Sometimes it’s the Little Things…

Little things made the differenceThought for the day….

The BIG thing for a tourism business is your product or service offered, like the motel room or the rafting trip or the flight to Queenstown.

But it can be all the LITTLE things that make the difference between your business and your competitors.

Like…

the quick confirmation of their booking,

or the text message you send them prior to arrival to say you are looking forward to meeting them,

or the chat with them about their holiday,

or the joke you share with them,

or how you helped them get to their next activity.

…it’s all these little things, where you made the effort to connect to make their experience with you easy, friendly and memorable, that make your customers share how great you are with others.

If you can’t be bothered with the little things then maybe you shouldn’t do the big things either…

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3 Comments

  1. Jeremy Zinzan April 6, 2010 at 8:34 pm #

    Never a truer word spoken – having been involved in inbound travel for the last 5 years, it is DEFINITELY the little things that impress clients!

    We’ve lent them mobile phones for their trips, dropping them a text every few days to make sure they’re enjoying themselves, and just reminding them that we’re at the end of the phone line to help out if needs be!

  2. Roman LL April 29, 2011 at 9:49 pm #

    Absolutely!!! Even if it means lending them your sunglasses because they forgot theirs!!! Personable and professional can be the little things that count! and…we have to do more for high quality customer experience that visitors to NZ seek!

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