creating exceptional experiences & coordinating community...
TRANSCRIPT
Creating Exceptional Experiences &
Coordinating Community Strategies
Presenter: Rebecca Williams
Co-Founder of Dream Manor Inn
Creating Exceptional Experiences
From a single family residence toEstablished 1968
Dream Manor InnPurchased in 2005-today
• Began as 5 Room Bed & Breakfast in July of 2006
• Grew through the recession– In 2010 quit day job and hired son/chef
• Currently a 20 Room Boutique Resort– Created a wedding/Event business
• Future Plans?
• National Geographic Traveler (November 2009)• Arizona Highways (February 2010)• Sunset Magazine (February 2012)• 2011 Gila County Small Business Success Award• 2016 Globe-Miami’s Business of the Year
Received every year it has been awarded since 2011
Arizona’s Award Winning, Beautiful & Affordable Wedding Venue
How did we get there?
• Our Partnership
• Our Life Experience
• Our Community
• Our Awesome Staff/Vendors• Our Attention to detail• Our Fabulous Guests• It’s a “God” thing
Macayo’s QSCC Philosophy
• Quality
• Service
• Cleanliness
• Congeniality
Customer Expectations
=C• Quality
• Service
• Cleanliness
DMI’s Mission Statement:
Provide sincere hospitality, exceptional customer service, and quality products in our beautiful surroundings, as memorable experiences are created for our guests.
Deliver
Promise
Ways to create A/B Experiences
• Website• Differentiators
– Amenities
• Never say “No”• Keep Selling• Management by walking around• Social Media
– Make Videos, Become an Expert
• Congeniality/Hospitality– Staff/Vendors– Get to know your customers
Employees aka “The Team”• Rewarding and Encouraging “A” Behavior
– Become a cheerleader
– Allow other employees to recognize
• Creating a baseline-Job duties, job descriptions, check lists
• Holding employees accountable-Reviews
• Give your employees the tools they need
• Communicate-Team meetings
Other A/B Strategies
• Loyalty Programs
– Rewards
– Gadgets
– Clubs
• Build Relationships
– Newsletters, blogs, social media
• Also gets you more money and recommendations
Coordinating Community Strategies
Some Strategies…
• Calendars/Events
• Messaging/Branding/Facebook
– Be an Ambassador
• A/B Experiences
– Ask for reviews
• From A/B customers
Recommend A/B Experiences
• Keeps them spending money in town longer
• Builds Trust/Loyalty and Return Customers
More Strategies
• Community is more than immediate area
– Rural by choice!
• Visitors Traveling Statewide
– Be an Ambassador and Recommend A/B Experiences
