WHNetwork Blog

Everyone has their opinion. And of course I have mine as well. You can see two of my 'kids' here -- Emily & Roux. Like most dogs, they think they should accompany me everywhere I go. Emily is a pretty good girl, and in most cases really knows how to mind her manners. Roux is all boy (and a rough and tumble one at that), so we are still working on his public social skills! Reading all the responses has reinvigorated my desire to brush up their social skills. Then maybe we'll see you at a dog friendly winery soon -- or even just sipping a little vino in front of the Swiss Hotel.

First let's start with the business' point of view. Let's start with which segment of the industry our respondents are from:

Next, we asked "How was the experience?" Not a single person said it was a terrible or even negative experience. In fact only 8% ranked the experience as 'OK' while the remainder ranked in either 'fabulous' or somewhere in between 'fabulous' and 'OK.' I guess our furry friends are doing a good job while they are out in public. Here are some of the upsides of managing a pet friendly business:

"During the summer, we have a lot of people that bring their dogs and sit outside at the picnic tables."

"People love to include their pets when they are doing something social, makes the tasting room feel like home."

"Pet owners are a very interesting niche for a hotel or restaurant. Good spending power (often mid-aged childless couples), excellent word of mouth exposure, easy to target as there are large but few online communities of pet owners."

"They add to the enjoyment of our winery and we have ample space for them to run around and frolic. It's fun to watch."

"The upside is more visitors. People are also more likely to stay and enjoy a bottle of wine if they don't have to leave the dog in the car."

"The upside is meeting many wonderful pets...and their owners...I will not stop taking pets, all kinds...I've had cats, birds, & dogs...So it's not just the dog that travels with their owners."

"Upside: People are really happy when their beloved pets are with them. I think that people are so busy during their weekdays and work periods--that they're often feeling guilty when they're off on a vacation--just when they actually have free time to spend--and they're not with their pet(s)."

"Everyone loves it when Pets come to Red Mountain Resort & Spa in St. George, UT. The pet owners are treated like Rock Stars by our other guests, who gather around them to meet their pet. The team of employees loves to spoil the pets, and the pet owners love that they are so accommodating."

"I love dogs and know how hard it is to travel with or without your pet. Guests are overjoyed to find out they can bring their dog to The Haven in Walla Walla and Dayton."

"People enjoy bringing their dogs out with them on weekend picnics. Our winery, Cooper Vineyards, has a large amount of open space not near a major road. We sponsor an annual benefit for the Richmond SPCA - Lucy's weekend every May - it is a dog extravaganza!! Folks are allowed to bring their pets and we have adoptions available as well. We also support other local animal rescue groups and allow them to have their staff and adoptions on site for many of our other winery events."

"We are passionate dog people ourselves, so we know what it is like to try to travel with your best friend - unfortunately many places give you the worst room in the inn! We have found that people are will to pay for the very best to be able to bring their dog(s) along! And we have had the pleasure of meeting some very special dogs. One of our favorite guests, a Rottweiler named Maya, has epilepsy so we give her bananas instead of dog biscuits at check-in (high in potassium)."

"Being the only hotel in my area that allows pets, we have seen an increase in business from pet owners traveling with animals."

"We actually have an annual event now benefitting Ohio Pug Rescue. Last year we had about 250 dogs - not only did everyone get along but people raved about how great it was for them to bring their dogs and let everyone play together."

"Our experiences have been great! It's a win win. We even have a hike we call the Pound Puppy Hike that we take our guest to walk dogs at a local No Kill Shelter. It makes the pets trust humans and be more adoptable, and make the guests feel great! Several have found happy homes with our wonderful guests throughout the US."

(Sorry we don't have room to print all of the responses)

The downsides were fairly minimal -- and consistent. For hotels and B&Bs the downside mentioned most consistently was 'extra cleaning required' although all seemed to think it was worth it. For other businesses it was the occasional 'negligent owner' who did not properly control and/or clean up after Fido. To quote one respondent, "The downside is the very few who are irresponsible." There was also the occasional comment about losing guests who do not appreciate nor want to be around animals; of course the reverse is an upside- you will gain those who do. A couple more 'interesting' experiences include having to replace flooring and furniture, and this one: "The only bad experience happened when an owner let her two labs jump into our small, koi-stocked pond. The worst part is that she thought it was funny."

The over-all feel was that although there may be some challenges, and there may be some increased work, the good far outweighed the bad.

