I attended a trade show in Florida late last year, flying into and out of Daytona Beach International Airport, a smaller airport that is serviced by only three airlines (Delta, American, and JetBlue) with a limited number of arrivals and departures. During the event, we stayed at the Hilton Hotel that was the designated host hotel for the conference. At the close of the conference, we were anxious to return home to Bradley International Airport. We had a connecting flight in Charlotte, where the airlines were already cancelling flights in advance of a large storm that had a bullseye on the Carolinas. Timing was critical.

Our flight out of Daytona Beach was on a plane that arrived with a mechanical issue that needed to be addressed, delaying departure on this, the last flight out of the airport for the evening. The delays were extended, due to the fact that there are no technicians available in Daytona Beach to sign off on a safety report. The plane was not moving until after a technician could drive in from Orlando. The gate counter had a line of people who were trying to explore their alternatives, essentially the choice between spending another night in Daytona Beach or waiting for the plane to be approved for its late departure. Unless your final destination was Charlotte, you were going to be stranded there for at least another day.

Some of the passengers were more irate than others, taking out their frustrations on the gate agents, seemingly without understanding that the situation was beyond the control of those airline employees.  In our instance, treating them with due respect, one of the gate agents and her supervisor went well out of their way to find alternate arrangements to get us home with the least delay possible. Flying to another airport, such as Boston or Providence, was not an option because our car was parked at our home airport outside of Hartford. American Airlines departures from Daytona Beach only fly to Charlotte, so our workaround involved getting us to another airport with alternate destinations.

The airline pulled our checked bags (refunding our baggage fees), paid for a taxi to take us to the airport in Jacksonville, arranged for a ticket agent to work overtime to meet us at the ticket counter in Jacksonville (that was otherwise closed by the time of our arrival), and paid for us to spend the night at a Hilton Hotel near the airport so we could catch an early morning flight that would connect in Philadelphia rather than Charlotte – ahead of the coming storm. This was customer service above and beyond anything that could be reasonably expected. Let me add that we were not flying first class but in economy seats.

If you have been following the news recently, you probably recall that several airlines have suffered some widely reported public relations disasters. There was the United Airlines incident where a passenger’s puppy died after they were forced to stow it in the overhead bin and another incident where a passenger was dragged from an overbooked United Airlines flight when he refused to voluntarily surrender his seat to another passenger. Recovering from bad press can be a slow and difficult process. Fortunately for most small businesses, customer relations incidents generally occur on a one-on-one basis. As long as you do the right thing, reasonable people will appreciate your efforts. These are example of successful customer service. The customer service failures in this story begin with Hilton Hotels.

The ticket agent working overtime at the American Airlines counter in Jacksonville was tasked with making our hotel arrangements at the nearby DoubleTree by Hilton airport hotel. When he called both Hilton reservations and the local hotel’s front desk, he was told that no rooms were available. I fired up my laptop, went to my Hilton Honors account, and saw that there were plenty or rooms available at the hotel. What Hilton would not do – after 10:00 PM on a night where they had dozens of vacant rooms that would otherwise generate zero income – was honor the so called “distressed passenger” discounted rate that is the usual arrangement between hotels and the airlines. We had to pay for the room ourselves, and then provide a receipt to the airline for reimbursement (which was processed and paid quite promptly.) Think of this from a campground’s perspective. If you have unsold inventory at the last minute on the day before the start of a summer weekend, you are likely to offer space at a discount rather than leave a site vacant. For a hotel, 10:00 PM on the night of arrival is definitely the last minute to sell an otherwise vacant room.

Also if you have been following the news, you know that both Hilton Hotels and its DoubleTree brand have suffered some public relations disasters over the past year, not the least of which was the incident in December of 2018 where a registered guest (who happened to be African American) was evicted from the DoubleTree Hotel in Portland, Oregon for using his cell phone in the lobby. With bad press like that, you would think that DoubleTree by Hilton Hotels would be going out of its way to try to cater to its customers. Public relations disasters are almost always preventable, and public relations success stories almost always result from employees who have been empowered to do the right thing, every time and under all circumstances. Of course, this does not mean that every Hilton or DoubleTree Hotel is problematic, but bad press for any member of a franchise casts a shadow of doubt over the entire chain.

Some might argue that providing exceptional customer service is too costly and time-consuming or that the good deeds are rarely recognized beyond the direct recipient. I would argue that consistently positive customer relations can serve as the foundation of a company’s success. In the long run, it is a winning strategy.

Wait, There’s More …

Did I mention how pleased I was with American Airlines? Well, it did not take long for this enthusiasm that American Airlines had generated to get flushed totally down the drain. Allow me to explain …

Three months later, I happily returned to American Airlines to book a flight from Hartford to Colorado Springs, paying $463.00 for my round-trip fare. My return flight was one of 40 flights that were cancelled on March 7, 2019 when 14 of American Airlines’ Boeing 737-800s were taken out of service due to mechanical issues with overhead bins.

Upon notification of the flight cancellation, I called and spoke with an American Airlines ticketing agent who, over the course of a lengthy telephone conversation, assured me that my ticket had been transferred to United Airlines for a return to Hartford via United. On the basis of this assurance, I checked out of my hotel, returned my rental car, and proceeded to the United Airlines ticket counter in Colorado Springs, where I was told that I did not have a ticket.

Going back and forth between the United and American ticket agents in Colorado Springs, I was told that American Airlines would not transfer my ticket because I had purchased a basic economy fare. I understood that this fare meant that I would board in the last group, not have pre-assigned seating, would not be eligible for upgrades, and that I would not qualify for flight changes or refunds due to changes in my plans. I was there to fulfill my end of the agreement and was not of the understanding that this fare would disqualify me for the transfer of my ticket to another airline in an instance of a mechanical failure on the part of American Airlines.

