Has there ever been a time when you wanted to bounce an idea off your colleagues in the industry, needed help and didn’t know where to turn, or maybe just had something to say that you wanted to put out there?  If your answer to any of these scenarios is “yes” then Travel Manitoba’s new Discussion Exchange is just for you.

When developing our new Tourism Industry website we wanted to incorporate a way to engage industry members in conversation with each other.  After discussing it with our computer gurus, it was decided that the Discussion Exchange would be the best model for our diverse group’s needs. 

What is the Discussion Exchange?

Think of it as an article-blog-chatroom hybrid, a province-wide conference call if you will.  Convoluted I know, but stay with me, it’s really not so bad.  Simply put it is a communication tool that enables you to share your knowledge, perspective or query with colleagues province wide.  Don’t want to add your two cents?  Then just follow along and stay in the loop. 

It all starts when someone posts something.  Then, those who have opted to be part of the Discussion Exchange will receive an email.  You can then send a response back through that email, which will be sent to all registered users on the Exchange or, you can log on to the TI site and respond that way.

What Can Be Posted?

• The possibilities are essentially never-ending, with a few exceptions.  The intent of the Discussion Exchange is to broker conversations with people that you may not normally interact with.  The intent is not for the following:
• Advertising of rates, fares or terms of prices or services
• Making disparaging comments about individuals or other tourism products
• Solicitation purposes

The bottom line is that this is a community-driven support-system for Manitoba’s tourism industry.  To create a strong industry the lines of communication need to be open and the information needs to keep flowing.   In our province no one is an island, there are dozens of minds that are likely facing similar challenges as you and probably just as many that have already overcome those same obstacles.  If you haven’t already registered click here to sign up, and don’t forget to check the Discussion Exchange opt-in box.

One of the newest members of the Travel Manitoba team is our president and CEO, Colin Ferguson.  Coming to us from a marketing and communications background in the private sector in Winnipeg, Colin brings not only a new face to the tourism industry but lots of new and refreshing ideas.  We sat down for a brief chat with Colin to learn more about him, his plans for Manitoba’s tourism industry and what drives him.

Why Travel Manitoba?  As someone who was born and raised in Manitoba what attracted Colin to this position was the opportunity to market his own home to the world. 

“I’m a big believer in Winnipeg and Manitoba,” he said. “And I’m only just starting to realize the diversity of products that Manitoba has to offer that are second to none.”

What should the industry know about Colin Ferguson? 

“A fundamental goal is to put as much effort and emphasis into marketing and communications as possible, focused on marketing all the products that we have to offer in Manitoba,” said Colin.

Coming from the private sector, Colin is driven by efficiencies.  Already, he is working on identifying ways to implement new efficiencies that will enable Travel Manitoba to put money back into marketing and communicating, targeted at encouraging Manitobans to travel within their own province, or attracting those from outside to the province.  Colin sees Travel Manitoba working directly with the industry and our partners using a very open approach when it comes to how we’re going to market and what we’re going to market on behalf of the province and city. 

Why does tourism matter? 

“Not only is tourism a key economic driver in the province, it is also important to showcase and demonstrate to the world all the wonderful things we have in our own backyard,” replied Colin.  “When visitors are looking at unique opportunities, Manitoba has its own core of signature experiences that keep us competitive including beluga whales and polar bears in Churchill, world-class visual and performing arts, the soon to open Canadian Museum for Human Rights, Upper Fort Garry re-development, or the Assiniboine Park renaissance.”

Colin further believes Manitobans are great ambassadors for the Province once visitors arrive, however,  would like to encourage us all to be the best possible ambassadors for selling the Province each and every day... which is what our new branding, “It’s Manitoba Time”  is all about.

Is there a vision for Travel Manitoba and the provincial tourism industry? 

“To try and be more accountable and where possible, more measurable in terms of return on investment” Colin responded.  “Travel Manitoba has a significant opportunity to work hand-in-glove with our industry partners.  We are already doing this in some sectors, helping them to develop strategies to go forward.  The more that we can partner with tourism stakeholders throughout Manitoba, the better the results will be.”

Furthermore, Colin believes Travel Manitoba needs to look to the private sector to grow its revenues instead of relying on funding agreements in place with the provincial government. 

Any key messages for the industry? 

“Look inside yourselves and see what Manitoba really has to offer, and continue to be ambassadors of our province,” was Colin’s message.  “Manitobans have to get away from talking about the cold weather and mosquitoes, and turn that negative energy into positive energy.  It’s Manitoba Time was designed to be interactive with people, getting them to talk about all of the wonderful things that we offer here, rather than focusing on the negative. “

Colin believes the industry needs to put significant stock into encouraging Manitobans to vacation at home, while at the same time encouraging others from outside the province to visit Manitoba for a variety of different reasons such as our signature experiences – world class fishing, a royal standard of culture and arts, unique festivals and events, and soon, the return of the NHL.

