Let's experiment with some "uni-tasking" !

  • Sep. 17th, 2010 at 11:06 AM


I recently drove into downtown Seattle on a gorgeous sunny day that we count ourselves lucky to have. While sitting at a stoplight, I noticed a woman walking her active little dog on a leash down the sidewalk, while reading a book at the same time. Meanwhile, cars are going by, traffic is honking and luckily her dog did not get run over.
I thought of all the things that were wrong with that picture.

1. She was not paying attention to the fact that her dog may be running out ahead in traffic etc. (or herself!)
2. She was totally missing the bright blue sky and Seattle skyline all around and above her.
3. She was everywhere else but present in that moment.

I see examples of this everywhere around me and in my own life. When was the last time I had dinner , where I wasn't also watching TV, surfing online, reading magazines, etc. ie just simply sitting and only eating? Have to admit I can't recall.

Harrisburg University recently attempted an experiment to block social media sites to see what the effects of multi-tasting were on the students.See what happened here. It is fascinating! 

The thought came to me, Is there nothing that we just simply DO anymore, without also doing 3 or 4 other things at the same time? Seems like that is a crazy concept, but I know people who literally check their Blackberries every 30 to 60 seconds, they are tethered to it that strongly.

note..not my desk below...but you all know what this is like! 


I recently decided to try some experimenting in my own life on this. I decided to not take my Blackberry with me on some recent errands. Not only did I not have anything to do at stoplights, but I enjoyed what I was doing a little more and was more present with my own thoughts and yes, feelings. ( not to mention a safer driver)
I also do not allow my Blackberry anywhere near where I sleep. Hotel rooms are exceptions, (but then I try to move it further across the room so I don't see that darn green light blinking.) I find there is much less "psychic clutter" around me if I don't have it there.





My own goal is to move in the direction below--- leave the mental clutter behind and be more
present with people and myelf! 



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Gadget Girl is off to Italy!

  • Jun. 28th, 2010 at 11:36 AM


I am headed to Venice this week to greet our new ship the ms Nieuw Amsterdam and join in the celebration. This trip will be different for me in that I will be carting with me new and improved gadgets! I have an embarrassing admission to make and it is this: Until very recently, I was using the oldest Blackberry known to mankind. I might have well have been doing ancient Cuneiform in sandstone, for how slow and tedious it was. Most people tend to assume that I am a total "Gadget Girl" from all of the social media that I utilize and enjoy, but this has not been totally true. I was a Blackberry dinosaur. I realized when on more than one occasion, when people would look at it and say,  "Wow, I have never seen one of these before!" that it was time to upgrade.

OLD Dinosaur





But no longer-- ! My  new Blackberry Bold 9700 is my little rocket ship to the world and I am fired up with an international data plan in tow. So look out! I will be uploading to Facebook and Twitter as I go, using Translator, and experimenting with Viigo, TripIt, and At& T maps and or course using the camera and video!

NEW Rocket Ship



We will also be arming ourselves with Flip Video Cameras .



In addition-- I will be using my new Canon SD1200 - This is a very easy to use, inexpensive camera that takes great photos and video.  ( and yes..oddly it was $40 less to buy the blue one for some reason! ) 





So stay tuned-- much more to come for the next two weeks! Follow the Nieuw Amsterdam inaugural with the hashtag #HALcruises on Twitter.!

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Be your own Brand Ambassador

  • May. 16th, 2010 at 9:14 AM


I attended a large travel show recently with a travel company, that was attended by almost 200 clients and prospects. These people came because they wanted to hear specifically about our most deluxe, unique itineraries, ie these were the dream prospects that any cruise line and travel retailer would want to talk to. As we were preparing to speak to the guests and conduct our presentation, I asked the travel agency owner to make sure to introduce their staff , and sing their praises,ie let the audience know of their experience and why they should continue to book with them. You know...maximize the opportunity! 

The agency owner recoiled at this idea, "Oh no", she said. " I will just introduce you and you can speak. These people already know us.

Insert very big sigh here....

Do they?

I will bet you every dollar I have that they don't. I continue to be perplexed why travel agents that have spent decades in our business, attended countless vendor trainings, fams, webinars, etc, are so reluctant to state their own credentials and let people know how good they are. Why is this?!

There is a statistic in our industry related to customer loyalty that is sadly, quite bleak. It says that 4 out of 5 customers will book a cruise, or vacation with a different agent than the one they used last time, ie they wander away to other agencies. Why do they do this? They do it because they feel indifference about the agency they used. They do it , because another agency gave them more compelling reasons to book with them. ( Note that this has nothing to do with PRICE)

How do we prevent this from happening?
  • Step close to the clients that you have. Thank them , thank them, thank them
  • Talk to them at least every 90 days- Just a call to see how they are doing and "check in", ie see what is next on their vacation list.
  • Postion yourself as their "vacation advocate", ie "What destinations can I be on the lookout for, on your behalf? ( music to customer's ears!)
  • Use phrasing with customers that let them know that you love what you do, ie " Ireland ? I love Ireland and know it well, You are talking to the right person! 
  • Beef up the "About us" section of your website. Have each agent write their own bio, and provide a headshot, and make this section of your site interesting, and compelling!  Tell us why you love this business and why a customer should spend their money with you. Highlight your staff on your Facebook business page.
  • Sing your staff's praises. Never miss an opportunity at a travel show you are doing to introduce your people, and let the audience know that YOU believe in your own staff and their ability.
  • Increase your comfort level with public speaking. If your intention is to do consumer presentations, then you must embrace public speaking. Do not rely on your vendor to do all the selling. Consumers need to hear from YOU with confidence also!

We can't expect anyone else to be our brand ambassador unless we are willing to put those shoes on first!

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Survivor Agent Essentials

  • Apr. 25th, 2010 at 9:04 AM

I have been feeling a sense of urgency lately on this topic. Maybe it is because I have heard more than a few agency owners recently admit that they STILL have not begun to use email, and that their website is , well, "being updated" by the neighbor kid that helps with it every so often, and Facebook? ...well their clients are older and don't use it.

