That Bad Review

The That Bad Review podcast focuses on the good, the bad and the ugly of the accommodation industry. Adrian dives deep into the world of holidays and gets right in among the different ways those who work in tourism deal with their clients and manage their businesses. That Bad Review shares stories from real industry people about how they get the job done, day-in and day-out. Adrian invites on his podcast entrepreneurs, CEOs, accommodation owners, accommodation managers, personalities and guests who share their accommodation experiences. Adrian and his handpicked guests demonstrate week after week the joy they have working with happy - and not so happy - holidaymakers. Learning how to deal with reviews and clients is an essential part of working in any service-based industry. Adrian provides a platform for listeners to get behind the conversations that people are having in the accommodation industry and brings practical solutions to the problems business owners face. Adrian and his guests are passionate about technology, business structure, selling techniques and marketing. That Bad Review brings you stories that will inspire you to look for answers on how to make positive changes to your life and your business. Join Adrian each week as he brings you the people that have the experience and the proven track record in dealing with the trials and tribulations of working in the holiday park business. Listen in for motivation and tips on how to deal with tricky situations in your business, and how to take your business to new heights.

107. Revisiting: Achieving Results by Taking Time Out, Operating a Successful Family Business & Industry Shaping Technology (Ep. 71) 05/03/2020

106. Revisiting: Point of Difference, Building Mutually Beneficial Partnerships & Handling Customer Complaints Effectively (Ep.69) 04/26/2020

105. Revisiting: Embracing Technology, Using Feedback to Implement Change & Recognising Challenges (Ep.52) 04/19/2020

104. Revisiting: Dealing with Industry Disruption, Risk Appetite & Being Your Authentic Self 04/12/2020

103. Graeme Haycraft & Jeremy Wilshire on Mental Health Support, Keeping Community Spirit High & Access to Recovery Resources 04/05/2020

102. Richard Beere on Target Markets and Best Fit Products, Building Resilience Through Diversity & The Holistic Circle Driving Consumerism 03/29/2020

101. Communication is Key, Recovery Tips for Operators & Consistent Messaging 03/22/2020

Frankie J Holden on: Falling in Love with the Caravan and Camping Industry, Connecting with Nature & The Future of Holiday Parks 03/15/2020

99. Visitor Economy Bushfire Recovery Summit: Locally-Led Recovery, Reactivating Local Economies & Building Better Futures 03/08/2020

Mental Health Support, Keeping Community Spirit High & Access to Recovery Resources 03/05/2020

Mental Health Support, Keeping Community Spirit High & Access to Recovery Resources Episode three of the Southern NSW, Visitor Economy Bushfire Recovery Summit - Podcast Series, begins with podcast host chatting with . Graeme was instrumental in leading the tourism recovery efforts on behalf of the Murrindindi and Mitchell Shire Councils, after the . Graeme shares some great advice, based on his own experience in crisis management and disaster recovery processes. In the second half of the podcast, Adrian chats with , the Major Events Manager for . Jeremy was the MC at the Bushfire Recovery Summit. Throughout the event, Jeremy encouraged attendees to contribute their ideas to an action wall. At the end of the event, the ideas were collated into topics and discussed. These ideas formed the basis of feedback from the summit, which was provided to the appropriate government organisations. Mental Health Support Graeme grew up in the Kinglake and Marysville area, which was devastated by the 2009 Black Saturday Fires. He returned to the area to assist in the bushfire recovery process. Graeme shares a firsthand account of his experience and the knowledge gained through his involvement. In particular, Graeme describes the need for adequate emotional support for people affected by the fires. Graeme explains how the lengthy period over which the catastrophe unfolded, wreaked havoc within the communities. People were evacuated multiple times, with the end result being widespread devastation. People were and still are traumatised, enduring unpredictable and extreme, high and low levels of emotion. Graeme stresses the need for appropriate emotional and mental support for people during times of crisis. Keeping Community Spirit High Graeme provides some insights into why it is imperative to keep the spirits of community members elevated. He describes how, due to the nature of the disaster, everywhere residents looked, all they saw was devastation. To combat the sense of helplessness, Graeme describes how events were organised in an effort to temporarily distract people from the hardships they faced, and provide them with moments of happiness. Graeme shares stories of surprise concerts put on by international bands and special guest appearances at community gatherings. These types of events did wonders for the community, significantly lifting the spirits of everyone who attended and providing a sense of hope for the future. Access to Recovery Resources Adrian and Jeremy have a great chat around the action wall that was created by summit delegates. They agree that a major concern for attendees is access to support and resources. Jeremy reiterates the need for operators to be proactive in their approach to recovery, by seeking out available support. He acknowledges that there may be restrictions on the type of assistance available, but urges business owners to explore the options. Jeremey provides a comprehensive list of places people can begin their search, such as and local business support organisations. The over-arching message from all the speakers on the day, was not to wait for funding support. Due to the sheer size of the area directly and indirectly affected by the bushfires, there may not be enough funding to support everyone’s needs. Instead, communities are encouraged to work together to attract visitors back to their regions, and take advantage of local, regional, state and national promotional campaigns. Jeremy encourages business owners to do the ground work, discover what’s out there and tap into a combination of programs that are being run. Whether it be from the private sector or public sector, there are avenues of assistance and it’s up to each operator to decide which ones are most relevant to them. Links to resources and additional information – A central platform that hosts a range of bushfire recovery resources distributed by local, state and national organisations. The information collated on this website is available to assist in locally-led recovery processes. Visit the website for information and resources on , and more. /episode/index/show/thebadreview/id/13432538