Without any viable options, I paid United Airlines $1,312.00 (plus a $30.00 baggage fee) for economy seating on my return flight. The American Airlines ticketing agent in Colorado Springs told me that I could contact American Airlines for reimbursement for the unused portion of my fare. I requested not only that reimbursement but reimbursement for the full amount that I paid to United Airlines after I had been told that American had transferred my ticket.

While I understood that American Airlines was under no obligation to offer me this compensation, I would hope that under consideration of my past loyalty and future travels, it would choose to do the right thing. It did not. It has been over 6 weeks since I wrote to American Airlines, and they have not even responded to my letter, let alone issue a refund. I know that, like several other airlines, American has been taking a hit with the grounding of its Boeing 737 Max 8 fleet. On the other hand, they have not been too preoccupied to prevent them from spamming me on a daily basis, promoting dubious travel deals and a variety of ways to earn AAdvantage miles. I will pass.

The lesson I have learned, in addition to NEVER again buying a basic economy airfare ticket, is that big companies like American Airlines can never be trusted to do the right thing in the long run. My enthusiasm has been crushed, and my loyalty has been obliterated. Thanks for nothing, American Airlines!

Too many business owners stress over what their competitors are doing, when they would be better off concentrating on what their customers want. Campground owners are no exception. Probably the most common fear is having a rate structure that is higher than that of nearby competitors. One of the questions that I most frequently field – typically right after the first of the year – is “What do you see other parks implementing for rate increases?” The insinuation is that unilaterally raising rates will somehow lead to a mass exodus of campers toward the lower-priced parks. This notion presumes that camping is a commodity where decisions are solely based upon price, without regard for customer loyalty or the many features and amenities that differentiate one park – or one campsite – from another.

A Glampsite at Cape Cod Campresort

That logic might apply to campers who are looking for nothing beyond the basics … the same customers who are not going to spend any money in your store or for added services, and who are the most likely to complain about everything from guest fees to your “no refund” policy. On the other hand, there is a growing and lucrative market of campers who are seeking out – and willing to pay for – little extras in their accommodations. Whatever the sites might be called, there is a growing demand for premium, premier, and super deluxe campsites. I reached out to the owners or managers of three parks that are noteworthy for fearlessly raising their rates on their upper tier of sites, and I asked them to share their thoughts on their experiences. We are all familiar with the aphorism that “a rising tide lifts all boats,” summarizing how everybody benefits from those who are willing to lead rather than follow. The entire campground industry can thank parks like these that have taken the initiative to lead rather than follow.

Wells Beach Resort

Wells Beach Resort is a family-owned and operated campground that is in its 48^th season of business along the southern coast of Maine. Kevin Griffin commented how his father, Ken Griffin, began converting standard RV sites into premium sites about 30 years ago, as a means to better satisfy changing customer demands and raise site rates. According to Griffin, “It was a decision that we’ve never regretted, but at the time it was something of a risk, not knowing if the added premium site features (e.g., carpeted patios, 50 amp electrical service, larger parking spaces) would be worth the investment. We started converting sites slowly but were pleasantly surprised to discover that there was a very strong customer demand for upgraded sites. Weighing costs against benefits, we decided to accelerate the site conversion process over a span of decades. Today about one-third of our sites have been converted from standard to at least premium status. We also have a newer class of upgraded premium sites that we call ‘Premier.’ Our Premium and Premier sites have nightly rates that are approximately 10 to 20 percent higher than our standard RV sites, but the demand for upgraded sites is still greater than the demand for less expensive standard sites.” He concludes that, if park owners are looking for a way to make customers happy while simultaneously increasing their pricing power, upgrading standard RV campsites is definitely an avenue worth exploring.

Black Bear Campground

In his travels along the West Coast, Frank Merrick, manager of Black Bear Campground in the Hudson Valley of New York, had noticed the trend toward offering true 100-amp service at RV sites. Making 50-amp service available on two separate power pedestals or through two power boxes at one source at individual RV sites allows campgrounds to accommodate the largest of all-electric rigs, which are gaining in popularity. Merrick decided to offer a limited number of true 100-amp sites at his park, in an attempt to draw these larger, all-electric models to the area. These sites were created and offered at a premium price, approximately 10% higher than the existing full-hookup sites at the park.

According to Merrick, “Results were positive as 2018 bookings began to increase, with a sizable percentage of new reservations requesting the premium sites.” As it turned out, only a few of these RV’ers had large, fully-electric rigs that truly required the 100-amp service, while most simply desired – and were willing to pay for – the larger sites that include this service option. Recognizing that opportunity, Black Bear decided to make these sites even more appealing by adding a few more features: a sod grass ‘back yard’ with rows of small privacy trees at either side, offering a bit more shielding from neighboring sites; two picnic tables per site, with a rock-lined pathway to the table in the ‘back yard’; and both a standard fire ring and a cemented iron grill at each site. According to Merrick, “the front and service area of each site was rocked with I9 for a comfortable spot to park an RV and any accompanying vehicles.” He added that “the rock also eliminated the need for grounds maintenance to mow or power trim directly next to a customer’s RV, lessening the possibility or occurrence of damage by the maintenance equipment.” Most of the items needed to upgrade these sites were already on hand at the campground, minimizing the cost of the aesthetic improvements, especially when compared to the number of bookings at the increased rates for these ‘Premium Sites’.

Cape Cod Campresort

Anthony Newman Sr., the owner of Cape Cod Campresort in Massachusetts, has been offering his campers ‘Glampsites’ for five years as of 2018, upgrading many of the existing sites and cabins to the park’s ‘Glampsite’ class of service. According to Newman, “We have seen little to no resistance to price increases which represent a minimum of $10.00 extra per site per night at this time. Typical upgrades to sites include pavement on the actual site pad, barbecue grills, paver patios, upgraded fireplaces, a grassy picnic area, upgraded picnic tables with umbrellas, and pea-stone parking spaces. The sites are very eye-appealing and we are finding almost 100% repeat requests for these sites despite the added cost.” Newman says that his average cost to upgrade one of these sites is $2,500.00; however, he says that his seasonal guests are willing to pay $1,000.00 extra for a ‘Glampsite’ and that the park actually has requests from existing seasonal campers willing to pay extra if their site can be ‘Glamped’. Newman concludes, “We figure in general about a two to two and half year payback on the upgrade investment. We plan to continue upgrading at least 10 more ‘Glampsites’ each year.”

