Customer relations 2. COMPETE IN THE TOURISM SECTOR IN TOURISM SECTOR 1. CUSTOMERS 2. COMPETE IN THE TOURISM SECTOR 3. BUILD CUSTOMER RELATIONS 4. BUILD CUSTOMER LOYALTY

CONTENT I Customer relations in tourism sector 2. HOW TO COMPETE IN THE TOURISM SECTOR? What differentiates you from competition? How can you be better than competition? What is your extended service offer/advantage? How to influence other people/customers? How to ask questions and actively listen? ? Authors: Tijana Sekulić Miodrag Kostić Tanja Cupać

learn more: Tourism market segmentation Question Think about Important Tools How to learn more: learn more: Tourism market segmentation Watch video Read article Info-graphic Slide share List of icons you will find in this presentation

you from the competition? 1. What differentiates you from the competition?

Features tell - benefits sell Why should clients / customers choose you? Because of benefits they can get only from you Features tell - benefits sell

question: Why should they choose you? What you do better than your competition: Good location Great view Free transfer Room service Free internet Espresso machine Fruit basket Guided tours Tourist info Free cable TV Reasons to buy from you

Are your clients aware of the benefits they will receive? NO, THEY TAKE IT FOR GRANTED!

Important: You must tell them WHAT they are getting

learn more: How do people purchase tourism products and services? How people purchase tourism products and services? http://tourismeschool.com/people-purchase-tourism-products-services-2014 *

You must offer something different Important: Why you must differentiate? You must offer something different to survive competition in tourism industry * *

learn more: Ten Mega Trends in Tourism 2016 http://www.slideshare.net/ggarrido09/ten-mega-trends-in-tourism-2016 *

2. How to be better than your competition?

NO, YOU MUST EXCEED THEIR EXPECTATIONS! What can you do to be better than your competition? Is it enough to meet your customer’s expectations? NO, YOU MUST EXCEED THEIR EXPECTATIONS! *

how to: How to exceed expectations? How to exceed your customers expectations: Smile Be friendly Be kind Be honest Be helpful Be compassionate Be truthful Respond quickly Reasons to become loyal customers

learn more: Most Amazing Hotel Rooms You Won’t Believe Exist!? learn more: The best value destination to visit in 2017 - Lonely Planet? https://youtu.be/8ihHjYa67Vk 3.53 min learn more: Most Amazing Hotel Rooms You Won’t Believe Exist!? https://youtu.be/gTNReHymC3s 6.35 min *

Bed & Breakfast services compared Info-graphic Bed & Breakfast services compared to traditional hotels

Why 3 in 4 travelers say B & B s offer better amenities than hotels Info-graphic

B & B s can cost less than comparable hotels and offer much more value Info-graphic B & B s can cost less than comparable hotels and offer much more value

Many B & B s will arrange for flexible check-in and check out times Info-graphic Many B & B s will arrange for flexible check-in and check out times Source: https://www.bedandbreakfast.com/info/travelers/

extended service offer? 3. What is your extended service offer?

question: Describe your competitive ADVANTAGES What are the FEATURES of your service offer? What PROBLEMS are solved by these features? What are the BENEFITS from these solutions? question: Describe your competitive ADVANTAGES *

tool: Make a list of FEATURES, PROBLEMS, BENEFITS Consider: What's in it for your customers? important: Use the list to communicate the BENEFITS to clients! *

Why should the guest choose YOU? YOUR EXTENDED SERVICE OFFER Problem solved by feature Feature of your offer Benefit for the guest Airport transfer free of charge Uncertainty of getting on time Relax and don’t think about transfer Pet friendly rooms What to do with the pet? Don’t have to leave your pet at home Free child / baby care What to do with the baby? Don’t have to leave your baby at home Why should the guest choose YOU?

tool: Create your own Feature-Problem-Benefit list YOUR SERVICE / PRODUCT tool: Create your own Feature-Problem-Benefit list Feature of your extended offer Problem solved by feature Benefit for the guest

question: What should you offer? HOTEL example question: What should you offer? Internet (every room) Breakfast in bed Jacuzzi bath Mobile phone charger Espresso machine Tourist information Neighborhood guide Telephone SIM card Umbrella, rain coat Towel basket Toothpaste, brush Bottled water Mint on the pillow And don't forget to smile How to exceed expectations? *

learn more: Why you must exceed clients expectations? Exceeding the Hotel Guest Experience: Anticipating and Executing Desires Flawlessly https://jdrazure.wordpress.com/2014/05/03/exceeding-the-hotel-guest-experience-anticipating-and-executing-desires-flawlessly/ *

tool: How much is your Return On Investment? tool: How much is your ROI? Consider: What is in it for them? Important: How much is your ROI influenced by your rating on booking web sites? How much is the cost of your extended offer? How can you calculate return on investment?

