A Fresh Perspective on Facebook
December 13th, 2021
It’s been nearly a year since
I first wrote on the topic of Facebook in a column where I advised readers that
“It’s Okay to Be Antisocial”. I am far from either a prophet or a clairvoyant,
but the warnings that I sounded have proven to be true, and those who may have
dismissed my advice may seem mighty foolish in hindsight. My advice today more
than ever is, not to use Facebook more cautiously, but to abandon the platform
in its entirety, with that same advice applying to most other so-called social
media as well.
Yes, 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. Five 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.
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 exploited the personal
privacy of its users. For years, most people were baffled by the company’s
continual growth while it failed to show even a penny in profits prior to 2009;
however, it did not take long for Facebook to evolve 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 content, even when that advertising originates
with foreign governments or domestic terrorists and clearly represents content
that Facebook knows to be untrue.
Facebook’s business model is designed
to amass huge profits by intentionally sowing discord among its subscribers. Simply
put, the greater the controversy, the greater the profits. 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. Whereas media outlets such as Fox News and CNN
play to their specific audience demographics, and as such will never reach more
than half of a divided population, Facebook profits by selectively appealing to
the entire demographic spectrum and taking money from literally anybody who
wants to influence them. It is the essence of the company’s algorithms, as has
been only partially exposed in recent whistleblower releases of internal
documents.
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. Varying opinions
regarding the coronavirus pandemic, vaccines, and mask mandates have earned
Facebook a fortune in profits. In fact, in a statement released the day prior
to this writing, Facebook announced that its revenues increased by 35% to $29
billion in July through September 2021, while profits rose 17% to $9.2 billion
as compared to the same time period in the previous year. It should not require
an insurrectionist attack upon the U.S. Capitol for reasonable people to
understand that these escalating profits represent a rapidly accelerating
downward spiral for the platform’s users.
Where
do you see your business fitting into this scenario?
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. If you continue to play along, you are paying Facebook an
ever-increasing sum of money so you can reach not new customers but your existing
customers. Why would anybody pay to do that when there are countless alternate
means of reaching your customer base at a far lesser cost? Any why would
anybody do this at a time when most campgrounds have experienced unprecedented
occupancy levels and can barely keep up with the demand for campsites? 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. Depending upon your
available inventory, I would suggest engaging in dynamic pricing or offering
customer incentives rather than feeding Facebook’s coffers. After all, your
customers who use Facebook can still promote your campground, and even Facebook
will admit that direct end user engagement is far more effective than paid
advertising.
Yes, Facebook and the
other social media may be capable of sending you customers, but it is simply
not worth the price. Should you decide to continue to pay to play, what is the
percentage of your profit margin and what is the threshold for return on
investment where you will finally decide that it is time to kick the habit? The
costs to participate will only continue to escalate, as Facebook rolls out its
next generation of social interaction, the so-called “metaverse” that is based
upon 3-D virtual reality and the use of its Oculus VR headsets. There are
people who will argue that you will have to be there as well, but I will argue that
they are wrong and that Dr. Frankenstein’s monster is out of control. The
Federal Trade Commission has wisely proposed the breakup of Facebook, a process
that is long overdue. 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 exploitive and basically wrong.
This post was written by Peter Pelland
Tags: Facebook Posted in Business Ethics, Facebook Tips, Social Media |
Don’t Get Caught by the US Domain Authority Scam!
September 27th, 2021
It has been nearly a decade since I wrote about a scam that was circulating by a company that called itself Domain Registry of America. Their modus operandi was to send out bulk mailings to domain name registrants like you and me, after harvesting our names, addresses, and domain names from public registry records. The letters looked official, exploiting the American flag and warning that you were ready to lose your domain name unless you took immediate action by paying them a “renewal” fee. Many people failed to read the fine print, panicked, and paid the fees. In other instances, company accountants handled accounts payable, failed to recognize the scam, and paid the fees – always without reading the fine print. If 1 or 2% of the people who received these solicitations panicked and made payments, these thieves made an absolute fortune
The fine print was buried at
the bottom or on a second page of the letter, had nothing to do with protecting
your rights, and had everything to do with protecting the interests of the
perpetrators. Basically, the fine print said that this was not an invoice, that
it was a solicitation for goods or services, and that by paying the fee you
were authorizing your domain name registration to be transferred to Domain
Registry of America. You paid the nonrefundable fee, whether or not the company
was successful at transferring your domain name registration away from its
current registrar. If you have wisely locked your domain, which would prevent
its transfer, you would have nonetheless lost the fee that you had paid. Should
you realize your error after the fact and demand a refund, or ask your credit
card provider to charge back the fee, Domain Registry of America would be
willing to sell your domain name back to you for an added fee of $200.00.
