Be a better guide slide deck rezdy webinar - kelsey tonner

www.beabetterguide.com

Driving Customer Satisfaction:Insider Advice for Tour and

Activity Operators With Kelsey Tonner

Founder Be a Better Guidewww.beabetterguide.com

http://www.beabetterguide.com/



Who am I?• Experienced, global tour guide and

founder of the Be a Better Guide Project - 10 years working as a Tour Guide, Trip Developer and Tour Guide Trainer. One of eight shortlisted guides for the Wanderlust World Guide Awards in 2015.

• I believe that anyone, anywhere can be an incredible guide.



• Be a Better Guide Inc. offers premium online training solutions for tour guides and activity operators. We use video-based online courses and custom-built training portals to supplement your already existing training.

• Stay tuned for a special bonus at the end!



Driving Customer Satisfaction

• A one-page exercise that will transform your guests from paying customers into loyal fans

• How to use the ‘purple cow' technique to transform your tour into a memory of a lifetime

• How one counterintuitive technique can become your competitive advantage

• Why handouts are your best friend and the most effective way to use them

• The important difference between your Blog and your Bonuses



Transform your guests from paying customers into loyal fans

Create an incredible customer experience every step of the way



‘The Before, During and After Exercise’

• Deliver Value at each Touch-point with your customers! • Education, Entertainment or Inspiration… • How would you treat your best friend/family if they were

coming on your experience?• Consistency matters!



•Pre-book•Booking•Reminder•On Tour

✤ Cool Video Interview on Website

✤ Thank you / Bonus Write-up

✤ PDF Map - Address for smartphone / #

✤ Access to something UNBELIEVABLE

•Post Tour ✤ Thank you / Practical Tips / Referral Codes

**Deliver Value at each touch-point!**



Advice

• Look for ‘Pain Points’ / Inconveniences / Confusion• Use Feedback to drive your improvement• Q. What is the most common culprit of a bad tour or activity

experience?



A. Waiting around too much!• Waiting for vehicles• Waiting for late guests• One guide translating into two languages• One Shuttle that pick up too many people• Stuck in Lines• Staff is late!• Culprits: disorganization, poor planning OR a company focus



Action

• Action: Break your experience into discreet steps that your customer goes through. Brainstorm on how you can wow and delight them every step of the way.



How to use the ‘purple cow' technique to transform your tour into a memory of

a lifetime

• “The only way to cut the hyper-clutter of products and advertising today is to innovate something new, unique and remarkable – like a purple cow.” -Seth Godin



Is your tour or activity actually worth talking about?

• Is it amazing enough to tell people about it?



How to be Remarkable?• Two things customers crave: Special moments and special people• Give people access to something they wouldn’t normally have, or introduce them to engaging and interesting people they wouldn’t have access to





The Recipe for a Remarkable Experience

Make guests feel special - Tailor and personalize to the individual

Surprise them!

Don’t rush them

Personally connect with guests

Create raw or unfiltered experiences

Great setting and atmosphere

Give them uncommon or emotionally moving moments

Connect with locals or experts



Action• Have a second look at the ‘experience’ you are providing.

Are you creating magical moments? How could you make your experience be truly remarkable?



How one counterintuitive technique can become your

competitive advantage



One Counterintuitive Technique

• Remove something awesome out of the tour or activity description on your website

• Resist the urge to hype up your experience!

• One key element to ‘wow’-ing your guests is surprise



Action• What is something that you can take out of your activity

description? How can you reintroduce the element of surprise?

*Often, these are the moments people will tell their friends and rave about in online

reviews!



Why handouts are your best friend…



The Most Effective Way to Use Handouts

• Goal – to personalize your customer service as much as possible to each individual.

• Empower guests to have a memorable experience all by themselves - courtesy of you!

• Educate - Inspire - Entertain



Example Handouts• Personalized maps for other local activities

• Detailed instructions for a local experience

• Informational handouts and how-to guides

• Researched stories, fun facts, and other teasers



Action• Get creative and make five killer handouts, and find five

links/videos you might send to guests before/after the tour. These will help make you shine when your guests go to give you a review!

• Pro-tip: Brand these handouts and include your contact information!



Understanding the Difference between handouts and your ‘blog’



Understanding the difference between handouts, bonuses and

your ‘blog’• A blog helps drive traffic to your website• How it works:

• Every time you write a blog post, it’s one more indexed page on your website.

• It tells Google that you’re alive and kicking and helps your site come up in search

• Turn blog traffic into bookings. Use “call to action” buttons, collect subscribers’ email addresses, and use tracking pixels on your website.



• Sharing a link to your blog post can work as bonus material to wow and delight - but this is less personalized to each unique customer.

• You want guests to feel special - like you spent extra time just for them.• Handouts are a great way to add that relevant, personal touch

• Ideally: • Use both private and public bonuses to your advantage! What if someone

reads your whole blog before the activity - how will you still delight and wow them with new information?



Action• If you’re not blogging about common questions your guests have, now is the

time to start!• Answer your prospective customers’ questions and share your expertise• Share some of your handouts online (on your blog, social media, or in exchange

for an email address)



Conclusion• The key to customer satisfaction is really about:

• Managing your customer expectations• Wowing and Delighting your guests every step of the way• Giving them truly remarkable experiences• Delighting them with at TON of value



• Find your ‘purple cow’ to be truly extraordinary and ‘worthy of remark’. Don’t be just another average activity/tour.

• Take something awesome out of your tour description and blow your customers away!

• Use public channels (blog/social media) AND handouts to personalize your customer experience as much as possible!



A bonus for today’s webinar attendees!

Lead Amazing Tours: 4-part Video Series A step-by-step system to give unforgettable experiences, get rave reviews, and earn more

customers.

+

Perfect Restaurant Handouts (PDF)

Grab the bonus at:

leadamazingtours.com/rezdy


http://leadamazingtours.com/rezdy


Guided Discussion & Audience Q+A

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Webinar Bonuses:leadamazingtours.com/rezdy


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Be a better guide slide deck rezdy webinar - kelsey tonner