Archive for the ‘Our thoughts…’ Category
NZx July 2nd:100% you?
Naumai
Recent Tourism New Zealand initiatives have focused on the tag 100% Pure You.
Travelling around the South Island recently gave us the opportunity to see how some of the industry is putting the authentic component of this into practise.
What we found has little changed over the last ten years. Some operations (attractions, guiding, accommodation, hospitality) are right on their game while others are less than authentic and unfortunately still not professional.
On the up side we found:
* personalised service including leaving accommodation open despite the host being away
* a wide and varied offering of experiences that continues to grow, seemingly daily
* a publican who left us in the bar playing pool while he left the building to attend to another task
* wide open spaces, lack of traffic, great food and wine and a huge range of accommodation choices
* genuine authentic kiwi experiences that can only be found in NZ
On the down side we found:
* attractions that were outdated and made little attempt to engage visitors at higher and varied levels (i.e. emotional rather than just factual)
* accommodation unable to process electronic transfers despite advertising the availability
* transport providers who could not provide instant confirmation of a booking
* taxi staff who were both rude and obnoxious
* guides who just wouldn’t engage at the level we would expect for the amount of investment we made in their product
We certainly support the upgrading and re-focusing of the former 100% Pure brand. However we are left wondering whether some components of the industry are delivering on the latest promise.
Ka kite ano
Malcolm
NZx18th June the importance of being ernest
Naumai
Two recent examples of different guiding techniques highlight the importance of getting the mix right.
A recent visit to Te Ana, the Ngai Tahu Rock Art Centre http://www.teana.co.nz/ we saw an example of a guide not reading her guests non-verbal signs. In this case the enthusiastic guide kept rushing to interact with a number of groups in the Centre – trying hard to be all to everyone. The Centre is professionally presented but lacks the true interactive experience it markets, and in our view won’t attract the numbers to Timaru that have been hoped for.
In contrast the experience of viewing Stewart Island Brown kiwi http://www.kiwispotting.co.nz/ is always going to be a winner, no matter what the guide does or doesn’t do. However the guide can add far more value than occurred on this occasion. Sure the kiwi content was what one would expect but the interaction between guide and client/s was almost non-existent. The non-appearance of kiwi on the beach certainly stretched the guides ability to engage!
Both interesting experiences one built, one natural, and in both cases the guides offered experiences that didn’t match our expectations.
Ka kite ano
Malcolm
NZxJune5th: Stewart Island Rakiura
Naumai
We read with interest the recent Stewart Island (Rakiura) Tourism Strategy www.stewartisland.co.nz. The strategy seeks to update an earlier version (2005) which, as such strategies often do, actually delivered a decrease in visitor numbers to the Island over the last five years.
The latest strategy states that the island has the potential to become a “must-see” nature destination.
With about 40,ooo visitors a year the potential is possibly there.
As a frequent recreational visitor and travelling there 2-3 times a year for work, I have been fortunate enough to see the changes that have occurred since I first worked there in the late 1970’s.
Key issues for the Island still remain and are little changed over the years. On our recent visit these issues included: not being able to receive instant confirmation of bookings, high prices and a low delivery of a quality experience, un-engaging guides and some run-down infrastructure.
We left knowing the resource i.e. nature is there, but the lack of engagment of visitors by their guides was a major diappointment. You can have the best natural resource in the world but if you don’t integrate it with an engaging approach to visitors then you simply dont maximise the experience.
As the recent visit showed these issues, amongst others, remain to be resolved if the Strategy is going to deliver on the stated potential.
Ka kite ano
Malcolm
NZx22ndMay: Customer Experience
Naumai
The last few blogs have focused on some good, and bad examples of visitor experiences. Many of these are essentially customer experience issues.
First impressions are so important and they start from the first point of contact with the visitor – be it a website or visitor host.
If you would like to find out more about some innovative ways to approach customer experiences then follow this link to a NZ conference at http://www.brightstar.co.nz/conferences/customer-experience-management
Ka kite ano
Malcolm
NZx16thMay: Timaru i-SITE
Naumai
First impressions really do count!
