KOA's Brownfield to Address Today's Camper Expectations
People’s expectations have changed so much in recent years that simply providing good service is no longer good enough to maintain a competitive advantage, says Larry Brownfield, a senior business development consultant for Kampgrounds of America Inc. (KOA).
“The mindset of today’s consumer has changed,” Brownfield maintains in a news release. “We have to move beyond providing good customer service to create a ‘Wow!’ factor.”
Brownfield will help park operators understand how to do this during his seminar on the experience-based economy at the Outdoor Hospitality Conference & Expo, which takes place Nov. 30 to Dec. 2 in Savannah, Ga. The conference is sponsored by the National Association of RV Parks and Campgrounds (ARVC).
Brownfield will provide park operators with a template they can use to evaluate their current amenities and services and identify areas for improvement.
Improvements can be made even in the simple things, he said, like showing a guest to their site. “Do you escort people to their campsite and simply point to it or do you do something extra? Do you make sure everything is working properly? Do you provide them with disposable table cloths or other unexpected items that could enhance their experience?”
And if you offer activities, do they start on time? Are your activities properly staffed? All of these things can make a difference between a good experience and an exceptional experience, he said.
Held at the Westin Savannah Harbor Resort & Spa and the Savannah International Trade and Convention Center, ARVC’s Conference and Expo will feature 43 educational seminars, more than twice the number of any previous ARVC conference.
Other seminar topics will include marketing through social and mainstream media, Google analytics, risk management and prevention, employment and cyber liability issues, as well as electric car charging and other green opportunities for campgrounds. It will also feature the campground industry’s largest tradeshow, with vendors showcasing the latest products and services for park operators across the country.
Based in Denver, ARVC is the national voice of the outdoor hospitality industry. For more information, visit www.arvc.org.