How do you provide customer service that is so good that your guests do more to promote your park than your ongoing marketing and advertising efforts?
“It’s not rocket science,” said Tim Richardson, a customer service expert who will be leading a seminar at the Outdoor Hospitality Conference & Trade Show Nov. 30-Dec. 2 in Savannah, Ga., sponsored by the National Association of RV Parks and Campgrounds (ARVC). “Most people intuitively know what they need to create an exceptional guest experience. However, we all get busy or forget some of the basics that make service really standout.”
To correct this problem, Richardson is going to talk about how to create systems that ensure campgrounds staffs provide exemplary customer service to every guest, drawing from his experience working with the Ponte Vedra Inn and Club in Ponte Vedra Beach, Fla., where he was responsible for guest relations training, leadership and team development for nearly 800 employees. His work led to the resort obtaining AAA’s coveted Five Diamond Award, which they have received every year for the past 10 years.
“Your guests are your greatest source of PR and advertising,” he said in a news release. “It’s far easier to get a repeat customer than to earn a new one.”
In this day of Internet access, he added, park operators are well advised to keep their guests happy so that they don’t post negative commentary about them or their park on the Internet.
“Most people are computer savvy enough that they are going to research your campground online before they visit. You want your guests writing positive comments. Unfortunately that doesn’t happen when a guest has an average experience. To earn positive feedback, your campground needs to stand out,” he said.
Richardson, who regularly leads training seminars on customer service, will provide examples of out-of-the-ordinary things park operators can do to enhance their guests’ experiences.
His will be one of 43 educational seminars at the upcoming conference, which takes place at the Westin Savannah Harbor Resort & Spa and the Savannah International Trade and Convention Center.
Other seminar topics will include marketing through social and mainstream media, Google analytics, risk management and prevention, employment and cyber liability issues, as well as electric car charging and other green opportunities for campgrounds. It will also feature the campground industry’s largest trade show, with vendors showcasing the latest products and services for park operators across the country.
Based in Denver, ARVC is the national voice of the outdoor hospitality industry. For more information, visit www.arvc.org.