Gondola Gossip

prices vs. performance

Ever been asked to take a resort of business survey? Whether its email, social media or in person if you've visited a big resort or have a season pass you probably already know what we're talking about. If not… then it's usually a survey with questions about how what you are willing to pay more for. Perhaps everyone would find it refreshing to invest in elevating the performance and experience to catch up with current prices.

When asked the question: if we are willing to pay more for this or that… we should be wondering how much business was lost simply by not responding to emails, phone calls and social media messages? Everyone has had this experience themselves or knows someone who tried to contact a resort businesses from the resorts and big corporations to family owned local businesses and community charities and heard nothing but crickets. You'd be surprised how many "professionals" do not respond to emails or return phone calls, including when people follow up and second and even a third time.

They must be very successful and not need or want any more business or donations to just blow people off. Perhaps they are sending a message that they just don't want to your business or contribution. Maybe mom and dad own the company? Either way common sense dictates someone ask why you'd raise prices when most customers already complain they are too high…and when at the same time your brand or business is ignoring customers and business sitting in their inboxes, voicemails and spam filters? And, yes if you or your employees use maybe you're in my spam filter is today's equivalent of the dog at my homework. If you know business could be in there why don't you check it regularly or fix the filter settings so you don't lose business?

From only focusing on existing clientele or saving money on staff overwhelmed by the current volume of business results is failing to keep pace with new opportunities and maximize revenue. The most over looked ability is pay and retain the right people to make decisions that grow revenues, while addressing challenges as they come up to minimize any consequences. Unfortunately, corporate decision makers often think in terms of cutting labor cost... not investing in the actual people who drive the revenue machines. The fact remains executives have little impact on the actual performance of frontline managers and employees beyond training programs and reacting to problems with complicated policies that only amplify corporate failures.

It's important to recognize while the gap between resort housing prices and cost of living continues to grow and wages do not… cronyism is quickly entrenching itself as an underground currency at every level in many resort communities. From businesses and employment to politics and charities… when managers and employees are increasingly distracted by accommodating locals and friends for personal gain versus professional ones the priorities of attending to customers and growing new business becomes secondary to surviving and living the dream. At the same time in small resort communities the word gets around, and ultimately people recognize they are all not being treated fairly.