When it comes to promoting
your business, there is always a challenge in choosing between taking a
conventional or a more original approach. The choices are not necessarily
mutually exclusive, and it is more likely that you need to find a balance
between the two. For most small businesses, the bulk of their advertising
budgets are split among online resources, broadcast media, and to an ever-declining
degree, print. Campgrounds are somewhat unique in that, unlike other typical
small businesses, their customer base is generally regional, national (and even
international) rather than local. While the local automobile dealership, law
firm or home improvement contractor will spend a significant amount of money on
local radio, television and newspaper, these outlets would almost totally miss
the mark in attempting to reach a campground’s less localized customer base.
With campgrounds, the primary means of marketing will be a mix of online (which
will likely include their own websites, third-party websites, social media, and
a supplement of online advertising) and print (which will likely include
collateral advertising such as brochures or rack cards, directory advertising,
and occasionally direct mail.) Many campgrounds will also participate in
off-season RV and travel shows.
The objective will always be
the same, and that is to reach a base of both new and repeat customers in a
manner where the messaging is consistent, distinctive, and cost-effective in
terms of return on investment. There are decisions to be made, and one of your
key decisions will be whether to take a familiar marketing posture or a more
original approach. An original approach will catch attention and likely allow
your business to stand out from its competition, but it must be done in a
manner that nonetheless clearly identifies your business as an outdoor
hospitality offering. It must work within the usual distribution channels and fit
within your budget. Taking collateral advertising as an example, a rack card or
brochure with an unconventional format might stand out on its own; however, a
taller, wider, or die-cut piece might fail to fit within literature
distribution racks, as well as being more costly to produce. The nicest piece
of literature that will not work within the usual distribution channels will
amount to a total failure, as will a piece of literature that leaves
prospective customers confused regarding the actual identity of your business.
The online components of
your marketing campaign can be even more challenging. Not only does your
message need to appeal and be clear in the eyes of prospective customers, but
it needs to be equally clear to search engine robots or it will never reach its
intended audience – unless you want to throw a significant sum of money against
the wind in online advertising. With digital marketing – websites in particular – there is that choice between the tried
and true and going out on a creative limb. Let me point out that there is a
difference – a big difference –
between proven familiarity and a humdrum approach that comes with
template-driven content and do-it-yourself website builders from companies such
as Wix and GoDaddy. Unless you have the knowledge and capability to customize
that content, templates provide a “one size fits all” approach at best. Yes, a
template can be chosen that broadly applies to any general business
classification, but just think how many diverse types of businesses all fall
within the “travel” or “leisure” categories.
A proven layout and design
will be both user-friendly and highly intuitive, where the key to customization
lies much more within its content than the basic layout itself. Your message
needs to “wow” people with high quality photography (where image quality is far
more important than the quantity of images thrown onto a page), professionally
produced video (that is ADA compliant and not in violation of any creative
copyrights) if it is available, outstanding graphic design (that includes a
distinctive logo and a coordinated color palette and carefully selected fonts
that are based upon that logo), and text that is written like a Hallmark®
greeting card. When everything works together, your website should be designed
to fulfill a need or desire – in this case to get away from it all and spend a
weekend or longer, not only in the outdoors, but at your particular park. Your
website should provide your prospective guests with the type of validation that
assures them that they are in the process of making the right decision by
choosing your park. Elements such as those quality photos or videos and
credible testimonials help to provide that validation, while spelling mistakes
and unanswered questions can encourage the same guest to seek out alternative
options. There may be only a single opportunity to reach that first-time guest
or to persuade a return guest to look no further, and you need to make that
opportunity as persuasive as possible.
Human beings are highly
social creatures, and therein lies much of the appeal of the camping and
outdoor hospitality experience. Just think of all of the social environments
that we have created for ourselves over time. These range from the communes of
the 1960s to the gated communities that might be populated today by those same
people in their retirement years. Other examples include fraternal
organizations, veterans’ groups, alumni clubs, church congregations, social
media groups on sites such as Facebook and Meetup, and even the local tavern.
We have all seen automobile rallies and cruises that are populated by proud
Corvette® owners or drivers of Mazda® Miatas®,
and how often have you seen a single Harley-Davidson® motorcycle
riding down the highway? Familiarity ensures that we will be within our own
comfort zones whenever we leave the ultimate comfort zone – home. HINT: Particularly if your campground offers
pavilions and a group camping area, why not reach out directly to these types
of groups and rallies?
If carefully
executed, your tightly coordinated marketing campaign should present your
campground as just such a community, where new members feel welcome and a
desire to belong. Are you meeting that objective?
My company builds websites
for the campground industry. A few years ago I reached out to the manager of a
campground in a Northern state whose website would appear to be in desperate
need of replacement. Its 14 year old website (nearly a century in either
website or dog years!) was not mobile-friendly, had zero in terms of SEO
(search engine optimization), was not ADA compliant (really an unknown issue at
that time), had nothing but a phone number to call for reservations, did not
even list the campground’s address, and had not been updated since it was built
(still promoting that the park was the “newest” in its area.) After being asked
to quote on a new website, the manager responded that my company’s services
were “to rich” (sic) for his campground that was only open for a 5 month
season.
I explained that most
campgrounds in the Northern states were only open from late spring through
early fall, hardly an operating calendar that was unique to his park. Based
upon the weekly rates that are published on his website, if a new
professionally designed website brought in only 15 new campers who would not
have otherwise chosen to stay at his campground, he would have fully recovered
his investment during a single season. That investment recovery would not even
include the additional income generated by those guests’ purchases in his
store, laundromat, game room, or fee-based added services. I went on to ask if
his park was at full occupancy throughout its 5 month season, pointing out how the
satellite image on Google Earth showed that his park had 48 sites – 35
pull-thrus and 13 back-ins – only 16 of which were occupied at the moment when
that most recent image was captured.
I am referencing this
campground’s website as simply an example of short-sighted thinking. The
campground manager could have been dismissing the cost of Wi-Fi service,
reservation software, upgraded electrical service, energy efficiency upgrades,
a new line of store merchandise, a new dumping station or honey wagon, new
rental boats, cabin or park model rentals, yurts or teepees, branded apparel, or
replacements for the worn out and inefficient washers and dryers in his
laundromat. Translated from the original Latin, the adage that “you have to
spend money to make money” is nothing new, originally credited to the Roman
playwright Titus Maccius Plautus a little over two millennia ago.
