Reservations by phone
 

I wonder how many tour operators are in the same position as I am?

We take reservations online but during the day (and often at night) the phone still rings frequently. We're getting into our busy season and it is almost a full time job just to answer the phone. It doesn't ring constantly but at least a couple of times an hour during the slow times.

Most are making reservations but many are asking questions about the tours, asking for directions, etc. All of that is on our web site, of course, but people don't look, don't have internet access from the hotel, etc.

On my rare days off, I still usually find myself answering the phone which has been routed to me so as not to disturb training, tours in progress, etc. As my wife says, it isn't really a day off if I'm constantly answering the phone <g>.

I've spoken to some tour operators who use Zerve or similar service but most of them say that the phone still rings frequently and that it is often disruptive.

I've considered hiring someone to work from home and do nothing but answer the phone but it is so intermittent that I wouldn't want to pay them hourly. Maybe by the call? And then I'd have to find someone who is always available, has something else to do, and doesn't mind being interrupted constantly <g>.

It would be more cost effective if more than one tour company went in on it together. The operator(s) would obviously have to be trained about the specific locations and have access to the tour schedules, etc.

Would anyone else be interested in talking about this? Presumably, people could decide when to forward the phone and only pay for the service when they do so. It is just a kernel of an idea and I haven't worked out the details.

Hmmm ... interesting
 

Interesting idea. I'll have to ponder that one.

In the meantime, I've researched Zerve and some other booking services. Overall, Zerve seems to have the best pricing and functionality (although we're not ready to go to that level yet). And according to the Zerve rep I talked to, their customer service people are trained to answer routine questions about the tours, schedules, pricing, policies, directions, etc. So you may want to consider them.

But before going the booking service route, have you considered using an established answering service? I've never used one, so I'm not familiar with their cost, how they work, or how much detail about your business they're willing to provide to callers.

Bob

I've looked into Zerve several times over the years. I hear rave reviews from tour operators who use them. I guess our situation is odd, however, in that we start with a standard schedule (e.g., 8am, 11am, 3p, and 6pm but it varies by the season) but it almost never ends up that way.

First, we offer several types of tours and rides and the activity is set according to the needs of the first customer who requests each time slot. Then we frequently add new tours when those fill up (or a customer wants something different) but that requires evaluating the number of machines available in the fleet, condition of batteries by that time of day, what staff member(s) are available, which tours they are trained to do, and so on. It is always a puzzle <g> and no two days' schedules are ever the same. I just don't see how it could ever be automated.

It sounds like a headache but it isn't difficult. Some would even say that it is an interesting challenge <g>. And it makes our customers very happy because we almost never turn anyone away. But the process does consume time that I don't have.

Another problem that I have with Zerve and other traditional reservation systems is that they take the customers' money up front. That's another thing that makes us unusual, I guess: we don't require a deposit (except groups over 10) and we don't take payment until the customer _returns_ from the tour. We even have a policy that if you didn't have fun then you don't pay -- but in four years we've never had a single customer take us up on it.

That is unconventional, to be sure, but customers really like it, it encourages reservations, tips, and positive reviews. It also eliminates arguments and the need for refunds due to inclement weather, etc. We probably have to reschedule tours more often than most tour companies but, remarkably, the incidence of "no shows" is only about 3%.

I've looked at traditional answering services too but they're typically only trained to answer from a list of prepared questions or take messages. I don't want to just defer my work until later. I want the operator to make the reservation or resolve the issue in order to make the customer happy.

A customer can request a reservation on our web site too but it is just that; a request based on the standard schedule and without consideration for what may already be booked. Then a human processes the request and either books/confirms the request or emails/calls the customers to lay out the available alternatives. That is, the automated system never turns a customer away on the grounds that what he wants isn't available.

I am not a tour operator, but operated a commercial art service for about 30 years. Most of the time I was very busy, but I never complained because I got a lot of calls. I did have times when the phone did not ring, I will take the ringing. I understand you are not complaining just trying to deal with interruptions. I used a head set for my phone much of the time. A phone system that has a menu might help.

Now as a customer: I want to talk to a person when I buy something or service. I may look online, but I want a person. I know that is a problem for you, tough. Just cover your costs with your charges and be happy the phone is ringing.

Too flexible?
 

Hi Bob,

I applaud your scheduling flexibility and desire to accommodate as many people as possible, but I think you're finding that being ultra-flexible can work against you to a certain extent. You may be trying to do too much with too few resources (equipment, staff, etc.).

If you can't increase the resources, then you'll probably have to reduce the schedule flexibility. If you analyze what tours you've done when for how many over the last year or two, you might be able to see some trends. And then you can use those trends to create a more rigid schedule that is as accommodating as possible using the available resources. It may reduce income somewhat, but you might have a little more free time and less hassle.

Make sense?

Bob

I am glad that the phone is ringing. Does looking for ways to run my business more efficiently mean that I'm complaining?

I'm sorry that I apparently gave the impression that I'm looking for a way to offer fewer tours or less customer service.

Thanks to those who responded anyway.

Sorry, I did not mean to say you were complaining. I said "I understand you are not complaining just trying to deal with interruptions."

My first ride was a tour in Raleigh, NC. My grandson set it up on his computer, I would have called. I think that we did go down to the place the day before just to check it out. We had a great time on the tour, but two hours killed my legs. I am 71 years old. When my wife and I returned home to East Texas we bought two i2's. Ring-Ring, be happy!

My first tour was also that same tour. Of course, I had already owned my segway for a half dozen years, and used my own on that tour, but the tour owners were very accomodating and welcoming. I had a great time. I almost feel bad for them because they got a lot of requests for (and comments about) the segway with the chrome spinners, and the guy with the Stetson and long black duster, which they could not offer once I went home...

Is a duster a long coat like the cowboys wear? If so did you have a long gun hanging under the duster? Everyone in Texas is armed and there are rattlesnakes under every rock.

Yes, that is what a duster is. I have a couple, but my most common and favorite goes all the way to the ground.

I live in a socialist state that hates the Constitution and the 2nd admentment, and therefore does everything it can to subvert the rights protected therein. In other words, I do not carry.