Morticia
Well-known member
- Joined
- May 22, 2008
- Messages
- 17,771
- Reaction score
- 685
I am trying out the new phone-answering model of getting info before giving info. (ie- 'what do you need' before 'here's the price')
First phone call went like this:
Caller- We need a room for one night on July 3.
Me- What brings you to the area?
Caller- Just passing thru.
Me- Ah, where are you headed? (Maybe I can convince them to stay here longer!)
Caller- (mentions the number one tourist destination in the state, no it is not here despite repeated attempts by marketers to tell us it is!)
Me- Yes, beautiful location.
Caller- I see you have this room open on that night.
Me thinking- (I do have that room open on that night but not the previous or following nights, so there goes the extra nights if they don't want to switch rooms)
Caller- Yes, the family loves to go there every year.
Me thinking- (Family, this means kids)
Caller- We only need a room with 2 beds.
Me- How many in your party? (Didn't really get that out as caller was talking over me at this point.)
Caller- We generally just have the kids sleep on the floor, never a problem at a hotel.
Me- Sorry, I can't do that here.
Caller- (Now irate) wants to know why not.
Me- (explaining fire codes and how hotels don't bother to count how many you stuff into the room) Sorry, we can't do that.
Now even if I wanted to stuff all of them into the room, once I started adding on extra person fees this guy could have gotten 2 double-bedded connecting rooms at a hotel! 6 guests in 1 room with 2 beds. Pig pile of kids on the floor. 4 extra guests he wasn't going to want to pay for because they'd be sleeping on the floor. But I bet he'd be happy to let me feed them!
Trying to change guests' perceptions about what are 'comfortable' accommodations for all is a tough one.
I almost asked if he'd ever taken a good look at a hotel carpet and if the kids were up to date on their shots. But I didn't because it's not in the script!
First phone call went like this:
Caller- We need a room for one night on July 3.
Me- What brings you to the area?
Caller- Just passing thru.
Me- Ah, where are you headed? (Maybe I can convince them to stay here longer!)
Caller- (mentions the number one tourist destination in the state, no it is not here despite repeated attempts by marketers to tell us it is!)
Me- Yes, beautiful location.
Caller- I see you have this room open on that night.
Me thinking- (I do have that room open on that night but not the previous or following nights, so there goes the extra nights if they don't want to switch rooms)
Caller- Yes, the family loves to go there every year.
Me thinking- (Family, this means kids)
Caller- We only need a room with 2 beds.
Me- How many in your party? (Didn't really get that out as caller was talking over me at this point.)
Caller- We generally just have the kids sleep on the floor, never a problem at a hotel.
Me- Sorry, I can't do that here.
Caller- (Now irate) wants to know why not.
Me- (explaining fire codes and how hotels don't bother to count how many you stuff into the room) Sorry, we can't do that.
Now even if I wanted to stuff all of them into the room, once I started adding on extra person fees this guy could have gotten 2 double-bedded connecting rooms at a hotel! 6 guests in 1 room with 2 beds. Pig pile of kids on the floor. 4 extra guests he wasn't going to want to pay for because they'd be sleeping on the floor. But I bet he'd be happy to let me feed them!
Trying to change guests' perceptions about what are 'comfortable' accommodations for all is a tough one.
I almost asked if he'd ever taken a good look at a hotel carpet and if the kids were up to date on their shots. But I didn't because it's not in the script!