I can understand a short
season factoring into a decision to purchase a motorcycle, snowmobile,
speedboat, convertible automobile, or any other consumer good that represents
an emotional want rather than a physical need. Those decisions all involve the
purchase of personal goods, whereas an entirely different set of standards
should apply when making well-informed business decisions.
I have always found it
useful to make business decisions based upon the measurement of projected
return on investment. This can apply to almost any purchase. Let me use Wi-Fi
as an example, along with a few rounded numbers to simplify calculations. Let’s
presume that you run a campground with 100 sites, that your average nightly
site fee is $50.00, that the average guest stays two nights, you have an
average occupancy rate of 50%, your season runs 150 days, and that 50% of your
prospective campers demand Wi-Fi and will not stay at a park that does not
offer high-speed Internet at sites. Let’s also presume that the cost of a new
Wi-Fi installation at this small- to medium-sized park would be $7,500.00
(admittedly on the high side.) Although some parks charge for the service, and
others offer tiered service levels, let’s presume that your park is going to
treat Wi-Fi service as a utility that will be provided to its guests at no
added charge as part of its overnight fee.
If the added service
increases occupancy from 50% to just 60%, that means filling 10 otherwise empty
campsites at $50.00 per night. Over the course of a 150 day season, this
represents $7,500.00 in income, fully recovering the investment in the new
Wi-Fi system, or an investment that is recouped in a single season. If your
park is in a competitive market that allows it to charge for Wi-Fi service, the
payback period may be even shorter. The same sort of calculations can be
applied to an investment in upgraded electrical services, when your prospective
guests are seeking out reliable 50-amp service when most of your sites are
providing 20- or 30-amp service through rusty power pedestals with circuit
breakers that trip open on a regular basis. In fact, when it comes to park
utilities, problems with Wi-Fi, electrical service, roadways, water pressure
and sewerage are just as likely to lead to an abbreviated stay as an obnoxious
camper or barking dog on an adjacent site. The same claim may be made for
restrooms or playgrounds in dire need of upgrades, a store with too many empty
shelves, or a game room with too many “out of order” signs. Weaknesses in these
areas can actually be driving away business, as well as inflicting harm on
review sites.
When it comes to less
tangible services such as a park’s website, reservation software, planned
activities and advertising, it is still quite easy to calculate return on
investment and to make informed decisions. In fact, these represent some of the
best ways to spread the word about that new Wi-Fi or electrical service,
essentially speeding the return on investment on those infrastructural
improvements.
Think twice – and
perform some calculations – prior to dismissing a business investment out of
hand. That “too costly” investment may be both easily recovered and the key to
running your business more profitably than ever.
It is no secret that, in
general, campgrounds weathered the recent COVID-19 pandemic quite nicely. In
fact, many park owners were able to raise prices in response to the combination
of the low supply and higher than ever demand for campsites. While most of those customers, including many first-time
campers, would like to continue their pursuit of the camping experience,
another potential roadblock is now in play.
With the global
economy teetering on recession, the biggest consumer headaches are skyrocketing
mortgage rates, food costs and fuel costs, with fuel costs most directly
impacting the desire to camp. According to a late June 2022 CBS News report,
the people who purchased new RVs during the pandemic are not yet being
dissuaded from engaging in their camping pursuits, though they are likely to seek
refuges that are closer to home in order to trim their travel expenses. Another
recent Associated Press report indicates that consumers are now facing what is
referred to as “demand destruction” when it comes to filling their vehicles
with gasoline or diesel at what are now all-time record high prices per gallon.
Particularly for
campground owners with parks that have historically offered overnight stops for
cross-country travelers, or parks that are adjacent to off-the-beaten-path
tourist destinations, now might be a good time to consider taking preemptive
actions to ensure a steady flow of business. According to Forbes Magazine, many
companies are offering fuel incentives to their employees as they return to
their office commutes after months of working from home. Why not rethink that
strategy and offer minor subsidies to your customers who cannot reach you
without filling their tanks? One of my suggestions is to look into the use of
prepaid fuel cards as a customer incentive that will help campers to justify
traveling that extra mile.
Gift Card Rewards
We are all
familiar with gift cards, probably purchasing them as last-minute gifts for
friends and relatives. Most are purchased for retail merchants at gift card
kiosks in supermarkets, convenience stores, and shopping malls. What I am
suggesting is the use of cards that are purchased in bulk, perhaps even
customized with your business name or logo, that are specifically for use at
the fuel pumps of a major oil company that has a station near your place of
business.
Everybody
responds to incentives, and there is no incentive as effective as a perceived
rebate. Let’s say you have a Shell Oil station down the road. Depending upon
your available inventory — and this ties in directly to dynamic pricing — you
could offer a $20.00 Shell gift card to people who camp mid-week, camp on a
historically slow weekend, or arrive on a Thursday night for an extended
weekend. To be effective, the card must have a significant perceived value (I
suggest $20.00), but that incentive can be much more effective than a
corresponding drop in dynamic pricing. We all know that it costs much more than
$20.00 to fill a vehicle with gasoline or diesel these days, but that incentive
can go a long way toward having a camper choose your park over another, even if
it means traveling that extra mile.
There are two
types of bulk gift cards that may be purchased. So-called “open loop” gift
cards are prepaid Visa or MasterCard cards that may be used anywhere. These,
for a significant one-time fee, are the cards that can be customized with your
business name or logo. What I am suggesting are “closed loop” gift cards that
are specifically used at one business. There are also both digital and plastic
gift cards, and my recommendation is the use of the plastic cards. Their
tangibility gives them greater perceived value. Of course, you need to keep
these stored in a secure location within your office, treating a stack of
$20.00 gift cards the same way you would treat a stack of $20.00 bills.
How to Purchase Bulk Gift Cards
The companies
that specialize in selling bulk gift cards earn their income from fees that are
paid by the merchants. Merchants can afford to absorb their fees because cards
that are either unused or only partially redeemed can represent a major source
of income. They also realize that somebody redeeming a $20.00 gift card is
likely to make an additional purchase, another source of income. Most cards
will also have an expiration date, so be sure to be aware of that timeframe
both when purchasing bulk cards and when distributing them to your customers.
The advantage to buying these cards in bulk is to circumvent the usual 20 card
limit when purchasing gift cards at the retail level. In addition, though most
cards are purchased at face value, some merchants may even provide small
discount incentives, although others may charge a premium (best to be avoided)
and some cards may be on back order due to high demand.
