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Word of MouthWord of mouth is the most powerful marketing tool.
It’s an old saying - but it’s definitely true for tourism. Creating good word of mouth for your business is the cheapest, and often the most effective, way of getting your message out there.
The only way to create this positive impression is to deliver consistently high-quality experiences, so your customers go home raving about their time with you.
Getting this step right at the start will pay dividends as your business develops.
Looking for independent analysis of your business, and suggestions on how it could improve? A Qualmark® assessment will give you not only a marketing advantage, but also independent business development advice. Visit www.qualmark.co.nz for more information.
Engaging with your i-SITE
i-SITE Visitor Centres are an effective distribution channel that can help to increase your profile and turnover. If you are starting out in the tourism business, your i-SITE is a great first step to display your brochures and keep up to date with your competitors’ products.
• It is recommended that you familiarise centre staff with your product or service; they’ll be better able to sell it if they have first-hand knowledge.
• Start building a relationship with your local i-SITE.
• Arrange a meeting with each centre manager in your region - find out more about what they do and let them know what you do.
• Deliver information in person so you can update staff on new developments and meet new staff.
• Provide feedback to i-SITEs on the type of person that most enjoys your product or service.
• If you are an accommodation provider keep in contact with your local i-SITE about the availability of beds, especially over busy months, and with events in the region.
• Keep your local i-SITE informed about your operating hours, if you are going away on holiday and any price changes. Make sure they know you.
• Display your brochures in the information racks.
• List your product on the i-SITE National Database for free. By doing this your product will be distributed throughout i-SITEs nationwide, enabling staff to book and buy your product. To list your product contact your local i-SITE: www.i-SITE.org
• Most of all have fun and enjoy meeting people!
i-SITE's Tips
i-SITEs are frontline information providers. For i-SITE Visitor Centre contact details around New Zealand visit www.i-SITE.org . The following tips from i-SITE staff will help you engage with more effectively with the centres.
• Install an answerphone or obtain a cellphone. If people can’t get hold of you except for at night, you won’t get bookings. If you are reliable, easy to contact and willing to take customers at short notice, you are more likely to get bookings.
• Work out your charges. You should be able to quote prices for all your services. Consider all your costs, your profit margin and GST. Remember to allow for commission for booking from the i-SITE Visitor Centre.
• Find out from your local i-SITE what advertising opportunities you can get involved in. Your local i-SITE may have a website you can list on free of charge.
• It is important that any new operator makes an appointment with the i-SITE Manager before they start business, to discuss booking procedures, commissions, brochure display, advertising opportunities, etc in their local area. Building a good working relationship from the beginning with the local i-SITE staff is very important.
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