Last week I attended a marketing event designed for South East tourist venues to showcase their 2012 products to Group Tour Operators; a necessary pleasure for any Blue Badge guide to visit. After time with some of my favourite venue representatives I turned to a large Historic House stand and the following conversation took place. England London
Me: “Hi, what’s new for 2012, then?” England London
Historic House Representative: “Well, the entrance fee has gone up £1.00 per person.” London England
Me: (rather deflated): “Oh well, I suppose it had to happen, what else?”
HHR: “And during special events in the summer it’s gone up £2.00 per person.”
Me: (feeling a bit knocked back now) “And what else is new?”
HHR: “No, nothing else.”
Me (completely gobsmacked)
I’m a very long way from being a marketing expert, but I am a customer and I do want to know what sort of bang I’m getting for my buck before I spend it. Clearly the HHR was parroting what was important to him/her & not thinking about the customer’s angle. What was the Venue Manager thinking of? Certainly not training!
Note to self: Remember what the customer wants to hear.