Two online merchants that sell bulk gift cards are PerfectGift.com and BlackhawkNetwork.com. When it comes to oil company gift cards, both of these merchants represent the following companies: 76, ARCO, BP/Amoco, Chevron, Circle K, Conoco, ExxonMobil, Gulf, Sheetz, Shell, Sinclair, Speedway, Sunoco, Texaco, and Wawa. In addition, Blackhawk represents Marathon and Phillips 66. There are other smaller bulk card merchants, such as GiftCardPartners.com which only represents Sheetz, Shell, Speedway, and Wawa.
Take This to the Next Level
If you decide to
pursue this type of incentive program, try to arrange an expanded arrangement
with your local merchant. A smart gas station operator will realize that it
takes more than $20.00 to fill a tank on a motorhome or a big pickup truck, and
that you are essentially sending them business. Your mutual customer is likely
to purchase not only more fuel but items from a full range of convenience and
food items that might be offered. This local merchant whose business you are
promoting should be willing to display your brochures or rack cards on his
counter, and he should be a prime prospect to advertise in your guest guides.
In fact, if there is more than one brand of fuel available within easy reach of
your business, the willingness to participate might dictate which brand you
choose to associate with your business.
On a recent trip to
Pennsylvania, when I hope the prices of automotive fuel had reached their peak,
I think everybody in America had become all too familiar with the term “pain at
the pump.” To add insult to injury, all three of the vehicles that my wife and
I own and drive are diesels. These turbo diesels are highly fuel-efficient, and
we drove my car, which gets 45 miles per gallon on the highway. We saw diesel
prices on the side of I-78 as high as $6.099 per gallon, and I considered
myself lucky to fill up at $5.199 on the return trip, using a discount card at
a convenience store chain in Scranton.
Even if the price of fuel
settles a bit, two things are clear: One is that more and more campers will
want to turn to either seasonal camping or incentives where they will be
allowed to leave their campers on-site between weekends. The other is that
campgrounds are going to be seeing more and more electric vehicles (EVs) as
time goes on … and this time will be much sooner than expected. This is a
market that smart campground owners will cater to, not discourage.
Few campgrounds prohibit
pets because that would decimate their potential pool of campers. Instead, they
allow pets and have appropriate rules and associated fees. On the same token,
campgrounds should welcome drivers of EVs. I have seen some campgrounds that
either foolishly prohibit EVs or charge fees that are far in excess of the
actual electric usage costs of charging. On a pre-pandemic vacation in
California, I rented a Tesla and went out of my way to favor restaurants and
other businesses with charging stations.
If you are seeking to
attract new campers, consider the statistics. According to the manufacturer,
Tesla built and delivered nearly 1,000,000 vehicles in 2021, which represented
an 87% increase in numbers over 2020. Compare that with only 726,000 Ford
F-Series pickups, which are the best-selling vehicles in America. The Tesla
Model Y and Model 3 are among the 20 top-selling vehicles in the United States
today. You probably know that Ford will be introducing its 2022 F-150 Lightning
within the coming days, an EV that is designed for towing a camper.
Can
Your Park Handle the Load?
Before you think
that EV charging is going to dim your lights and blow your circuit breakers,
bear in mind that you have probably already upgraded your electrical
infrastructure to accommodate big rigs with multiple air conditioning units
that can draw tens of thousands of watts of power during the course of the day.
When charging, a typical EV will consume a steady amount of power (unless it is
plugged in at a Tesla Supercharger station) of about 7,000 watts and 32 amps. On
the other hand, a single air conditioning unit in a big rig might use 3,200
watts and 27 amps at startup, then settling down to about 1,200 watts and 10
amps. Power hogs such as microwave ovens will consume their power in surges. If
your park has 600-amp service and is already equipped with 50-amp pedestals,
you or your electrician can do the math to determine how many EVs can be
charging at any one time, along with what you can charge their owners for their
use of the service and what they are willing to pay, keeping in mind that Tesla
owners are used to paying 25 to 30 cents per kilowatt hour at conventional
charging stations. Most EVs will charge overnight, when temperatures have
cooled down and air conditioner and appliance usages are lower.
Your customer
will either have the necessary NEMA 14-50 adapter for 240 volt level 2 charging
or could buy one in your store, another potential profit point. Talk with your
electrical products provider, but an EV and an RV can often coexist on a single
50-amp power pedestal. According
to the RVIA, KOA is currently in the process
of installing level 2 chargers at KOA parks across the United States and Canada,
using power pedestals supplied by Jamestown Advanced Products. KOA’s decision
was no doubt based in part upon its most recent study, which found that one out
of five campers owns an EV, significantly higher than the statistics for
non-campers and the general public.
Another option
for getting on board is to see if your business qualifies for one or more free
charging stations (valued at $500.00 each) from Tesla. The primary requirements
are that your business has a significant volume of drive-in traffic and that
you will be willing to provide the electrical work. This could accommodate
customers who are not otherwise occupying a campsite with a 50-amp power
pedestal – tenters, for example. If your park provides non-camping related
services, such as a restaurant, swimming lake or miniature golf course, these
charging stations definitely offer the potential of increasing your business
revenue, both in charging fees and indirect sales. In fact, the navigation
systems in Tesla vehicles will even guide drivers directly to your location. To
see if you qualify, go here: https://www.tesla.com/charging-partners
It’s Time to Get on Board
Electric
vehicles are not the latest pet rock. They are here to stay. The Infrastructure
Investment and Jobs Act, which was signed into law by President Joe Biden in
November 2021, includes $5 billion in funding to add a network of 500,000 new charging
stations along our nation’s highways, with additional funding that is earmarked
for rural locations. This will help to make EVs all the more practical and
affordable to own and operate, with a target that EVs will account for 50% of
new vehicle sales by 2030.
Remember
when some park owners balked at the thought of providing WiFi to their campers?
They suddenly faced the realization that WiFi was the most sought-after amenity
at campgrounds. Take the lead rather than being left behind when it comes to EV
charging stations at your park!
Have you ever eaten a
Chinese gooseberry? In their country of origin, the fruit’s original name
translated into ‘macaque fruit’, in reference to the monkeys that found it
particularly appealing. You probably do not recall ever eating one; however,
you have probably eaten kiwifruit, and they are one and the same thing. Widely
planted in New Zealand in the early part of the twentieth century, marketers
adopted the name of the country’s iconic flightless bird with a similar color
and shape to give the fruit a bit more name recognition and appeal. This fruit
is now grown in many countries around the world, including the United States,
and the ones in New Zealand have been distinctively branded as ‘Zespri’ in
order to identify them as the “real thing”.