Additional fine print stipulated that, if you attempted to sue them, you would
be responsible for payment of all of their legal expenses.
The parent company was
Brandon Gray Internet Services (dba NameJuice.com). Though the letters from
Domain Registry of America had a return address in Buffalo, New York, the
company’s offices were actually located over the border in Markham, Ontario. The
scam was so successful that there were international variations such as Domain
Registry of Australia, Domain Registry of Canada, Domain Registry of Europe,
Domain Renewal Group, and Liberty Names of America (where the letters would
exploit the Statue of Liberty instead of the American flag.) In December of
2003, a United States District Court order on behalf of the Federal Trade
Commission prohibited Domain Registry of America from engaging in these
practices, but that failed to stop them. Today, the NameJuice.com website is
still live, hosted on the company’s own servers, and the DROA.com website of
Domain Registry of America now opens a suspiciously similar site that is
operating under the Domain Registry Services name.
Very similar scams (often
involving email rather than more expensive bulk mail) include one where the
recipient is warned as some sort of “courtesy” that somebody has inquired into
registering the .CN, .HK or .TW (the country codes for the People’s Republic of
China, Hong Kong and Taiwan, respectively) version of your domain name and
thereby jeopardizing your online presence. They then offer to sell you these
versions of your domain name, along with a laundry list of other worthless
variations – for an annual fee. First of all, unless your business has an
internationally recognized brand name – such as Microsoft – nobody is interested in wasting money registering
alternate versions of your .COM domain name, nobody has inquired about doing
so, nobody would legitimately warn you, and these thieves are looking out for
nothing but your money and your credit card number.
Another similar scam is the yet another that looks like a domain name registration renewal invoice, also preying upon the common fear of losing one’s domain name. It is actually a “warning” that some sort of non-existent SEO (search engine optimization) services are ready to expire, which will result in Google dropping your website from its search engine listings. One that is currently making the rounds comes in the mail and says it is from a company called United States Domain Authority, operating out of a post office box in North Carolina. The letters look both official and urgent, and they once again exploit the American flag to add to their credibility among the naïve. The “notice” says that it is for an “Annual Website Domain Listing” at an annual price of $289.00. Basically, you would be paying this fee for an essentially worthless listing on its own usdomainauthority.com website. The fine print reads that “This website listing offer is provided to leading websites throughout the United States to enhance their Website exposure and expose them to new customers through our directory. We are not a domain registrar and we do not Register or Renew Domain Names.” It continues, “THIS IS NOT A BILL. THIS IS A SOLICITATION. YOU ARE UNDER NO OBLIGATION TO PAY THE AMOUNT STATED ABOVE UNLESS YOU ACCEPT THIS OFFER.” The company is covering the legal requirements, though ethics, decency, and honesty are tossed aside. Fortunately for them, many people do not take the time to read.
This mailing from United
States Domain Authority encourages payments by return mail or credit card
online, asking that checks be made payable to “Domain Authority”. It lists a
Web address of usdomainauthority.com, a domain name that was registered with
GoDaddy on March 12, 2021. In other words, this outfit is selling $289.00
directory listings on a website that has barely been in existence long enough
to be recognized itself.
Why do you get these letters, emails, and junk faxes? Simply put, because there are thieves in this world. When you register a domain name, your contact information is publicly accessible unless you pay for a so-called “private registration” … an additional $5.00 or $10.00 annual fee with most registrars. If you are capable of detecting scams, save that annual fee and let these people waste their money on postage; otherwise, you may want to pay for a private registration, where your contact information cannot be readily harvested. It is also important to always keep your domain name registration in “locked” status until such time as you might want to voluntarily transfer to another registrar. Most importantly, if you receive one of these solicitations, rather than just throwing it away, try to do your part to help put these people out of business by forwarding a copy of the correspondence to the U.S. Federal Trade Commission and the office of your state attorney general. There have been instances in the past where several state attorneys general have banded together and have gone after people like this.
