Michael Staires

A place to "imagine greater"

Michael Staires — Mon, 05 Oct 2009 10:00:00 -0600

I love this new promo from the Sci-Fi Channel (Now, SyFy)

The video does a great job of portraying what it's like to go to a place where anything is possible, where the old rules and ways of doing things have changed. Where the imagined can become real.

I've always thought camp should be like that. Disney should not have a corner on the "magic kingdom." I remember talking with kids when I was a camp director and they had the impression that camp was Heaven. They'd met so many good friends. Worn themselves out with all the great activities. Eaten great food. Experienced a new spiritual openness. It's easy to see how (through the eyes of a 10-year old) it seemed like Heaven.

What about your place? Have you taken care to see that your place is an easy place to dream about the future? Have you been intentional about designing a great place for your guests to think about all the possibilities open to them? Is your camp or conference center a place for your guests to "imagine greater?"

(thanks Roy Williams for sharing the video)

Go see To Save A Life

Michael Staires — Thu, 01 Oct 2009 10:12:11 -0600

Okay, I'll admit it. I walked into the screening of To Save A Life fully prepared not to like it. I was braced for a weak story, bad plot, unconvincing acting, and the worst...a forced and contrived Christian message. Haven't we all been there before?

But I was surprised.

Midway through the film I was impressed by the quality of acting and I found that I was being drawn in by the powerful and true-to-life story. I didn't have one of those "oh no...here we go" moments when one of the actors pulls out a Gospel tract and starts witnessing to someone. This was much more real. Much more true. This film was doing a much better job of representing the messiness of life and the reality of grace available to us all.

By the end of the film I was convinced. This is a top-notch project with a compelling message. It's a great film for Christians to take their non-Christian friends to. It's a great discussion starter for youth pastors and parents. It deals with real life issues head on and doesn't pull any punches. Go see To Save A Life. You won't be disappointed. If you are in the Colorado Springs area, there is another pre-release screening scheduled for October 15. Sign up now to save a seat.

Are you leveraging the power of "Word of Mom?"

Michael Staires — Wed, 30 Sep 2009 08:49:56 -0600

You do realize that as camp marketer that mom is your very best friend right? Mom is the primary camp decision maker. She's the one who decides IF her kids will go to camp. And she's the one who decides WHERE they will go to camp.

But do you know just how valuable mom can be? The Consumer-Generated Media and Engagement Study finds that 75% of mothers research a product before buying it. That's about the same as men (74%). BUT (and get this...) 90% of moms prefer a product recommended by other moms. That's nearly double the average consumer at 50%. Moms tell other moms...and they LISTEN!

So, a camper mom is much more valuable to you than just bringing her own kids to camp. She's also valuable to you because of all the friends she has.

Imagine a camper mom approaching you on the last day of camp. She's gushing because of the great time her child has had and she's so grateful to you for making a place like your camp available for a mom like her. Right there...at that moment...what do you say to her (other than thank you!)? Do you have tools to put in her hands so she can spread the word about your camp to her friends?

Never forget the power of "word of MOM!"

(thank you Gary D. Foster for the background resource for this post)

CCCA gets a new president

Michael Staires — Tue, 29 Sep 2009 09:41:17 -0600

Christian Camp and Conference Association (the non-profit I work for) has chosen a new president to take the reins after Bob Kobielush steps aside in November.

The new guy is Gregg Hunter. Gregg comes to us from Georgia Family Council in Atlanta where he is the current Vice President for public affairs. At GFC, Gregg spearheaded all aspects of the organization's communications and development efforts, including donor care, fund raising, media relations and strategic communications. Before joining Georgia Family Council, Hunter was vice president of marketing at InScope Technologies, a Virginia-based business and technology solutions provider for commercial clients and the federal government. His diverse background in marketing, communications and development also includes six years at The Boeing Company and five years with Young Life. Hunter is also co-founder of Hunter Strategy, a full-service marketing consultancy serving nonprofit organizations and business clients.

Gregg and his wife, Penny, have been married 25 years and have two sons, Zach (17) and Nate (11). His family has been very active in the cause of social justice. Hunter enjoys fishing, hunting, reading and coaching his sons' sports teams, having logged 17 seasons of soccer, basketball and flag football.

To read the full press release, go here.

What people fear most as they age

Michael Staires — Fri, 11 Sep 2009 14:05:31 -0600

Bob Buford says that there are three things that people fear most as they grow older.

#3. People fear death.

#2. People fear running out of money.

And what do you suppose would people fear even more than death or running out of money?

#1. People fear insignificance.

Hugh MacLeod says that the market for something to believe in is infinite. I agree with Bob Buford, the market for bringing significance into someone's life is infinite.

When you work at a Christian camp or conference center, you are in a unique position to bring people what they desire most: Significance.

The way it's supposed to work

Michael Staires — Tue, 08 Sep 2009 10:12:19 -0600

Last weekend, Lainey (my wife) and I were up in Breckenridge, CO celebrating our wedding anniversary (our 28th thank you very much). We were hungry for some good pizza but not being that familiar with Breck we weren't sure where to go.

So I contacted the daughter of some friends who have a place in Breck. I contacted the daughter because I thought it was much more likely that she'd be online at the time than her parents (thanks Makay!). I didn't email her, I sent her a message on Facebook. One, I didn't know her email address, two, I figured she'd be much more likely to be checking her Facebook than answering emails. Makay is 13 years old.

