Looking good and staying that way

You know those things at home that need fixing, but after a while you no longer notice them?

Well, it’s easy for established businesses to fall into this trap, especially when the team is working flat-out just to keep the doors open. However, the initial and lasting customer impression of your business will be created through little things like chipped tiles in the bathroom, worn table cloths in the dining area or perhaps some flaky paint on the ceiling of the bedroom.

It pays to get someone with fresh eyes to visit your business and report to you on those things that need attention – you will be surprised at what they notice. Encourage customers to provide feedback, via surveys, on maintenance items and areas of possible service improvement .

There are companies that conduct audits of tourism businesses. For a reasonable fee they will arrange for a customer to use your business on an anonymous basis and then provide you with a comprehensive report about what they liked and what needs attention. It’s a sad fact of Australian consumer behaviour that few Australians complain about inadequate quality or poor service. However, we are good at spreading the word among family and friends about poor experiences. The ‘Mystery Shopper’ process should be able to highlight things before they become a negative for you.

That’s not to say that everything needs to be in 5 star condition. However, if you still market your business as a 4 or 5 star facility, and charge prices accordingly, it is imperative that all aspects and appearances reflect that. Even for budget facilities, routine maintenance is a must, and it goes without saying that scrupulous cleanliness is fundamental.

Regular maintenance for tour operators can mean the difference between operating and not-operating. Even minor breakdowns will affect your reputation. To minimise disruption it is imperative that you have a back-up plan in the event of such an occurrence.

Your business planning needs to incorporate the cost of regular refurbishment. Create a sinking fund for major works and amortise the cost over a period of time. That should be built into the depreciation/ maintenance section of your break-even analysis.

However, don’t fall into the trap of taking great care of the businesses physical assets but neglect the condition of its most important asset – you!

A small to medium business can overwhelm personal and family life, sometimes without you even realising until it is too late. Burn-out, marital problems and family tension are just some of the repercussions of letting the needs of the business overwhelm your life.

Plan and budget for regular sanity breaks - even if it is just a day or two - and also try to schedule a longer vacation at least once a year. If nothing else, getting away and seeing how other tourism businesses and areas operate is a very effective professional development exercise. Getting away for even a few hours to mix with other operators and to obtain new knowledge at industry functions is an important aspect of running a tourism business.

In the accommodation industry it is often possible to obtain professional locum managers to take-over the reins while you’re away. Also try to find a few trusted people you can call-in to allow you to have a short break.

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