Based upon the proven experience at these three parks, where management was not afraid to get ahead of the curve in offering guests premium amenities at a premium price, following suit in your park would appear to be a far less than risky venture. In fact, it is likely far riskier to maintain the status quo by continuing to market your park to a base of campers who make their decisions primarily upon price.

Successful business concepts today generally involve entirely new ways of thinking. In the world of computer software and mobile apps, the terminology is known as disruptive technology, and it refers to the fact that nothing really new or transformative comes from simply applying a new coat of paint or polish to something old and familiar. In a broad sense, the personal computer and the cell phone were among the greatest disruptors of recent time.

If you go back in time, other ground-breakers included the friction match, the printing press, the incandescent light bulb, the internal combustion engine, film, radio, television, and so on. Certainly, some of these inventions evolved over time rather than instantly bursting onto the scene. Television, for example, gradually evolved from radio to the flat-screen displays of today.

From the dozen local VHF channels of the early years, came UHF adapters, cable, and satellite systems that now bring hundreds of programming options into the home of any subscriber. Even the remote control has evolved by leaps and bounds from the original Zenith Flash-Matic, introduced in 1955, to the programmable, multi-function devices of today. I remember a very primitive one-button remote control on my family’s Sylvania console TV back in the 1960s. We could not watch TV during a thunderstorm because lightning made the remote control go crazy, endlessly changing the channels on the motorized tuner!

Disruptive ideas are far from limited to the technology industries. In the customer service industries, we need to think less like our grandparents and more like our next generation of customers. For campground owners, this means thinking outside the box, seeking out the next new idea that will appeal to your guests. When was the last time you invested in a major piece of new recreational equipment? Not simply a new playground, but things like a fitness course, canine agility park, jumping pillow, gem mining station, laser tag, or spray park. And when is the last time that you really shook up your activities schedule, adding an event or two that will run the risk of being ahead of its time but that could also prove to be overwhelmingly popular?

There are a couple businesses in New Jersey that fall under the “who wudda thunk it?” head-scratcher concept category. Stumpy’s Hatchet House was founded in 2015. Its first location, in Eatontown, was the first indoor hatchet-throwing facility in the United States, probably a lot more fun than either bowling or darts. Customers pay $40.00 per person for a two-hour session that includes safety training, a lesson, hatchet rental, and use of a hatchet pit. A separate party room can be rented by groups, or the entire venue can be rented for $1,500.00 per hour (up from $1,000.00 a year ago.) Spectators (referred to as “non-throwers”) pay a cover charge of $15.00 each. Stumpy’s is opening 3 more locations in June 2018, with a total of 12 locations soon to be in operation in 7 states.

Located in West Berlin, New Jersey, Diggerland USA is the first and only construction themed adventure park in North America, where children and families can drive, ride and operate actual heavy construction machinery. The park covers about 21 acres and is comprised of over 25 attractions, the majority of which are real, diesel powered, full size, pieces of construction equipment. Guests who visit Diggerland USA can drive full size backhoes, dig giant holes with real excavators, and operate just about every sort of construction machine you might imagine. Guests pay $129.00 for a one-hour package operating one machine, $258.00 for a two-hour package operating two machines, $387.00 for a three-hour package operating three machines, and an extra $395.00 to smash a car. There are also group packages and special adult sessions called Diggerland XL, designed for adults over the age of 18 and including more unrestricted equipment operation.

Both of these businesses fall under the umbrella category of the adult fun industry. Time will tell whether these ventures will take off and succeed in the long run, but most service businesses today are not planning where they will be 50 years from now. Serial entrepreneurs work within a far shorter time-frame (typically 10 years) within which to take risks, hopefully profit, move on to the next venture, and sell to a new investor. When you come right down to it, how many campgrounds are not currently for sale, given the right price and circumstances, along with a ready and willing buyer?

A park that embraces concepts on the cutting edge (no hatchet-throwing or excavator puns intended) will profit in the short run and tremendously increase its value in the long run.

I opened a box of breakfast cereal recently, and the inner bag of contents reached about half the height of the packaging. It was a classic example of the disclaimer that warns us that “contents are sold by weight, not volume”. If the packaging properly matched the size of its contents, it would have been half the size, have far less visibility on the supermarket shelf, and I probably would have passed on a purchase that did not appear to represent a very good value. You might say that I was deceived into making the purchase. Even though I liked the cereal, I am unlikely to purchase it again.

There are so many instances where corporate marketing decision-makers seem to underestimate the ability of their customers to make informed buying decisions and to alternately choose substitute products. Then there are instances that border on collusion, where companies follow the lead of a competitor who trail-blazes a reduction in product size without a corresponding reduction in price. For example, it only took one orange juice company to shrink its half-gallon container down to 59 ounces before every other company quickly followed suit. The same thing happened with ice cream, where the half-gallon container somehow evolved into a quart and a half. Perhaps the greatest offenses to consumer intelligence are meaningless comparison claims. I recently purchased a 50 ounce container of liquid laundry detergent where the label prominently stated “25% more ounces” (in a 36 pt. bold font) “vs. 40 fluid ounces” (in a 6 pt. light font). Needless to say, that claim did not influence my purchase.

Respect Your Guests’ Intelligence

People who feel that they have been somehow deceived into making a buying decision are almost never going to be return customers. When it comes to the outdoor hospitality industry, one of the biggest complaints is when guests feel like they are being “nickeled and dimed” during their stay. Although it is far preferable to avoid the imposition of add-on fees for incidentals like showers, Wi-Fi, or your planned activities, it is very important that any such fees be fully disclosed at the time of reservation. (One of my pet peeves is the imposition of so-called “convenience fees” for the making of reservations themselves!)