Now if we could only stop the TV commercials with Joe Namath selling Medicare supplements, Pat Boone selling walk-in bathtubs, and Marie Osmond selling weight-loss products …
This post was written by Peter Pelland
Tags: Brandon Gray Internet Services, Domain Registry of America, US Domain Authority Posted in Domain Name Registrations, Scams |
Another Step to Protect Your Privacy
September 3rd, 2021
You might be surprised to
learn how much of your personal information is readily available online, easily
accessed by just about anybody, and being packaged and sold at a profit by over
100 data brokers, so-called public records providers. There are over a billion
searchable public records today, and both federal and state legislation passed
over the last 50 years ensures the public’s right to access. It all started
with the Freedom of Information Act, passed in 1967, guaranteeing that anyone
can submit a public records request to any federal agency, and that agency
(with few exceptions) is mandated to provide the information in a timely
manner. This federal legislation was followed by similar “sunshine laws” that
were passed in all 50 states, providing access to state and local public
records. The public has a right to know what is going on behind closed doors with
its elected officials and government agencies, but it is the access to public information
regarding specific people – routinely exploited by profit-seekers who sell
compiled data to marketers and others who have no business accessing your
personal information – that is troublesome.
If you do a search on Google
for your name, city, and state, you are likely to be shocked to see how much
personal information (some of it highly inaccurate) is available with just one
click, where public records are consolidated with information that you may have
voluntarily provided on platforms such as Facebook and LinkedIn. You will probably
find your full name and address, former addresses, family members (including
births, deaths, marriages and divorces), phone numbers, email addresses, year
of birth, estimated annual income and net worth, real estate and property
records, property taxes, professional licenses, voter registrations, campaign
contributions, court records, arrest records, prison records, sex offender
registrations, bankruptcy records, educational level, general credit status, liens,
and corporation and LLC records. Is that enough? About the only records that
are generally off-limits are your tax returns, school transcripts, library
records, health records, and juvenile court records.
How
Public Records Providers Operate
If you go to one of these
public records providers’ websites, you will first be asked enter the first and
last name of the person for whom you are searching, along with his or her city
and state. You will then be presented with a list of results that likely include
that person, along with links for “more information” or a “full report”. You
will then wait several minutes for the report to be allegedly generated,
teasing you with the categories of information that are being compiled, and
presenting you with one or more payment or subscription options. If you are
like me, you realize that public information must remain accessible, but you
would like to see your personal information removed from websites that are
packaging that information for profit and selling it to anybody willing to pay
their fee.
If you live in California,
you are in luck because the California Consumer Privacy Act (CCPA) protects the
rights of California residents regarding their personal information, including
the right to easily request access to or deletion of their personal
information, as well as the right to demand that businesses stop selling that
personal information. Whether you live in California or elsewhere, you
basically need to go to the website of each public records provider and click
on the link (usually at the bottom of the page) that says “Do Not Sell My
Personal Information”. You will then be directed through a multi-step process
that will include email or text authentication in order to be removed from that
one seller’s database. (If you live in California, there will be a secondary
link that will streamline the process.) Of course, there are businesses that
are willing to capitalize on anything, and there are companies online that will
do the work for you for a substantial fee. Two of those are companies called
DeleteMe – https://joindeleteme.com/ and
OneRep – https://onerep.com/ that
will provide that service for one person for one year at prices of $129.00 or
$99.00 respectively.
