I recently drove from Columbia SC to Paducah Kentucky. The town of Paducah was made famous in 1938 by a flood that destroyed 95% of the town. The town was eventually rebuilt. Someone in the town was very business savvy. The community knew that in order to survive, they needed one or more big attractions to keep this little community alive and thriving. A quilt museum was just the ticket. By 1990, the museum was designated by Congress as the National Quilt Museum for the United States.
I recently drove from Columbia SC to Paducah Kentucky. The town of Paducah was made famous in 1938 by a flood that destroyed 95% of the town. The town was eventually rebuilt. Someone in the town was very business savvy. The community knew that in order to survive, they needed one or more big attractions to keep this little community alive and thriving. A quilt museum was just the ticket. By 1990, the museum was designated by Congress as the National Quilt Museum for the United States.
The museum has a massive tourist attraction. In 2010, seven busloads of Japanese visitors visited the Quilt Museum. Visitors also spent their time and money along the main street. In addition to tourists throughout the year, the town also sponsors a Quilt Festival. According to one quilt store owner, over 40,000 tourists descend upon the town during the week. The residents, restaurateurs, hoteliers, and retailers welcome the visitors with open arms and cash registers at the ready.
The town looks and feels like something out of the past. The streets are immaculate and filled with small shops. The confectionary store carries more than 50 different types of chocolates and handmade fudge. Several streets over, the Lowertown Arts District provides visitors with the opportunity to look and purchase paintings, sculpture, glassworks or quilts.
The town also has a very large convention center. I kept staring at the large convention center and wondered how can they support the center in such a small town? As I looked at the marquee, my question was answered. Names of country music stars announced their upcoming arrival to Paducah. I was confident that George Jones would sing to a packed crowd. Residents from Kentucky and surrounding states would come to Paducah to hear the country crooner.
As I drove around the town, I realized that I could never – - absolutely ever – - live in such a small town. At the same time, there was something very desirable about the town. Everywhere I went – the Dairy Queen, IHOP, the quilt museum, and indeed every retail store – employees and residents of Paducah demonstrated a sense of pride. They were proud of their town; proud of their position in their place of employment; proud to be helping visitors.
I first sensed this feeling of pride and well-being at the hotel. I took it for granted that the hotel simply had very good training. But at the end of the first day I realized that the Paducah’s culture was pervasive and positive. On the second day, I was at the Dairy Queen; this ice cream seller is the size of a McDonald’s; it was huge! Although the weather was a brisk 48 degrees, the Dairy Queen was filled to maximum capacity. The seating areas said “stay awhile” and spend more money on ice cream treats. The cleanliness of the store, service and large seating area encouraged people to return to the store.
There are some items missing from Paducah. The town of Paducah can’t be considered upper income. They are however thriving. I didn’t see foreclosure signs on homes. I didn’t see litter or burned out houses or retail buildings. I didn’t see people wander around aimlessly or gang signs on buildings.
There is saying “Pride goes before the fall.” I don’t believe this to be always the case. The town of Paducah stands as one of the best customer service towns that I have ever experienced; and I have traveled many parts of the world. This town is proud but not boastful. They pay attention to detail and are grateful to their customers. Somehow, their entire town is aligned with the realization that their existence is based on tourism. Be kind to tourists and they will be kind to the community. In return for their efforts, they are reaping the rewards through tourism and resident dollars.
http://www.forbes.com/sites/prospernow/2011/04/04/main-street-usa-brings-in-the-bucks-using-pride/