Interestingly enough, the consumers were a bit more opinionated than the management! 3.2% of hotel guests ranked pet friendly hotels 'not to my taste.' The same for 14.3% of restaurant respondents and 6.5% of winery customers. Not to fret pet lovers, the great majority ranked pet friendly hotels, restaurants and wineries 'wonderful' and a small percentage remained neutral on the topic. Now let's hear what the guests had to say...

"We were vacationing in Ventura California and found a lovely little outdoor cafe called Zoey's Cafe that was pet friendly. They had special water bowls for pets and really made us feel comfortable. I wish there were more places like this around the country!"

"Big, bear-like dog at Freemark Abbey. Adorable!"

"Two Mountain Winery and Dunham Cellars in Washington state both have dogs running around. They don't seem to be a problem. Beveridge Place is a bar in West Seattle that allows dogs. It's a very nice place."

"Nice to have your best bud around, whether it's a person or a dog. as long as they don't start bringing cats I'm cool."

"I have visited many pet friendly hotels and restaurants in Europe, where pets are generally better trained BECAUSE they are allowed. Here in the US, we have pet friendly restaurants only available in warm weather as they must be outside tables."

Many make decisions on where to go or where to stay based on whether or not a place allows pets -- clearly another case of 'you can't please everybody.' Here is the bad... and the good...

"I am not interested in dealing with peoples' pets (or children, for that matter!) in public places. And, with my husband and myself having various allergies, I would never sleep in a hotel that had also housed animals of any sort."

"I would not be too comfortable going to a restaurant and having other diners with their pets. I love animals, but not if I'm out trying to enjoy a nice meal."

"As the parent to a large (well-trained) male Rottweiler, I am always aware of the potential negative (feared) reaction of others when in public. I am always appreciative of hotels that allow pets. The Shilo Inn chain has been great and always works with me to get me a room near an outside entrance so we don't have to cause too much alarm to others who may not share the same love for large dogs."

"I make most of my decisions regarding weekend plans and dining around being able to take my basenji Ted along."

"I exhibit my dogs so I often travel to the shows and need to stay in pet-friendly hotels. The best, affordable chain that usually allows pets is La Quinta. My dogs are my children, so I appreciate companies that understand and recognize that."

"There are Marriott Hotels that we would love to visit, but they are not pet friendly, therefore, we will not be going."

As with everything, it seemed it comes down to knowing who you are, and who your customer is; staying true to that and letting the rest go. I don't see the end to our love affair with our pets so I guess I'm glad I fall on the side of being happy with pet friendly businesses. If you see Roux, Emily and I in or around Sonoma -- stop and say hi!

-Margie

Whether or not you are a pet owner/lover or not, you have to have noticed the growing partnership between the booming pet industry and the hospitality industry. Dog bakeries seem to be in every town, doggy day camps, dog boarding, dog grooming, pet portraits, and an unbelievable array of dog accessories that are available at high end boutiques to Target and Walmart. It is not surprising that more and more in our industry are jumping on board.

I was speaking with Len Kain, co-founder of DogFriendly.com regarding the growing pet trend. Every year Len sees an increase in businesses that wish to be listed as dog friendly. Why do they do this? Well, it depends on the business - the the business' owner(s).

The hotel industry made big strides about 10 years ago, when more and more hotels began to try to attract those traveling with pets. Suites hotels began to cater to those who were with them longer term, understanding that people can't or don't wish to board their pets for extended stays. The trend grew from "allowing pets" to "inviting pets" to "catering to pets." Len saw an large increase after 9/11, when more people began to take driving vacations, one of the advantages of which was that now the dogs. could go along. Now, with the slower economic times, this trend is in rapid growth mode again, increasing the need for more and more pet friendly accommodations. How far will they go? Loews Hotels has some interesting offers: Dogs can take singing lessons and cut a CD in Nashville, take a surfing lesson in Coronado or go on a hike in Denver. I hear that a New York hotel provides dog bathrobes, orthopedic beds and pet psychic services. Some hotels offer massage and other spa services.

While the hotel industry got into it as a business decision to attract more guests, wineries are typically dog friendly because they love dogs, and many have their own winery dog as 'mascot." To see how prevalent this is, check out WineDogs.com, producer of the "wine dogs" series of books. By the way, they are now calling for entries for Wine Dogs USA 3. St Supery in Napa Valley has an Dog Days event every Fall, you can sip wine and nosh on tidbits, while Rover cavorts with doggy friends. St Francis winery has an annual Fall event "Blessing of the Animals" which includes a "winery dog of the year" contest.

