Talkin’ Tourism: Keynote Presentation for The South Dakota Department of Tourism

Being the Best vs. Being Consistently Chosen

by The Blog Team on January 22, 2009

southdakotaGarrison Wynn, today’s keynote speaker, brought with him several years of expertise, some excellent original research relevant to the tourism industry, and several great points for all of us to take home. Garrison addressed several issues, from how to speak to your customers and how to manage your employees, to how to build trust and what people (a.k.a. your customers) want and expect from you as a tourism business. A few take aways include:

  • Don’t tell people they’re wrong. Instead, even though you may not agree with them, show them that you’re willing to listen. People want to know they’re being heard. If people feel they’re being listened to within the first minute, they start to trust you immediately.
  • Trust is built on two things: Compassion and Competence.
  • Be agreeable; don’t make people feel dumb, or you will lose any and all ability to influence.
  • Agreement is the foundation of accountability.
  • How well you can deal with the most difficult people will define your greatness. Your worst customer might be the one that spends the most. Similarly, your most talented employee might be the hardest one to manage. And sometimes, we need to take some of the blame.
  • All people want 3 things: Love, Value and Prestige. Be genuine, offer multiple solutions for a single problem, and make your customers and your employees look and feel smart.
  • Don’t criticize the “old way” but draw similarities to the new way…then point out the new and different features. Similarities first, differences second.
  • Be able to explain the value of what you have to offer in 20-30 seconds. Beyond that, people begin to think your product or offering lacks value.
  • Clarity is a must.
  • Action and adaptability provide and create opportunity.

In closing, Garrison says people don’t necessarily always choose the best. They choose what makes them feel comfortable, what they trust, and what they’re looking for in good service. If you can provide those things, you’ll be consistently chosen, again and again.

NOTE: Check out the South Dakota Department of Tourisms trip planner tool.

One Response to Talkin’ Tourism: Keynote Presentation for The South Dakota Department of Tourism

  1. […] a court heard today. PCs Eddy McGarty, 24, Mark Lynch, 28, and Joanna McCormack, 25, Talkin’ Tourism: Keynote Presentation for The South Dakota Department of Tourism – thetruthaboutsuccess.com 03/23/2009 Being the Best vs. Being Consistently Chosen by The […]

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