Presuming that you would
like to avoid that kind of fee and would like to go through the process of
removing your personal data from these websites yourself, here is a list of
some of the major culprits, along with their removal URLs:
- Instant
Checkmate. https://www.instantcheckmate.com/opt-out/
- SpyFly. https://www.spyfly.com/help-center/remove-my-public-record
- TruthFinder. https://www.truthfinder.com/opt-out/
- BeenVerified. https://www.beenverified.com/app/optout/search
- CheckPeople. https://checkpeople.com/do-not-sell-info
- PeopleFinders. https://www.peoplefinders.com/manage
- US Search. https://www.ussearch.com/opt-out/submit/
- ID
True. https://www.idtrue.com/optout/
- Spokeo. https://www.spokeo.com/optout
- Intelius. https://www.intelius.com/opt-out/
- Radaris. https://radaris.com/control/
Several additional websites do not maintain their own databases, basically repackaging the information from larger data brokers and earning a commission on sales. In those instances, getting removed from the source of the data will remove you from more than one site. Examples are the PeopleLooker, PeekYou, and PeopleSmart websites that run off the BeenVerified database, and InstantPeopleFinder that runs off the Intelius database. Then there are other companies – such as FreeBackgroundCheck.org (with a bald eagle in its logo and which at $19.95 per month is anything but free) – that seem to spit in the eyes of privacy rights. According to the FAQ page of their website: “As a courtesy (sic) we can ‘opt out’ your specific information. Contact customer support and request the procedure instructions to be removed from the database. Each individual that wishes to be opted out of must be accompanied by proof of identity and address. We will only be processing opt out requests we receive by fax or mail and no request will be processed without complete information. Requests for opt out will not be processed over the phone or via email.”
You probably already knew that we are living in a world where personal privacy rights are continually swept under the carpet, and where there are countless companies and individuals that are willing to compromise those rights through the use of dubious profit-based services. Although you may very well feel like David vs. Goliath, you can at least attempt to fight back!
This post was written by Peter Pelland
Tags: California Consumer Privacy Act (CCPA), data brokers, opt out, personal privacy, Public Records Providers Posted in Cyber Security |
You Think It Can’t Happen to You?
July 4th, 2021
If you are aware of ongoing
news events, you know about the recent online cyberattacks at big companies
like Colonial Pipeline and JBS. In both instances, ransomware was involved.
Colonial Pipeline reportedly paid $4.4 million in ransom, after shutting down
the delivery supply of gasoline, diesel, heating oil and jet fuel across much
of the eastern United States, causing a spike in prices that you have paid at
the pump. In the case of JBS, the meat processing network across the United
States, Canada and Australia has been affected, with the impacts being felt by
consumers at grocery stores and supermarkets. It has not yet been disclosed at
the time of this writing what ransom, if any, was paid by JBS, but it joins a
wave of ransomware attacks against businesses and organizations since the start
of the year that includes Molson Coors, E & J Gallo Wines, Kia Motors USA,
and the District of Columbia Police Department. Most victims prefer to keep
their companies’ identities anonymous for obvious reasons.
Lest you think that these attacks only target big businesses and our national infrastructure, think again. Also recently, a ransomware attack targeted the Steamship Authority, the Massachusetts transportation entity that runs the primary transportation network that connects Woods Hole on Cape Cod with the islands of Martha’s Vineyard and Nantucket, disabling its reservation system. You may be seeing a connection there that suggests that the tourism industry is more vulnerable than you may have imagined.
According to Cybercrime
Magazine, the fact is that a new business will be targeted by a ransomware attack
every 11 seconds in 2021. The primary points of entry are vulnerable software
(generally the result of a failure to apply security patches or the
installation of apps than are either unsecure or intentionally contain malware)
and email phishing. According to Fortinet, 1 in 3,000 emails sent to businesses
and that pass typical security
filtering, contain malware that includes ransomware. The average downtime for a
business that has been attacked is 19 days, and the average ransom paid is
nearly $250,000.00. An attack on a small business would have a smaller ransom,
but could you afford to pay $25,000.00 or be unable to access your reservation
system for days on end? A large percentage of these ransoms are covered by
cybersecurity insurance, for businesses that carry that coverage. The ransoms
always require payment using cryptocurrency, making the perpetrators totally
untraceable other than generalities regarding their country of origin.
Although it is true that the
reports that we see covered by the national news media involve larger
organizations where the impacts are more broadly disruptive, smaller businesses
are generally far more vulnerable and even more likely to be targeted. The
recent surge in employees working from home, where security standards are
usually less stringent, has also contributed to the proliferation in attacks. The
smaller your company, and the more personally associated you are with that
business, the more likely you are to be an easy target. If you are one of the
hundreds of millions of people with an account on either Facebook or LinkedIn,
your personal data has already been stolen since the start of this year and is
being freely distributed on the Dark Net. That data likely includes your name,
address, email address, phone number and more. There is a connection between these
data breaches and the phishing emails and scam phone calls that you receive.
