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Show THE PARK RECORD BmisMiesSo www.parkcityonline.com SATURDAY, DECEMBER 5, 1998 BUSINESS EDITOR: Bruce Lewis 649-9014 ext 1 1$ Briefs Tourism Symposium speakers identify trendsf Mike Beck joins Lewis, . Wolcott and Dornbush Mike Beck has joined Lewis, Wolcott & Dornbush as a sales associate asso-ciate in the Deer Valley Drive office. A native of SeattleTacoma, Wash., Beck moved to Park City in 1995 with his wife and three sons. He has more than 25 years' sales and marketing experience, ranging from marketing a Fortune 500 company's arrival in Utah, to negotiating sponsorships of professional sports teams. He has served on the board of directors for Habitat for Humanity, helped with sponsorship of the Utah winter Games, and lends his time to a variety vari-ety of charitable causes. Two local businesses plan to expand High Country Health Foods will purchase a retail store in Park City, and Nitro-Pak Preparedness of Heber City will build a new corporate headquarters head-quarters as the result of SBA 504 loans being made by Deseret Certified Development Company, a Utah-based small business financing company. High Country Health Foods will purchase the 3,000-square-foot building build-ing located at 1680 Ute Boulevard at Kimball Junction as a retail outlet for food and health care products. Nitro-Pak Preparedness will build a 44,000-square-foot building to house inventory and offices. Realtor Benefits Plus plan extended The Utah Association of Realtors , announced that the Realtor Benefits '; Plus program has been extended to fits 7,500 members. The program ; offers IRAs, term life-, disability-, and ' long-term-care insurance, and a prof-; prof-; it-sharing401(k) plan. ; UAR members can contact the association for more information. Fourth annual event presents demographics by Bruce Lewis OF THE RECORD STAFF The nearly 100 attendees at Wednesday's 4th Annual tourism Symposium heard some interesting and some startling conclusions and projections projec-tions about the future of the travel industry indus-try in general. Bill Geist, travel industry consultant and former CEO of the Madison, Wise, Convention and Visitors Bureau, told the audience to consider getting rid of at least one old cliche in his presentation, "Are You Nuts?" "The customer is always right. Are you nuts?" Geist challenged the audience in the first of two keynote presentations. "The customer in a confrontational situation situa-tion is usually wrong, abrasive and rude." He cited one company which chooses to believe that its employees are the ones usually right. "Herb Kelleher of Southwest Airlines tells the rude, abrasive customers to go elsewhere," "Geist said, citing Kelleher's declaration: "We smile because we want to, not because we have to." Kelleher will send rude, abrasive customers cus-tomers a letter saying that Southwest won't fly them any more, Geist said. "You have to trust the people you have hired. I know that 'empowerment' is a tired old buzz term, but it's still the best," he added. "Ritz-Carlton Hotels give each employee the authority to spend up to $2,000 of the company's money to take care of a customer's problem." The result, Geist said, was an increase in employee morale, an increase in customer cus-tomer satisfaction levels, "and the employees are probably more stingy with that money than management would like, they take the company's confidence seriously." seri-ously." "You don't have time to empower your employees?" Geist asked. "You have time to re-hire to fill vacant positions, you have time to apologize to customers for your level of service, and you always have money to spend on advertising to counter bad perceptions of your customer service." ser-vice." Another Geist challenge: "What are your business hours?" "Regular business hours don't exist any more, if you don't have a way to interact with your customer 24 hours a day, you're losing business," Geist declared. "If I get home late and call at 10 p.m., I don't want to hear a message that tells me to call back during normal business busi-ness hours... or worse, a phone that just rings with no answer." "I want an answer when I call, even if