Is it profitable to exceed your guests expectations? tool: How much is your Return On Investment? tool: How much is your ROI? Important: Calculate your return on investment How much is the cost of your extended offer? How much more you earned from extended service? What is the ratio of the cost / benefit in Eur? Is it profitable to exceed your guests expectations?

read article: How to earn social media attention? Helpful Hotels: 15 Great Examples of Remarkable Service That Earns Social Media Attention https://www.reviewpro.com/blog/15-examples-of-remarkable-service-for-hotels/ *

other people/customers? 4. How to influence other people/customers?

“One on one” communication Important: 3 ways to influence people? “One on one” communication Words % what we say, verbal communication Tonality % rhythm, volume, tempo Body language % face, movement, breathing *

7% 38% 55% WHY? WHY? WHY? Words Body language Tonality No emotion is transferred 7% Body language Tonality 55% 38% WHY? WHY? Emotion is transferred Emotion is transferred *

Smiling Employees  = Smiling Guests  learn more: 15 Biggest Body Language Mistakes To Watch Out For https://goo.gl/tz0I3v Smiling Employees  = Smiling Guests  learn more: Use Body Language to Increase Your Influence https://youtu.be/XYbyiFSDXnk 8.23 min *

learn more: 10 Worst Body Language Presentation Mistakes http://www.slideshare.net/soappresentations/the-10-worst-body-language-presentation-mistakes *

“A smile is the shortest distance between two people” - Harvey Mackay *

5. How to ask questions and actively listen?

Prepare the FAQ - frequently asked questions How do you practically influence people? ASKING THEM QUESTION AND LISTENING Prepare the FAQ - frequently asked questions

Because: Mr. Disraeli asked questions and listened “When I dined with Mr. Wilde, I felt as though he was the smartest man in England. But when I dined with Mr. Disraeli, I felt as I was the smartest woman in England.” -Sara Bernar Because: Mr. Disraeli asked questions and listened

Don’t talk about yourself, talk about your clients! how to: How do you talk to customers? Don’t talk about yourself, talk about your clients!

Who is this video talking about? learn more: Who is the HERO of this story? https://youtu.be/n16e0bXf9vQ 2.4 min Who is this video talking about? *

The most powerful method of influencing other people is asking questions and active listening! *

learn more: How to Win Friends and Influence People by Dale Carnegie? learn more: Tony Robbins: How to Influence People and Get what you Want? https://youtu.be/UgDk1W4sxt0 57.27 min learn more: How to Win Friends and Influence People by Dale Carnegie? https://youtu.be/0uMZi1gc0Nc 9.00 min *

learn more: Active Listening: Tips for Effective Communication http://www.slideshare.net/kuratowa/active-listening-tips-for-effective-communication *

Use it when talking to your clients tool: Make your own Frequently Asked Questions list tool: How much is your ROI? 1. The FAQ questions your clients ask you 2. The FAQ questions you ask your clients Use it when talking to your clients

“You can tell whether a man is clever by his answers. You can tell whether a man is wise by his questions!” - Naguib Mahfouz

learn more: Top 7 marketing tactics for ALL tourism businesses https://goo.gl/q3BdrC How to market your services? learn more: How to market tourism services in low season? https://goo.gl/h79eH7 How to survive low season? *

Customer relations 2. COMPETE IN THE TOURISM SECTOR IN TOURISM SECTOR Completed 2. COMPETE IN THE TOURISM SECTOR See more: 1. CUSTOMERS 3. BUILD CUSTOMER RELATIONS 4. BUILD CUSTOMER LOYALTY Danube Competence Center the association of tourism actors committed to collaborate in promotion and development of the Danube region as a high quality tourism destination. danubecc.org