Communication is Key, Recovery Tips for Operators & Consistent Messaging 03/05/2020

Communication is Key, Recovery Tips for Operators & Consistent Messaging Episode two of the Southern NSW, Visitor Economy Bushfire Recovery Summit, Podcast Series begins with a conversation between podcast host and . Shannon is the Recovery Action Team Lead - Economic & Tourism, and the Acting Tourism Manager at . Communication is Key Adrian and Shannan discuss the vital role open communication plays in times of crisis, acknowledging that operators can become easily overwhelmed with the volume of information available. Part of Shannan’s role, is to break down the information into digestible pieces, and make it available to business owners. Shannan explains how this information is disseminated, and points out that it’s not just industry stakeholders who are seeking clarification. The public are also sifting through information, in an effort to establish when regions are ready to re-welcome visitors. Shannan highlights that communication is a two-way street, sharing that operators and visitors are keen to have their needs heard. By understanding these needs, Shannan can advocate for these groups and provide sought after guidance to government agencies. By actively and successfully feeding information up the line, to the right people, Shannan hopes what trickles back down, is what the people on the ground need. Recovery Tips for Operators Shannan outlines key opportunities that business owners can take advantage of, to assist them during the recovery process. Shannan explains that the number one priority for operators is to make sure they have a product listing on the (ATDW). Listings on the platform can be automatically pulled through to the websites of local and state government agencies, allowing business owners to benefit from an extensive range of high-level, marketing activity. The second tip, is to leverage as many social media campaigns as possible, by ensuring the use appropriate hashtags. Shannan shares a number of campaigns available at a local, state and national level, that operators can participate in by using the associated hashtags. Thirdly, Shannan encourages listeners to sign up to newsletters from their local councils. The advantage of this, is that people in roles like Shannan’s are able to break down the confusing information, ensuring clarity and relevancy for subscribers. Shannan reveals how these newsletters often include additional opportunities that operators can take advantage of, via easy to understand, actionable points. Consistent Messaging In the second half of episode two, Adrian speaks with a trio of representatives from the South Coast region. is the Manager for Economic Development at . , the Manager for Tourism & Events at . is the Managing Director of . The three industry leaders share their valuable views on what operators can do, in a proactive approach to recovery. The group reiterate the importance of consistent messaging. They stress that information being communicated to the public needs to be honest, and where possible, positive. By providing advice to operators around open communication and consistent messaging across the region, industry leaders are able to help soften the economic impact within their communities. Anthony provides some great examples of operators who have been able to save bookings, by taking a proactive approach. Links to resources and additional information – A central platform that hosts a range of bushfire recovery resources distributed by local, state and national organisations. The information collated on this website is available to assist in locally-led recovery processes. Visit the website for information and resources on , and more. Sign up for Shoalhaven’s Tourism Industry Newsletter - /episode/index/show/thebadreview/id/13432445

Locally-Led Recovery, Reactivating Local Economies & Building Better Futures 03/05/2020

Locally-Led Recovery, Reactivating Local Economies & Building Better Futures In February 2020, a , was held on the South Coast of NSW, in the wake of a prolonged and devastating bushfire period. The event was hosted by (DSNSW) and (DSSS), with a focus on sharing strategies to support communities through a locally-led recovery process. The event also provided a platform for attendees to communicate the needs of business owners. Podcast host and industry leader, , was commissioned to capture key messages from the summit. The result is a series of podcast episodes, highlighting actions business owners can take to stay informed, find support and rebuild, during times of crisis. Locally-Led Recovery Episode one of the podcast series begins with , explaining the role of Destination Networks during crisis periods, and why locally-led recovery processes are key in rebuilding communities. Adrian and Sean discuss the readiness of local areas to welcome visitors, and the importance of visitor spend in the reactivation of the local economies. Adrian and Sean also talk about different levels of assistance available, highlighting the importance of access to reliable mental health support. Lastly, Sean urges businesses to be authentic in their communication and messaging, so that visitor expectations can be appropriately managed. In the second half of episode one, Adrian chats with at . Steve’s local government area, the , was hit by two major fire fronts, severely impacting the region. Steve shares some great local initiatives that have been instrumental in the region’s recovery to date. He explains how businesses owners have been inspired to take charge, and put the Southern Highlands back on the tourist map. Reactivating Local Economies Steve shares how Wingecarribee Shire Council recognises the local Tourism and Hospitality Industry as a major economic driver. With this in mind, the council has invested in several promotional campaigns. They have also encouraged local residents to become proud ambassadors of the region. The newly created is an extension of Destination Southern Highland’s award-winning ‘My Southern Highlands’ branding. A major focus behind the campaign is to encourage an immediate injection of cash into the local economy. By doing so, Steve and his team hope to assist business owners get through the initial, critical stage of recovery. Building Better Futures Inspiration is offered through a story Steve shares, of a business called . Staff from the store have implemented innovative ideas to attract people to the region. They have also encouraged industry partners in their community to get involved. The end result is a community led campaign, letting visitors know the village of is open for business. Steve commends the participants for their proactive approach, applauding community members for working together to build a better future. Links to resources and additional information – A central platform that hosts a range of bushfire recovery resources distributed by local, state and national organisations. The information collated on this website is available to assist in locally-led recovery processes. Visit the website for information and resources on , and more. /episode/index/show/thebadreview/id/13432262