Here in the United States,
the kiwifruit was popularized by Frieda Rapoport Caplan, the marketing genius
and founder of Frieda’s Specialty Produce who died at the age of 96 in early
2020. Frieda also introduced Americans to such specialty produce items as
spaghetti squash, purple sweet potatoes, brown mushrooms, star fruits, and over
200 other fruits and vegetables that were never previously sold in conventional
supermarkets. Ironically, she was allergic to kiwifruit.
How about Patagonian tooth
fish? Have you dined on that at an upscale seafood restaurant recently? Yes,
you probably have, except that it has been rebranded to appear on menus as
Chilean Sea Bass. Sticking with restaurant analogies, you know that you will
pay more for an order of Boeuf Bourguignon than an order of beef stew, and you
are more likely to consider an appetizer of escargots rather than snails. It is
all about branding and in some cases
rebranding.
Give
Rebranding Careful Thought
There are many reasons for
moving forward with name changes and rebranding. In some instances, it is time
to move away from racial and ethnic stereotypes, the rationale behind the
changes in the names of so many sports teams in recent years. Living in
Massachusetts (admittedly one of the most politically correct states in the
country) most of my life, I have seen the football team at the University of
Massachusetts evolve from the UMass Redmen to the UMass Minutemen. Earlier in
the school’s history, as a Land Grant college that was originally known as the
Massachusetts Agricultural College, the football team was known as the Mass
Aggies, so change is not something that is particularly new.
When you are ready, think
forward. According to Wikipedia, when the Nissan Motor Company decided to
rebrand its line of export automobiles from Datsun to Nissan, the transition
took 3 years (1982-1984) at a cost in excess of $500 million in the United
States alone. That would be about $1.4 billion today. Just changing the signage
at 1,100 dealerships cost $30 million, and 5 years after the name change was
completed, Datsun still had greater name recognition than Nissan. Just think
how much money could have been saved had the Nissan name been used right from
the start.
A
Name Makes a Difference
Many people dreadfully fear
the thought of changing their business name, always dwelling on the risks
involved rather than focusing on the potential benefits. When it comes to
campgrounds, let’s face it: nearly every campground that joins a franchise
system or is purchased under a new corporate umbrella is likely to undergo a
name change and a dramatic rebranding. Of course, those situations involve
influxes of both financial and marketing support, but there are plenty of sound
reasons to jump-start a park’s identity under other circumstances as well.
Particularly in instances of
new ownership, the benefits of rebranding will often far outweigh the risks. In
many instances, a park reflects the name of its original owners but does little
else to create a unique identity. For example, years ago I worked with Len and
Kay DeMerritt, the owners of Len-Kay Camping Area in New Hampshire. When Len
and Kay retired and sold the park, it was wisely rebranded as Barrington
Shores.
There are other instances,
particularly in states like New York with hundreds of campgrounds, where there
are two or more parks with either the same or very similar names. Campers,
particularly first-time guests, can be understandably confused, sometimes
making reservations at one park and showing up at another. Like the story of
the Hatfields and the McCoys, far too often the owners in these situations are
too stubborn to take corrective measures to end the confusion and move forward.
If you are a new owner with little or no attachment to the original name,
making the change definitely involves an easier decision. There might even be
instances where a park’s name either says nothing or can literally scare
business away. For example, who would want to swim in the water at someplace
called “Leach Lake Campsites”?
I have recently helped the
new owners of Camp America in South Dakota to successfully rebrand their park
as Dakota Sunsets RV Park & Campground, the new owners of Whispering Pines
RV Resort in Michigan to successfully rebrand their park as Starlight
Campground & RV Park, and the new owners of “AAA RV Park” in Tennessee to
successfully rebrand their park as Coyote View RV Park. In the first instance,
the original owners probably had grand schemes of becoming the next nationwide
campground franchise, and in the last instance the previous owners probably
thought that their name would get them listed first in the yellow pages of
their local telephone directory.
Due
Diligence
If you are considering a
name change and rebranding, there are a few preliminary steps to take:
Consider potential names that are memorable,
unique, and help to identify your park.
Check to confirm that there is not already a
park or other business with the same name or a similar name in your state or a
nearby state. Use the online corporate identity search tools that can be found
on the website of the office of the Secretary of State in your state.
Rebranding is pointless if it causes confusion or could lead to a trademark
infringement lawsuit.
Confirm that your final name choice followed
by .com is readily available, and then register that domain name and any .com
variations.
Hire a professional logo artist to make that
new name visually distinctive.
Be prepared to budget for marketing, signage,
paint, employee shirts, and other incidental expenses.
Yes, there are costs
involved, but the rewards can be substantial, both in short-term business and
in the long-term value of your park to subsequent buyers.
Let me be the first to admit
that I am guilty. It was not that long ago that I was presenting seminars and
writing how social media advertising –
Facebook, in particular – was the greatest new development since the
Internet itself. As recently as four years ago, I was offering suggestions on
how to beat Facebook at its own game, using guerilla marketing techniques on
the platform. Sure, we all recognized that the intrusions into our personal
privacy were a bit creepy, but the ability to reach targeted marketing
prospects seemed to be worth the compromise. After all, when I was a child
watching television in the 1950’s, Captain Kangaroo would seamlessly segue from
visiting with Bunny Rabbit and Mr. Moose to selling Kellogg’s Rice Krispies and
Schwinn Bicycles, and what was wrong with that? Actually, there was plenty
wrong with it, prior to a Federal Trade Commission (FTC) ruling in 1969 that
prohibited children’s show hosts from directly promoting commercial products.
In the beginning, Facebook (originally called Facemash) seemed to
represent little more than an awkward attempt by nerdy Harvard undergrads with
a lack of actual social skills to meet young women at neighboring colleges.
When you think about it, even that original concept (an extension of the sexist
freshman photo books that had been sold on college campuses for decades) violated
the personal privacy of the young women whose photos were being used. From that
start, it did not take long for Facebook to reinvent itself into a money making
machine that would be built upon ever-increasing exploitations of personal
privacy.
On a personal level, I
stopped using Facebook in its entirety in early September of 2020. I actually
experienced what I would describe as a 7 to 10 day period of withdrawal,
missing the ability to stay in daily touch with countless friends both old and
new, but my sense of newly discovered freedom afterward was absolutely refreshing.
