Red Handed Jill
Well-known member
- Joined
- Mar 15, 2010
- Messages
- 263
- Reaction score
- 0
For some reason, lately, it seems we are having a lot of guests who end up wanting *me* to book them on the phone. For the time being, I've just given up trying to send them back to the site (especially when they're all ready looking at it <eyeroll>). Don't get me wrong - our website won't win any prizes. But it's functional. These folks all have different reasons for wanting to book on the phone - most (not all) are elderly. Sometimes they don't like the (standard) wording of the booking engine. Sometimes .....ack. They all have different reasons. Sometimes I think they just want to talk (seriously. They're all excited about their getaway/visiting their auntie/coming to see <insert event here>.). That's actually NOT my post.
The thing is, when I book a guest - it takes me a lot longer than if they just book themselves. They read, type answers, and it gets emailed to me. I copy & paste, process the deposit, and click confirm to send the automated email. When they call...I ask questions. They answer. THEN I type. Then I check the spelling/repeat back what they said (so I get it right). At some point, we probably end up in a discussion of food allergies. Eventually, the reservation is processed but THEN I keep them on the phone while I run the cc for the deposit because I don't want them to think they're booked only to have me call back and say, "Your credit card didn't go through." I figure I better make sure it's actually a "done deal" before I hang up.
NOW for my question. Am I the only one where it takes more time (total - mine & theirs) to book on the phone? I do try to redirect them to book online. I have even told people it will be faster. Sometimes (when I'm lucky) they ask what's easier for me. Is this just what needs to be done to "close" the deal sometimes?
The thing is, when I book a guest - it takes me a lot longer than if they just book themselves. They read, type answers, and it gets emailed to me. I copy & paste, process the deposit, and click confirm to send the automated email. When they call...I ask questions. They answer. THEN I type. Then I check the spelling/repeat back what they said (so I get it right). At some point, we probably end up in a discussion of food allergies. Eventually, the reservation is processed but THEN I keep them on the phone while I run the cc for the deposit because I don't want them to think they're booked only to have me call back and say, "Your credit card didn't go through." I figure I better make sure it's actually a "done deal" before I hang up.
NOW for my question. Am I the only one where it takes more time (total - mine & theirs) to book on the phone? I do try to redirect them to book online. I have even told people it will be faster. Sometimes (when I'm lucky) they ask what's easier for me. Is this just what needs to be done to "close" the deal sometimes?