Answering the phone

[Beanie]

I am writing this from the Bellagio. I normally do not like to stay at the Bellagio because it is very busy. I normally stay at The Wynn, both hotels are comparable and all things being equal I would rather wait in fewer lines, walk around more freely and not be inconvenienced so much. So when I called The Wynn I got an answering machine that asked me to leave my info, I do not know if I did or did not but I do know that this happens a lot at The Wynn. I needed a room fast so instead of leaving my info I just called the Bellagio, someone answered the phone and I was booked. Guess what? The Bellagio is real nice, I forgot how much I enjoyed the pool and because it is centrally located you have more options. I forgot all of that. I think I might still call The Wynn occasionally but if they do not answer the phone they will lose my business again. I am not sure how many times I need to be inconvenienced before I blow them off altogether (or unless they are the only option) but I would guess it is not too many times.

Brooming customers because you do not have enough people to answer the phones is silly. And just for the record it was the poker room I called and not the regular reservations line.

This might sound like a stupid rant of a complaining customer but I would ask you to think of it in the context of your business. Who are you kicking to the curb unnecessarily? Is the content you are writing aimed at the type of customers you would like to attract. Trust me The Wynn spends a fortune in marketing but apparently they need to spend just a little more on people that answer the phone because once you have them in the door (or on your site) converting them might be simple.