One common point of entry in
recent weeks has been email that allegedly comes from your email service
provider, claiming that your email account has been put on hold pending some
sort of “verification”. While writing this, one of my clients forwarded me one
such email that she had just received. The “verification” link was a cryptic
200-character URL based in India. How many people, through either carelessness,
naivety, or a sense of panic over the thought of losing their email access,
will click on those links?
Email service providers are
getting far more vigilant about trying to stop malicious emails before they reach
your inbox, but it is a frustratingly endless task. Users get upset if legitimate
emails they either send or receive are falsely flagged. One of the large email
service providers that my company uses for many our clients’ email accounts
found itself blacklisted by Microsoft about a month ago, after a single user
had sent out an email with malicious content. As a result, thousands of
subsequent legitimate messages were not reaching their intended recipients with
either Outlook or Hotmail email addresses. Then yesterday, an email account for
one of our clients was automatically disabled after she had sent out an email
to a couple hundred seasonal campers with a Microsoft Word document attached, a
risky violation of typical email terms and conditions. She was unaware that
Word documents are frequently used to harbor malware and that this would
trigger a red flag.
In other instances, we have
clients who ask us to set up email accounts for every new employee, typically
designating a weak password to be used. We reluctantly follow instructions, but
include a link to Security.org’s HowSecureIsMyPassword.net
website, which can show that the designated password could be cracked by any
computer in a day or less.
When it comes to employee
email accounts, the questions you should ask yourself are:
- Does this employee actually need his own email account?
- Are you prepared to pay the costs and
disruption to your business if your network is breached as the result of using
a weak password?
- Are you prepared to pay a ransom because a
minimum wage employee with little or no training in cybersecurity standards
clicks on a malicious link?
- Do you give every employee a key to your
front door and access to your cash register?
Ignoring these concerns
comes at your own peril. Would you leave your car unlocked on a city street,
maybe with the windows open, and maybe even with the keys left on the seat? If
your car would be stolen, you would only have yourself to blame; however, if
the car was then used to intentionally drive into a crowd of people, you would
be guilty of criminal negligence. Another example would be somebody working the
night shift at a convenience store, having a handgun for security and leaving
it on the counter. That would be an invitation for an armed robbery and
potential injuries or deaths.
If you would never think of
doing anything as careless as either of those two examples, why would you use a
weak password, or use the same password for multiple purposes? Using the same
password to access more than one email account or online application is like
leaving those keys on the seat of your unlocked automobile, except that the key
ring including the keys to every other vehicle that you own, the front door to
your office, and the front door to your home.
You think it can’t
happen to you? Think again!
This post was written by Peter Pelland
Tags: ransomware Posted in Cyber Security |
It’s Okay to Be Antisocial
March 11th, 2021
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.
This post was written by Peter Pelland
Tags: Facebook, Facebook Advertising, Federal Trade Commission, social media Posted in Business Ethics, Consumer Trends, Cyber Security, Facebook Tips, Marketing Strategies, Social Media |
Website Design Considerations
December 1st, 2020
Part 1 The Basics
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!
This post was written by Peter Pelland
Tags: call to action, end-user experience, Google My Business, mobile-friendly, SEO Posted in Google Resources, Marketing Strategies, SEO & Organic Search, Website Development |
Gimme Some Truth
November 15th, 2020
“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.
This post was written by Peter Pelland
Posted in Business Ethics, Marketing Strategies |
Domain Name Registrations Revisited
October 26th, 2020
I recently had some work
done on my car, where I left the shop my wife’s key fob rather than removing my
own from a crowded key ring. A few minutes later, the shop called to tell me
that the battery was dead in that little-used key fob, requiring that I drive
back to the shop and take my own key off of the key ring anyway. Domain name
registrations are somewhat similar, where we give little thought to something
that we do not use on a regular basis, but that lack of attention can suddenly
become important.
One of my clients called me
yesterday, when I was able to congratulate him on the impending sale of his
business, a small marina on a lake in northern New England. He asked for advice
on the transition of the business’s website, and I told him how he needed to ensure
that the registrant information for his domain name was updated at the time of
sale. The registrant is the owner of a domain name, even though nobody actually
“owns” their domain name. Think of it as a long-term lease (from 1 to 10 years)
that you enter into with a domain name registrar (the equivalent of a rental
agent, in this instance.) That “lease” may be renewed indefinitely, as long as
you keep up with your payments.
