplaced its car in one of the vast Disney parking lots. They will proactively offer assistance instead of waiting for people to ask. All these tips require leaders who understand the importance of communications and how to extend the conversation to secondary guests. The effort will pay off. Disney has discovered that if a customer appreciates your store or service and speaks highly of her experience, then her children and grandchildren are likely to become loyal customers, along with their friends, neighbors, and acquaintances.
Kayla Fagg

Sundance Guest Ranch - Welcome - 3 views

    • Kayla Fagg
       
      The photos of the older style saddles once again brings the idea to mind that you can escape the city by climbing into one of these saddles and riding into the sunset ranch.
    • Kayla Fagg
       
      "The first time, it's a vacation- after that, it's coming home." creates this idea that ranch is the place you will come 'home' and you will consistantly re-visit. The phrase 'coming home' has a positive connotation and tended to create a warm-fuzzy feeling within a person.
  • This is it - this is your ranch, only four hours from Vancouver, Canada!
  • just some place new where you can really get away from it all, you've found it.
  • ...6 more annotations...
  • but that's not it.
  • but that's not it.
  • but that's not it either.
  • truly wonderful, whether you're looking for relaxing, instructive or exciting... but even that's not it.
  • "The first time, it's a vacation -  after that, it's coming home."
  • This is your Ranch.
  •  
    Sundance guest ranch does an awesome job with making a 'city folk' feel like they can buy a 'weekend pass' of the cowboy lifestyle. The main photo has the cowboy standing in an authentic way as he and his horse looks onto the ranch. This is a photo that you may see in a western painting. The text constantly refers back to the ranch as being 'home' which has a very positive connotation for many people.
Taylor Neumann

Cruises, Cruise Ship Deals, Travel Cruises - Holland America Line - 0 views

  •   var popupReady = false; function isPopupReady() { return !(popupReady == null || !popupReady); } window.addEvent('domready', function() { var thisPageSearch = location.search; var searchCheck = thisPageSearch.contains('?'); if(searchCheck) { var thisPageQuery = thisPageSearch+'&message=loginOverlay'; var currentPageLogin = 'https://'+location.hostname+location.pathname+thisPageQuery; $ES('.login').setProperty('href',currentPageLogin); var thisPageExQuery = thisPageSearch+'&message=loginOverlayOverEx'; var currentPageExLogin = 'https://'+location.hostname+location.pathname+thisPageExQuery; $ES('.loginEx').setProperty('href',currentPageExLogin); } else if (!searchCheck) { var thisPageQuery = thisPageSearch+'?message=loginOverlay'; var currentPageLogin = 'https://'+location.hostname+location.pathname+thisPageQuery; $ES('.login').setProperty('href',currentPageLogin); } popupReady = true; }); My Account - Login  |  Register
    • Taylor Neumann
       
      Lot's of contact information, from online chat or call or even contact us. Customer Service is button is right there.
    • Taylor Neumann
       
      The website is blue, but the cruise planner is orange.
  • ...10 more annotations...
  • Call your travel professional or 1-877-932-4259
  • CRUISE RESOURCES NEW Le Cirque at the Pinnacle Grill Announcing the Culinary Council Nieuw Amsterdam Dedication Find Shore Excursions Mariner Society Rewards Program Signature of Excellence Continues About Fuel Supplements Awards & Accolades Holland America Line Shop Travel Advisories
  • explore, cruise, travel Virtual Tours & Videos    Visit Blog | Community    Find Shore Excursions
    • Taylor Neumann
       
      Lots of resources of to help you understand their ships or what they are about.
  • FOR BOOKED GUESTS Check-in Online Cruising FAQs About Shore Excursions Book Onboard Gifts Passports About Fuel Supplements Find Shore Excursions Cancellation Protection Plans
  • GENERAL INFORMATION Booking Options Mariner Society About Us Our Mission & Values Sustainability Accessible Cruising Charters & Incentives Careers Site Map
    • Taylor Neumann
       
      Personal stuff for their guests.
    • Taylor Neumann
       
      They placed the General Information here, since I think they wanted to promote about their cruises. Learn about that first then deal with later attitude.
    • Taylor Neumann
       
      Promotions of new things or contests.
  • SPECIAL OFFERS & PROMOTIONS       Sign up for Cruise Specials Enter to Win a Cruise Transatlantic Writing Contest Holland America Line Rewards Visa© Card
  •  
    Rhetorical Assignment.
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