How to create engagement from fans on social media:

Having a fan page on Facebook, being on Twitter and writing a blog post every now and again does not always create the engagement on social media you would expect. How can you create more engagement? Here are a few tips:

 
1. Ask questions that are relevant to your fans.
2. Post fill-in-the-blank sentences, i.e. Complete the sentence: Travelling Mystery Guest’s workshops are _____.
3. Ask followers to retweet your tweets.
4. Share videos.
5. Share jokes and memes relevant to your industry.
6. Run competitions.
7. Post a quiz.
8. Comment on other pages’ posts or tweets and create conversation.
9. Share before and after photos.
10. Share photos of guests or visitors (with their consent, off course).

 
To learn more about the basics of social media, be sure to book your seat at our upcoming workshop, back by popular demand, on 6 OR 8 May 2015. For more information, contact Renate on 082 336 1562 or enquire@travellingmystery.co.za.

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Upcoming workshop: Communicating on different platforms

We’ve got exciting new workshops coming up and all will be hosted at the lovely, inviting Eagle’s View Guesthouse and Conference Venue in Little Falls, Roodepoort. Our full-day Communications Workshop will take place on Friday, 3 July 2015, with the option of combining it with a second half-day workshop on upselling that takes place on 4 July 2015. (Make it an outing and stay at Eagle’s View on the evening of 3 July 2015.)

 
The Communications Workshop will include:

 
Communicating verbally
– Opening and closing conversations
– Encouraging conversation
– Positive reinforcement of verbal communication
– Effective listening
– Questioning: Open and closed questions
– Reflecting and clarifying conversations
– Language and jargon usage
– Voice projection
– Self-confidence

 
Communicating non-verbally
– Importance of non-verbal messages
– In combination with verbal communication
– Body movements
– Posture
– Eye contact
– Para-language
– Personal space
– Facial expressions
– Physiological changes

 
Communicating in writing
– How writing has evolved
– Organising the message
– Using the right tone
– Be clear and concise
– Review and revise
– Basics of grammar and spelling
– Signatures
– Advantages and disadvantages

 
Communicating on social media
– Different platforms in South Africa
– Tagging and crediting
– Hashtags
– Professional VS friends and family
– Personal contact VS spreading news online
– Social media communication etiquette

 
Additional topics may still be added.

 

Other upcoming workshops include:

6 May 2015 OR 8 May 2015: Back by popular demand: The basics of social media for small businesses and individuals

3 June 2015: Create your company’s own customer journey map to get to know your customer

 
For more information, contact Travelling Mystery Guest on 082 336 1562 or enquire@travellingmystery.co.za.

We’re Hiring

We’re looking for a student who would be willing to assist with sales and marketing for Travelling Mystery Guest on a commission basis.

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Travelling Mystery Guest is based in Pretoria, marketing its Customer Journey Evaluations, Social Media Marketing and Workshops through the whole of South Africa. Current clients include BON Hotels, Protea Hotel Durbanville, LIFE Grand Cafe, Caramello’s and more.

 

The position is temporary, with the opportunity of becoming part of a very exciting, growing company in the tourism and hospitality industry.

 

Requirements:

Own transport, availability during the week to see prospective clients and to meet with the company’s owner for catch-up meetings and planning, a positive attitude, professionalism and a love for the hospitality and tourism industry.

 

For more information on the company, students are welcome to visit the website (www.travellingmystery.co.za) / they can follow the company on Facebook or Twitter (@TravellingMG).

 

Students who are interested can contact Renate de Villiers on 082 336 1562 / enquire@travellingmystery.co.za for an interview. CV’s are compulsory.

 

Upselling: A useful tool in the hospitality industry

Upselling, also known as suggestive selling, is an ideal tool in the hospitality industry, as it not only gives staff the opportunity to create larger sales, but it can also be used to create greater customer satisfaction.

 
Yes, many times, the word “upselling” can leave a bitter taste in your mouth due to sales people nagging and nagging you to buy certain products. I believe that those sales people just haven’t had the right training – especially when it comes to the hospitality and tourism industry. In our industry, it’s all about the customer experience and customers definitely don’t want to be bombarded with sales pitches. Still, they do expect staff to tell them a little more about services offered, the current specials or things that they might be interested in.

 
Upselling, when used correctly, gives you the opportunity to get closer to your customer. To get to know them better.

 
Interestingly enough, we tend to use the word upselling incorrectly sometimes. Let me explain:

 
If a guest buys a room for R1200 per night and the reservationist offers the guest a better room with a view and an en suite bathroom at R1500 per night, that’s upselling. Cross-selling, on the other hand, is when you sell products that are different, but related, to the product that has already been bought. An example: If I buy a room at R1200 per night, the reservationist offers me the option of adding a spa treatment at the spa next door at R600. With upselling, the price of the product being bought is increased. With cross-selling extra items are added to the original product to increase the sale.

 
Keep in mind that it’s not a race, but rather a route to follow to help the customer get more value from your business, eventually creating more loyal customers who are sure to return time and again.

 
Groovehq.com mentions a few reasons why upselling and cross-selling are so positive:
1. When done right, it builds deeper relationships with customers.
2. It’s easier than selling to new customers and helps you grow.
3. Upselling increases customer lifetime value.

 
Teach your employees how to use upselling and cross-selling effectively by attending Travelling Mystery Guest’s upcoming workshop on this topic on 4 July 2015 (combined with 3 July 2015 workshop on communication) or 8 July 2015. For more information, contact Renate on 082 336 1562 or enquire@travellingmystery.co.za.

Notes on SA’s restaurant industry

The hospitality industry is not an easy industry to be in. It’s long hours, often unthankful customers and not necessarily great pay. Still, many people are in the industry for the love of serving others, being hospitable and enjoying the opportunity of meeting new people every day. The industry can get you down sometimes, though, and I believe that this is one of the main reasons customers don’t always get the service they expect. I’ve made a list of the main things I have noticed are not being done professionally in many South African restaurants:

 
Up-selling
Staff are often uncertain about menu items and specials and do not have the confidence to up-sell the restaurant’s services to its customers. Train employees to know the business and to believe in it and they will sell it to your customers.

 
Communication
It’s often the case that guests are not kept in the loop of things while waiting for their order at a restaurant. Remind employees to keep their customers informed regarding waiting times and current specials.

 
Personal Neatness
There is a certain standard in the hospitality industry regarding personal hygiene and personal neatness. Make sure that your staff know what this standard is and that it should be adhered to at all times.

 
Pulling out the chair
It doesn’t happen very often that a waiter pulls out a chair for a lady, but if it happens, it makes her feel special and welcome. Remind staff to make guests feel welcome with small, professional gestures like this.

 

Have a great Easter and keep striving towards customer service excellence!