“All of these experiences are paramount in demonstrating to everyone that Manitoba and Winnipeg are great places to spend time and visit.”

What is your Manitoba time?

“Finding out all of the things that Manitoba has to offer, ” is how Colin is spending his Manitoba time these days.

Having likened each day at Travel Manitoba to the first day in grade one, Colin is still learning not only the ropes of his new position but the ins and outs of Manitoba’s ever-expanding and completely boundless tourism industry.  And he’s ready to convince people that Manitoba is a player in this competitive segment. 

“Come and enjoy, come and experience it, after all, It’s Manitoba Time, a time for us, as Manitobans, to shine.”

In 2010 Travel Manitoba launched its Visitor Services Network (VSN) pilot program in four participating affiliate centres.  The vision behind this initiative is a network of visitor information centres (VIC’s) that share information, have similar standards of service and allow travellers to get the information they need, when they need it, wherever they are.

With this vision in mind we focused on locations that would augment current Travel Manitoba VIC’s and where there was established traffic.  The participating locations were Riverbank Discovery Centre (Brandon), Heritage North Museum (Thompson), Red River North Tourism (Selkirk) and Morden & District Chamber of Commerce.  By starting this initiative as a pilot program it will allow us to collect sufficient data to enable a better roll-out province-wide.

Why a Network?

In a given year Travel Manitoba VIC’s see more than 200,000 travellers come through their doors.  Travel counselling is typically provided to over 30,000 of these visitors.  With almost 6.5 million in overall visitation (based on 2008 figures) that leaves a significant amount of travellers that Manitoba could  intercept and potentially influence stopovers, extended stays and encourage return visits.  By creating the VSN it will increase the points of contact that travellers can have with standard-trained and knowledgeable travel counsellors.

To give you an idea of how important these points of contact are in our industry we looked at other jurisdictions where the effect of travel counselling has been tracked and discovered interesting results:

• Over 50% of visitors spend more time in the province
• ~50% of visitors are more likely to come back again
• Over 50% of visitors are influenced to do more
• Over 50% of visitors learn something new about the destination

Benefits of Network Membership

Membership does have its perks.  By joining the VSN, affiliates will be joining a group of destinations and organizations that have access to Travel Manitoba’s established systems, knowledge and outstanding reputation.  Travel Manitoba will also be providing affiliates with:

• Travel Counsellor training
• Manitoba Best Customer Service Training (MTEC)
• On site signage identifying the VIC as part of the network
• Brand recognition by affiliation, and the opportunity to use Travel Manitoba’s logo as part of your visitor services promotion efforts
• Access to materials promoting Manitoba experiences
• Identification/promotion of your VIC on www.travelmanitoba.com and in Travel Manitoba’s publications
• Support from Travel Manitoba travel counsellors seven days a week
• Access to an online toolkit, including our Travel Counsellors Manual created by travel counsellors for travel counsellors
• Discounted tickets to Manitoba’s annual tourism conference
• One set of the official VSN uniform with the option to purchase extras

Participating in the Visitor Services Network

Travel Manitoba has established a list of criteria that potential affiliates are required to  meet or are preparing to meet.  Criteria were selected to ensure that travellers receive a minimum standard of service at all network affiliates.  For a list of the participation criteria please contact Nadine Tremblay (contact information provided below).  Keep in mind that all criteria may not apply to each potential location.

Year two of the VSN pilot has just launched this May long weekend and will be running until September  with ten affiliates participating.  This year’s affiliates are:

• Riverbank Discovery Centre (Brandon)
• Grand Marais Central Station
• Heritage North Museum (Thompson)
• Morden & District Chamber of Commerce
• New Iceland Heritage Village/Lake Winnipeg Visitor Centre (Gimli)
• Red River North Tourism (Selkirk)
• Saffies General Store (Victoria Beach)
• St. Malo Museum/Tourism Booth
• Fort la Reine Museum, Pioneer Village and Tourist Bureau (Portage la Prairie)
• The Sam Waller Museum (The Pas)

When we asked returning affiliates what it was about this initiative that made them return, these are some of the responses that we received:

"We jumped at the chance to return the second year as we found we were extremely proud to wear the uniforms and have the signs in out Tourist Information Centre.  People recognized the signs and we were able to offer a fantastic level of service." Heritage North Museum, Thompson

"The decision to be part of the of the Visitor Services Network was to give more visibility to the area – especially with Red River North Tourism being the gateway to the Interlake.  Coming back a second year was an easy choice – as the many tools available were definitely good for tourism.  i.e. access to more literature and material promoting Manitoba, plus the training given to our Tourism Officer.” Red River North Tourism, Selkirk

We thank those affiliates who recognize the benefit of joining the VSN and especially those who are returning for their second year.  It is the support of these partners that is creating a united visitor services front for travellers in Manitoba. 

