Customer Service- basic yet not obvious and some thoughts about pricing your service/product in (seasonal) destination

I was positivley surprised about the very welcoming customer service in Rovaniemi. In 95 % of the companies we visited as a group and were I was independetly joining it was absolutely great. It might sound vey basim but customer service is one of the key points in tourism business as well. And unfortunately there is a lot of problems in general in this section.

So Rovaniemi did very well. And I felt it really wasn´t because they knew we were from CEA group, it was like they do the service quality in everyday life. I have more than 15 years of experience from customer service, so it is relatively easy for me to compare,- and see the genuiness of the service indeed.

It was also very interesting to hear how different companies do their PRICING, as it is clear that usually successfull company does not use only one method in pricing their products and services, here it was very visible to see. Example hotel we visited uses seasonal pricing indeed, then also demand pricing, market based (sure when you are located in Rovaniemi) and in a way co-creating pricing when it comes to collaborating with the sister hotel of this boutique hotel. They are not competitors, but they are same organization and business, so they can do flexible things if necessary with pricing, and in this case example also with personnel, (sometimes switch personnels between these two hotels).

PS: (the picture about ”craftism” has simply nothing to do with this post, I just can´t remove it) 🙂

Jenni