Posts

An overlooked marketing opportunity

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Recently, I was facilitating training which comprised of a variety of business people. Among them were a small group of the hearing impaired and a translator, using American Sign Language.  They attended the entire series of sessions and my curiosity got the better of me as we were discussing the topic of operations.

I asked the translator when signing how many languages would be able to understand. Needless to say, it was an eye opener the response I got. When signing in that particular method people who understood English and Spanish could understand.

Wow! So why are more of us NOT learning to sign? We would expand our communication methods much more. As a tourism destination, it may give us a marketing edge being able to communicate with a more wide cross-section of people. What would that mean for the island of Barbados/The Caribbean? Maybe we should start learning to sign and find out.

Addressing a global issue as a small property

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After traveling well in excess of 15 hours, a tired traveler arrives at their hotel ahead of the check-in time. The hotel was fully booked with back to back check out arrivals. Most of the other arrivals don't arrive until late evening that day.

The hotel should:

Give the early arriving guests priority with having their room prepared quickly so that they can access it a bit earlier. Make them wait until the appointed check-in time because of the hotel's policy.  Almost daily, this is a situation that faces many. Yet despite being the case, many properties still struggle with the decision of what is best to be perceived as offering good hospitality. 
The question(s) they need to ask is/are: What is great hospitality?How do our standards align with the perception of great hospitality?Where do gaps exist in what we currently offer and what we should be offering?How quickly can we amend the situation should gaps be found? How do we convey our findings and changes to our team member…

It's time...

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Daily in our lives, we are faced with recurring situations that if we are not careful can cause us to lose sight of our goals, aims, and aspirations. This can happen in our personal and working lives, yet so many people have chosen to remain dissatisfied rather than take action to change their outcomes. To have a conversation with them will seem like they are entrenched in disillusionment without any hope of relief.

Have you ever been tired of being sick and tired? Have you ever felt as if you were in a situation without hope for a better existence?

Well, you have to decide you want something different in your lives and be willing to commit to making those changes.

In short, It's Time:

To stop procrastinating about going after your dreams. To commit your life to the Almighty as he is a God of order and, right now, you can do with some order in your life. To make solid concrete goals, and commit to realizing them within a specific timeframe. Do you believe that you can do more with…

Really?!?! - Examples of Customer Interactions

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We have a long way to go when we are going to be talking about customer service. The thing is I'm making reference to as a region, not any one island. We are in serious trouble if we're to be globally competitive.

To get an idea of what I mean, have a look at the following scenarios.


While being served at a restaurant attached to a hotel, the server at the table was more than a little inexperienced in her role as a waitress. It seemed like the tables of customers were a bother to her and it showed in her attitude. She got orders wrong, spilled the food, and when serving wine actually created a storm in the wine glass with the sound effects of thunder. The glass was noisily placed on the table with the wine sloshing around inside the bowl of the glass. She didn't know who the party comprised of, neither did she care. Another restaurant and bar attached to a hotel, the male server on this occasion tried to communicate mentally, he came up to the inside of the bar where a larg…

Wasting time with available media

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Living in an era where information is at an all-time high is wonderful. No longer do you have to wait until one can purchase the print version of a magazine/newspaper. Even the radio can seem a little slow in getting the information out to you. While there are lots of channels on the television nowadays, they still miss the mark in getting you the content you really want.

We live in a society where media access is virtually in the palm of our hands. We can communicate just about anything from where we are to virtually anywhere in the world within moments.

It happened suddenly, where this access to this widespread array of communication media became available to John Citizen - the man in the street, and without a plan; he's abusing rather than using it to any real benefit. The result is information clutter, where messages containing the same content arrives on your device from multiple sources, and depending on your device it is soon gasping with dying messages that there isn'…

Good manners with support systems

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It seems that many people do not know their own name. Don't believe me? Just call anywhere and experience how many people on the other end loathe saying their name when identifying themselves and the organization they represent.

When working somewhere you represent a brand of the business; however, there's a personal brand as well. Some older business people who never went anywhere to study business had something about their personality that enabled them to interact with people. So skilled were they with people, that when anyone was referred to the organization they would also be asked to see that people who offered exceptional service.

Nowadays, service has gone the way of education and entitlements which have become so entrenched that the provider has lost sight of who is the customer and what they represent to the business that they should be representing; albeit in a woeful manner.

We seem to have put so much emphasis on catering to customer complaints that customer servic…

Thoughts on Caribbean Businesses

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Whenever things in the economy get tight one of the first things politicians in developing countries do is turn their direction towards entrepreneurship. In many cases, it's hard to tell if this is genuine and the interests are for real.

Job gimmickry often comes to mind for a number of reasons. The key one being that this is a way of justifying job creation through lip service. My thinking goes this way for some of the various reasons I'll now highlight below.


The processes entrepreneurs face is becoming increasingly bureaucratic since the government wants tax clearance certificates issued at every turn. The attempts at collecting taxes are becoming a nickel and dime process without a holistic approach that can make the entire process more simple. Too many companies in Barbados and perhaps the Caribbean are not structured for growth. The general approach is to incorporate without the incorporation documents supporting the raising of capital via shares instead of debt financin…