My best advice is to bundle as much as possible into your basic fees, promote the value within your rate structure, and stop presuming that people are comparison shopping for price without reading the fine print. One trend that I hope does not make inroads with the outdoor hospitality industry is the growing practice of hotels to impose so-called “resort fees”. This practice is so deceptive that it has generated lawsuits filed on behalf of consumers by 47 state attorneys general, who had recently negotiated an agreement with the Federal Trade Commission, until the Trump administration ordered the FTC to back off, siding with the hotel industry rather than the interests of consumers. Nonetheless, guests have little or no tolerance for deceptive rate embellishments.

Consider the All-Inclusive Approach

A far better – and opposite – approach is the all-inclusive concept, where guests are willing to pay a premium for the privilege of avoiding add-on fees. The all-inclusive concept originated with Club Med way back in 1950. It is the rule rather than the exception in some vacation destinations such as Mexico and the Caribbean. The concept has since been embraced by resort operators, cruise lines, travel agencies and online booking companies, several major airlines (including United, JetBlue, and Southwest), hotel chains (including Marriott and Hilton), and even wholesale buying clubs like Costco.

With all-inclusive pricing, as the name implies, guests willingly pay a premium fee for the privilege of vacationing without having to pull out their wallets throughout the course of their stay. All-inclusive pricing is most popular with destination resorts and highly competitive, saturated tourism markets. Probably the best known and most broadly marketed of these practitioners is Sandals Resorts International, which now promotes the tagline of “more quality inclusions than any other resorts on the planet”. Their all-inclusive stays include accommodations, dining, wine and spirits, golf, water sports, scuba diving, land sports, and entertainment. Even here, there are fee-based options such as spa treatments, premium wines, and scuba certification, as well as some restrictions on golf that vary from one resort or level of accommodations to another. The bottom line is that guests feel that they are being offered far more than they would otherwise expect.

Unfortunately, when I perform a Google search for the terms “all-inclusive campgrounds” or “all-inclusive camping resorts”, the results are pretty limited. I am more likely to find dude ranches, cabin resorts, and family resorts that do not fit the definition of a campground. Nonetheless, it seems that there is a small but growing list of campgrounds, ownership groups, and franchises that are discovering and beginning to capitalize upon the “all-inclusive” buzz words.

When I clicked through to the website of a campground in Michigan that calls itself “all-inclusive”, I found that it did not charge extra fees for most of its planned activities (something that is not all that uncommon); however, it charges extra fees for bike rentals, boat rentals, boat launching, and a few other “add-ons”. Another park in Wisconsin is promoting its all-inclusive pricing but is also charging for a short list of optional services that include boat and golf cart rentals, its laundry, and honey wagon service. Finally, a Jellystone Park in Texas is really promoting an all-inclusive pricing concept that includes full use of a wide range of recreational amenities – from miniature golf to a jumping pillow to a splash park. In each instance, the point of emphasis is not the list of fee-based options but the list of what is included at no additional charge.

The key to growth in the family camping industry has always been to draw in a new wave of guests who do not currently consider themselves campers. To reach them, offer them the unexpected and create the perception of overwhelming value that they have come to appreciate elsewhere. An all-inclusive approach to pricing may prove to be an idea whose time has come.

It is human nature that we all tend to resist change. From brand loyalty to daily routines, we tend to be pretty predictable as individuals. When it comes to the browsers that we use to surf the Internet, we tend to be quite settled in our ways, with very few of us whimsically switching from Safari to Edge to Opera. Part of the reason has to do with the way we each like to stay within our own comfort zone, and another part of the reason involves convenience. Switching to a new browser can be a somewhat daunting task, with bookmarks, history, remembered passwords and other settings to be either imported or rebuilt.

In my own instance, I had been loyal to the Firefox browser for several years now, ever since Internet Explorer’s difficulties pushed me over the edge. More recently, I had been reluctantly tolerating the fact that Firefox was either locking up or crashing on my relatively new Windows 10 computer for several weeks. It got to the point where its misbehavior became predictable, with a day when Firefox did not crash being about as rare as a three dollar bill. I continued to wait for the next Firefox update to resolve my problem – after all, I had auto-submitted probably 100 error reports to Mozilla over this time – but to no avail. When it locked up, I would often check Windows 10 Task Manager, and I would find that Firefox was using 15% of my CPU capacity and taking up way too much memory.

Enough was enough. I decided that I had run out of patience, and it was time to leave Firefox behind as my default browser. Although most of us are familiar with only a handful of options, there is actually quite a collection of available options. I was gravitating toward Vivaldi, but neither the LastPass password manager nor the Disconnect ad blocker that I rely upon support the Vivaldi browser. Based upon plug-in support, I decided to move to Chrome, and I am seeing a remarkable improvement in the speed of my browsing experience, with Chrome using about 0.1% of CPU capacity and barely more than 0.001% of my system’s RAM.

For a variety of reasons, it is difficult to compile really accurate statistics regarding browser usage, even in only the United States, let alone globally. If you check your own website’s statistics in Google Analytics, you will notice that a very high percentage will be identified as “unknown”. Probably the most reliable data is presented by Net Market Share, where it is clear that on desktop computers and tablets, Chrome is the leader of the pack and gaining ground, Internet Explorer is rapidly losing market share (with few users embracing Microsoft Edge as its replacement), and Firefox, Safari, and everything else is pretty much just holding its own with far lower percentages of users. These trends are also tracked in the ongoing browser statistics compiled by W3Schools.com.

Of course, smartphones are accounting for an ever-greater share of Web browsing, and they present an entirely different set of statistics, where most users tend not to switch away from the default Android or iOS browser that comes installed on their devices.

