Telephone

Ring ring, ring ring … gone

Are you missing out on more business than you think, simply because front line staff don’t have time to answer the phone?

Around 30% of calls to main hotel reception numbers are not answered on Mondays to Thursdays, rising to almost 40% on Fridays.*

Hard to believe?

One Tree provides a gift voucher and ticketing service for hospitality companies and these statistics have been gathered by our sales team who call a lot of hotels and restaurants in the course of their work.

Our staff keep close tabs on their productivity, including tracking the number of times phone calls are answered at the venues we approach. Analysis of the data collected over an eight week period revealed that 30-40% of calls are never answered!

Data collected outside the key periods

The phone calls were made between 9.30 – 12.00 am and from 2.00 – 5.00 pm during the week, so our survey didn’t take into account the busiest periods and excluded weekends. Anyone calling to book a room, table or an event at peak times could well have had even less success in getting through.

The story doesn’t always get better when callers do reach a human at the other end of the phone. One of our salesmen reported that the following conversation is not uncommon.

“Hello, I’m calling about gift vouchers.”
“Oh, sorry we’re really busy at the moment, can you call back in a couple of hours?”

You can imagine that if he was trying to buy a gift, he would most likely have gone somewhere else in the meantime.

Lost revenue for you and not the best customer experience.

Selling gift vouchers online captures revenue you would otherwise lose

While you may have online booking systems for rooms or tables to take pressure off reception, gift vouchers are also a prime candidate to offer a self-serve solution. The key buying period is between 9.00 – 10.00 am in the morning, around lunchtime and at 8.00 – 9.00 pm at night.  These are the very same times that you are busy or don’t have a full staff available to deal with phone requests.  And if customers do get through on the phone, who will take the money, create the voucher and send it out?

Introducing a gift voucher sales page on your website using the One Tree System means that prospects can buy a voucher for your venue at their convenience, from their pc, phone or tablet 24 hours a day, seven days a week.

Reduced staff workload

We fulfil the orders on your behalf so it also frees up time for your front line staff. The system improves security and helps finance and management track sales and control redemptions.

Knowing that staff won’t have an increased workload dealing with the generation and administration of gift vouchers also means that you can confidently focus on selling more, leading to increased revenues.

You don’t miss out on income and your reputation is enhanced as customers have a way to buy from you that suits them. A win-win situation for everyone.

*Survey based on calls made in August and September 2018.

Louise Callan, Marketing Director, One Tree. If you would like to discuss the survey or find out how an online gift voucher service would benefit your business, please feel free to send an email or call us on 01761 472911.