it's to leave a number, an e-mail address, or a snail mail address," Geist said. "I want information, and I want to know it's on the way to me, or I'm going elsewhere." else-where." "The World Wide Web? Oh, I'm not doing that," he continued. "Are you nuts?" "How can you not be on the No. 1 transmission vehicle for travel information?" informa-tion?" Geist queried. "Change itself is accelerating," he declared, adding that the "F-words" have changed customers' expectations. "Fax and FedEx equaled instant gratification grati-fication for customers when they took hold," Geist said. Requests for information informa-tion and merchandise orders came immediately, imme-diately, not weeks later. "Cell phones, e-mail, the World Wide Web, CDs and television have all had their impact," he said. "Television especially has changed how we look at life. We expect more because we see more," Geist postulated. "Today's consumer is over-stimulated, under-motivated and bored. In some ways, a customer is like a cockroach," Geist said. "He's impervious to attack with current information, so we have to find new ways to wow him." The Platinum Rule "The golden Rule isn't in charge any more," Geist stated. '"Do unto others as you would have them do unto you' doesn't does-n't work." "Customers don't care much any more about your problems and troubles. Their Platinum Rule is 'Do unto others as they want to be done to.' Customers want celebrity status. Treat them like celebri-ties,"'he celebri-ties,"'he advised. Asking whether his presentation was making some people in the audience uncomfortable, Geist followed with the hope that it was. "I want you to be a little uncomfortable uncomfort-able with the information," he said. "We take action if we're uncomfortable. We sit and change nothing if we're comfortable Ski and Scheme sets dates Dates have been set for this season's Ski and Scheme seminars, produced by Park City-based The Game of Work, Inc. and held at Deer Valley Resort. The Game if Work has been providing provid-ing executive development programs for more than 25 years. The three-day seminars are scheduled on a once-a-month basis through late March. The programs are designed to help executives identify and amplify the positive aspects of their businesses while enjoying the exhilarating thrills and peaceful moments of a ski experience. Participants attend two two-hour seminars daily, with Game of Work facilitators facil-itators assisting them in personal goal setting, scorekeeping, feedback and coaching. The keynote speaker for each seminar is Deer Valley Resort president and general manager Bob Wheaton. When not in seminars, participants are on the slopes with a combination of free time and personal instruction from Deer Valley's staff. This season's schedule of seminars is: Dec. 16-18, Jan. 5-7, Feb. 3-5, March 3-5 and March 30 - Apr. 1. Cost for each three-day seminar is $1,500, which includes seminar instruction instruc-tion and course materials, lift tickets, ski instruction, dinner at Deer Valley's Seafood Buffet, airport transfers, a turtleneck shirt, hat and photos. For more information about the Ski and Scheme seminars, contact The Game of Work at 645-9666 or (800) 438-6074. Vacation Activity Preferences Unusual Cuisines Cruise Ship Theme Parks Remote Untouched New Skill Tennis 4W W7T "4W 1W 3W 1" 5? 5 Spa 24 I 24 Snow Skiing 20 I 16 I Golf 17 I 15 1996 D1997 10 110 I SOURCE: YESAWICH. PEPPERDINE & BROWN; GRAPHIC BY BRUCE LEWSPARK RECORCT, As a preferred vacation activity, snow skiing ranks relatively low, behind cruises, learning about and experiencing unusual cuisines, and visitingt theme parks and remote, untouched destinations. C Nineties. Their average stay hasv-decreased hasv-decreased from six to three days as peo pie say, 'It's a nice idea, but I can't be oiiH of touch that long.' They are continuing to press last decade's ideas. 