Walked into the Timaru i-SITE http://www.southisland.org.nz/ VisitorInfo recently prepared to spend some money. Approached the counter and found the staff member focusing on her computer screen. Felt like an age, but would have been around 30 seconds before she decided to look up and say hello….
First impressions are so important.
As their web-site suggests: we had come from “down the road” – but unfortunately our experience “with the friendly team at one of our South Canterbury i-SITE Visitor Centres (Timaru) wasn’t what we expected.
Ka kite ano
Malcolm
NZx4thMay: Glenfalloch Station
Naumai.
Is this establishment really in tourism –?
Recently had the delight of re-joining book-a-bach after a number of years away. A seamless process to join, but then the agony of actually attempting to make a booking with one establishment.
Glenfalloch Station http://glenfalloch-station.co.nz/ proudly states that (it) responds typically in one day. Made an enquiry to confirm some dates and a potential price. The book-a–bach website states pricing for up to four people $ 55 per night, diagnosis extra adults $ 55 a night – which to be fair, is slightly confusing. You have to log onto their own website to ascertain what they actually mean are that rates are per person per night.
No response to our email request re confirmation of price or availability. We then followed up with a phone call but were told the owners weren’t available.
Subsequently decided to head elsewhere and received excellent, prompt service.
Is this a place which will “make your worldly cares disappear”?
Ka kite ano
Malcolm
NZx2ndMay: Tipuna Tours
Naumai
Well here’s something that might send shivers down your spine?
For the past 5 years I have been lucky enough to join Tipuna Tours http://tipunatours.com/ as they guide us through Whangara Marae (the magical setting for the Whale Rider film). This is the sort of experience that many international visitors lap up -but sadly not enough New Zealanders.
A chance to be welcomed onto the marae, become spellbound by the carvings/paintings and their stories in two distinctive houses, to listen to the shared knowledge of both Anne and Uncle Hone, and to share kai with the local people are experiences not to be missed.
Quintessentially 100@ Pure You!
Ka kite ano
Malcolm
NZx28th April: Christchurch Airport
Naumai.
Customer service at its worst -?
Okay so Christchurch Airport http://www.christchurchairport.co.nz/ is undergoing some major renovations during which time the goal posts have certainly been fluid.
Trying to use the services of NZ Post at the airport recently proved hopeless….while proudly and loudly advertising a seven day service via a big hoarding, we were told by the I Site staff that the NZ Post man had been away for a few days and “wasn’t coming back until renovations were complete”.
The I Site staff briefly tried to help but the simple task of weighing a package, and putting on the appropriate postage, simply proved too much.
Is this really“New Zealand’s Tourism Gateway”?
Ka kite ano
Malcolm
NZx25th April: Ulva’s Guided Walks
Naumai.
Try this – ☻
Sure many of us have had the chance to be up close and personal with what remains of our native birds.
But if you want a small group experience led by a local very enthusiastic guide then try Ulva’s guided walks http://www.ulva.co.nz/ on Rakiura or Stewart Island.
This is a great way for you to experience the NZ forest and birdlife as it might have been. What makes it extra special is the guide’s anecdotes and local knowledge – you can’t beat that!
Naturally 100% You!
Ka kite ano
Malcolm
NZx22nd April: Hanmer Springs Hot Pools
Naumai.
Isn’t technology great –?
Recently returned from a session at the Hanmer Springs Hot Pools http://www.hanmersprings.co.nz/ . After mastering the long queue which stretched outside the door we attempted to open the outdoor lockers to store our gear.
The Pools web-site states “instructions on locker use are provided at the lockers”. Okay our group is pretty techno savvy but there is no way the on screen “instructions” (and we use the term loosely) made logical sense.
Flagging down a passing bather proved more successful…..technology needs to be logical and follow a normal human brain pattern but it didn’t in this case.
While rated as “# 2 in AA’s Must-do for Kiwis” it’s the simple things that make an experience seamless.
Ka kite ano
Malcolm