I asked her about the best pizza in Breck. She answered quickly...gotta get Fatty's! I went online and found Fatty's Pizza in Breckenridge. I was quickly able to find the online menu and their phone number (they didn't offer online ordering). I called to place the order and spoke with Diane who was awesome. She was outgoing, knowledgeable, fun. She took my order and told me to meet her in twenty minutes at the end of the bar.

I arrived at Fatty's 20 minutes later. As I walked through the door a woman at the end of the bar shouted, "Hey Mike! I've got your pizza ready!" She got my pizza, we talked for a bit. I took it back to the house and Makay was right. It was great.

What a great experience. It worked just the way it was supposed to. Facebook helped me connect quickly with someone I knew would have an answer. Someone I had no phone number or email address for. Fatty's had a good website with the information I needed. Then, the real kicker, Fatty's had Diane. This woman "got it." It was if she understood that I didn't just wander in her door by mistake or just happen upon her website. All of that took work. And she was committed to seeing that the work paid off.

What about you? Do you have your marketing channels in order? Have you given tools to your tribe to empower them to help spread the word about you online? How's your website? Good information, easy to find? Finally, how are your people? Well trained? Committed to the positive customer experience? What a tragedy to have all the greatest marketing and then drop the ball when the customer actually calls because you've got someone answer the phone because they don't know what they're doing.

I'm now a Fatty's fan. I'm sure there are other pizza places in Breckenridge who serve find pizza, but I'm a Fatty's guy now. In your case, you've got the power in your hands, now more than ever, to develop committed, strong, loyal fans. Do you have the pieces in place? Are you making it work?

Are you busy branding or blanding?

Michael Staires — Mon, 24 Aug 2009 13:01:24 -0600

Do you really know what your brand is? You do realize that it's much more than just your logo, right? Do you know how to build your brand or overcome a negative one? Do you understand the direct connection between a positive brand and full beds at your camp or conference?

We'll be talking about the answers to these questions and more on Wednesday at our 3CA teleconference "Branding vs. Blanding: Is your Brand Building Business or Chasing it Away?" This live teleconference will be taking place Wednesday, August 26 at noon (MDT) and feature a conversation with Dawn Nicole Baldwin from Aspire One.

This is your chance to gather your staff around the speakerphone and join in the conversation. The teleconference is free to 3CA members but you must sign up here. If you are a non-member, simply register for the teleconference here.

Give the services customers really want

Michael Staires — Fri, 21 Aug 2009 09:07:43 -0600

Today's Daily Stat from Harvard Business Publishing says that 65% of U.S. consumers surveyed about customer service said that they would prefer "knowledgeable employees," which most of the people defined as able to "answer my questions without putting me on hold, searching for someone else, or transferring me." (All of which happened to me the other day on my call to Vonage).

62% said they wanted to be treated like a valued customer and 54% said they wanted some demonstration of their desire to meet needs."

These are big numbers. Customer service, good service from well-trained staff who "get it" is increasingly important. The words, "that's not our policy" should become a fireable offense.

Companies, ministries, camps and conferences who understand this will grow and flourish as customers who have been treated well spread the news throughout their online social networks. Companies, ministries, camps and conferences who don't understand this will gradually lose business...and blame it on the bad economy.

Lose your grip and hold on to customers

Michael Staires — Wed, 19 Aug 2009 09:00:00 -0600

It's a fact in today's culture that the tighter you try to hold on and control your customer's experience, the more you will lose. Customers today know that they are much more powerful and have much more say in their buying experience and will simply go somewhere else if they are not given the freedoms with you that they have come to expect at other places.

With online user reviews and ratings, customers can talk to each other. They aren't limited to the information they can get from the copy you write in your brochure or on your Website. They can find other customers and talk directly to them. Does the prospect of online user reviews scare you? Does letting go of control give you the shakes?

Consider this...I was reading Charlene Li's blog today and she used a phrase "the semblance of control." I really like that. It's a great description of what you are clinging to. You don't have any control right now. All you have is the semblance of control.

You may be scared to allow your customers to post their reviews or ratings online but the truth is, they are talking about you right now on their blogs, their Facebook page or their Twitter account. Wouldn't you rather be a part of the conversation? Wouldn't you rather have the opportunity to respond in a very public forum to allow everyone else to see how you handle negative reviews?

The more you lose your grip and allow your customers to own and control their own experience, the more you allow yourself to be open and vulnerable with your customers, the more customers you will gain. If you are looking for a great online solution for user reviews and ratings, you've got to check out e-Compliments. They are a review site committed to positive, helpful reviews. The perfect online solution for your camp or conference center.

It's time to lose your grip.

An unfinished work

Michael Staires — Tue, 18 Aug 2009 10:23:15 -0600

You've probably heard the legend of Michelangelo and his famous "David" statue. He said he didn't create anything, he just knocked away the unwanted stone to release the statue that was hidden inside.

All of us have a masterpiece hidden inside. Throughout our lives we have parents, teachers, coaches, pastors, mentors, friends knock the unwanted stone away to reveal what God has really created you to be. The problem of course is that most of us are still unfinished. The work is incomplete and ongoing...or hopefully it's ongoing and hasn't stopped. Sadly, others have actually had damage done them by an untrained hand.

What are you going to do today to take another step toward becoming a finished work? Are you submitting yourself to leadership? Are under authority? These things will help knock away the unwanted stone to reveal the finished work within. The minute you step away from the process is the minute you say you have nothing more to learn, no more areas to grow. And that's a sad place to be.

But more importantly, who are you investing in today? Is there someone who looks to you as a teacher or a coach? You have the great responsibility and honor of holding carving tools in your hands. You can be an instrument of God to help reveal the masterpiece. Never take it lightly.