Insert big "sigh" here......

It's time to decide if you are going to be a "Survivor agency" or not.

There are still so many great reasons to be a retail travel agent.-- Here are just some of them:


  • Retired baby boomers will travel more than any other generation- 65 million of us are in the pipeline for this, will be living longer and yes, traveling !
  • Gen  X already are traveling and love foreign travel, and interesting unique places that their parents did NOT go to!
  • Gen Y is waiting in the wings - an even larger force than the boomers. Remember this group has high self esteem and have been told since birth that they can do anything! They are autonomous, so will want you to work with them, versus telling them where to go.
  • We have more web info at our fingertips than ever before. Your task is to harness and use it, and help be the "sorter" of it for the customer.
  • Travel agents are becoming more scarce. 40% of all travel agents are over age 55. As more retire, and fewer join the industry ( an entirely different topic for another time!) the value of remaining  Survivor Agents increases!
  • The perks are great. Let's face it...although we don't travel for free like many think we do, we benefit from fabulous travel opportunities, discounts, fams etc. Not a bad gig at all!
So what are the "Survivor Agency" essentials?
  • Know your niche -If you don't know, create it, communicate it, and leverage it! What makes your agency special and unique?
  • Make peace with "the internet". It is not your enemy. It is your greatest ally. Use the amazing information and marketing tools that come with it, along with your own communication "people" skills. Clients want to know that you are web savvy and product savvy!
  • Focused, targeted email. You must be communicating electronically with your customers, period. If you aren't , others are. Get email addresses on everyone, create a regular e-newsletter that customers can easily sign up for on your site, and communciate with them.
  • Facebook- Yes, your clients are on Facebook. 500 milion of them, and 50 million new users each month. Facebook users 55 and older grew 922% in 2009!
  • You must be swimming in the pond where your clients are swimming ( and being marketed to by agencies that have Fan pages) Enlist the help of your younger Gen X and Y staffers to help create your social media strategy and maintain it. There is help out there- check out Facebook Marketing for Dummies.  I have a copy in my office too.
  • Reach out and touch your customers. We have all heard the dismal "retention rates" that currently exist. Clients wander away because they are indifferent and have not been given a compelling reason to stay. This can be done with regular phone contact to "check in", or email and DM, etc.
  • Enlist Vendor help-- we are standing by, on the vendor side to help you- Ask us! We love to share what is working and help you create your own game plan.
This is a great time to be in our industry. Let's maximize the opportunity together!

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Hey NBC- Your Olympic "coverage" makes me insane!

  • Feb. 20th, 2010 at 8:51 AM


Dear rocket scientists at NBC:

Your "coverage" of the 2010 Olympics makes me insane! Let me see if I can break it down for you.......

Like most of America, I am a hard working professional, that also enjoys sports participation and watching the Olympics. Oddly, I live three hours from Vancouver, and yet am held hostage by a tape delayed, packaged to within an inch of it's life, "show", that serves NBC first, your advertisers second, and oh yeah, the viewer, last.

I work a full week, and like most people, have limited useful conciousness in the evening. Who in their right mind is seriously going to sit up until midnight every night, for two weeks to "wait" for the marquis skater or snowboarder, etc in order to actually see it "fake live.?" So Olympic viewers have to strategize!....enter TIVO. Let me walk through the most recent example of a simple attempt to watch the big men's skating "battle" between Evan Lysacek and Evgeny Plushenko.  Yes-- you enticed me to watch after pitting the Russian against the American to the 9th degree. Now I know that if I want to actually watch the show without knowing the results I am going to have to carefully strategize. It goes like this...

The day OF the event, go into total media blackout. This means no logging onto Google, Twitter, Huffington Post, or ANY news outlet, not listening to NPR on my drive home,not making eye contact with the paper on the newstand, and virtually not talking to colleagues during the day lest someone reveal the result early. Next....

1. Set TIVO to record the entire program so I can go to bed at 10pm and actually get some sleep.
2. Remember to set TIVO to also record the program AFTER the Olympics ( because everyone knows that Plushenko will not skate until around 12:01am after  TIVO has stopped recording the actual Olympic show.
3. Either watch it the next morning over coffee and fast forward through TIVO , OR choose second day of media blackout until I get home and can actually sit and enjoy it.

But by then, I have missed another night of something and am "behind"....

Really NBC? Does it have to be this difficult? I just want to watch sports LIVE, in real time. I don't need to know about polar bears, or be served up some nonsense Pixar "snowboard" cartoon that I did not ask for, sit through the deer in headlights, stone faced, botoxed Bob Costas talking head, or anything else! 

I just want to watch the Olympics without having to concoct a flippin "strategy". How archaic are you that you don't seem to "get" that we live in a 24/7 social media world and we are now used to getting things when we want them. ( Hulu, Twitter, etc) To serve up your 'pre-packaged" tape delayed "coverage" only infuriates the viewer against NBC, and guess who else? your advertisers.

Even the snarky Etrade babies can't cheer me up on this one.

 

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I challenge you to ask your clients these two questions!

  • Dec. 5th, 2009 at 10:36 AM

This Holiday season we are all besieged by retailers wanting our attention, both in our email inbox and in our actual mailbox. Offers also come in now via the Facebook fan pages that we follow, Twitter and other networking sites. So even more, the ones that really deliver the best customer service, and what I call, "the warm fuzzies" will get my attention, and my repeat business. Restaurants are tasked with this too. Recently I was in Nashville to hold my division sales meeting, and had dinner at a great place called Lime. It was an fun night because the Country Music Awards were happening, etc, indeed we had just missed Reba MacIntrye. ( or so they said :) )

As we finished dining on excellent Latin American inspired food, the manager came up to our table and asked two excellent questions.

1. " Did we do a good job for you tonight?"

2. "Is there anything we could have done differently or better?"

I have to admit that I have never been asked for my feedback in exactly that way. Often we are asked, "How is everything" etc, but these questions had more depth. What it said to me was, that they really wanted to know, in detail, where they might have missed the mark and that our opinions mattered. In our case, there was only one small bit of feedback that we passed on, but the approach that manager took stuck with me ever since.

