<< Previous   of   Next >> (click to enlarge) Caldie Rogers (click to enlarge) Pat Sisneros

ADVERTISEMENT

CONTACT THE HERALD

Mike Benbow, Business Editor benbow@heraldnet.com

Snagging a part of Olympics crowd

The Superhost program hopes to make a lasting impression in customer service for tourists traveling to Vancouver, B.C., for the Winter Olmpics.

By Mike Benbow

It was over a year ago that I first heard about a plan to get area businesses ready for the 2010 Olympics in Vancouver, B.C.

It was a program called Superhost, and the proposal was to teach as many people as possible in the tourist industry here how to become good hosts for Olympics guests. The idea was to make them so delighted with their time in Snohomish County that they would return.

The early thought was that the state should pay for the program since so many different areas could benefit. But that didn't happen. There never seemed to be enough money.

To cut to the chase, Snohomish County now has a Superhost program, thanks to Everett Community College.

"We can't thank (EvCC President) David Beyer enough," said Caldie Rogers, the president of the Greater Marysville Tulalip Chamber of Commerce and co-chairwoman of the tourism committee for SnoGold, the group formed to help the county benefit from the upcoming Games in British Columbia.

Rogers said she talked to Beyer not long ago and learned that he had previously run Flathead Valley Community College in Montana, which has a Superhost program for the entire state of Montana. Rogers said the program has been credited with boosting visitors to that state.

Pat Sisneros, dean of EvCC's business program, said Beyer gave the go-ahead and the college joined forces with Walla Walla Community College to start the program here.

EvCC has six trainers and held its first Superhost program last week for a group at the Tulalip Tribes' new luxury hotel, which is set to open in mid-June. About 30 people spent the day learning to improve their customer service skills, Sisneros said.

"It preaches being proactive," Sisneros said. "You offer help without waiting for people to come to you and ask. You remember people's names. The idea is to set up a 'wow' experience for the customer."

Sisneros described the program as one with a lot of role playing to give people plenty of practice.

"We're excited to get it," he said, adding the program is not just for the upcoming Olympics. "This is a long-term investment for both colleges. We want lots of people certified."

Why should businesses care?

Based on the 2002 Olympics experience in Salt Lake City, and on just a look at our geography, it's pretty clear that a lot of visitors to the B.C. games will arrive at Seattle-Tacoma International Airport and will drive to Canada on I-5 right through Snohomish County.

Many will stop here for a meal or for gas.

"We don't want this to be a one-time shot," Rogers said. "We want them to be repeat visitors. We want to make a dramatic difference on the impression that is left on these visitors."

Rogers noted that there is a lot of competition for tourist dollars these days.

"In today's world with all the competition, one of the keys to success is customer service," she said.

While people going to the Olympics may not have much time to spend in Snohomish County, Rogers and others want them to like the area so much that they come back. Again and again.

Sisneros said the one-day program takes about eight hours and can take place at a business workplace or at the college. Cost is $99 a person. He said people who are interested can call 425-267-0150.

I don't normally turn my column into an advertisement, but it strikes me that this is a class that businesses should know about, whether they're looking to capitalize on the Olympics or just to provide better customer service.

Mike Benbow: 425-339-3459; benbow@heraldnet.com.