You may be wondering why this might be important to you. First of all, go ahead and embrace change in your own browsing habits. Almost incomprehensibly, the (fortunately dwindling) numbers of Internet Explorer users include people who are still using IE10, IE9, IE8, and even older versions, seemingly oblivious to the fact that IE 11 was replaced by Microsoft Edge, where the current version at the time of this writing is Edge15. Running older versions of browser software represents a severe security risk, particularly when that browser is no longer supported by its developer (Microsoft, in the instance of Internet Explorer.) There is a big difference between being loyally running the latest version of Safari on your Mac and blindly running Internet Explorer 8 because it came installed on your old Windows 7 computer.

From a business perspective, it is important that you (or your webmaster) check how your website renders and performs on all browsers, operating systems, and devices that are commonly in use today. Some sites look fine on some browsers but less than perfect on others, whereas many older sites are essentially useless on mobile devices.

Not that long ago, I checked the new website of a campground using the Firefox browser that was still my default at the time. The site, which looked very nice with its embedded YouTube video, embedded widgets and more WordPress plug-ins than you could shake a stick at, would barely load in Firefox and who knows how it works in all those versions of Internet Explorer that people are still using. (Yes, it works much better in Chrome!) Well, according to Net Market Share, Firefox holds 11.79% of the current market share, Internet Explorer’s various versions still occupy 18.95% of market share, and I do not know of a single campground that can afford to risk driving away over 30% of its potential customers.

Going back to that content-heavy website, another very interesting and eye-opening test measures the actual cost of viewing a site on a mobile device using the most popular mobile service providers in various countries (those providers being Verizon and AT&T in the United States.) Calculating the best case scenario using the least expensive data plans, the actual cost of visiting that website is $0.86 in the United States and a whopping $1.65 in Canada (based upon U.S. dollars.) If your potential guest is on a limited data usage plan, a site like this with 9MB of total loaded content is not making a favorable first impression. Chances are those people are not going to wait for the site to load and run up their bills. To run a test of your site, visit What Does My Site Cost?

Are you in the mood for another test? Although any website (unless it uses Flash) will render on a mobile device, it may or may not present optimized content on either Android devices or iPhones. To test your site’s appearance on mobile devices, use the Google Mobile-Friendly Test, where the results might present a rude awakening of how your site appears to perhaps 50% or more of its visitors (many of whom will then abandon your site even faster than they found it!)

As you can see, choices in Web browsers can have far greater implications than first meet the eye. Although Firefox is no longer my default browser, it is still running on my computer for testing purposes, along with Safari, Edge, Opera and, of course, Chrome. If your site’s testing is not up to par, particularly in terms of its overall mobile-friendliness, it may be time to consider its overall cost to your park in potentially lost business.

I logged onto Facebook this morning, and I was immediately presented with a sponsored display ad hawking a t-shirt design that read, “Never underestimate an Old Man who listens to Neil Young and was born in September.” If I was naïve, I would see that ad and think, “Wow! This is my perfect t-shirt”, then order one. In the short time in which this ad has been displayed, it has been “liked” by 480 people, shared by 182 people (multiplying its reach at no charge to the advertiser), and has received 61 comments. Every one of those comments is from a man who confirms that he was born in September (usually adding a year from the 1950’s or 1960’s) and wants one of the shirts.

Is the fact that I was shown this advertising a coincidence? No way! It is custom-tailored to my identity. If I went to the order page and modified the URL, I could display any of a number of t-shirt designs based upon:

• The name of the performer.
• The birth month.
• Whether I was a man or a woman.

Here is an example:

To make the ad even more effective, the ordering page includes a countdown clock to create a false sense of urgency:

Depending upon how you view it, being presented these ads is either a brilliant use of Facebook’s marketing potential or an egregious violation of the personal privacy of Facebook users. In this case, I was being shown advertising that was based upon the disclosure of my gender, age, month of birth, and taste in music … all information that I had either voluntarily or unwittingly published on Facebook for either my friends or the world to see.

Yesterday, I was presented with another variation of the ad, based upon the fact that I drive a Jaguar … another fact that I had disclosed on Facebook. Now, I can also order a coffee mug! I am sure that I could modify the URL on the ordering page to change the design to show the name and logo of just about any car company. (On a side note, I have to wonder if these performers and companies are being paid royalties by the t-shirt company for use of their trademarks.)

You may think that this is all innocent, fun, and the price we pay for the otherwise free use of social media apps like Facebook, but there is more involved. I don’t know how many times I have seen friends on Facebook post a complete set of answers to 50 personal questions such as the name of their elementary school, their first phone number, name of their eldest sibling, and so forth. Whenever I see this being treated as a harmless and fun exercise, I cannot help but ask myself, “Are you insane?” If any of these questions and answers seems familiar, it is because they are among the same ones that are used as security tests on your online banking or an e-commerce site when you reset a password. Yes, the name of your first pet can lead to the theft of your identity!

You may have seen the recent news about the “Google Docs” phishing scam that proliferated in e-mails on May 4, 2017, said to be the most effective e-mail worm since the “I Love You” virus that caused havoc back in 2000. The scam was effective because it looked legitimate (it is so easy to copy the appearance of a legitimate website!), came from somebody you knew (rather than some random name chosen by a hacker in Belarus), and was spread through the type of shared online document that we have come to accept as routine. Even cautious recipients who would never open an e-mail attachment from a stranger thought that it was safe to download the same sort of document that appeared to have been shared via a cloud service by a known sender. All of these scams, whether relatively harmless or downright nefarious, play upon the human willingness to trust those with access to our personal information.

At the moment, leading into Mother’s Day 2017, there are several gift card scams that are proliferating on Facebook almost faster than they can be identified and taken down. One purports to offer a $50.00 coupon for use at Lowe’s home improvement stores in exchange for taking a short survey, in which you will be disclosing a wealth of personal information. Another purports to offer a $75.00 coupon to Bed Bath & Beyond, the same sort of scam that attempts to gather your personal information for exploitation later.

