24/7 Software Blog

We can all agree.

Your customers are the most crucial part of your job.

At the end of the day, your goal is to offer a safe, enjoyable, and pleasant experience for customers.

It doesn’t matter what ‘stuff’ is involved – everything comes back to the people on your property.


It requires a proactive operation to keep customers happy while keeping your operation running efficiently.

But, how do you become proactive?

We know it’s easier said than done.

Most of the time you have too much on your plate to get a handle on things.

Here’s a hint: you can’t do it all alone.

Yes, you have your professional and expertly trained staff. But, they are human, and other things become their priority.

It’s a good thing request tracker software exists to augment your team’s ability to manage customer requests.

Did we mention it’s your #1 solution?

Let’s check it out!

It’s 9:00 AM and you've been on your property since 6:30 AM.

Today’s tasks are already taking a toll on you mentally and physically.

You’re tired and stressed out.

Now, you’re shifting your focus to delivering a break-even customer experience.

Wait, break even?

Yes, you’re working tirelessly for the hope that nothing goes wrong.

That nothing happens your customers will notice.

That’d be a good day for you.

That’s not what we like to hear.

We understand that delivering an extraordinary customer experience might not always be at the top of your list.

We get it; you are overwhelmed with all of your responsibilities.

But, here’s the thing – your customers keep your lights on and doors open.

Customer experience should always be your #1 priority.

Today, we want to help you improve your capabilities, so you can focus on your customers before anything else.

Your number one goal is to enhance your customers’ experiences.

Do you agree?

They come to your property and expect to be treated well.

But, you want to exceed their expectations too. It’s in your blood.

You don’t want to settle or be complacent.

You want people to leave your property excited to come back for another round. You want them to want more.

You want them to remember the memories they’ve created here.

But, are you doing everything it takes? Yes, everything.

You’ve invested in important training and team building days for your employees.

You go to all the annual conferences in your industry to advance your knowledge as a proactive leader.

Everyone on your staff is world class.

All the issues and incidents taking place on your property are managed expertly. But, that’s still not enough.

Are you paying attention to the small things? We mean this in the literal sense.

Do you invest a lot of time teaching your staff?

Now, do you invest enough time training them on how to communicate effectively with your customers?

With so many things going on at your property and the possibility of turnover, you’re challenged with ensuring that staff properly interacts with customers.

We know this is difficult.

If they underperform, it affects every area of your operation, which ultimately affects the whole organization.

To be frank: If your team fails to execute, then the entire property is a failure.

How do you solve this customer service puzzle?

You have workers from all walks of life, with different skill sets and training experiences.

You hang up your phone.

As you turn to your operations manager, Kelsey, she can tell you’ve got bad news.

“John called me about this quarter’s revenue numbers,” you tell her.

“Our numbers are still declining,” you continue.

Kelsey isn’t sure how to respond, but she’s been proactive since she started this month, so she starts asking the right questions.

One after another, the questions are rolling, and you’re able to answer them quickly.

Six questions in and answered, you stop her.

She stumped you.

“What guest feedback have you received over the last several months or years to determine whether the revenue decline relates to experience,” she asks you.

But you don’t have the right answer.

Your largest event of the year is taking place.

Your guest-to-staff ratio is 15:1, and the incident calls immediately start coming into the command center.

Between each incident call, you’re receiving eight to 10 guest requests for random customer issues.

Guests in their suite or VIP section are making one food and beverage call after another.

Wheelchair requests are coming in hand over fist with no end in sight.

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

Your staff is having trouble handling guest requests coming in through the radio, and the calls are so backed up people are complaining – some have even left.

There’s no differentiation of inflow and outflow for requests versus incidents.

Your incident calls are taking priority, and wheelchairs aren’t making it to the guest.

People aren’t getting their food or drink, and housekeeping issues are being neglected.

Routing all calls through one individual is creating chaos and breaking down the operation when it should be moving quickly.

Your operation suddenly falls behind, leaving you helpless.

How do you respond? Your team is in disarray.

Do you have any idea how to pull them out of this mess?