Restaurants many have jumped on this trend for both reasons. Perhaps the owner or manager is a dog fan, perhaps they are located next to a park where many people walk dogs, and it is a way to attract business. Some restaurants, such as The Park Bench Cafe in Huntington Beach, CA, even offer a menu just for the dogs. Of course, it should be noted that with both wineries and restaurants, dogs are kept to the outside areas only!

I asked Len if he had heard any horror stories around dogs being allowed in these venues, and he said he really couldn't think of any. Of course there are going to be occasional scrapes and complaints, but overall Len felt that the type of people who bring dogs are generally pretty conscientious and bring dogs who are well behaved. In fact, his comment was "Often, the dogs are better behaved than many of the people."

We wanted to ask you about your experiences. We have two surveys - one for visitors to a dog friendly establishment, the other for those working in or managing a dog friendly establishment. Take either (or both, if applicable!) and get the result immediately upon completion.

Dog Friendly Restaurant, Hotel or Winery Guest

Dog Friendly Restaurant, Hotel or Winery Employee or Manager

Links to dog friendly listing sites:

DogFriendly.com lists restaurants, hotels, parks, beaches, events & attractions that are searchable by state.

Napa Valley Dog Friendly Wineries

Sonoma Valley Dog Friendly Wineries

Virginia Dog Friendly Wineries

There is even a winery dedicated to this subject! Friendly Dog Winery in Kenwood, CA

We had lots of good feedback regarding last week's article, The Dilemma: Attracting New Customers vs Retaining - and Rewarding - Current Customers, however I thought I'd pick out one in particular to share with you. (The rest are listed below the previous blog) I think Monica & Rock truly got the essence of the dilemma and had a very well thought out plan of action. See what you think:

"This is something I have struggled with this year, starting last year! My 'frequent sleepers' were getting the same deal a 'walk-in' could get, if asked politely and at the right time!

So, I sat down and thought about my repeat guests and how I could serve them while also getting the new guest on board as well.

Because a guest cannot book my inn on any discount booking sites, I control who gets what rates. This year my 'frequent sleepers' are getting discounts that are 50% better than 'off the street' traffic can command. They are also now able to earn free nights. Because many of my repeat guests have been coming here the entire time I have owned the inn, most of them will receive their free night this year. Nothing like instant rewards!

We will be doing a joint program this spring wherein my repeat guests will be invited to bring a friend with the second room being free. Essentially, a BOGO, with the repeat guest getting their room for 50% off and also introducing a new guest to the inn. For the repeat guest, the nights they stay at the reduced rate will count toward their eventual free night. And the new guest will start on the path toward discounted stays and a free night.

We hope that is a winner all around!"

Thank you,

Monica & Rock
Innkeepers
White Cedar Inn
178 Main Street
Freeport, ME 04032
www.whitecedarinn.com

Celebrating 21 years of providing cozy accommodations, scrumptious breakfasts and thought-provoking conversation for our guests since 1987.

Freeport's first B&B to be awarded the Green Certificate in Lodging by the State of Maine

Once again it happened. One of those moments where you are customer and suddenly you feel that you are not being treated the way you would like. We're not talking basic customer service here - we're talking about that constant dilemma: can a company make a special offer to new customers without upsetting current customers.

Here's what happened. I got an email advertisement from a company I have made previous purchases from (they sell logo clothing and promotional items). I liked the price, I liked the item and I clicked through to purchase. Just the way the email was supposed to work, right? Don't you wish it was always this easy? The offer was so attractive to me because there was only a small minimum, and there was no set up fee for the logo.

I clicked to buy and there in my shopping cart was an additional $100 charge for logo setup! Wait a minute... Didn't I see the words "no set up fee?" I picked up the phone and called (it's already going down hill at this point, I am a click and buy girl; now it's getting to be time consuming). "Oh yes" the young woman one the phone told me, "We do offer a low minimum, no set up fee offer. But it is only for new customers."

Only for new customers? So, in other words, new customers get a better deal than long standing repeat customers? Guess how that made me feel! I said, "Well, this is a new customer, with a new logo. It just happens that I am the one ordering." (All true). In that case I was told, I would need to set up another new account with a separate email address and then I could go back and repeat the entire ordering process. In the end, I did make the purchase, but I was less than thrilled with the company or the process; in the end I got the items at the price offered; however paid a price in time and additional effort. I doubt that was the company's goal.

