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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 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.

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.

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 guests.

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 guests go through their food and beverages.

They’ll need more stuff.

But, your staff won’t be able to handle the influx of special guest 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 guests 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.

One thing is for sure.

We all know you don’t have to visit Disney every day, weekend, or even every year to remember the impact it made on your life.

Experiencing the Disney ethos for the first time changes you, whether you’re a child or an adult.

Disney Cast Members (as they’re referred to) are trained from day one to deliver an experience worth writing about.

That’s why we’re writing about them.

With decades of life-changing experiences under their belt, it’s simple to understand that Disney is the guiding light for customer service.

Walt Disney said, “You reach a point where you don’t work for money.”

Simply put, the money exchange is not relevant to the memories that you want to create for your customers.

Provide a great experience, exceed customer expectations, and plenty of positive memories are created.

Oh and by the way….if you’re doing this, the money will follow.