It is so easy to improve sales and it has nothing to do with the officially designated sales team.
It has to do with the receptionist, reservationist, greeter.
Here is how a luxury hotel “operator” answered my call today: (Think blah.) “He…llo… This is Name of Hotel. (Think nasal, annoyed and very, very tired). How may I assist you?”
By the time she finished her “greeting,” I felt like I needed a nap.
But it gets worse (which probably comes as no surprise to you!). I get transferred to reservations, ask for a date and rate, and that is exactly what I get. In fact, that is all I get. No attempt to up serve me, learn my reason for being in the area, try to help me to feel comfortable, smart, safe or confident deciding to book with the hotel.
This doesn’t mean the person answering the phone needs to act like my best friend. I already have one. But they do need to try to give me the best possible experience and the warmest welcome and make me feel appreciated for calling or visiting.
Call your PBX today and try not to freak out. Are you losing sales because the buyer feels that if this is representative of the hotel, they don’t want to be there? Are you losing sales because they don’t have the correct information or don’t know how to communicate it in a way that helps the buyer want to advance the sale? Are you losing sales because they don’t care or don’t know how to sell?
First impressions are lasting impressions.