Trip Advisor and what Bed and Breakfast guests really want

Yesterday I went to a networking event for other bed and breakfast business owners and fellow service providers, in Epernay, close to where I live.  It was the first time I’d ever been invited to such an event, and to my knowledge, the first time they’d ever run one.  Thumbs up to the Tourist Office in Epernay.

Part of the event was about meeting other service providers in the tourism industry in Champagne, which was a very good initiative.  But the second agenda item was a presentation by the regional tourist board about a new classification called “Vignobles et Decouvertes” (vines and discoveries, if you don’t speak French).

I wondered at the wisdom of this new classification.  Most of us are already members of several institutions that have inspected us and classed us under their particular banners, why did we need another, and how would this help the average tourist?

A friend and business partner, Marion Ryan sent this timely article today written by Seth Godin, someone we both follow for his wisdom.

In a nutshell, Seth says, amazing service is the only way to stay ahead of the competition, and that guests don’t really care about how lovely your building is, how sumptuous your rooms are.  He goes on to say that what they care about and what we all care about, more and more is the experience we create in our interactions with each other.  Our experience is what tells us whether it’s good or not.

What do you think? Do you agree or not?