As I have said in the title of this article, it is never too late to start guarding your privacy. In fact, today is the best day to begin!

Successful business concepts today generally involve entirely new ways of thinking. In the world of computer software and mobile apps, the terminology is known as disruptive technology, and it refers to the fact that nothing really new or transformative comes from simply applying a new coat of paint or polish to something old and familiar. In a broad sense, the personal computer and the cell phone were among the greatest disruptors of recent time.

If you go back in time, other ground-breakers included the friction match, the printing press, the incandescent light bulb, the internal combustion engine, film, radio, television, and so on. Certainly, some of these inventions evolved over time rather than instantly bursting onto the scene. Television, for example, gradually evolved from radio to the flat-screen displays of today.

From the dozen local VHF channels of the early years, came UHF adapters, cable, and satellite systems that now bring hundreds of programming options into the home of any subscriber. Even the remote control has evolved by leaps and bounds from the original Zenith Flash-Matic, introduced in 1955, to the programmable, multi-function devices of today. I remember a very primitive one-button remote control on my family’s Sylvania console TV back in the 1960s. We could not watch TV during a thunderstorm because lightning made the remote control go crazy, endlessly changing the channels on the motorized tuner!

Disruptive ideas are far from limited to the technology industries. In the customer service industries, we need to think less like our grandparents and more like our next generation of customers. For campground owners, this means thinking outside the box, seeking out the next new idea that will appeal to your guests. When was the last time you invested in a major piece of new recreational equipment? Not simply a new playground, but things like a fitness course, canine agility park, jumping pillow, gem mining station, laser tag, or spray park. And when is the last time that you really shook up your activities schedule, adding an event or two that will run the risk of being ahead of its time but that could also prove to be overwhelmingly popular?

I recently heard about a business in New Jersey that was founded in 2015, has apparently been successful, and is one of those “who wudda thunk it?” head-scratcher concepts. Stumpy’s Hatchet House is difficult to explain, but if falls under the umbrella category of the adult fun industry. It is the first indoor hatchet-throwing facility in the United States, probably a lot more fun than either bowling or darts. Customers pay $40.00 per person for a two-hour session that includes safety training, a lesson, hatchet rental, and use of a hatchet pit. A separate party room can be rented by groups for $100.00 for a two-hour session, or the entire venue can be rented for $1,000.00 per hour. Spectators (referred to as “non-throwers”) pay a cover charge of $15.00 each. When I visited their website in December, Stumpy’s was taking reservations for a New Year’s Eve hatchet-throwing buffet and seeking out inquiries from prospective franchisees.

Time will tell whether this venture will take off and succeed in the long run, but most service business today are not planning where they will be 50 years from now. Serial entrepreneurs work within a far shorter time-frame (typically 10 years) within which to take risks, hopefully profit, move on to the next venture, and sell to a new investor. When you come right down to it, how many campgrounds are not currently for sale, given the right price and circumstances, along with a ready and willing buyer?

A park that embraces concepts on the cutting edge (no hatchet-throwing pun intended) will profit in the short run and tremendously increase its value in the long run. Give this thinking a new level of commitment as we head into a new year.

Returning from a recent vacation in Ecuador, I had time to pause and reflect upon the extraordinary customer service that my wife and I consistently experienced in our travels in a country that is doing everything imaginable to brand itself as the next major tourism destination. Far from being random instances where we were lucky enough to encounter that rare employee who cared, we found that customer service that extended far beyond all reasonable expectations was the rule rather than the exception. Let me outline a few specific examples. Then ask yourself if you and your staff are doing everything possible to make your guests feel special. It is my belief that the businesses that we encountered in Ecuador represent the new standard that will separate the winners from the losers in the hospitality industry. It is no longer about price. I believe that your next wave of guests will make their decisions based upon the customer service extended.

Casa Divina Lodge

During one leg of our trip, we rented an SUV and drove from the coastal city of Guayaquil through the Andes Mountains to the capital city of Quito. Along the way, one of our stays was at Casa Divina Lodge, high in the cloud forest of Mindo. On our way, we had the misfortune to find ourselves in a very awkward situation with the Transito police near Santa Domingo, thanks to an expired registration certificate on the vehicle that we rented from Thrifty Car Rental. The police did not speak English, we did not speak Spanish, and they were demanding a bribe. We called Casa Divina Lodge, and the manager intervened on our behalf, reducing the bribe that we were forced to pay and allowing us to continue our journey.

Upon our arrival in Mindo, Efrain Toapanta, the owner of Casa Divina met us in the center of town and escorted us to the eco-resort that he had built himself. Otherwise impossible to find, the resort is hidden in the forest some 5 kilometers from the center, and its owner trucked our suitcases in a wheelbarrow from the parking area to our second-level lodging. Meals were catered to our special dietary needs, and Efrain arranged for a local ornithologist to take us out for a lengthy session of birding where, with his assistance, we identified 74 species of birds in one day.

Molino San Juan

Our next stay was at Molino San Juan, in the shadow of Cayambe Volcano and on the outskirts of the city of Cayambe. The hospitality that was extended to us here, part of the family owned and operated Hacienda La Copañia, was truly remarkable. During our off-season stay, we were the only guests at what is considered the “hotel” of the hacienda, but Jaime Pallares, its owner/manager (who had previously worked with Hilton Hotels) gave us more undivided attention that one might expect to be afforded to a full house. For example, during the first night of our stay, just in case we needed anything, he slept in an upstairs guestroom rather than going home for the night!

