Customer Experience & Support
Every guest or customer touchpoint working smoothly, even on your busiest Saturday.
Where most people start
Fort Walton Beach Runs on Tourists and Locals. Your Systems Should Handle Both.
Read Customer Experience & SupportIf Your Cell Phone Is the Customer Service Department, You Do Not Have One
Read Customer Experience & SupportOne Guest, Four Inboxes: Why Vacation Rental Messages Get Missed
Read Customer Experience & SupportThe Complaint You Keep Getting and Never See Coming
ReadEvery customer experience & support guide
Fort Walton Beach Runs on Tourists and Locals. Your Systems Should Handle Both.
A first-time visitor and a regular who has been coming for ten years need genuinely different things from the same business. Most systems are quietly built for only one of them.
Read articleIf Your Cell Phone Is the Customer Service Department, You Do Not Have One
If every customer question in your business runs through your personal cell phone, you do not have a support system, you have a very demanding job. Here is what has to change before you can take a real day off.
Read articleOne Guest, Four Inboxes: Why Vacation Rental Messages Get Missed
When a guest question lands in Airbnb chat, VRBO chat, a text, and an email all within the same hour, something gets missed. Here is why that happens and how to route every channel into one inbox without adding software your team will abandon.
Read articleThe Complaint You Keep Getting and Never See Coming
The same customer frustration can show up in a review, a text, and a passing comment for months before anyone connects the dots. Here is how to catch the pattern before it becomes a reputation problem.
Read articleThe Job You Lost at 9pm on a Friday
The plumber who answered at 9:15 did not have a bigger crew than you. He had a system that caught the call. Here is how to close that gap without hiring anyone new.
Read articleThe Script Nobody Wrote: What Your New Hire Says to an Angry Customer
Most bad customer service moments are not a training failure or a bad hire, they are an employee improvising in real time because nobody ever wrote down what to say. Here is how to build a short, specific service recovery playbook before your next complaint, not after.
Read articleWhen the Phone Rings and the Line Forms at the Same Time
A simple triage system, not a better multitasker, is what stops you from losing guests at the door and callers on hold during the same Saturday rush.
Read articleYour Front Desk Answers the Same Question Forty Times a Day
Do you take my insurance, where do I park, what should I bring to my first visit. The same handful of questions, asked all day, every day, by staff who could be doing something else.
Read articleWant help with customer experience & support in your own business?
Every guest or customer touchpoint working smoothly, even on your busiest Saturday.