Every day, I see marketing for the biggest, fastest, longest, blah blah blah zip line tour. And it’s all crap.
Why? Because that’s why people come the first time, but has zero relevance on whether they come back. If you want a zip line tour that is successful for the long term, you NEED people to come back and what gets them back is your quality of service coupled with how accurately your tour is presented in your marketing.
Case in point: I was developing a feasibility study for a client and had to go ride the competing tours in the area. I know, I suffer for my craft… Anyway, the first tour I visit said on their web site that they had the only tour in the area with zero hand braking. Intrigued, I booked my tour. Upon arriving at their office I signed my liability waiver. As I handed it to the check in person they loudly proclaimed “First to sign, first to die!” I was stunned. If I hadn’t been “undercover” I would have let loose on this unsuspecting individual. However, I kept quiet and waited for the rest of our tour group to finish signing their lives away.
On to the course! As with most tours, we start on a short training line to get everyone ready to tackle the longer lines. Now, guess what they show us how to do… Hand Brake! And not only do they show us how, they proceed to tell us that it is required for every single one of their 12 lines. Major disappointment.
From there I witness many other gaffes:
All told, one of the worst experiences I’ve had on a zip line/canopy tour. Now hopefully I’m not describing your course! However, take a look at your marketing and see how it compares to the actual experience. It may be worthwhile to hire a secret shopper or two and get some solid feedback to see how your business is or isn’t attracting repeat business.
Paul