Over the course of the 10 years or so when I remained active on the platform, I
would often joke about how Facebook would “coincidentally” show me advertising
that was related to one of my recent posts or comments. When I, along with
millions of other people, started using ad blockers, Facebook started showing
paid posts in lieu of paid advertising. These paid posts represent advertising
content that is being disguised as editorial comment, even when that
advertising is originating with foreign governments or other unscrupulous
characters. The only way this can happen is by Facebook’s algorithms monitoring
every word that you type, just as craftily as the National Security Agency
(NSA) monitors the telephone conversations of known terrorists.
What made me see the light
was when I realized that Facebook’s business model was designed to amass huge
profits by intentionally sowing discord among its subscribers. Regardless of
where a person falls within an increasingly polarized political spectrum,
Facebook will show that person paid content that pours fuel on the fire while
demonizing those with opposing viewpoints. By being fed a one-sided diet that
is often based upon disinformation, subscribers’ opinions and beliefs are reinforced
in a manner that continually enhances the polarization. It should not require
an insurrectionist attack upon the U.S. Capitol for reasonable people to
understand that this represents a rapidly accelerating downward spiral.
Let us be clear that
Facebook advertising is not a bargain. In the early days, businesses would pay
to advertise on the platform in order to get users to “like” their page and
then see their posts. Soon afterward, advertisers needed to pay Facebook so
that even people who had already “liked” their page could actually see their
posts. Think about it. This means that you are paying Facebook so you can reach
your existing customers. Why would anybody pay to do that when there are
countless alternate means of reaching your existing customer base at a far
lesser cost? In the campground industry, some of the same people who willingly
pour money into Facebook advertising question the rationale for offering Good
Sam and similar discounts that they feel cut into thin profit margins. I would
rather offer a customer incentive than to take that same money and pour it into
Facebook’s coffers.
Yes, Facebook and the other
social media may be capable of sending you customers, but at what price and in
what environment? If a drug dealer approached you and said, “Yes, my main
business is selling heroin, but I can also send you customers”, would you do
business with that person? I doubt that many of us would enter into that sort
of deal with the devil.
The Federal Trade Commission
(yes, the same people who ruled that Captain Kangaroo should not be hawking
breakfast cereal) is currently proposing the breakup of Facebook, a process
that is long overdue. Facebook has steadily grown – with the acquisition of Instagram, WhatsApp and related platforms –
and a breakup of its monopoly would be the first such action since the breakup
of AT&T four decades ago.
Many of my peers in
the advertising industry will disagree with me, and I welcome that debate. I
remember the days when tobacco products were extensively advertised on
television, a practice that contributed to countless deaths. Today, I believe
that many other types of advertising should be banned because they either
mislead consumers or actually prey upon vulnerable segments of our population,
typically the elderly. These include the advertising of prescription
pharmaceuticals, advertising by class-action attorneys (think “mesothelioma”),
advertising directed at children (think about Saturday mornings), and
advertising directed at senior citizens (think about Medicare supplements and
the aforementioned pharmaceuticals). In the meantime, it is your decision as a
small business owner to decide whether or not to continue financing a business
model that you may agree is inherently wrong.
I recently presented a webinar titled “Best Practices: Website Design Considerations” before members of several state campground associations. Although my company has been building campground websites since 1998, it was not my intention to promote my company in that webinar, nor is it my intention to do so in this column. What I would like to share is objective advice on how to make the right decisions when it comes to what is almost certainly the single most important tool to market your business both today and in the years ahead.
Let me start with some
history. In the early days, websites were built to be viewed on computers, usually
with small monitors and slow dial-up modems. Until Apple introduced the first
iPhone in 2007, what was a smartphone? Websites were designed to fit narrow computer
monitors and limited bandwidth. As time went on, cutting edge sites used
Macromedia Flash, later acquired by Adobe. Flash is no longer supported on iOS
(meaning any Mac or Apple device), Android devices (in other words, no mobile
devices, which are two-thirds of the market), and will see the final nail
driven into its coffin at the end of December. Websites now need to be built so
that they present full content across all platforms and devices. If you have a
narrow website that is not mobile-friendly, and perhaps uses animated GIFs and
maybe Flash animation, you are probably wondering what happened to that
Blockbuster store where you rented your VHS videotapes.
Mobile-Friendly
Just like we have both
lifelong friends and recently made casual acquaintances, there have been many
approaches to the presentation of mobile-friendly website content. In the early
days (in this case, 2005), as website designers were feeling their way around in
the dark, there was a proliferation of separate websites that were intended for
smaller displays and limited bandwidth, typically with stripped down content
and a .mobi URL. This was sort of like having a car that you drove in the
summer and a separate vehicle that you could drive on snowy mountain roads in
the winter. When somebody visited a website, they would encounter a link that
said “Click here for a mobile version of this site.”
That was inefficient, and
the search engines hated it. There were essentially two websites to maintain.
Fortunately, these were soon replaced by adaptivewebsites, where the website did its best to detect the device
being used and then presented one of two alternate versions of content. There
were still two versions of content to maintain. This was sort of like having a
big SUV where, when the roads got sloppy, you had to get out and turn the hubs
on the front wheels and then engage the transfer case to drive in four-wheel
drive.
Finally, responsivewebsite design came along, where one
website was designed to detect the device being used and then present content
that was scaled to the size of the display, whether it was a phone, a tablet, a
laptop computer, or a big monitor. This is essentially the all-wheel drive of
websites and could have been the brainchild of Subaru. This is the standard
today, and Google and Bing love it.
There are no simple fixes or
upgrades to turn an old website into a new responsive site. It is an entirely
different framework, and it requires the construction of an all-new site. When
a responsive site is being built, there are different approaches: Some website
designers tend to first design for mobile devices then let the chips fall where
they may on larger displays. Others tend to first design for larger displays, and
then optimize the fluid content for smaller displays. Others yet, with no real
design experience, rely on templates to do the job for them. In my opinion, due
to the small display, almost any responsive website is going to look fine on a
phone. Looking really impressive on a larger display, on the other hand,
requires a more sophisticated level of design skills that go far beyond just
making a bigger version of the content that appears on a phone.
The
End User Experience
When you want a customer to
get from point A (your site’s point of entry, usually its Home page) to point B
(the call to action, the reservation request), you do not want to send them
through a maze. This is the same reason that there is a consistent clockwise
traffic pattern in almost every major supermarket, where you enter into the
produce, fresh bakery, and prepared foods departments; proceed to the deli,
meats, dairy and frozen foods; then find the impulse items like candy bars and
the National Enquirer at the checkout stands.
