Your SlideShare is downloading. ×
DMAI Fundamentals - Chapter 9 - Member Care
Upcoming SlideShare
Loading in...5

Thanks for flagging this SlideShare!

Oops! An error has occurred.

Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

DMAI Fundamentals - Chapter 9 - Member Care


Published on

Chapter by chapter slides based on "Fundamentals of Destination Management and Marketing," provided by Destination Marketing Association International in cooperation with American Hotel & Lodging …

Chapter by chapter slides based on "Fundamentals of Destination Management and Marketing," provided by Destination Marketing Association International in cooperation with American Hotel & Lodging Association Education Institute.

Published in: Education, Sports, Business
  • Be the first to comment

  • Be the first to like this

No Downloads
Total Views
On Slideshare
From Embeds
Number of Embeds
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

No notes for slide


  • 1. © 2005, Educational InstituteChapter 9Member CareFundamentals of Destination Management and Marketing(323TXT)
  • 2. © 2005, Educational InstituteCVB Members• Businesses whose services might be attractive toindividual leisure travelers or convention attendees• Convention services members: offer a product orservice to professional meeting/convention plannerso Now form half the membership of large CVBsin convention destinations
  • 3. © 2005, Educational InstituteDevelopment• Most prospects come to the CVB on their own.• Membership sales staff should look for new members inother industry publications or watch for new businessesin the area.• Making face-to-face contact with a potential membercan often close the sale faster.• It is difficult to get corporations to sign on as members,but they may be willing to sponsor CVB events.• Chain restaurants and retailers may be difficult torecruit.o Suggest paying dues out of discretionary cash.o See if restaurants in other cities have joined CVBs.
  • 4. © 2005, Educational InstituteRetention• Maintain accurate mail and electronic databases.• Communicate with members to see if they areusing bureau services and whether they have seennew business because of their membership.• Make six to ten calls per day.• Send a renewal letter and invoice when amembership is about to expire.
  • 5. © 2005, Educational InstituteDismissal• Send an invoice and letter 15 days before thefirst day of the member’s anniversary month.• Establish a payment due date.• After 60 days, send a friendly “drop letter”expressing disappointment in losing the memberand the willingness to discuss anydissatisfaction.• If a dropped member rejoins, treat it as a newmember to avoid confusion and call attention toits status as a member who is back on board.
  • 6. © 2005, Educational InstituteDues Calculation• Hotel dues are usually calculated based on thenumber of rooms.• The dues structure for restaurants should be simple—lower dues for smaller establishments and higherdues for more popular ones.• Keep dues for retailers modest.• Keep in mind limitations for small museums andnonprofit attractions when calculating their dues.• Although CVB membership is valuable forconvention services members, a large annual fee istough to sell.
  • 7. © 2005, Educational InstitutePolicies• Money-back policyo This shows that the bureau is confident in its services.• Payment installments• Dismissal/dropped memberso Make sure staff understands that a dropped memberreceives no benefits.• Complaints against memberso Make sure all complaints are documented.• Patronize only member businesses• Unacceptable memberso Have application language reviewed by legal counsel.
  • 8. © 2005, Educational InstitutePublications• Visitors guideo Hard copies still produced so visitors can takethem when they travel• Meeting planners guideo Have gone almost exclusively online• Group tour manual• Specialty publicationso Produced for specific marketing objectives