Of course you know what came to my mind next. Imagine if all of us in the Travel industry, retailers/vendors had the courage to really ask those questions consistently and take the time to really listen. What a statement that would make in the eye of the consumer. The part that can be a little scary for us, is that we then really have to listen and in some cases have some humility , etc to take that feedback to heart!

I am up for the challenge! Are you?

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What your customers wish you knew about them

  • Oct. 31st, 2009 at 6:43 AM


I follow this particular blog by Sonia Simone on an RSS feed and found this recent entry to be spot on. As consumers, the truth is that guess what? the world does revolve around us!  The attached link has the full article of  "50 things your customers wish you knew about them" but the ones below are the ones that resonated the most with me that both travel retailers and vendors really need to understand fully about the mindset of the prospect who is thinking of buying from you! 


  • I don’t need you to be perfect, but I do need to know I can rely on you.
  • Telling me what you don’t know makes me trust you.
  • It means a lot when you take the time to thank me for my business or a referral.
  • You don’t need to do all that much to be a superhero. Just do exactly what you say you will do.
  • A friendly voice on the other side of the phone means more than you can imagine.
  • Your employees treat me about as well as you treat them.
  • I don’t mind spending the money, as long as I feel I’m getting real value.
  • My life is really stressful. If you can reduce that stress, you become immensely valuable to me.
  • I want to tell you what would make this relationship better for me. Why don’t you ever ask me?
  • I don’t understand a lot of the messages you send me. Can you make them clearer?
  • When I refer my friends and you give them exceptional service, that makes me look and feel smart. I love that.
  • The wealthier I get, the more I like free stuff.
  • I like to get little goodies no one else is getting.
  • I don’t understand how to use your Web site, but I can’t admit that because it would make me feel dumb.
  • I hate salespeople, but I really like to buy things.
  • I only like to communicate over the phone/Web/mail and I hate when you try to make me communicate with you over the mail/phone/Web.
  • I want you to do the hard work for me. Even better if I can get all the credit.
  • I have the attention span of a goldfish. Go too long without contacting me and I’ll simply forget you exist.
  • Money is no object when it comes to my obsessions.
  • I like it when I feel like you’re talking just to me.
  • It infuriates me when you answer the phone while I’m talking with you face-to-face. I’m lazier than I would ever admit.
  • I don’t know what I want most of the time. You need to figure it out for me
  • It really is all about me.

 

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What Makes this Consumer Happy

  • Oct. 10th, 2009 at 8:47 AM

I must admit that I have been contributing heftily to our economy lately, from a flurry of online shopping at favorite sites like Banana Republic and Nordstrom, to going through the process of finding a contractor to do some bathroom renovation for me. I have been reminded of what makes me happy as a consumer, ie what are the things that make me glad that I spent money with that specific business, and what is it that compels me to then TELL other people about it?  My experience with my contractor has been nothing short of fantastic.

These are the reasons why I love my contractor:
  • He listens to what I am saying that I need.- The contractor that I found via a recommendation ( and we all know the power of  a good recommendation!) listened carefully to what my vision of the project was, and made it clear to me that he understood what I was saying. He was honest to tell me what he could do, and also what specific work he might outsource to someone else that has more expertise. etc.
  • He gets excited with me! My contractor ( who's name I will NEVER share, as he is now ALL mine forever) continues to say to me, "Your new bathroom is going to look fantastic! I can't wait to see it!" This fosters my own excitement and buying confidence, and assures me that we are in the project together and that the outcome of it matters to him too!
  • Great follow up - I never have to wonder where we are in the project. I get an update call every day recapping what progress has been made and what the next steps are for the next day.
  • He is planting seeds for future projects- Since I am so happy with my current project, I am already envisioning the next job that I want to give him. We are indeed, cultivating a business relationship.
What has been the result of this? I have told countless people how much I "love my contractor"..words that are rarely spoken in the same sentence! There are so many parallels to our industry in vacation sales, from qualifying the customer, to our own enthusiasm. Statements such as "You are going to love this vacation,  and/or "I am so excited for you!" go a long way in bringing the customer closer and creating comfort in the relationship you are trying to build. Remember that vacations, and cruises are only one way for a customer to invest their hard earned dollars. Are you using these simple techniques to create assurance and ease, and pave the way for good relationship building and maintenance?

Food for thought! 

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What are your Travel Rituals?

  • Aug. 29th, 2009 at 11:12 AM

I got to thinking the other day about the various "travel rituals" that I have and do over and over again as a road warrior naturally would. They can be divided into: "Pre-flight", flight, post-flight and hotel room." Let's start with

Pre-Flight
  • Seating- If I am not lucky to be upgraded to first, I must have an aisle seat forward of the first exit row. I will not fly seated in the back of any plane. ( not because I am a travel snob, but because of feeling cramped and boxed-in"- Want the inside scoop? Check out  this great site to find out the best places to sit on any aircraft! Seat Guru.com
  • I always print my boarding pass in advance and usually check a bag, as I a do not like lugging on bags and worrying if I will have space to stow them. SIMPLICITY! As a platinum flyer, I usually do not have to pay to check bags.
  • Get to airport early. No exceptions. I need to feel calm before flying, so getting to airport early and going to the DL Crown room or the like, is well worth the time and effort ( and of course worth every penny of the membership)
  • Go buy bad tabloid magazines- US Weekly, and People reign supreme, but I also love a good Vanity Fair issue for longer flights. I read them and always leave them on the plane for others to enjoy. ( Flight Attendants usually steal them.! )
  • I pack peanuts, Kashi Bars, apples and other "snacks" I do not ever expect an airline to feed me.
  • I also have pictures of my family and cats, etc. with me to look at and feel grounded.