Navigating the supermarket
aisles is an intuitive process that has been carefully crafted and fine-tuned
to maximize sales. The same sort of formulas should apply to your website.
People expect to find the navigation either at the top of the page or the
left-hand column, floating so they do not have to scroll back up for access.
The content should be presented intuitively, organized in a logical fashion
that translates into page structure, and nobody should have to search or click to
access essential contact information.
The
Easiest Approaches
Most small business owners
have been convinced in recent years that a content management system (CMS) is
essential, giving them the ability to directly maintain their website content.
Most have been persuaded that CMS is their key to escaping dependence upon
webmasters who charge exorbitant fees and take forever to make changes, a
situation which may be far from truthful. Another temptation is to use one of
the many “free” website building tools that can be found online. One claims
that you will “make a website in minutes … (with) zero code or design skills
required”. If you do not quite want to do-it-yourself, another company claims
that it will “build you a stunning website in 48 hours” for only $400 per year,
including hosting and a domain name. In both instances, try to find a “contact”
link on their websites with an address in the United States (or anywhere, for
that matter). Then, before getting burned, do a Google search with one of those
companies’ names followed by the word “complaints”.
There isn’t a single larger-sized business in America where the owner pretends to be his own webmaster. Can you imagine Jeff Bezos or Elon Musk working on his own website? Recognize the value of having professional guidance and valid marketing advice incorporated into your website. Probably the most important factor is hiring one of the many reputable companies with both an extensive and an intimate understanding of the campground industry. Your business depends upon making the right decision.
Part 2 The Acronyms
Continuing on the theme, allow me to address some of the acronyms that you will want to implement either on your existing website or its successor. These ideas apply whether your site has been built by a company that understands your business and industry, a computer-savvy kid down the road, or that person who you see in your mirror every morning.
CTA
No, not the Chicago Transit
Authority, CTA in this instance stands for call
to action, a marketing term that references the next step that you want
your website visitors to take in order to finalize the intended transaction.
Typically, this means guiding people from their point of entry on your site’s
Home page to your reservation process. Without smooth navigation and an
intuitive end user experience, there can be a disconnection that breaks that
intended path from point A to point B. A call to action tends to present an
incentive, whether real or perceptual, that keeps people on track and focused.
In an e-commerce
environment, that incentive often takes the form of a limited-time discount, a
purchase bonus, or free shipping. Another e-commerce incentive that applies to
campgrounds takes the form of limited inventory. When somebody wants to camp on
the Fourth of July, it is a safe assumption that the demand for campsites will
far exceed the available supply. Subtly stress how people should “avoid
disappointment” by making their reservations early, with an accompanying “click
here to reserve now” link. If they need more information or would like to
communicate with you first, be sure that every means of direct contact is
immediately accessible, whether they would like to call, email, or send you a
private message on a social media site. Both on your website and in any direct communication
help them to visualize the difference between everything that your park has to
offer versus staying home and dipping their toes in the inflatable kiddie pool
in their back yard.
SEO
Whether or not they really
understand how it works or what it means, every website owner is at least
vaguely familiar with the concept of search
engine optimization. Although SEO is treated as a profit opportunity by
many website development companies, it is essential if you want your website to
be found and highly indexed in online searches. Beware of companies (often
contacting you via spam email or telemarketing calls) who promise you #1 search
engine placement on Google. 99% of those are scams. You know those
telemarketing calls. The caller ID probably shows a local phone number, you
answer the phone, wait a second, then hear a “bloop” sound, followed by
somebody from a boiler room in Bangalore who tells you his name is Michael. The
same people might be calling you another day, pretending that they are from the
“Windows Help Desk” or “Apple Care”, telling you that your Windows computer or
iCloud account has been compromised and that they are coming to your rescue.
There are no magic wands or
shortcuts to effective SEO. Some people try to automate the process, typically
using website plug-ins, but there is nothing like carefully incorporating it
into the construction of the site. Important components are a carefully written
page title, description, proper alt tags behind photos and graphics, open graph
content, and a data feed for search engine robots. Most importantly, carefully
written text where keywords are king. Many people comment that few people read
text these days. Well, my answer is that the 10% of people who still care to
read will appreciate the text on your site, and search engine robots devour
every word. Make them count!
GMB
Another very important SEO
factor is your listing on Google My
Business. Your Google My Business profile is extremely important and under
your full control. Start by claiming your Business
Profile if you have not done so already. Then check that all of the contact
information is correct. This includes the name of your business; your correct
address, phone number, and website address; and your hours. Your campground is
open 24 hours a day, so don’t let potential guests see the word “Closed”. Of
course, update these hours in your off-season.
Choose the most appropriate category for your business, if it is not
already showing, then choose appropriate secondary categories. There are over
3,000 categories to choose from, so be specific. The most obvious choices are
“campground” and “RV park”. You have little control over the description that Google shows; however,
you can write a “from the business” description. Select attributes (such as “free Wi-Fi” or LP gas) listing any of the full
range of your park’s amenities. Be sure to add (and update!) photos on a regular basis, showcasing
only the best available images. You can even add videos and Google 360 videos,
all of which help to create greater engagement. Speaking of engagement, ask
your best customers to write reviews; post questions and answers; and set up
messaging.
KISS
Far from being unique to
website, the acronym for “Keep it
simple, stupid” should influence most aspects of marketing. Some people
seem to think that, when it comes to websites, the more pages the merrier. Not
true. Keep it simple and as concise as possible, with navigation that is
consistent from page to page, that is located at the top of the page or the
left-hand column, and is highly intuitive. Don’t make people guess because
there is a chance they will guess wrong, and that is a source of frustration.
For example, if the navigation says “Map”, does that mean your park’s Site Map,
travel directions on Google Maps, or the “sitemap” of your website.
Don’t waste clicks
and your visitors’ time. Put your contact information on every page, without
forcing people to click on a “Contact Us” link to access that information.
Instead of just linking to your social media content, embed it into your Home
page. Understand your target market, and ensure that your website is designed
to appeal to those demographics – rather than missing the mark. Think smart!
“Gimme Some Truth” is one of
my all-time favorite John Lennon songs, originally released in 1971 as “Give Me
Some Truth” on the Imagine album. It
is a song of frustration that addresses the nearly ever-present deception that
was running rampant at the time. The song was produced by Phil Spector and
featured a slide guitar solo by John’s fellow former Beatle, George Harrison.
