blg.png

24/7 Software Blog

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 that you can focus on your customers before anything else.

Providing first-rate customer service is paramount.

We know it’s one of the top goals on your list.

We also know it is the top goal on your boss’s list.

The fan experience is essential to everyone’s livelihood.

You certainly can’t guarantee a win, perfect weather, or prevent car trouble on the way.

But you can and must deliver the highest level of service.

Face it.

You’re in the business of creating memories as much as your star players.

Preparing for and delivering to your customers a safe, clean, and friendly environment is fundamental to the fan experience and that’s the stuff that leaves customers wanting to return to your property for more events.

With your well-trained and dedicated team members, you can ‘make things happen’ at every point of contact with your customers.

For every location, every person on your team can affect a fan’s experience, positively or negatively.

Every impression, every interaction, they all count.

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 appropriately 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.

Some are more seasoned than others, others have been exposed to more training and development, and some are brand new.

How do you empower your team to engage with your customers effectively?

We believe we know the answer – we can’t wait to share it with you.

Today’s article is going to provide you with the framework of several useful techniques for communicating with your customers.

You’ll also learn how to deliver exceptional customer experience at the most common touchpoints.

You’ve got tons of information ahead of you. So, let’s not waste any more time.

Are you ready? Let’s go!

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.

You know:

A customer’s wallet or purse, an umbrella or coat – the possessions that mean something to your customers.

It’s the stuff they feel they can’t and don’t want to live without.

Do you have lost and found software deployed for your property to mitigate this?

If not, let’s change that for the best.

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.