Vail Daily column: A simple "thank you" goes a long way
August 6, 2010
A simple “thank you” can go a long way. This was pointed out at The Vail Valley Partnership’s fourth annual Vail Valley Business Forum at the Park Hyatt Beaver Creek on July 29. We were fortunate to welcome keynote speaker Thomas Frey as well as panelists Kelly Brough, Ralf Garrison, Don Morostica and Walter Isenberg to the Vail Valley.
A lively discussion followed our event topic, “New Economy: What’s Next and How You Can Adapt.” Panel speakers shared their expertise on issues ranging from social media to global economic trends to upcoming legislative challenges to travel trends, all while offering a peek at what’s next.
Mr. Don Morostica, director of the Colorado Office of Economic Development and International Trade, shared a tip that is worth repeating – a tip so simple that most of us likely will slap our foreheads and say, “Why didn’t I think of that?” Don’s tip is to simply offer a “thank you for visiting Colorado” to guests.
It’s easy to forget the power of “thank you” as we rush from task to task in our busy schedules. People want to be recognized and welcomed; telling a guest “thank you for visiting Vail” is an easy way to increase guest satisfaction and create customer loyalty. Most of us likely thank our guests and customers for visiting our business; I encourage everyone to take it one step further by thanking guests for visiting the Vail Valley (or Vail, or Beaver Creek, or Eagle or Colorado or wherever it is that you may be). After all, it’s everyone’s job to ensure that a guests stay is memorable and to deliver exceptional customer service.
Our community has done an admirable job of promoting customer service over the years. The Vail Valley Partnership has operated the Platinum Service Program and various customer service related educational programs such as View from the Top. The Vail Chamber and Business Association has operated the Premier Impressions program and Vail Resorts, town of Vail and Beaver Creek Resort Company (among others) have all been long time advocates for customer service.
Long-standing customer service tips such as recognition, attentiveness and personalization remain essential and expected. As a destination, we need to stand out from the crowd. We need to raise the bar on customer service as tourism becomes an increasingly important part of our economy and as our guests increasingly share their experiences with the masses via social media sites. A simple “thank you for visiting our town” can go a long way to help reach this goal. And imagine the impact this can have in this day and time of social media channels, which provide instant word-of-mouth to a guests network of friends and family.
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Anyone can do the big things right; however, taking the time to personally thank our guests for visiting is a small step that will make a memorable impact. In Voltaire’s words, “appreciation is a wonderful thing. It makes what is excellent in others belong to us as well.” Let’s spread this appreciation of our destination guests by offering them a simple “thank you for visiting.”