Certified Community is a program that helps destination marketing organizations reach front line hospitality staff (hotel front desk clerks, waiters/waitresses, event volunteers, etc.) in their community. By educating front line staff members, a visitor's first point of contact, they become better equipped to provide good recommendations and superior customer service. When visitors have a good experience they'll tell their friends and family what a great place they visited and will come back again.
2. This might make you cringe
Have you ever felt sick to your stomach when
you overheard a front desk clerk tell a customer,
“There’s nothing to do around here.”?
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
3. It’s a challenge most CVB’s have
• You spend a lot of time and money promoting
everything there is to do in your community.
• But frontline staff members don’t always use
the information you’ve given them.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
4. A devastating effect
• The only things as important as bringing
visitors to your area is getting them to come
back again and tell others about their great
experience.
• But when your community is not promoted
positively, visitors are less likely to come back.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
5. A simple solution: Certified Community
• It’s online training and all of the
lessons are on your website or in your
brochure.
• Participants get “certified” by
learning about the things your
community has to offer.
• It’s convenient and free to anyone in
the community who wants to
participate.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
6. What’s the goal?
Empower frontline staff with useful information.
“Enhance the visitor’s in-state travel
experience.”
–2012-2017 Michigan Tourism Strategic Plan
Bring visitors back to your community.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
7. This is how it works
• RjM builds an online quiz platform, exclusive to your
community.
• You customize quizzes to give participants the most
relevant and up to date knowledge of your area.
• RjM provides sample tools to introduce the program
to business owners and employees.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
8. This is how it works
• Participants register and take
an “open book” test using
information found on your CVB
website or brochure.
• Front line staff use their
“Certification” when
interacting with out of town
visitors.
Your
CVB
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
9. It all started in our home town
• Certified Community was first designed for Experience
Jackson, the Jackson County Visitors Bureau.
• And it was a success!
Jackson Certified
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
10. Others soon caught on
• Traverse City liked what they saw and followed suit.
TC Certified
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
11. And the success continues
• In the first month TC had over 260 people
participating.
• Over half of them have already become “Certified.”
-
“Customer service is a huge priority with this
area and this program helps to increase the
staff member's knowledge about the area
and to better serve the guests.”
- Melanie Olsen
TC Certified Administrator
Owner, Lake ‘N Pines Lodge
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
12. What’s in it for you?
• Increase traffic and engagement on your website.
• Collect contact information from people who want to
know more about what’s going on in your area.
• Build awareness of local attractions.
• Promote positive referrals for local businesses.
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
13. This includes:
• Online quiz platform
• Training manual
• Promotional material
• Ongoing support/maintenance
$5,000 One-time setup charge
+
$50/month licensing fee
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
14. Getting started is simple
• In 2-3 weeks you can have a Certified Community
platform designed exclusively for your area.
• Contact Bill Bailey:
1-800-837-2637
Bill@rjmichaels.com
• Turn front line employees into brand advocates for
your community
Contact Bill Bailey 1-800-837-2637 bill@rjmichaels.com
