Online Networking

Posted At : November 18, 2008 12:01 PM | Posted By : Heather McElhiney
Related Categories: General,Hospitality,Technology

So, I recently started using my Facebook page. I say using because I have had an account for a while, but never did anything with it until recently. Now I am obsessed… But I am also amazed. I am amazed at how many people I know who are using this “networking medium.” And more so, they are really using it! My friends post daily and I am more in touch with them now, when they live all over the country, than I was when they lived next door. Amazing… But it doesn’t end at Facebook. There is MySpace, Plaxo Pulse, LinkedIn, Flicker, Google Groups, Craigslist, YouTube, countless blog sites, etc. I have an account on a few of these and I try to keep them current, but it takes time and perseverance. I am afraid to use other mediums, such as Twitter, as I do not need another technological addiction. My RSS feeds keep me busy enough, thank you very much.

So my question for all of you is: how do all of these great networking sites affect all of us in the meeting community? Do you use the technology? Does it help you do your job more efficiently and effectively? Would you use them for business purposes? Right now I have a separation between my personal life and my professional life, but I am seeing that line being blurred. We at the SCTB have been talking a lot lately about how to use these tools to the advantage of our members and clients and we want to hear from you! So, do you tweet?

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Hospitality and the Word “NO”

Posted At : August 14, 2008 4:16 PM | Posted By : Kathy Denkenberger
Related Categories: General,Hospitality

Webster’s definition of hospitality goes like this:

“Hospitable reception, treatment, or inclination.” Ok – so let’s go now to hospitable:

“Treating guests with warmth and generosity; not narrow-minded; receptive”

Saratoga’s claim to fame is Health, History, Horses and HOSPITALITY! So when you’re well known for always saying “yes” how do you deal with having to tell clients “no”?

First, we try very hard not to use the word no in our office. Seem impossible? Not really if you put your thinking caps on and get creative.

I’ve attended several workshops by “The Telephone Doctor” Nancy Friedman, who presents a phenomenal seminar and is a recognized expert in customer service. She maintains you can tell someone’s mood from the moment the phone is answered.

She’s right! At the SCTB we strive to answer the phone personally, in a timely manner, and always in a friendly, welcoming voice. We’re polite and we make every effort to make you feel like your call is welcome every time. If we don’t have an answer for our clients, we try to find one. If ultimately the answer is “no” we strive not to say it quite that way.

Let’s face it – what is one of the first words we learn as children – “mama, dada and NO”! So we are going to try a little exercise that helps us block out that word and by doing that – we are striving for what we want all our customers to have – “The Ultimate Saratoga Experience”

Let’s say that someone calls and asks for the impossible (nothing is impossible but sometimes unreachable). Our answer could be: “That’s a great question” or “I wish I could” or “I’m really not quite sure about that one – let me get back to you”. By doing this, we aren’t shutting the door, we aren’t giving false hope and most of all, we aren’t turning away potential business for our city. AND, if we’re perky, nice and friendly on the phone (they say you should be able to feel someone’s smile through the phone) we haven’t made that person feel unwelcome.

As we welcome conventions and visitors to our beautiful city, let’s stop and think for a moment before we shut someone down with “no”. Instead, let’s look them in the eye – or speak into the phone -- with a smile on our face and a welcome tone in our voice. We all benefit by using this positive approach. A better attitude makes a better day.