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24/7 Software Blog

24/7 Software

24/7 Software
Proactive Operations for the World's Greatest Properties
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Have you ever wondered if there was an easier and less expensive way to enhance customer experience and build loyalty?

We sure have.

Because let’s be real, losing an item at a property is such a bummer for your customers.

Forget about the trek to find the Lost and Found department to report the lost item, which just feels like salt on a wound; or the problem for you to manage everyone’s lost and found property.

Losing a personal possession can affect your customers’ overall experience and how your staff manages this experience can impact it as well.

The important thing to know is solution providers understand your pain.

That’s why lost and found software for all types of properties exist.

Lost and found items are affecting your bottom line, whether you oversee security operations, multiple housing units, sports events, convention centers, hotels, music festivals, airports, or ski resorts.

“This summer, musician Katie Sucha will be touring England. And she's scared,” writes Jasmine Garsd in their recent NPR article entitled “After Boeing Crashes, More People Want Help Taming Fear Of Flying.”

"It really is a serious mental challenge to walk through those doors and get on the plane,” Sucha shares in the article.

According to Garsd, “Sucha's fear of flying is so bad that when she was a teacher in Mississippi and wanted to visit her family in Michigan, she'd take a 14-hour bus ride rather than spend two hours in the air.”

“The upcoming trip to Europe is a great career opportunity, but she's terrified. She can't stop watching the news about the two deadly Boeing 737 Max crashes less than five months apart. Sucha gets nervous just talking about them,” explains Garsd.

"You know, if this happens with one type of plane, how many other examples of a faulty sensor or ... something malfunctioning," says Sucha.

The NPR article continues, “Boeing 737 Max airplanes have been grounded worldwide, and incidents like these are actually incredibly rare. But instructors who help people with fear of flying are reporting that enrollment in their classes has more than doubled in the wake of the crashes.”

“If you aren't a nervous flyer, you might not be familiar with the industry built around fear of flying. For $2.99 you can buy an app called Am I Going Down? It uses aviation statistics to calculate the risk of a crash on your upcoming flight,” Garsd writes.

“An app called Overcome The Fear Of Flying offers hypnosis relaxation. The list goes on and on,” Garsd continues.

Later in the article, Garsd shares that “Ben Kaminow, a graduate of Soar (a course), says it's worth the price. He says his fear of flying ‘was debilitating to my life. I would not go away with my family."

“Kaminow's phobia started in 1993, when his vacation flight from New York to Mexico hit strong turbulence,” the article explains.

“He was terrified.”

You’re tasked with being the steward of safety at your property.

Ponder that responsibility.

Now, take a deep breath – because it’s a big responsibility.

The security of your customers, co-workers, boss, and every single person who enters your property lies on your shoulders.

You’re always collecting and analyzing tons of information.

From do this, to do that, you’re always faced with supplemental training, new policies or changes in industry best practices, and then tasked to train and monitor your team.

Are they doing everything they need or could be doing?

How do you keep up with all that? How do you know what best practices should be in place for your property?

Don’t you sometimes feel like the tail of a wagging dog?

Let’s change that today.

Keep reading; we’re going to share three ways for you to be a successful steward of safety.

“Received call from a customer. Their elderly father claimed to have slipped on a wet spill near the men’s restroom at Section 112.”

You hear this over the radio as you walk into the operations center.

“How are we doing,” you ask your operations manager, Kristine.

She nods and continues her radio call.

“John, have you arrived on the scene,” she radios to one of your mobile supervisors, John.

A few minutes later he responds.

“Yes, I’m here, but no one else is.”

You look at Kristine and shake your head in frustration.

She’s frustrated too.

What’s happening here?

Are your teams ignoring calls?

Are they missing the calls because there is too much noise over the radio?

How are things getting overlooked?

What’s causing this inefficiency?

The confusion continues as your operations center team tries to get personnel to the location.

Five minutes go by…

Seven minutes.

Now, it has been 15 minutes.

“We’re all leaving now. We took care of everything,” John calls in.

“What do you mean we’re all leaving,” Kristine responds.

“Oh sorry, everyone arrived on the scene after we last spoke,” he replies.

You and Kristine furiously look at one another.

She doesn’t know what to say or whether it’s right to be mad at John.

He’s only trying to do his job.

But, that’s the thing: he can’t fully do his job, and neither can anyone else on your team.

You’re only relying on radios to operate your events.

So, things are going to get missed or put to the side it the heat of the moment.

There’s no structure beyond your operations center.

Keep reading; we’re going to explain why you need mobile apps to alter your course and enhance your property’s real-time communications capabilities.

Say these five times fast…

Computerized Maintenance Management System (CMMS).

Talk about a tongue twister, right?

It’s as difficult to say as it is to choose one.

We feel your pain because we built one from scratch.

Know we’re here to answer your prayers and give you the valuable insight into the dreaded process: purchasing your first system or making the switch to a new one.

Before you even begin comparing vendors, there are a few points to consider.

  • What are your objectives?
  • How do you start the process of finding a solution?

Maintenance systems can be robust, but also cumbersome at the same time.

How do you sift through the nonsense?

How do you find the one which brings value to your facility – the one with the greatest potential return on investment?

There’s so much to consider. 

It’s exhausting.

But you need to decide before your next inspection.

To get buy-in from your boss, we recommend you build some basis for the selection process.

You need a team.

You want to get the most out of your new software – and you want it to be used!

For this, there’s no better team than the one using it, right?

Ready?

Let’s not waste any more time.

How many people are on your team?

Is there a big difference in your staff to customer ratio?

If it’s around 15:1, you’re probably struggling to keep up with everything occurring on your property.

Agree?

You’ve got incident calls coming into your operations center – one after another.

Now, that’s only your incidents.

Eight to 10 customer requests are coming in between each incident call.

Multiple food and beverage requests are causing a bottleneck in your operations right now.

Wheelchair requests are coming in too.

Being this busy is good, except when you can’t handle the demand.

Your team is challenged with mitigating the high frequency of incidents occurring.

But you already know this.

Your team is also struggling to handle customer requests.

The calls are so backed up people are complaining.

And that’s where things get ugly.

Some of your customers are even leaving – angry and frustrated.

There’s no differentiation between communication for incidents or customer requests.

Your operation can’t go on like this anymore.

Agree?

Incident calls are taking priority, and so wheelchairs aren’t making it to your customers.

Routing all calls through one individual is creating is leading to more problems.

It’s becoming a snowball effect, and your operation is spiraling.

Your operation is breaking down when it should be moving proactively.

This shortfall leaves you feeling helpless.

How do you handle this, now?

What do you do to ensure you keep your poise and your team optimistic, even though you’re running behind the eight ball?

Thankfully, this scenario is not real – in this article.

But could you come back from this?

Keep reading; we’re going to show you how to stay ahead of it using request tracking software.