Now don't get me wrong - I understand the other side as well. Here you are - a good business, but one that needs new customers as well as regulars - to survive, let alone make money. It is a tough time right now - sales are hard to come by. You need to do something to attract these new customers. Why not try a "special offer?" Something enticing - maybe take less profit - or even none - just to get them in the door. Then you'll wow them with your product and service and they too will become regular customers! It's perfect. Until your regulars hear about it.

They say it takes $10 of new business to replace $1 of lost business. So what is your answer? I believe the wineries have a pretty good model with wine clubs - it is often the benefits or rewards that are part of the allure of joining. "Wine Club Only" event invites, the deepest discounts. Is this an example we can carry into other industries? Hotels often have "frequent traveler" pricing, however it is also often possible to beat the pricing with some of the "discount" booking sites. Are any restaurants making a model like this work?

I'd like to hear from you! What have been your experiences - either good or bad? Let me know! I'll share what I hear. Post here or email me at Margie@OTLConsulting.com.
______________________________________________________________________

Hi Margie,

This is something I have struggled with this year, starting last year! My 'frequent sleepers' were getting the same deal a 'walk-in' could get, if asked politely and at the right time!

So, I sat down and thought about my repeat guests and how I could serve them while also getting the new guest on board as well.

Because a guest cannot book my inn on any discount booking sites, I control who gets what rates. This year my 'frequent sleepers' are getting discounts that are 50% better than 'off the street' traffic can command. They are also now able to earn free nights. Because many of my repeat guests have been coming here the entire time I have owned the inn, most of them will receive their free night this year. Nothing like instant rewards!

We will be doing a joint program this spring wherein my repeat guests will be invited to bring a friend with the second room being free. Essentially, a BOGO, with the repeat guest getting their room for 50% off and also introducing a new guest to the inn. For the repeat guest, the nights they stay at the reduced rate will count toward their eventual free night. And the new guest will start on the path toward discounted stays and a free night.

We hope that is a winner all around!

Thank you,

Monica & Rock
Innkeepers
White Cedar Inn
178 Main Street
Freeport, ME 04032
www.whitecedarinn.com
Celebrating 21 years of providing cozy accommodations,
scrumptious breakfasts and thought-provoking conversation for our guests. Since 1987.

Freeport's first B&B to be awarded the Green Certificate in Lodging by the State of Maine.

You may view our availability calendar and book online at your convenience.

As seen in Down East and Everyday with Rachael Ray.
___________________________________________________________________
What in interesting article! It made me think of the promotional efforts I've tried or encountered over the years. I've been working in high-end fine-dining as a Restaurant Manager and Sommelier since graduating in 2002, from the Culinary Institute of America in Hyde Park, NY.

In trying to find parallels in fine dining to your experience, I remind myself that the idea of discounts and coupons is counter indicated by the very nature of fine dining as a luxury activity. You'll never see discounts or coupons at restaurants like Per Se or Jean George because part of what we sell is an experience that is made exclusive partially by the high cost.

Furthermore, the idea of extending any sort of promotional pricing to new customers in a restaurant immediately supposes that you have a way of telling the new customers from the old. In the old days, one of the requirements of a superstar maitre d' would be an infallible memory to be able to create a mental database of guests, their preferences, birthdays and anniversaries, etc. Nowadays, more often than not, we use Open Table to keep files on as many customers as possible. Of course, no system is perfect, and it's not realistic to enter notes and keep track of every guest that comes into the restaurant.

To further complicate the matter, restaurant dining is a communal / social experience and is rarely about a single diner eating alone. In other words, how would you handle a table of six where some of the people are first-time guests and some are returning guests?

And so, as I comb my memory for promotional efforts, I don't think I can recall anything that is applied exclusively to new customers. Promotional efforts have to apply to both the new and the returning. On the other hand, I can think of many programs that have rewarded repeat guests. Furthermore, any sort of "discount pricing" is usually disguised at a prix fixe menu and we leave it up to the guest to figure out that it's a great deal.

And as far the use of "coupons"in fine-dining, I can only think of one example. At the end of every year, the chef/owner of this particular restaurant would send out a personalized letter to the repeat guests on the restaurant's mailing list, giving a recap of the year's activities and thanking the guest for their continued patronage. Included in the letter was a little certificate for a complimentary glass of Louis Roederer Champagne on their next visit (The certificate looked like a long rectangular bookmark with a ribbon hand tied to one end.).

I hope you'll find my comments useful, and I look forward to your next posting!