Heated living spaces are not the norm in Ecuador, and our desire for greater warmth in our room was met with additional blankets, a space heater in our room, and hot water bottles in our bed. As part of our visit, we were given a personal tour of the Hacienda’s rose showroom. (The region is the world’s third largest producers of roses.) Displaying dozens of artistic arrangements, the roses are replaced every three days, ensuring that the blossoms are always nothing less than perfect – even if they are only to be seen by two guests. In addition to our personal tour of the hacienda grounds, museum, historic Jesuit chapel, and rose showroom, Jaime researched and arranged the finest possible guide service for our visit to Cayambe Volcano.

Carlota

The Carlota is a new boutique hotel in the historic district of Quito. From the moment that we arrived, we were greeted by name and made to feel right at home. Operations Manager Nydia Vargas did everything possible to ensure that we enjoyed our stay, even modifying her work schedule so she could be on desk when we might require her assistance. When we were unfamiliar with the area and needed to visit a nearby ATM, she had an employee escort us. When the weather was rainy, she reserved two umbrellas for our use. When we had two large bags of clothing to be laundered, she negotiated a significant discount with the hotel’s laundry service provider.

When we were checking out, we asked if the hotel could provide us with water in plastic bottles that we could take to the airport. (Their usual water is served in glass bottles.) Without hesitation, Nydia asked the waiter to get us two bottles of water (after first asking us if we needed more than two.) It was not until he reappeared a minute or two later that we realized that he had been sent to a nearby store to purchase the water bottles on our behalf. Are you beginning to get a feeling for the exceptional level of service at this hotel? The Carlota was once the home of a former President of Ecuador, and we were made to feel presidential!

What Is Your Park Doing that Makes It Special?

I have far more stories that I could relate, if space allowed, not the least of which would be our experience spending a week on a the M/Y Grace, a small yacht in the Galapagos Islands, where a dozen passengers were outnumbered by thirteen crew members. I think I have made my point, and I have already related my experiences in TripAdvisor reviews, where I now have 110,000 readers. Ask yourself what you can do that goes the extra mile for your guests, offering a service that would never be made available by your contemporaries. Standards and expectations in the world have changed, as baby boomers and subsequent generations finds themselves with disposable incomes but limited amounts of leisure time. Travel yourself, if necessary, and I think you will soon recognize that customer service has become mission-critical to your park’s success.

The key to small business success is not a matter of cutting costs or raising prices. First and foremost, it is a matter of satisfying your customers in a manner that leaves your competitors behind. One of several highly effective ways of doing this is to engage local businesses that offer products or services that appeal to your customers.

If you run a campground, it is your responsibility to know your guests. When they leave your park for a day or an evening, where to they go? What are the types of businesses that appeal to their needs and interests? If a guest asks you for directions to the nearest supermarket or asks for a referral to a local Mexican restaurant, you are probably prepared with a recommendation and a set of directions. The important question is whether you “wing” your response each time or have a formally established referral system in place.

What Is Good for Your Customers Is Best for You

You may already be providing a rudimentary referral service of sorts if you have a bulletin board in your office area that includes local business cards, if you have a display rack of local business brochures, or if you have a site map that is supported by local advertising. Those all make sense, and they are helpful ways of generating awareness for those businesses, but it takes far more than awareness to really build a synergy between your park and nearby businesses. After all, if name awareness was all that it took, all that any business would need would be a sign at the road and a parking lot large enough to handle the endless influx of traffic. We all know that it does not work quite that simply.

Over the years, a number of companies have successfully run localized or regionalized direct mail advertising campaigns that provide offers from area businesses that are willing to offer incentives in order to reach new customers. Particularly when your business is attracting a pool of new potential customers from outside of the area, local businesses need your help to direct those people to their doors.

Offer Incentives

Although the direct mail campaigns have been successful over the years, rising postage costs and the relatively low response rates for offers that are not targeted to specific groups of likely consumers have taken their toll in favor of more cost-effective approaches. The same thing applies to local newspaper coupons, victims of declining circulation and the fact that so few people actually read newspapers today. The company that markets regional Entertainment coupon books in 41 states plus the District of Columbia and Canada gets people to pay $12.00 per annual coupon book or $19.99 per year for their mobile app. In addition, many supermarket chains now offer loyalty and rewards programs that include discounts on local businesses and services, and many local radio and television stations offer discounted gift certificates for a full range of local businesses. (In my market, the usual discount is 30% off face value.) One thing that all of these programs have in common is that they are offering some sort of discount in order to incentivize new and return customers to favor participating local businesses.

Make This Work to Your Advantage

Rather than asking local businesses to pay for the privilege of reaching your clientele, offer them a free opportunity to reach your campers in exchange for offering them some sort of monetary discount or incentive. Each offer must have real value, but may very well be the same sort of deal that they might already offer under other circumstances. In other words, it is a price that they are willing to pay in exchange for bringing in a new customer (or an entirely family of customers). Each offer should be in the form of a coupon (which visually creates the impression of real value) that is then bound together with the other offers into a booklet that you provide to each arriving guest at the time of registration. (You might also provide one booklet per month to your seasonal guests.)

The important thing to remember is not to pass these out prior to arrival (at a winter camping show, for example) because you want to be certain that they are used by your actual guests, not somebody who ultimately decides to stay at another resort on down the road. The cover of the booklet should show the total cash value of the combined offers, and you should include this discount booklet in the list of amenities that your park offers its guests. The result is not only an incentive for your campers to patronize participating businesses (in a way that those businesses can actually measure), but also an incentive for those same campers to actually stay at your park.