Flight
  • Bose Quiet Headphones- Need I say more? The best $299 ever spent and with me on every single flight. I like the original one that covers your ears completely.
  • Catch up on sleep! I am not one that breaks out the laptop on a flight. I like to sleep and rest my brain after reading bad tabloid magazines!
Post Flight
  • Oddly, I don't like to leave the airport with my bag tag on the bag. I always rip them off and throw them away. It helps me feel as though I am really there perhaps, something about being grounded.
Hotel Rooms (my fav) and I will list these in order of how I do them.
  • Turn on the lights and get the temperature adjusted to where I want it.
  • Remove the "runner" from the end of the bed. I can't stand them on my feet and view them as germ catchers.
  • plug in my laptop and power up
  • take the remote and wipe it down ( you ALL understand this, no need to explain)
  • turn down the bed- It always feels more welcoming and I like the look of clean sheets, etc
  • take out my Memory Foam Pillow that I travel with and put it in the bed. ( this saves my neck!) If you have not discovered this type of pillow, it will change your life!
  • Unpack what I need to and hang things up.
  • I also bring my own Starbucks French Roast and filters with me. I prefer my own to the "swill" that most hotel rooms provide with their coffee makers. Yes, I am a coffee snob, but hey, I live in a "coffee culture", called Seattle! 



     
We all have them! What are your travel rituals?

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Customer Connection in a Fragmented World

  • Aug. 22nd, 2009 at 11:41 AM


I have been a loyal Northwest Platinum frequent flyer for a while now, and have patiently watched the Northwest /Delta merger unfold around me. First the announcements of what was going to happen, all with clearly worded assurances to me that , " YOUR MILES ARE SAFE!"...knowing that a possibility of losing hard earned miles strikes TERROR in the hearts of frequent fliers. Then the transitions began, new DL paint jobs for NW aircraft, new uniforms for the flight attendants, the slow switch to COKE products onboard, as that is what DL uses ( Halleleuia!) I also have had to admit, that Delta really has it's act together. The aircraft are nicer ( leather seats, and actual sound systems/movies and entertainment.) The corporate communications all have continued, thanking me for my loyalty, getting me to give up my NW Visa card and sign up for the new DL Amex card, and with each email, etc, stepping closer to me as a customer. I have to say, I have fallen for ALL of it, and feel good as a new "Delta" customer. I am "in the fold" now and feel good about this. But the new customer lovefest does not end there.

On my most recent flight this past week from PHL-SLC-SEA, sitting up in first class, the captain came out and personally greeted the cabin, thanked us for the business and for being loyal customers, advised us of what the "flight plan" would entail, and then entrusted us to the care of the Flight Attendants. They in turn, came to each row, greeted us by name, and thanked us again, saying, "Thank you for spending your morning with us." (not sure I had a  choice, as the flying magic carpet was in the shop on mechanical, and Wells Fargo wagon a bit too slow)

One phrase that the Flight Attendants said to us, was " We are going to have a great flight", ie WE are in this together, etc. Even though, it bumped up against almost being overkill, I have to say that I found it quite reassuring and appreciated the positive tone.

It made me wonder in our business, the power of that connection, etc and how we foster our own relationships , etc. Do we tell our travel customers, You are going to have a fantastic vacation!, and do you greet them by name. Do you even really know their name or much about them?

Chris Brogan, in a recent blog post, talks about some simple "touchpoints of loyalty" that we can do to keep our relationships strong in an increasingly fragmented, distracted world.

The "new" Delta Airlines, has taken this to heart indeed! 

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"The Break-up"

  • Jul. 26th, 2009 at 11:38 AM

I saw this video recently and loved it. It really demonstrates the reality that consumers are more discerning than ever, and have more choices than ever to decide who they do business with. The responsibility is on us as retailers and salespeople to do all we can to foster great relationships!


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Smorgasbord and Fine Dining in Social Media

  • Jun. 22nd, 2009 at 7:05 PM
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I realized today that, gasp, I had not created a new blog entry since May 25, very nearly a month....a lifetime in the social media world. I might as well have been off trekking in the Himalayas...no wait...there is actually cel service now atop Mt. Everest. ( I am not kidding). So what happened exactly? What has shifted for me? When I first started blogging over a year ago, posts came twice a week! 

Well, that was before Facebook and Twitter entered my life. With Facebook, I can with a click upload photos, links, articles all with some comments to a wide circle of "friends" , ie family, customers I sell to, sales reps that I manage, other colleagues and travel industry people, etc. The fluidity of it is easy and fast, and it helps foster relationship, which is important to me. With Twitter, I can literally be reading something I like, hit the "retweet" button, add a comment of my own, and off it goes to my followers. Likewise I can literally see, what is happening right now in the world, ( think Iran) or in my own Travel Industry. It moves like lightening speed , and search features are the only way to extract what I need. So where does my blog fit in these days?

I was reading one of my favorite social media rockstars, Chris Brogan, whose wrote a  recent blog entry entitled, " I still rather like blogging." where he admits that some of his colleagues consider blogging antiquated, and have foregone that effort to live in the "statusphere" of  "real time" web.

I agree with Chris Brogan's thoughts absolutely in that there is room for, and a need for all of it. He would compare Twitter to a fast food snack, and a blog entry to a more carefully prepared meal. In my case, I value the time that it takes for me to craft a blog entry. It fully engages me to sit and ponder what is important and what it is that I want to put out there, if you will. It requires depth, time, and all of my synapses connecting. ( I do admit that a nice Sauvignon Blanc can also assist)  As Chris states, "There aren't many places where we can exercise our larger thoughts."

Blogging continues to help me find my own voice and clarity, and gives me a platform to create and define my own unique point of view. I will continue to stay true to my motto of "Quality, not quantity." regardless of whether I am at the smorgasborg table, or at a very fine restaurant.

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The rigors and surprises of life unplugged

  • May. 25th, 2009 at 3:32 PM


Ever since I saw the movie, The Soloist,which tells the true story of a Los Angeles Times columnist, Steve Lopez and his encounter with a homeless cello virtuoso, I have begun to to follow his columns. He recently detailed an experiment that a Los Angeles high school class was going to undertake, whereby the kids would forego all electronic devices for seven days. (See column)  The question, was of course, Could they do it? 

