Recently, we produced a survey to find out the general well-being of all our Q-Bookers and to gather their feedback regarding the use of our products and services. We didn’t want to create a time-consuming questionnaire as we know our Q-Bookers have guests to tend to and businesses to run; rather, we wanted something that gave them the option to simply click whether they are “happy” or “unhappy”. As expected, most of our customers clicked the “happy” option – smiles all round at Q-Book! Naturally, we were delighted with the results; if you’re happy, then we’re happy! Happy Q-Bookers really does mean the proof is in the pudding! Our hard work and revamped system has paid off!
However, we also had a few clicks in the other direction. At first, although somewhat dismayed, we contacted these people as promised to see what we could do for them next. Our findings yielded interesting results. Our “unhappy clickers” were, in fact, very happy Q-Bookers; however, they desired more information, more training or just to learn the whereabouts of particular features/applications they had yet to discover in the calendar. From these findings, we know that the best way to move forward is to allocate the time and attention of our support staff towards anybody who needs it, at whatever time. To this end, we have produced new training manuals and PDFs, and will be releasing Q-Book tips of the week. The latter are emails comprising useful facts to help you navigate the system more easily, based on the feedback provided by fellow Q-Bookers.
This exercise has enabled us to touch base with all our clients to discuss in detail their accounts, their products and services, offer a full tour of the online booking system if needed, provide further training if required, provide any advice that may help our customers, and offer our hints and tips to help generate more bookings. Off the back of this campaign, we have enjoyed some great conversations with our customers regarding exactly what their plans are for the busy season ahead, how business is going in general and, much more complimentary, how much they are enjoying using Q-Book.
The success of this campaign has confirmed the future of Q-Book depends on our customers’ satisfaction; at the end of the day, they are our bread and butter! This activity has provided us with lots of feedback and exciting new ideas that we will be looking to explore in the near future.
We have a taste for this now! Keep your eye out for our regular emails, which are designed to help you. Expect even more “call me back” and “need a hand” emails in the near future and throughout your Queensborough experience.