3. Look for the unexpected - v 7 "Today's customer experience sets ttie' standard for tomorrow's experience,'") Geist declared, adding that doing thel unexpected is one way to gain customers! attention. I "Fresh flowers daily... in a service sta tion restroom," he said. "Look for tlrel unexpected and do it." Geist told the audience that they arie; . not in the hospitality business. (- . "We chose the entertainment business not the hospitality business, when w-chose w-chose to deal with the public in our capas- v- Please see Survey IDs shifts, A-10. with things as they are." Geist emphasized the importance of watching trends in each industry. "Meat and egg consumption has fallen 30 percent since 1960, but potato consumption con-sumption has increased by 35 percent," he said. "What does it mean? I haven't the faintest idea." "But it had better be important to the people in this audience who are involved in food service. That's a trend that must mean something to someone," he asserted. assert-ed. "Don't be a Canyon Ranch," Geist challenged the audience, describing an Arizona spa. "In the 1980s, Canyon Ranch emphasized empha-sized a complete 'get away' philosophy: no outside contact when customers stayed there," he said. "That worked in the Eighties, but it's not working in the f Nightly Lodging Tally Projected Tally for the week of January 25 - 3 1 , 1 998 SON Total Visitor Nights: 28,94 Weekly High: 5,357 (Sat.) Daily Average: 4,131 Year To Date: 1,960,041 Nightly Lodging Tally Estimates " Occupancy At 28 Each window represents 1,000 visitor nights. Actual daily numbers num-bers have been rounded to the nearest 1 00. RoTI TOT WED TRO 5aT 4 o , StOCk Performance Data for companies of interest to Utah investors, Nov. 30 - Dec. 3, 1 991$ Huckleberry Inn earns AAA award i Midway-based Huckleberry ; Country Inn was recently awarded the v Four Diamond Award by AAA Utah, 'recognizing the bed and breakfast's meeting or exceeding high standards in the lodging industry. Name 1203 1130 Name 1203 1130 Name 1203 1130 Name 1203 1130 ALTAGOLD 1.62 1.72 DAWTECH .75 .69 INTRLNRE .07 .07 NUTRACEUT 5.87 5.75 AMERSKI 7.94 9.06 DELTAAIR 54.75 53.69 INTLAUTS 2.87 3.68 USXPRESS 15.75 15.62 AMSTORES 34.37 33.56 DYNATEC 3.81 4.25 IOMEGACP 7.31 7.56 QUESTAR 19.06 19.19 ANESTACP 21.12 19.50 DYNATRON 2.50 2.53 BRITESMIL 1.12 1.19 SIMONTRK 6.12 6.31 BALLARDM 22.19 21.75 EFIELEC 1.00 1.00 LARDAVIS .34 .38 SKYWEST 30.87 27.06 BAXTER 62.50 . 63.56 EQUITYOL 1.19 1.12 MARKERIN .68 .53 SOSSTAFF 7.87 7.44 BIMUNE .22 .22 EVANSSUT 20.50 19.50 MERKTMED 5.75 5.44 SOWSTAIR 21.94 21.50 CROWNENG 1.40 1.50 FIRSECCP 21.06 20.12 MITYLITE 15.87 15.50 TELSCORP .09 .09 COVOLTEC 5.87 5.87 FMEYER 51.50 50.87 NATRSUN 16.25 15.62 THERATEC 14.19 13.87 CORDANT 31.50 40.19 FRNKCOVEY 18.00 18.75 NOVELL 17.37 16.56 UTDPKMIN 25.50 26.12 CYCL03PS .21 .27 GENVSTL .69 .75 NUSKIN 23.12 23.94 UTAHMED 7.00 7.00 'iia y.fc c3s?b, ii(AA-.'i.i WdWfc'Atft HrfMfcOw W&4K&fe& i( lWiv - V&SiM Name WEIDERNUT ZIONBKCP 1203 6.00 53.12 1130 6.56 50.50 - Dow Jones Averages 30 INDUS 20 TRANS 15UTILS 8879.68 9116.55 3039.15 3030.71 -1 303.10 303.52 This Utah stock report is provided provid-ed bv Derrell Reeves of Paulson Investment Co., Park City. 't's Short Why 'Deprive yoursdj? 1 Divide Creek Down l yp I yoose yjt tfeirfoom QuaCitu goose (Down comforters & 'Piltoivs o mmm rfM "''' Incomparable VaUit at... Jkir comforter. $190twin size Imperial fittows. $60standard size $ Save with this wttfs $ Linen Special ! Columbine Cofy's Corded Cotton Duvet Cover and Shams $40 any size! (Hg. $100) : It's Time to Adjust for Winter. I he onset of winter means lots of changes, especially for your body. sLiingand snowboarding, not to mention snow shoveling can put extra strain on ijour neclc and baclc. ., -. Preventive chiropractic care is the best way to avoid injury and help you maintain a healthy body. Malce the adjustment to winter with chiropractic care! Everyone can benefit from cniropractic care. Call today to schedule an appointment with Dr. Phillips. CLir? p'"'Ps Chiropractic llll TP' crV'n: am'b Wlt chiropractic Care 54 ftjrk Avenue, Suite IZ in the Old Towne Susiness Center V)-6 55-2705 Affordable Health Plans Individuals Families Self Employed Companies V Doctors Co-pays V Choice of Doctors V Prescription Card V Choice of Hospitals V Wellness Benefits V 24-Hour Coverage V Cancer Benefits V Dental Coverage V 100 Accident Coverage V Maternity Coverage Benefit Plans 649-9555 V,U Tia-fciTW V W ii'S hr- St-'h- -'- -rr-'-"1L-" ,llfltfe A A m |