Well , the results are in, and it is both fascinating and humorous to hear the kids detail what their experience was. In many cases they thought they were going crazy, some lost track of time, others searched for other ways to "fill the void", even cleaning their rooms, etc! The goal of the experiment was to help kids get a different sense of "connectedness" and to experience truly the act of solitary reflection. I thought it was a brilliant idea to put these kids to the test, but it seems just as important for wired out adults to do also on a regular basis, ie as a "minivacation" from our busy brains.

Others are trying various forms of this too. Columnist Jay Michaelson details a more extreme example of "Five Months of Silence, "during a silent meditation retreat in Nepal. For those of us in sales, which by definition means talking talking talking ( often too much..) this would be a very tall task indeed. Even simpler , is what blogger and photographer,Jodie Allen recently encouraged her friends to do, namely, unplug for just one day, but use a camera to document  what the experience was.

But no matter how one chooses to do this, it is clear that there are benefits to us. I have to say that coming through five days off, where my connection to my laptop and cel phone was very minimal, the rest that my brain received was well worth it. I enjoyed quality time with friends, and plowed through a long list of pending "tasks" that I had been putting off, and enjoyed  plenty of quiet time on my patio in the sun just "being."

I plan to incorporate days of "unplugging" into my life on a regular basis. Don't think I can do it? Well, stay tuned....I'lll keep you posted! 

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An Interesting take on Swine Flu

  • Apr. 29th, 2009 at 8:41 PM



 

A friend of mine forwarded this to me in email today-- It was too good to not pass on! 
 

Media pigs misinforming public about so-called "epidemic"

By Dr. William C. Douglass

Dear Friend,

Those filthy swine... The swine flu "epidemic" is only a few days old, and Big Pharma is already plotting to make a fortune.

European drug maker Roche announced it was scaling up production of Tamiflu, giving a boost to its stock price and sending millions into the Roche coffers. GlaxoSmithKline, which makes the anti-flu drug Relenza, is also seeing its stock price climb, as investors hope this swine flu is the biggest thing since the bubonic plague.

There's only one problem here – it's not going to happen. You read the Daily Dose because I always give you the straight scoop, and because I'm not afraid to tell you when the mainstream has it wrong.

And they have it wrong on swine flu. It won't be an epidemic – it'll barely even be a ripple. I've run medical clinics in Africa – I know what an epidemic looks like.

And this isn't it.

The media is blowing swine flu out of proportion so it can feed its 24-hour news cycle – the same media, mind you, that had us convinced that avian flu was going to destroy the planet a few years ago.

But here are the facts about swine flu – it has affected so few people in America that it's hardly worth discussing. There are 64 confirmed cases in America as I'm writing this – not 6,000 or even 600. There are 64.

Of course, the media is fixated on the 100 or so people who have died in Mexico from the swine flu. But let me clue you into something that no one seems to be discussing – health care in Mexico is ABSOLUTELY TERRIBLE. I know – I've been there more times than I can count.

Disease spreads rapidly through Mexico because large areas of the country lack clean water and basic sanitation. Seeing a doctor – let alone a qualified doctor – is a luxury unavailable to most of the population. Of course the flu is killing people in Mexico – so are a lot of other diseases that are successfully treated in America. People in Mexico still die from diarrhea, for Pete's sake!

Yes, they have apparently had some cases of bad swine flu in Mexico. They've had lots of dengue fever and chagas, too, but you don't need to stay up at night worrying about it. Beating the swine flu isn't any different from beating the regular flu. Wash your hands. Avoid large crowds if you can. Get plenty of rest and fluids if you start getting sick.

And don't be afraid to eat pork or any other meat, for that matter, as it's not the pigs who are getting sick. Of course, I'm not recommending you eat Mexican pork – or any food produced in Mexico, for that matter. Hopefully the tainted peppers outbreak of 2008 taught us that. But don't change your diet because of some so-called swine flu epidemic.

It's no epidemic. It's no public health catastrophe. It's good theatre – and nothing more.

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Twitter for Business Powerpoint

  • Apr. 22nd, 2009 at 2:33 PM

Lots of good info here on how businesses can use Twitter.

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Social Media goes Mainstream

  • Apr. 17th, 2009 at 5:44 PM

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It's official. Oprah has joined Twitter.  Ashton Kutcher is the first to hit one million followers. This week a pastor in a church encouraged his congregants to tweet live during the sermon, to further spread the good word. Educators are discussing the best way to use Twitter in the classroom to extend and amplify the learning process. Twitter was used a few weeks ago to prevent a suicide! Travel retailers and vendors are using Facebook fan pages to promote their services and products. Just a few weeks ago I too started a  Social Media Facebook Group for Travel Industry Professionals that now has 150 members with a good exchange of ideas and input going back and forth.

But I have to admit something. My brain is a bit tired!  I have begun thinking of things in terms of , "Can I tweet this?" or, "Oh I have to post that in Facebook," or "The social media group might find this interesting!" At any rate, the info overload factor has increased exponentially with every new social media platform that I delve into. I get cutting edge news and trends from Twitter, and stay in touch with Facebook friends by seeing their posts, emails, and status updates. I bookmark favorite articles to Delicious so that I can organize them all in one place. I network via LinkedIN and find the groups and questions/answers features to be very helpful. By contrast regular email and even a blog platform seem outdated and slow. Voice mail? Huh? Newspaper- What?

But in spite of the brain drain that can come with the pace of all this, also comes rapid fire new knowledge and expansion of ideas for my personal life , and business life. I do view it as essential for our industry to craft and utilize a social media plan and get onboard. I feel as though I am much better for all the new knowledge that has resulted.

The topic of managing your social media, is a hot one. Some warn of  harm to our moral values if we use Twitter or Facebook to excess to the exclusion of compassion and focused intimacy.

The key for me, like with anything else, is BALANCE. I try to work my Twitter and Facebook first thing in the am, at lunch and then at end of day. On the weekends, I dedicate a couple of hours to catching up with blogs and catching up with the week's hottest trending Twitter topics and articles. After that-- it's off to Green Lake to skate, out to the garden to weed, or just spend quality time with quality people. I do turn off my work Blackberry on the weekend and unplug to a very large degree. Am I perfect at it? Nope. But I am encouraged by legions of others attempting to do the same.

