HOSPITALITY DOCTOR
The Hospitality Doctor Max Hitchins
COMING OUT OF ‘COVID’ #3 As mentioned in earlier edition, I would like to offer you the opportunity to download a complimentary copy of “Post Pandemic Thinking for Hospitality and Tourism.” As a proud and patriotic Aussie, I have spent almost my entire life my time in Hospitality and Tourism. I love these industries and have shared ideas at conferences, conventions and collections of H&T industry people. I am deeply disappointed to hear Covid has already, or will soon, wipe out 30 per cent of Hospitality and Tourism businesses around Australia. Hence, I want to do anything I can to stop or steady the carnage. As mentioned in the last issue, the one beneficial thing Covid forced upon us is the use of QR codes. Eighteen months ago, very few people knew what a QR code was or how it worked! Now, everyone in the world knows what they are and how they work. Hence, I invite you to download your FREE copy of Post Pandemic Thinking for Hospitality and Tourism, by hovering your smart phone over the QR code in this article. When I decided to write this book I planned to ask super hospitality professionals from around Australia and the world for their input. Clyde Mooney is one of those super professionals. He is the publisher of PubTic and ClubTic weekly eZines. (See PubTic.com.au and ClubTic.com.au) and wrote an article for me titled - The W.A.I.T.T. principle. The reason large companies are more successful in new product development is the time and resources spent learning exactly what the consumer wants. Australia dodged the first two waves of the Spanish flu that raged from 1918-1920, but let in the third wave and 7000 people died. While
viral pandemics have circled the globe for millennia, never before have we been so flooded with viral information and news changing daily. As licensed venues begin reopening around Australia, and countries around theworld begin easing prevention measures and allowing consumers to get back
to spending money, no-one really knows what people will expect to see in traditional social gathering spaces. In this sense, it is a new game and there’s not much point opening if no-one comes. Studying your customer is advice that canneverbe understated, but today’s germ-shy patrons may find themselves repelled (even unconsciously) by old methods in the wake of their new awareness of cleanliness and hygiene. At this point the thing every operator of a licensed premise should be considering is: What will my customers want to see? Now is the time venues should be hitting every contact in their database to let them know you are there and that you care. Ask what they would
like to see to help them feel safe at your premises. This question shows you value their opinion and reminds them you are in this post-pandemic period too. As a bonus, you might get some good suggestions on what to offer and do. A strong trend
is building toward supporting local businesses and reminding locals ‘We’re All In This Together’ (W.A.I.T.T.)
Hospitality Review: February 2022 42
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