Identifying Your Prospects

As I mentioned earlier, it is your responsibility to know your guests. Basically, any local business offering a product or service that is of interest to your guests should be invited to participate, and any business that is already participating in another incentive program has demonstrated its interest in generating new customers. Refer to the incentive programs in your local market to find your “A List” of business to contact. That list will include – but be far from limited to – the following types of businesses:

• Restaurants • Ice Cream Stands • Supermarkets • Farm Stands • Retail Stores •
• Golf Courses • Driving Ranges • Mini Golf Courses • Indoor and Outdoor Paintball •
• Bowling Centers • Go-Kart Tracks • Skating Rinks • Batting Cages • Fishing Charters •
• Amusement & Theme Parks • Water Parks • Speedways • Tourist Attractions •
• Craft Breweries • Wineries • Factory Tours • Music Festivals •
• RV Dealerships • RV Repair Centers • Auto Repair Centers •
• Boarding Kennels • Pet Grooming • Veterinary Services •
• Movie Theaters • Museums • Historic Sites •

Why it All Works So Perfectly

Guess what? If you persuade your guests to patronize even a fraction of the local businesses who participate in your incentive program, you may have also given them a list of good reasons to extend their stay or to return for another stay at your park. Coupon redemptions will also have given you an opportunity to prove your park’s merit to your business partners in this endeavor, leading to the potential for further cooperative ventures. Wouldn’t it be nice for your park to be the “official campground” of the big nearby theme park or motor speedway? Or for your local supermarket chain to include your park in its loyalty and rewards program? Or for the local brewery and winery to run a tasting event at your park? Or for the local pet grooming facility to come to your park for on-site grooming days? The potential is only limited by your imagination, your belief in your business, and your ability to persuade fellow businesses to get on board.

I have often written how customer satisfaction is the key to the long-term success of any business. This applies to the full gamut of service industries, but it also applies in a much more tangible manner to the manufacturers of everyday products. As the owner of a small business, you need to spend your dollars wisely, and there is no greater assurance of satisfaction than an unconditional lifetime warranty.

Companies that offer no-questions-asked warranties generally do so because they know that they can stand behind the quality of their products, in a day and age where so many people have grown to accept the concept of planned obsolescence. Sure, you might pay a slight premium for the better quality product, but wouldn’t you rather support businesses that, like your own, are committed to customer satisfaction? As a bonus, many of these products are made in the USA, helping to employ people who might be the same people who will in turn patronize your business.

In years past, before the days of mass production, and certainly before the days when manufacturing began to be outsourced to foreign factories employing a low-wage workforce, manufacturers were more typically craftsmen who took great personal pride in what they had made. Products were designed and intended to last for years. When they eventually reached the end of their useful lives, they were often imaginatively repurposed, rather than being hauled off to a landfill for the rest of eternity.

Quality and Marketing Intersect in Freeport, Maine

Many companies today differentiate themselves from their competition by standing behind their products and using that customer assurance as a highly effective marketing tool. If any individual could be singled out as the originator of the concept, it would be Leon Leonwood Bean, who founded the company that bears his name in a one-room operation in Freeport, Maine back in 1912. His first and only product at the time was the Maine Hunting Shoe – affectionately known for many years as the “Bean Boot”. According to the company, 90% of the original production run back in 1912 was returned under the terms of L.L. Bean’s money-back guarantee, due to design defects. Those defects were corrected, and the company’s flagship store now occupies 220,000 square feet and is one of the leading tourist attractions in the state of Maine. Along with its 41 satellite stores, the privately-held company employed a workforce of 5,000 with sales exceeding $1.61 billion in 2014. The iconic Maine Hunting Shoe is still made in the USA, at a plant in Brunswick, Maine that employs 450 people.

The List

L.L. Bean: A full line of men’s, women’s and children’s clothing; footwear; outdoor gear; hunting and fishing gear and apparel; luggage; and products for the home.
www.llbean.com
100% satisfaction guaranteed, free shipping to the U.S. and Canada with no minimum order.

Eddie Bauer: A full line of men’s, women’s and children’s clothing; outdoor gear; footwear; outerwear; and home accessories.
www.eddiebauer.com
Unconditional lifetime guarantee

The North Face: Men’s, women’s and children’s clothing; outdoor gear (including tents and sleeping bags); footwear; and backpacks.
www.thenorthface.com
Lifetime limited warranty

Lands’ End: Men’s, women’s and children’s clothing and shoes; swimwear; and home accessories.
www.landsend.com
Lands’ End has actually trademarked its warranty: “Guaranteed. Period.”

Patagonia: Men’s, women’s and children’s clothing; outdoor gear.
www.patagonia.com
“Ironclad Guarantee”

Duluth Trading Company: Men’s and women’s outdoor clothing, footwear, and accessories. Over 150 products made in the USA.
www.duluthtrading.com
“No Bull Guarantee”           

Bogs: Boots for men, women and children.
www.bogsfootwear.com
100% satisfaction guarantee, free shipping and returns on all non-sale items.

Darn Tough Vermont Socks: Comfortable, durable socks, made in the USA.
www.darntough.com
Unconditional lifetime guarantee

Dr. Martens For Life: Men’s and women’s boots, shoes, and industrial footwear.
www.drmartens.com
Only “For Life” products are covered under the company’s lifetime warranty.

JanSport: Backpacks, bags and accessories.
www.jansport.com
Guaranteed for life, with free shipping and free returns.

Briggs & Riley: Luggage.
www.briggs-riley.com
Lifetime repair guarantee, even if damaged by an airline.

Buck Knives: A complete line of knives, made in the USA.
www.buckknives.com
Forever warranty

W.R. Case & Sons Cutlery: Pocket knives and sporting knives, made in the USA.
www.wrcase.com
Limited lifetime warranty

Craftsman: Hand tools, sold by Sears, Kmart and Ace Hardware stores.
www.craftsman.com
Limited lifetime or full warranty, varies by product.

Kobalt Tools: Hand tools and lawn and garden tools, sold exclusively at Lowe’s.
www.kobalttools.com
Lifetime hassle-free guarantee

Ridgid: Power tools.
www.ridgid.com
Full lifetime warranty on most power tool products

Vortex: Riflescopes, spotting scopes, binoculars and other optics.
www.vortexoptics.com
Unlimited lifetime warranty. Out of 297 customer reviews, 284 rate this company as “excellent”.

CamelBak: Hydration systems.
www.camelbak.com
Lifetime guarantee