I do value times where I just get to be a human "being" instead of a human "doing." ! 

I wish that for all of us this beautiful Spring weekend! 

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Seattle Delirium!

  • Apr. 5th, 2009 at 12:00 PM
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Is that too strong a word for this amazing 65 degree, clear, sunny Sunday in Seattle?

Nope! 

the definition of delirium is as follows:

1. Pathology. a more or less temporary disorder of the mental faculties, as in fevers, disturbances of consciousness, or intoxication, characterized by restlessness, excitement, delusions, hallucinations, etc.
2.a state of violent excitement or emotion.
Fits us perfectly today as we encounter the warmest, sunniest day of the year since last FALL. You have to understand how the winter takes it's toll on the typical Seattleite. We do all the things that Dr. Oz tell us to do on Oprah, namely, taking our Vit D3 and using full spectrum lighting, drinking more than our fair share of coffee ( and good coffee at that!). No, we do not get the hard cold and snow that the midwest gets, rather we get an insidious, general gray "malaise" that sets over us. It tells us that we are depressed, and makes us wonder what is wrong with us, it makes us crabby with our loved ones, and we dream of Cabo on a regular basis. So when days like this begin, we mean business. We leap out of bed with all kinds of Spring thoughts on our minds. We imagine that ALL in this one day we can:

1. go for a run at Green Lake
2. Take my skates to the shop for a "wheel rotation" to get ready for inline skating season
3. Head to Lowe's, ( where everyone else will be also!)
4. get my garden ready, ( rake, mulch, plant)
5. Clean out the closets-- take ALL my 14 pairs of black pants out and bring the Spring clothes in!
6. Go to Shilshole for sunset, and even contemplate a deck table at Ray's boathouse..yeah, like THAT is humanly possible today! 
7. Clean out my patio and get ready for evening gatherings
8. Totally clean and detail my car

So what will be first? Well, I am off to grab a rake and start raking! The rest, we shall see. Regardless of how much I get done today, I remain really thankful and will savor every minute! 

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New Social Media Facebook group for Travel Industry!

  • Mar. 27th, 2009 at 8:32 AM


Ok-- I am just back from the Holland America Line National Sales meeting, and I am FIRED UP!  I am like a dog with a bone on this topic. It is time for retail travel agents, as well as vendors, to get on the social media train.

Even 135 year old Holland America Line, now has a presence on Facebook, Twitter, YouTube, and Flickr.!

Go to Holland America.com and see our online community.

An easy place to start is simply to get on Facebook, create a profile, and start to see how it all works.

Please join this group  that I just started and get into the conversation. Social media is so much more than just Facebook. It is an intricate, infinite web of many platforms that all interconnect.

Let's learn together and increase our digital footprint together!


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"Our best times are ahead of us".....

  • Mar. 19th, 2009 at 1:45 PM

These words spoken recently by the leader of my own fine company, Holland America Line. To be exact-- the words of Stein Kruse, President and C.E.O  while on a recent Cruise Line Executive panel were as follows:

 "As American consumers, we're not being helped by the mainstream media continuing to talk to the extent that they are about the negative situation that we're in. We're being told to be scared. We're being told not to spend."

Kruse notes 90 plus percent of people living in their homes can still pay their mortgages. "As bad as the economy is, and there's no doubt that it is, this, too, is temporary," he maintained. "It, too, will pass. Great times lie ahead. We should not allow ourselves to be caught up in this situation where it's all doom and gloom and hunker down. Our best times are ahead of us, and we should not forget about that."


Needless to say, the audience erupted in applause as these welcome words were appreciated and received.

But other industry executives echo this. CruiseShipcenters C.E.O Michael Drever implored his very successful group of franchise owners to "turn off CNN" to a loud round of applause, followed by the announcment that he was choosing to not participate in this recession.

I am choosing today to "opt out "of the recession also.

Anyone care to join me?





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A Social Networking Webinar you might want to consider!

  • Mar. 16th, 2009 at 3:52 PM

The messages are everywhere! Even the March 16 issue of Travel Weekly has a cover story entitled, "Friends, fans and followers", talking about how companies in the travel industry are discovering the many opportunties within the social networks of Twitter, Facebook, MySpace, and LinkedIN.

I signed up for an upcomng Webinar that gives a good "intro" to these various networking sites, entitled, "How to Use LinkedIn, Facebook and Twitter to Grow Your Sales


Nhat Pham is the owner of Succeswerks.   He's been using technology and social media tools to grow business for over 8 years. Join him for the webinar - How to Use LinkedIn, Facebook and Twitter to Grow Your Sales. 

Date:Thursday, March 19, 2009
Time:2:30 PM - 3:30 PM EST
Cost:$47

 

In just 60 minutes you’ll learn:

➢How to get started with the three most popular social networking tools

➢Five big mistakes to avoid when using these tools

➢Three ways to use social networking to drive traffic to your website

➢How to update your online profile so you get and stay noticed

➢Using social networks to stay in touch with clients and remain top of mind

➢Three simple strategies to get started without getting overwhelmed

Here's what people are saying about Nhat Pham

“I just hope my competitors don't find out about Nhat's programs, I like having the competitive edge working with Nhat brings. His service is a MUST HAVE!! Tom Childrey” 

“Nhat is one of the few technology experts that I know who can advise on making technology work for business owners. His knowledge of social media and how to use it to obtain specific goals, (personal or business), is superlative. He has a real nack for communicating well on a business level without overwhelming clients in technical jargon.”

Nhat is Pham-tastic! He's made technology simple and easy to understand.  His tips and techniques have already started us on the path of great success! We have hired him as a coach, and have taken his seminar on Social Networking, and Technology Simplified. They've been a bit mind blowing, chuck full of content, and as a speaker...he is very entertaining!”

Want to use social media to grow your business? Consider this Webinar on Thursday! 


