Can you share any outcomes from the project that demonstrate progress or success?
Having a website like we do now allows guests to see the true value of the property. Often, someone may seek out a specific property for a special occasion for business or just for an escape because it’s a destination property.
Working with Liqui-Site allowed us to show that we can be all those things, but our true value is in our history and making historic moments in each family or individual who comes to our property. Liqui-Site worked with us on improving our gift card purchase and redemption process which included both online and offline changes.
As a result, gift card sales increased 45%. Since I started working with Susan and Liqui-Site about one year ago, repeat business has increased about 25% from where we were. We became very busy at times! Overall, guest expectations have soared along with an increase in guest relations.
Even during this time of COVID-19, I’m still being contacted about reservations for room packages that were there on the website, because they can see it and they were here before. Seeing that, I understand that our property is very important to people in Tarrytown or Westchester or even in New York.
A lot of guests are coming from the city, and they’re coming from Connecticut. Even our international business is up. This year was the first that we offered pre-sales tickets for New Years and other special occasions that were sold out. This means that when the day comes that we’re past COVID-19 and the Castle re-opens, the flood gates will open up.
Because if you still have that level of engagement with your guests, that means not only a job well done, but you’re also thinking where can I take this next? What else can we do that is like how we did it before? I would love to do more with Liqui-Site.
How effective was the workflow between your team and theirs?
I would look at our surveys and query’s through our property management system and then I would decide how I could make the next holiday event better. I took that to the executive committee and said this is the next step that we need to take.
Then I would get on the phone with Susan so we could say, by this date we need to do this, and this date we need to put up the pop-up. Susan would always check back in with me. We’d send emails and I would add the chef in so he could make sure the menu was correct.
The timing of Susan’s response was always perfect. It felt good to have someone else on the other end who understood where we were trying to go. I met six of the Liqui-Site team members at an eMazzanti event at the Castle, and I can tell that it’s a nurturing environment.
When you have everybody working together and uplifting each other, you’re only going to get the best from them. I can tell that Carl is a great leader for his team, he is very knowledgeable, and he holds everyone to the same standard. Their ability to execute… you can tell it starts at the top.
What did you find most impressive about this company?
My conversations with Carl and Susan, and the fact that they were protective of us. When you post or share information, sometimes there are liabilities, and they wouldn’t post things that were unclear. It’s always great to have a 2nd, 3rd or 4th eye.
They would say, hey look, maybe we can rephrase this differently. If there were disclaimers or laws or anything of that nature, they made sure we were aware. We didn’t really have any technical issues.
If there were multiple ideas and parties involved and not everybody was communicating, Susan definitely knew how to handle those situations by making sure that everybody came back together and shared all the information that they had collected.
Although Susan is not a part of our own team, she always brought things back together again. I would say, if you are looking for a company that is going to make sure you are represented well, show your best value, share a great story and assure your guests they’re going to have a memorable experience, you have to work with them. I wouldn’t choose anyone else.
Are there any areas for improvement?
I see no areas for improvement. They are part of a great team.