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24/7 Software Blog

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?

Providing first-rate guest services 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 guests a safe, clean and friendly environment is fundamental to the fan experience and that’s the stuff that leaves guests wanting to return to your stadium for more events.

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

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

Every impression, every interaction, they all count.

“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”

According to Vasel’s article, “For the third year in a row, the ultra-low cost carrier had the lowest score in the travel report from the American Customer Satisfaction Index (ACSI). Spirit scored a 61 on a 100-point scale.”

If you’ve flown with Spirit prior to reading today’s article, you’re probably not surprised.

“Spirit is known for its "bare fares" – cheap tickets that are stripped of any additional amenities. That means passengers will pay for things like printing a boarding pass at the airport or beverages during a flight,” writes Vasel.

From our experience, customer satisfaction goes beyond overcoming nickel and diming your customers.

It involves a complete experience. Agree?

But, according to Vasel, “Spirit said it's made substantial strides in the past year.”

"Spirit's committed to improve its operations and customer service,’ a company spokesman told CNNMoney. ‘Beginning last spring, Spirit initiated a number of programs that have led to major improvements in on-time performance and a 64% reduction in complaints year over year," says Vasel.

Now, that’s better news, right?

Do you know of an easier and less expensive way to enhance customer experience and build loyalty?

We all know this: losing an item at your property is such an annoyance for your customers.

Forget about the slog to find the Lost & Found department to report the lost item. (Talk about salt on a wound, right?)

Or, the problem for you to manage everyone’s lost and found property.

Losing a personal possession can affect your customers’ overall experience. How your team manages this experience can impact it tenfold too.

The important thing to know is we understand your pain.

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

The hard truth is that lost and found items are affecting your bottom line – regardless of your operation’s type or size!

You’ve got to change that.

So, to help you find the best solution for your property, we created the infographic below.

It helps you see the little inefficiencies you might be missing that can turn into significant customer service problems, and how to counter them with an intuitive system.

Check it out.