If you would like more information on the VSN initiative, please contact Nadine Tremblay at NTremblay@travelmanitoba.com, 1-800-665-0040 or 207-927-7848.

Since her first day on the job in 1984, Lori Klan has been serving Manitoba’s visitors coming through the doors at the Emerson Visitor Information Centre and collecting stories.  Having battled floods, relocation, construction and trained dozens of seasonal travel counsellors, there isn’t much that can faze this remarkable woman.

A terrific ambassador for Manitoba, we never fail to hear compliments from visitors about Lori.  Whether it’s helping people find something to see or do in the province or helping them with a problem that they’ve encountered on their travels, Lori is there.  One couple from Princeton, MN wrote raving about the best customer service that they had ever received – ever.  “In the case of Lori – she seems to really love her work and it shines through.  She could be Manitoba’s example of Friendly Manitoba”. 

Lori’s words of advice to other information centres are “Treat visitors at your centre like you would like to be treated at other visitor centres when you are travelling.”  When she’s training new staff one thing that she makes sure to tell them is that they are often the first impression that a visitor is going to have of Manitoba and to make sure that it’s a positive one.

As the supervisor at the Emerson centre, Lori looks after everything from travel counselling and seasonal staff training to building issues.  Lori is tireless in her pursuit of the best trip for everyone who walks through the doors.  When asked about her leadership style Lori described it as “Participative – working together as a team, but yet maintaining final decision authority over major decisions.” 

Lori enjoys working in the tourism industry and would like to see that echoed more by fellow Manitobans.  “I wish more people who live in Manitoba would realize how proud we should be with all that our province has to offer to our visitors.”

Here’s a bit more information about Lori:

Favourite Spot in Manitoba: Lake Manitoba Narrows

Lori’s Manitoba Time: “Watching a thunderstorm, you don’t realize how powerful and yet beautiful our Manitoba thunderstorms can be until you see one elsewhere when you are travelling.”

Most Loved Part of the Job:  Meeting people from all around the world

One Place in Manitoba that Lori Would Like to Visit: Churchill during polar bear season

Most Memorable Experience on the Job: “Third day on the job, a car pulls into the parking lot and out step two gentlemen dressed in winter jackets, boots, etc.  Upon entering the centre I asked if I could help them with anything, to which they replied they were going hunting.  Now, being new to the job I wasn’t sure what they were hunting, you can imagine my surprise when they said Eskimos.  When I replied that they couldn’t hunt Eskimos they asked if it was because the season wasn’t open yet.  In shock I informed them that Eskimos were people and could not be hunted; one gentleman proceeded to do an impersonation of a penguin waddle.  Asking if they meant penguins, they replied yes.  When I told them they couldn’t hunt penguins they asked Why not, are they human too?  Needless to say I wondered what I had gotten myself into with this job.”

Whether it’s to swap stories, pick her brain or just take in the ambiance and experience that welcomes visitors as they enter our great province, the next time that you find yourself in the Pembina Valley region, head over to the Emerson Visitor Information Centre and introduce yourself to Lori. 

The Manitoba Tourism Education Council (MTEC) is pleased to announce that the MANITOBA BEST Recognition Program has been enhanced.  Along with updating our workshop content, to ensure that it is current and relevant, we have added a wall plaque which can be displayed in your reception area, proudly announcing your commitment to customer service.  You will still receive the popular window decal, along with special designation in the Travel Manitoba Accommodations and Vacation Guides.  Businesses will continue to be promoted on the MTEC website, as Recognized MANITOBA BEST Properties, and we encourage you to promote your commitment through the use of the MANITOBA BEST logo in your promotional and marketing materials.  MTEC will also supply a prepared news release for local media.

Commitment to Service Excellence

Providing good customer service is more than just having smiling staff.  To build a business you need to have well trained people to deliver service that will ensure your customers are satisfied and that they will not only visit again, but tell others of their experience. Customer service is about knowing how to resolve customer complaints; knowing how to assure that customer’s expectations are met and even exceeded!

Turning your first time visitor into a long term customer has many benefits.  Long term customers tend to buy more, are predictable, usually cost less to service than new customers, tend to be less price sensitive and will be more likely to provide free word of mouth advertizing and referrals.

To reap the rewards of this recognition program consider scheduling a MANITOBA BEST Service Excellence session at your organization to ensure that each and every person in your business is working towards the same goals. An in-house session can be booked by contacting the Training Services Coordinator at MTEC.  Luanne Christensen can be contacted by telephone at (800) 820-6832, (204) 957-7437 or by email at lchristensen@mtec.mb.ca.