When selling a business, it
is much easier and more efficient to leave the domain name registration with
the current registrar. If possible, it makes more sense to simply change the
registrant information (name, email address, and other contact information) to that
of the new owner rather than fully transferring the ownership of the domain to
a new account or a new registrar. When actual transfer of ownership is
necessary, I have had transfers complete within minutes, and I have also had
transfers that have dragged on for months or failed entirely.
Who “Owns” Your Domain Name?
In another recent instance,
I was contacted by the new owner of a campground in Pennsylvania who is looking
to replace the website that she inherited from the former owner. Upon doing a whois
lookup, I immediately learned that not only had the domain name registration not
been updated at the time of sale, but that the former owner never owned the
domain name in the first place! The domain had been owned for nearly 10 years
by the discount hosting services provider that the previous owner had been
using, registered with one of its sister companies. In the attempt to
rightfully transfer ownership, the park owner is at the mercy of the website
host that they would like to leave.
In yet another recent
instance, I was contacted by the owners of a campground in Alabama that has
never had a website. The owners are interested in a website now, but the most
logical domain name (the name of the park dot com) was registered earlier in
the year by the owner of a local tattoo parlor who apparently dabbles in
websites. I casually reached out to the owner of the domain on behalf of the
campground, but he never even returned my call. In this instance, the
campground’s only option is to seek out the next best domain name, but
realizing that confusion with that most logical domain name is likely to haunt
them for years to come.
Protect
Your Existing Domain Name
Protect your existing domain
name(s) from potential hijacking. Unless you are certain where your domain name
is registered, know that it is locked to prevent transfer, and know its
expiration/renewal date, do yourself a favor and perform a whois lookup. Go to https://whois.com/ and
enter your domain name. Confirm that YOU are listed as the registrant, not your
webmaster or your hosting services provider. This should list your name and
your business name and address, along with your email address. You should also
confirm that the domain status includes the words “Transfer Prohibited”,
“Update Prohibited” and “Delete Prohibited”. If the information is outdated or
incorrect, update that information without delay.
If the information in your
whois lookup is not recognizable, you may be paying for a so-called private
registration. That is probably the most commonly purchased domain name
registration add-on, usually incurring an annual fee of $5.00 or $10.00. In
almost all instances, a private registration is a waste of money, and it will
prevent you from confirming your domain name registration details without logging
into your account. When you actually do log in, you might be surprised to find –
like the new campground owners in Pennsylvania – that your webmaster or hosting
company is the actual registrant (owner) of your domain name. If that is the
case, this is something that needs to be corrected immediately. You also want
to confirm that the email address associated with your name is not an old AOL
email address that you have not used in years, or that your domain is unlocked
– which is roughly equivalent to the carelessness of leaving your parked car
unlocked on the streets of a major city.
After the registrant, a
second important piece of contact information associated with a domain name
registration is the administrative contact. This will most often and correctly be
the contact information for your current webmaster. The important things are
for this to be updated if you change webmaster and for the associated email
address to be valid, since the administrative contact is the one to approve (or
decline) changes to your domain name registration. I have seen instances over
the years where there is a falling out with a webmaster / administrative
contact, a situation that can really put a domain name in jeopardy. Though this
does not happen often, it usually involves a webmaster who is an estranged
family member or a local webmaster who thinks he is owed money or who decides
to become vindictive should you decide to take your business elsewhere.
Take a moment to
confirm that all of the information associated with your domain name
registration(s) is correct and up-to-date, avoiding an encounter with
last-minute surprises when you are ready to sell your business or otherwise
need to make a change. While you are at it, check the batteries in your key
fob.
This post was written by Peter Pelland
Tags: domain name registration, Domain Name Registrations Posted in Domain Name Registrations |
The Reservation Software Decision
September 4th, 2020
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.
This post was written by Peter Pelland
Tags: campground reservations, reservation software, reservation systems Posted in Marketing Strategies, Website Development |
Adapt to Changing Times
August 27th, 2020
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.
This post was written by Peter Pelland
Tags: COVID-19 Posted in Marketing Strategies, Small Business |
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