The song later became the subject of a 2000 documentary film Gimme Some Truth: The Making of John
Lennon’s Imagine Album. Perhaps even more relevant today than it was in
1971, Gimme Some Truth is the title of a new deluxe box set of 36 remastered
recordings that was released on October 9, 2000 – what would have been John
Lennon’s 80th birthday.
I have been thinking the words
“Gimme Some Truth” to myself quite a bit lately, not only when I watch the news
or when I am presented with online or television advertising, but when I read
press releases right here within the campground industry. I have always been a
believer in the glass being half full, rather than half empty, and there is
certainly nothing wrong with presenting things in a positive light. The problem
is when the positive light crosses the spectrum into the realm of absolute
deception. Having spent my career in advertising, I know the importance of
putting a positive spin on things, but there is a chasm – not a fine line –
between a positive spin and alternative facts. Keep this in mind when promoting
your own business.
It has always been my belief
that with the exception of an occasional run-down park with owners who are
overdue for retirement, there are very few undesirable campgrounds, despite
what might be suggested by sometimes negative reviews. There are simply
instances where, perhaps due to the way that a park has been marketed, the
wrong campers choose to book a stay at the wrong campground. Every campground
has its ideal clientele, and it is important that your park is not marketed in
a way that presents itself as something that it is not, encouraging
reservations by the “wrong” campers. It is far better to be booked at less than
full capacity than to book even a single guest who will spell trouble.
There is a long list of
characteristics that determine the types of campers to which any particular
park will appeal. Determine where your park fits within these parameters, then
formulate how to positively but accurately portray your park to the masses of
campers who are seeking out a park exactly like yours.
Is your park considered large, or is it small?
Is your park located near major attractions, or
is it in a remote setting?
Does your park offer non-stop activities, or
does it offer guests an opportunity to relax and “get away from it all”?
If your park is next to a busy highway, you may
want to promote easy access but not peace and quiet. You should also not
promote a peaceful setting if your park is down the road from a shooting range,
a kennel, or other source of frequent noise.
On the same token, do not promote dark skies at
your park if the sky actually glows with the light from a nearby shopping
center parking lot.
Does your park cater to seasonal campers? If
so, do your transient campers find it difficult to feel welcome?
Does your park cater to big rigs? If so, if
tents and pop-ups are allowed, do their owners feel out of place?
If your park caters to an older, retired
clientele, are families still welcome? Will visiting grandchildren feel like
they are in a reform school rather than a campground?
Is your campground at the upper scale of
predominant rates in your area, or is it highly affordable?
Then there is a set of
questions where the answers are not quite black and white, but where the wrong
expectations can lead to serious misunderstandings and the ever-dreaded
negative reviews:
If you say that pets are welcome, do you have a
list of breeds that are not allowed? Telling a pet owner that his dog is part
of a “vicious breed” is comparable to telling a parent that his child is ugly.
If Wi-Fi is provided at your park, are you
describing its coverage, bandwidth and reliability without exaggeration?
If you say that your park is “handicapped
accessible”, is your park truly making an effort toward ADA compliance?
Finally, in the midst of a
pandemic, are you making everything as clear as possible prior to your guests’
arrivals?
Are you flexible in instances of cancellations
and refund requests, particularly during a pandemic?
If activities and nearby events are either cancelled
or subject to cancellation, and if nearby attractions are closed or operating
under limited capacities, are you informing your guests to the best of your
ability at the time of reservation?
If your guests are required due to either state
regulations or simple common sense, to wear facemasks, practice social
distancing or avoid assembling into groups, are those policies disclosed at the
time of reservation?
If your store, snack bar, swimming pool, or
other facilities are closed, operating with restrictions or require
reservations for use, are your guests aware of those limitations prior to their
arrival?
As you can see, many if not most problems arise from a lack of careful and honest communications, and those communications start well in advance of the time of registration. Try not to present your park with the words that you might think your potential guests might like to hear rather than an accurate and thorough description of what the park offers, what it doesn’t offer, and why the majority of your guests like it for exactly what it is. Life is too complicated, and running your business profitably is more challenging now than ever. Help yourself to succeed in that endeavor by treating your prospective guests to the truth that they deserve.
I am probably asked which
reservation software I recommend more frequently than any other question. My
answer is generally the same each time, responding that I do not recommend any
particular reservation software package over another. They all appear to have
their advantages and disadvantages, and one that is right for one business may
not be right for another. In the 2020 edition of the Woodall’s Campground
Management Business Directory, there are 45 businesses listed under the
“Reservation Management Systems & Software” category. Essentially, those
are too many choices. What I invariably end up doing is to provide a list of
questions to ask when comparing the various products on the market.
As with any business
investment, you should select software based upon its ability to streamline
your workload and increase your profitability. Reservation software is a
long-term investment, which is why software is likely depreciated in your
accounting and on your tax returns. Consistency is good, particularly when it
means that you do not need to learn new processes and your customers are not
required to adapt to something unfamiliar. As with anything online, the
ultimate determination of success is a highly intuitive end-user experience.
Most reservation systems are
part of a broader back office software suite, not simply standalone reservation
engines, allowing you to manage your available inventory in real time. They
might include customer relationship management and property management system
functions. The more robust the package, the more useful the software will be as
you manage not only your inventory of campsites and rental units but your
overall customer base.
When people tell me that
they would like to make a change from an existing software suite, I generally
ask them why they are thinking about making a change. Are they contemplating
the costs and the learning curve, which also applies to employees? What is it
in particular that they dislike about their existing software? I then generally
advise them to talk to their existing account representative to see if they can
address the new concerns (that may, in fact, not have existed at the time of
the original set up.) More often than not, the “problem” is a lack of
communication with the existing supplier.
The
Important Questions
First and foremost, what are
the costs involved? Nothing of value in the business world is free of charge. Is
there an initial purchase price, plus a fixed monthly fee or a per-transaction
fee? If there are transaction fees, are you expected to pass those along to
your customers or are you expected to absorb them into your pricing as a cost
of business? Customers will balk at a hefty fee, and absorbing that same fee
could seriously impact your profit margins.
Do you have to pay fees on
ALL reservations, keeping in mind that most of your customers are finding you
from your own website, not the reservation engine? Generally speaking, nobody
likes to loosen the lid on a pickle jar, only to pay someone else to actually
remove the lid. If you are going to be paying a fee only on stays that are
booked through the reservation engine, is the reservation engine competing
against your website in search results?
Beyond the pricing issue, here
are what I consider to be a few essential questions to ask:
Will you have an account representative assigned to your business
to offer support during the setup process, the learning curve, and beyond?
