Morticia
Well-known member
- Joined
- May 22, 2008
- Messages
- 17,771
- Reaction score
- 685
Oh right, the mortgage! ;-)Momma & Poppa need to pay this crazy mortgage we got locked into in 2005, and now can't refinance! We also want to be able to spend more money when we go out to visit the kids in Berkeley in November. AND we are on the 3-5 year plan to sell, so need to keep the biz pumping.That is generally what I had in mind, although the exact implementation not worked out:I totally agree with you Jim. Our phone calls for reservations have increased over the last couple of years since smart phones. Years ago we were the first b&b in our state to have online reservations. It was fabulous and the phone calls were dramatically reduced. It went that way for years. About 3 years ago the calls started increasing again. My personal opinion is that with the increase of the mobile devices, it's so easy to just hit the 'call' button. I do use the ploy that I'm not in my office right now, and I'm happy to answer any and all questions, but would they be able to make their reservation online so that their room gets taken off our inventory immediately? I still want that online reservation where they have to click that they agree to our policies. 99% of the time they make their reservation online, but I've been a warm friendly voice to make them feel we welcome them.Phone calls can be a pain, it never rings till I sit down to eat or during the last few minutes of a favorite TV show and I miss the ending, yet my strange view is that people and their questions are the reason that I'm here, take away that personal contact and I'm just the maid or janitor and the business wouldn't be much fun to me.That is why the machine will answer, and will quickly call back those who I want. All others get deleted. (There will be a couple options first for self serve, like direx/address, booking online represents a discount, etc.
I feel like folks stay with me to get away from automated phone systems, self serve and big companies that lack personal contact, I believe I would lose if I tried to follow that path.
Just my view, each to his or her own.
.
.
o I do not want to spend time wrangling with robocalls, charity calls, nonguests wanting recommendations, very late night room seekers
o I do want the message to encourage them to book online
o I do want a couple options if they are just seeking directions, website, etc.
o The question is, if they still want to talk to someone, should it go to voicemail with assurance we call them right back, or should it ring to a phone (but we may/may not be available or not want to talk)...
I do not want to spend much time taking phone bookings when I am in the middle of a movie or shopping without access to computer, etc...
.It depends on your market. If you are the ne plus ultra in your area, guests will await your return call. If you're just starting out you really should plan to answer every call. You should write out your spiel so you can refer to it for the first few months.undersea said:I do not want to spend much time taking phone bookings when I am in the middle of a movie or shopping without access to computer, etc...
I don't answer the phone after 9pm. I don't answer during breakfast when I'm talking with guests. Our message says to look online for more info and to reserve online to be sure you get the room you want. That does not stop the person who needs to talk to someone NOW from calling back 3-4 times within 5 minutes.
You have to turn the phone off to get any peace. I unplug it altogether some nights so I can sleep.
We don't forward the phone unless we're on vacation. Then again, momma smurf is running 95% occ and I am not. So, figure out whether you want your time to be your own or if you want heads in beds. (We've never hit 90% occ, I don't want to work that hard! The more guests, the crankier I get. So plan your tactics accordingly.)
.
But, we don't answer the phone either during breakfast or after 9:30 PM. Rolls to my cell and says to go to our website, cause everything you could possibly want to know is there, that is if you can Read!
.
I'm planning on picking up the tempo next year in line with prepping to sell.
We're planning a 2 week jaunt to Utah in the spring. Looking forward to that.