--
Regards,
Arnel Salvatierra
Restaurant Manager and Sommelier

"Ingredients are not sacred. The art of cuisine is sacred. It is at that altar I worship, and I shall go to sacrifice the fat geese and tender cattle to serve its ends. The holy icons of the chef's faith—fragrant truffles, rich foie gras, well-marbled meats and other luxurious ingredients - these are not God. Their synthesis and their miraculous transformation into a sum greater than its parts is creation, and this is what I find most worthy of reverence."
Tanith Tyrr, 1997
_______________________________________________________________________

Good morning and a very interesting article about "deals".

As a professional chauffeur, I strive to provide the ultimate in customer service, i.e. knowing the restaurant managers to help get a table; knowing where to shop; where to buy good wine; taking care of their needs in advance.

Now the other day, at a major restaurant, I asked for an iced tea to go. Nothing out of the way. To this point the waiter had done a great job, but when he brought the tea, there was no straw. Now, how am I suppose to drink the tea without a straw in my limo going now the highway?

The point being, he didn't look at the situation to its fullest completion, and that is what providing great customer service is all about - looking ahead and being attentive to their needs.

Blessings and joy
Cptn. Larry
Rose Chauffeured Transportation
__________________________________________________________________________

Our winery offers 18 different varietals, not including the wine club offerings. Most of our customers are so happy to have so many unusual choices, that the wine club only selections are not such a big issue for us.

Tony Blackburn
Cellar Rat, Hose Dragger and Outside Wine Salesperson
Fenestra Winery, Livermore, CA
____________________________________________________________________________

Hello, Margie,

I had a similar situation a few years ago. The difference is that I did not express my displeasure before I made a purchase. I was an early adopter of DirecTV and paid a lot for the equipment. I liked the service, but down here we love our Braves, especially in the 90’s and early 2000’s. The games were moved to a new channel that was not on DirecTV. I switched to cable because of this. I never really liked cable as well as DirecTV. So, I switched it back a couple of years later when they added the channel. DirecTV had free set up and equipment deals for new customers. They told me that I was not eligible for the deal as I was not a new customer. I went ahead and signed up for the service and paid for the set up and equipment. I started thinking about the deal and I decided it was not fair. I decided to work on getting a refund. It took me about six months of letter writing, but I did get a refund eventually. I finally told them that they had an unhappy customer who was getting tired of writing letters and they needed to take care of the refund or they would eventually lose my business. I wonder how many people returning to DirecTV decided not to sign up for DirecTV service because of the fees and DirecTV.

Pete Bancheri

I've been asked a number of times recently why someone should join a business and/or social network. After all, what is the point? Well, let me tell you...

First of all, because many networks have different components, my answers are mostly going to pertain to WineAndHospitalityNetwork.com, which we identify as a Business & Social Network. What's the difference? Well, for one, we heard you. We ask each person who joins what aspects of the network they are interested in. The overwhelming response has been:

1. Business Networking
2. Career Advancement
3. Gaining Professional Knowledge
(with Food & Wine Pairing coming in 4th! Hey this group also likes to have a good time!)

With this in mind, we have created a space where you can not only socialize online, you can also get help moving your business and/or career forward. Let me provide you with a breakdown of the many features available to our members at no cost:

Under the "Business" Tab:

Use the Network to connect with others in your segment by joining Groups, such as:

* Winery Marketing & PR
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* Have an idea for a group? Contact me.

Use the Forum to post discussions or other topics that other members may be interested in participating in.

Use the Classified Ads section to advertise your business or services, or to look for businesses or services you may need. Have an idea for a new category? Email me at margie@otlconsulting.com.

Use the Press section to post industry related press releases or to check out what's going on with others in the industry.

Find lot of great reading that is pertinent to the industry in the Articles section. Have some articles you would like posted? Email them to me at margie@otlconsulting.com. For individuals with multiple articles or frequent contributors, we will give you your own articles area.

The Magazines section has a number of magazines and white papers that are free to qualified members. This link is only visible to members who are signed in.

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On the Blog page read the posts from one of our dedicated bloggers. (Want to be added as a dedicated blogger? Email me). You can also add your blogs from your page or read others' blogs from the center section of the home page..

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Post your Events or search for something fun to do, or look for business or learning experiences with industry trade shows or seminars.

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The most competitive prices in the industry, great technology, quality education and certification - and in the comfort and privacy of your own home or office. Deep discounts for bulk registrations. Need more info? Call us at 707-933-0687 or email margieotl@gmail.com for pricing.

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