24/7 Software Blog

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 customer 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.

It’s long and more of a rant because you can’t clearly explain it.

It’s a combination of excuses and some insight here and there. But you don’t have anything tangible to offer.

You don’t have reports or any sort of feedback.

It’s not acceptable, and you know that.

Yes, you know where to start looking for answers, but how do you fix this to increase your revenue and keep your job?

Kelsey will probably know – but we’ve got a solution ourselves.

In 2014, we wrote the original version of this article because of an epiphany.

At the time, it baffled us how often we discussed all the actions that lead to increased or decreased response times, such as awareness and communication, without focusing on response times in general.

And most importantly, why they are so extremely important for your property’s operation.

Thankfully, we experienced clear skies and warm weather down here in Florida that helped us think clearly.

That led us to write this short and sweet gem on response times.

The original version of this article might be an artifact by now.

But the information and insight you pull from everything we have below are as important today as it was in 2014.

Today is your busiest day of the year.

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

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

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 customer 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 customer.

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?

Don’t sweat it – anymore.

We’re going to show you an easy way to avoid these customer service traps.

Your first event of the season is underway.

The house is packed.

You can feel the energy moving through the halls.

The sales team did a great job filling the seats – and your suites.

Every suite is full of excited customers.

But, you’re still nervous about service, even with all of today’s potential for revenue generation.

Why?

You know what’s going to happen an hour into the event once your VIPs and suite customers go through their food and beverages.

They’ll need more stuff.

But, your staff won’t be able to handle the influx of special customer requests coming through the phones.

How do you know this?

You don’t have a scalable way to handle requests.

If your staff is running around doing other important tasks, your customers will have to wait until they come back to their location to make any requests.

That’s right; your team can handle an average volume with their phones, radio, and a checklist.

But when the volume kicks up – things get overwhelming, and efficiency declines.

They forget things and lose track of what was completed.

Your VIPs call in, each time with more frustration.

You need to get your customer requests under control.

But, how can you do this?

You need request tracking software.

It lets you handle special customer requests with maximum efficiency.

Keep reading; we’ll break it down for you.

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.

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.