Are there limitations or costs to that technical support, or are you simply
expected to watch (and understand) video tutorials?
Does it support dynamic pricing? How flexible is your control of
that pricing? Keep in mind that you are looking into a long-term investment.
Even if you are not engaged in the use of dynamic pricing today, you are highly
likely to do so within the foreseeable future.
Does it allow you to determine either a flat or percentage reservation
deposit?
Does it allow users to reserve add-ons at the time the reservation
is made? For example, can a guest reserve a golf cart, or perhaps linen service
in a rental unit?
Of course you expect the reservation process to be responsive,
working on both computers and the full spectrum of mobile devices. Do they have
a responsive widget that can be embedded into your website? If not, who is
responsible for making your landing page look like your website?
Does the reservation engine support languages other than English,
not simply using Google Translate?
Is the reservation process ADA compliant? PCI compliant? GDPR
compliant (important for any reservations originating from the European Union.)
Can the reservation engine integrate with Facebook, where many of
your customers may be ready to book?
If the landing page URL changes, will the old link redirect to the
new destination page?
Also important, is the
reservation software doing more than passively processing reservations? Does it
allow you to follow up with users who do not actually complete the reservation
process? E-commerce companies have long utilized “abandoned shopping cart”
tracking software, with the understanding that somebody who went through 90% of
the buying process is one of your best candidates to turn into a paying
customer. Perhaps a person was sidetracked by a phone call, the needs of
another family member, or it was simply time to call it a night. A little
reminder will not hurt and can often resuscitate the otherwise uncompleted
transaction.
Choosing a real-time
reservation services provider is a very important consideration, which is one
of the primary reasons that so many park owners choose to go with a franchise
system such as KOA. If you are the more typical unaffiliated “mom and pop”
campground owner, you need to make this decision carefully. Too many people
have been forced into making a hasty decision because their reservation
services provider suddenly ceased operation. Do your homework and make your
decision when you are not under duress, choosing a company that you expect to
be a key player ten or more years down the road.
If there is one thing that
is certain with respect to the COVID-19 pandemic, it is that it has almost
universally inflicted a negative impact upon small businesses, campgrounds
included. It has been a wild and bumpy ride that is far from over as I pen this
column in late June of 2020. In most instances, the timing of the pandemic
could not have been worse, delaying openings and leading to a wave of
cancellations at the start of the season.
Campgrounds that were forced
to delay their openings longer than those in most other states, understandably upset
that their ability to generate income had been severely hindered, may end up faring
better in the long run compared to parks in states that jumped the gun at
reopening. With several Northeastern states – particularly New York, New
Jersey, Connecticut and Massachusetts – representing early hot spots for the
virus, some of the less densely populated states may be hitting their peaks at
the height of the summer camping season – a situation that could end up being
far worse than a delayed opening.
Wherever you fit in the
continually evolving map, there is no question that you are going to have to
get creative in order to at least partially offset an overall loss of
anticipated income.
Reach
Out to Non-Campers
Despite the fact that the
airlines and the hotel industry are making serious attempts to persuade the
public that they have made changes to safeguard the health and well-being of
their passengers and guests, some of the last things that most people want to
do at this time would be to take a non-essential flight and stay in a big
hotel. There is even less desire to take a cruise (if the cruise lines were
open) or to be a part of a large indoor event (if most of them were not
cancelled out of respect for both common sense and the public welfare.) The
hotel industry is adapting what are called enhanced cleaning protocols to
sanitize guest rooms, common areas, and key touch points. For the time being,
guests should not expect breakfast buffets, welcome drinks or mini bars, and
nobody wants to ride on a crowded elevator with a man who is not wearing a mask
and who just sneezed.
With all of the hesitancies
that are challenging the hotel industry, campgrounds are rightly perceived as a
much safer lodging alternative, particularly those that offer full-service
cabins and other accommodations that appeal to people who have been
non-campers. Of course, you need to practice those same enhanced cleaning
protocols that apply to hotel rooms; however, you should embrace the
opportunity to be able to reach out to a new category of guests who are new to
the camping experience. This might mean stepping up your offerings of services
and amenities that might have been expected in a more conventional setting,
many of which offer new opportunities for added income. For example, just as
hotel guests might rely on room service to order meals, you might offer
deliveries of things like ice, firewood, and even pizza. You might also want to
consider advance check-ins, express check-outs, escorting new guests to their
sites, and adding branded face masks and sanitizer products to your store
inventory.
Consider
Extending Your Season
Although experts within the
medical and infectious disease communities are currently predicting a 75%
likelihood of a second wave of outbreaks in the fall (based upon previous
pandemics in 1918 and 1957), should this not occur, you might want to consider
extending your camping season beyond its usual closing date. This represents
another means of compensating for some of your likely losses both at the start
and at the height of your season. The interest in camping is less likely to
wane at the end of the summer as may have been the case in past years. Schools
may or may not be reopening, and spectator sports like NCAA and NFL football
are likely to either be cancelled or have restricted attendance. In normal
years, unless your park was located in close proximity to an NCAA college
campus or sports stadium, the seasonal interest in these events tended to divert
a portion of your guests away from camping. Those guests might now be quite
willing to continue their camping seasons, particularly after getting off to a
late start.
Recruit
Seasonal Campers
There has always been
somewhat of a quandary between whether a park should have a greater number of
seasonal or transient campers. When occupancy rates are high, there is no
question that transient sites generate more income than seasonal sites. On the
other hand, seasonal sites represent stable income that is as safe and secure
as money in the bank. In 2020, with phased business re-openings in most states,
there is no question that predominantly seasonal or all-seasonal parks fared
far better than parks that cater primarily to overnight guests. In particular,
parks that rely upon their proximity to major nearby attractions have been hurt
badly while many of those attractions have remained closed. Hurt even worse
have been parks that cater to a highly mobile clientele, located midway along a
highway connecting two major attractions.
Now might be the right time
to consider converting a number of your park’s overnight sites into seasonal
sites. With that same desire for safety and security, many campers are showing
a first-time interest in becoming seasonals. Promote the availability of these
new sites on your website and social media, not only for 2021 but offering
pro-rated opportunities for the current season to your existing guests. If you
have transient guests who are returning for multiple stays, reach out to them
personally to offer them one or more incentives to become seasonals. Sometimes
it is simply a matter of asking them what it would take on your part to persuade
them to make the decision.
When it is necessary to
adapt to changing times, it is important to be flexible and to think of
innovative ways to safeguard your income, profitability, and your ultimate
business survival.