 

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Casseroles make a comeback for the cash-strapped

  • Mar. 4th, 2009 at 2:41 PM


 

Who doesn't love a good casserole? or as a good Minnesotan would call it, "Hot Dish."!? We all know the classic version, with tuna and noodles, green beans, Velveeta, and the glue that held it all together- Campbell's cream of mushroom soup! ( oh don't forget the crunchy onions on the top!) HEAVEN.

I had to chuckle at an article in Advertising Age this week which tells us that Google searches for "tuna-noodle casserole" have climbed, as the Dow has been falling. It appears that the casserole has made a comeback as an easy, quick meal for cash-strapped consumers. Campbell and Kraft are indeed delighted with this news and indicate very strong web traffic looking for new recipies with a modern twist perhaps. I don't know about you, but the original is timeless! I am getting hungry just thinking of it!                       

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Something for Everyone

  • Mar. 1st, 2009 at 5:58 PM


I stayed at a very cool , boutique hotel in Seattle called Hotel Max, over Valentine's Day, and have to say that I saw something that was a first in a hotel. Rather than the usual Gideon Bible in the dresser drawer, this particular hotel offered a "Spiritual Menu" for the guest to choose whatever type of literature they preferred, if any. I thought this was particularly innovative, and creative way to show they are trying to please a wide range of guests with varying wants and needs. See below. I applaud this unique approach!



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Facebook for Dummies like me

  • Feb. 24th, 2009 at 10:32 AM


Many of my friends and colleagues have recently joined Facebook. I am fairly new to it also, and must admit that I LOVE it. I continue to be amazed at the interconnectedness of it, as well as the power of it as I learn more each day.

I recently ran across some excellent "101" type articles that are a must read for anyone new to FB. I also urge those of you not onboard to join and simply begin the process of observing how social media works. I think you might be surprised!  Also consider how this might work for your business.

Meanwhile.... DO read these articles--


Facebook 101: Ten Things You Need to Know About Facebook

Facebook 101: 25 Tips and Tricks

How to make the most of social networking on Facebook



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Do you have a Social Media Plan?

  • Feb. 12th, 2009 at 12:48 PM


I just  read a very interesting article entitled, Is Facebook going gray? Turns out that the fastest growing segment of Facebook users is women aged 55 and over! This demographic has almost tripled since Sept , 2008. The average Facebook user is also getting older. It is anything but the domain of college students and teens.
I am also reminded by blogging and social media expert, Debbie Weil to not be "ageist" that indeed, 50% of those between 70 and 75 are online!

When I search Facebook for Travel Agents, I see that very few have jumped into this lucrative arena. One good example is Cruise Holidays Kansas City, which began thinking about this a couple of years ago and now is using Facebook to broaden their reach and connection.

A couple of weeks ago, even 135 year old Holland America increased it's own presence on Facebook by boldly sailing into the social media movement with a new Fan Page that can be found by searching for "Holland America Line Fans". The Official Holland America Line Fan Facebook page is just one componant of a developing social media plan for the company that is in the formative stages and also includes fleetwide blogs that are soaring with popularity.

What is your own personal social media plan?  Do you have a presence where your customers and prospects are communicating, networking and buying?

If not, the retailers that do are the ones that are getting their attention and very likely their $$.

I would love to hear from those of you that are using social networks successfully! 

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The Little Business Card that Could!

  • Feb. 5th, 2009 at 3:24 PM


 


How many times have you been in a social situation where someone asked you for a business card. You start digging for one only to realize that you "just gave your last one away!" That has happened to me on more than one occasion. In the midst of a social media revoution, where Facebook, Twitter, LinkedIn, etc and how to maximize are on everyone's minds, we can't forget the simplicity and the power of the simple business card.
 
We need to carry them with us everywhere we go, and give them out freely! I gave one recently to a very kind flight attendant that mentioned he needed a good vacation. I have also given them to stressed out cashiers, in grocery stores, etc. How about sending them back in bills that you are paying with checks? Here are more ideas on how to use them, in "Thirty Creative Ways to use Business Cards"      
                                              
For some interesting business card designs, check out this site, Creative Bits.
                                                                                                  

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10 Tips for Guaranteed Sales Success!

  • Jan. 25th, 2009 at 10:54 AM


I loved this short, practical list of tips for salespeople of any kind. I may print these on a card and laminate it! 

The truth today is that the consumer is overwhelmed with choice, has more limited resources, and is living under the blanket of  what I would call "recession conciousness." We must listen better than ever, and truly be the "Vacation Advocate" for the consumer.

This article is a must read for anyone in sales. A great topic for discussion at your next staff meeting with your front line! 

10 Tips for Guaranteed Sales Success 


1.    Make the Telephone My Best Friend – If you want to succeed in sales, there is no getting around it.  The phone is your number one productivity tool.  That’s why there are 10 Things I Love About Cold Calling!

2.    Use My CRM to Work and Track All of My Leads – Effective use of your CRM ensures that you are touching every prospect and client with purpose and at the right time.  If you are not using your CRM, start today.  If you Want Long Term Success… Build Your Pipeline!

3.    Become a Master at Following Up With Prospects – This is where great sales professionals separate themselves from the pack.  There is a basic principle for winning… Just Follow Up!

4.    Develop My Ability to Ask Great Questions – Questions are the basis for uncovering needs and building value.  Have you given your prospects a High Five lately?

5.    Focus On Being an Excellent Listener – Great questions are supported by an ability to listen effectively.  You have to Listen Like a Detective.

6.    Only Talk About the Things That Are Important to My Prospects/Clients – If you spend time talking about anything else, you are wasting precious time.  Try to look at things from the other person's perspective.

7.    Be “Coachable” and Follow Through With Direction I Receive From My Boss – Why do so many of us have a problem with authority?  Your boss has your best interest in mind.  Your number one business relationship should be with your manager.

8.    Be a Positive Force and Leader On My Team – The Shield says it all.

9.    Exceed My Goals Every Single Month... Quarter... Year – Sometimes the simple statements make the biggest impact.  After a recent layoff, I once heard an executive say, “People can’t be in a sales job and not sell anything.”  If you are in a rut, revisit the suggestions for How to Beat a Sales Slump.

