blg.png

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.

Agree?

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 tracking 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!

“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.

You’ve got dinner plans tonight.

So, you’re trying to get out of the office before 6:30 PM.

“Can you hold down the fort,” you ask your operations manager, Ryan. Ryan’s a recent college grad and isn’t celebrating Valentine’s Day.

He always reminds you how lucky you are to have him.

“Yeah, no problem. I’ve got everything covered. Tonight’s event shouldn’t be too bad,” he responds.

Five o’clock rolls around.

Guests start entering the property. It gets busy pretty quickly and most of the attendees for tonight’s concert are couples.

Before you know it, the usual incidents start entering your incident management system.

But, mixed with your high-priority incidents are more than the usual number of guest services requests.   

Today’s a romantic holiday, and you want to ensure that you exceed expectations so that everyone has a wonderful memory.

But, there are just too many guest requests coming into your command center.

You’ve got a lot of full time and part time staff.

But, you don’t have all the time in the world to train them.

Yes, your veteran staff is always around and experts at what they do. But, things change.

You’re probably overwhelmed with the task of training all your part-time and temporary employees because policies change often.

You know, every time they work again there’s a new policy to follow.

Training is ongoing and regardless of how busy you and your full-time team are – staff needs to be trained on how to communicate with guests.

It needs to be done according to your standards too.

Your frontline staff interacts with your guests the most. With that said, even though many of them are on your property the least often, they’re the ones who need the most training.

Do you agree?

Not to mention…

When they underperform, it has an adverse effect on all areas of your operation.

We get it; it’s tough.

Keep reading, though. We’re going to share with you how to solve this potential guest services nightmare.

Your property hosts a lot of guests.

You want to take good care of them. But, too many calls are getting in your way.

Incident calls are in the system, and those always take priority. It’s easy for a wheelchair request to slip through the cracks.

Agree?

But wait, let’s think about it again. Is the problem too many calls?

Or, do you need to manage the incidents and guest requests from two different queues?

We’re going with the latter! It’s time to separate your important guest requests from your high-priority incident calls.

You’re going to get fights, slip and falls, chest pains, and suite and transport requests, entering your queue.

It’s par for the course when you run one of the world’s greatest properties.

But, how you manage this feat is what differentiates your operation. It’s the difference between happy and unhappy-not-coming-back-to-your-property guests.

You want to exceed everyone’s expectation.

To accomplish this, separate your incident calls from your guest request calls-for-service. Leave your incidents in your incident management system and let another part of your solution handle guest needs.

It’s that simple.

To explain what we’re talking about, we created this infographic below to break down the drawbacks of combining high-priority calls with guest requests. It explains how to exceed expectations using top-notch request tracking software. Don’t fret – you’ve got options!