10.   Use the Power of Self-Reflection to Get Better – Most sales people do a lot of driving.  There is no better time to think of ways to keep improving.  Develop a system for Perfect Selling.

If I were to add anything to this list , it would be that everyone make their own commitment to learn and engage in social media, and begin the process of understanding "Sales 2.0"  This is an essential part of any business plan moving forward. There is an endless arena of resouces for this that includes books,blogs, conferences and training.

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Top 10 for Online Marketing Success in 2009

  • Jan. 18th, 2009 at 5:21 PM

I love top 10 lists ! I recently saw this article on one of my favorite sites, "MarketingProfs. " The site is filled with current, leading edge marketing thought that can relate to every type of business model. This particular list gives 10 ways to increase your Online Marketing Sucess in 2009. As I think we are all aware, our industry is really having to play "catch-up" in this arena. I am taking steps myself to learn this language of social media and understand how I can be connected in a way that will benefit my job, and my business and my life!!  I am on LinkedIN, Facebook, and of course, maintain this blog, which is an on-going learning experience for me.

Please read Top 10 for Online Marketing Sucess in 2009, by Aaron Kahlow. The point is to start taking steps to learn and understand. If  you don't understand the language, then resolve to ask and learn. We can't sit back and call ourselves "computer dinosaurs", and the like, and expect to stay viable and profitable. I do believe this to be true for myself, hence my own education efforts.

Note: Even Holland America Line is adding new features to our site and connectivity. Check out the Holland America blog , which now provides an expanded forum to post and connect wtih others.

The point is, like anything, it just requires focus and intention! I remember when LCD projectors replaced the old Kodak Carrousel projectors we had been using for presentations. I was terrified of this new thing called Powerpoint!  Now there are few of us that could imagine our lives without it! 

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The "Next Generation" Traveler

  • Jan. 15th, 2009 at 2:54 PM


Great article in USA Today online by David Grossman entitled, "Are you a 'Next Generation' Traveler?". Why is this so imporant to know about and understand? "NEXTgen" travelers currently represent 16% of the total U.S. population and 26% of the traveling public according to Lorraine Sileo of PhoCusWright. NEXTgen travelers may be found in every age group. NEXTgen travelers are defined more by attitude than demographics and more by comfort level and interest in technology than age, sex or economic strata.

The internet is essential to this a NEXTgen Traveler as you can imagine. Below are some interesting facts-
  • More than two thirds have broadband or highspeed internet at home
  • 71% search the internet for travel
  • 10% use a brick & mortar agency for their travel plans
  • Video and Graphics are important- 56% have taken virtual tours of resorts or hotel rooms.
  • Only 30% read the Sunday Travel section
  • 71% find family recommendations "extremely" influential.
  • 43% are influenced by travel marketing received directly from Travel suppliers
The article goes on to layout a great synopsis of the mindset of this group. The takeaway as I see it is the glaring need that we have as an industry to increase our collective online presence and influence. We must adapt and shift the way we present ourselves so that the NEXTgen traveler can find us, be compelled by our product offerings, and then inspired to buy from us!

What would a NEXTgen traveler find on your website? Could they even find you? Could you capture them in the 10 seconds of time that it takes for a consumer to decide if they are motivated by you?

Some tough questions but ones that all retail travel agents must confront and then determine their own plan of action and response.

Enjoy this article-- lots to think about!

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So Many Books, so Little Time...

  • Jan. 10th, 2009 at 10:23 AM


I don't know about you, but at the start of every year, I resolve to read more. It is always one of my resolutions, or a better word would be "intentions".  I love the end of the year "lists" that tell me all the books, movies, etc that were the best of the year, that I should have read or seen, but did not! Therefore, I always am a bit behind in my efforts, but better late then never! 

I perused the Dec 15 edition of Advertising Age, which featured  the  "Books you Should have Read" , and I renewed my vow to make my way through the list. I now have a stack of books from Amazon in my office waiting. I have started my first one and had to pause encourage you to read this book.

I am recommending "Grown Up Digital", by Don Tapscott. (and his blog also) To quote Matt Kinsey at Ad Age, "the alternate title of this book could be, "In Defense of the Net Generation. Tapscott's report on findings from a $4 million private study indicate that the children of Baby Boomers just might be more stimulated, and their minds better activated by juggling Google searches and Facebook pages than by reading a book cover to cover. Indeed, their digital gadgets are to them what the television was to the Baby Boomer growing up. To me, this book is a MUST READ if you want the "primer" on the Digital Generation and what they represent to all of us as marketers, salesepeople, colleagues, employers, and parents.  This book was also selected one of  the Best Books of the Year in 2008 by The Economist. Consider it to be the Field Guide for the Boomer or Gen X er! 

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All the Positive News that's Fit to Print!

  • Dec. 29th, 2008 at 10:11 AM
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I am on vacation this week at home here in a very rainy Seattle. I usually use this last week of December to do all of the "year-end" things, such as cleaning my entire house with a Q-tip ( kidding, but I really do a great job!) packing up an enormous box or two to take to Goodwill as I rid myself of what I do not need to make room for those new things that I do need.

I also do a great deal of catch up on blogs, media, and striving to create the perfect IGoogle pages etc. I consider myself to be a glass half full person, but admit that I can get sucked into negativity at times along with even the most positive people. Since I have some time on my hands, I thought it would be interesting to see what news organizations, and websites are dedicated only to positive news. As you can imagine, there are not many sites like this, but at least there are some! Below are some cool links to sites that will raise your spirits and provide positive spin on just about everything! 

 

  • Happy News "delivers real news, compelling stories, and is always positive."

     
  • Gimundo bills itself as "Good News, served daily" and is a very fun site.

  • Ode Magazine is an online community dedicated to "Intelligent Optimists"


As we launch into a new year that will hold some challenges for all of us, it is nice to know that we can choose to tune into media resouces of a positive nature such as these.

Cheers, and now it is time to clean my closets ! 

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