Brown - or Mrs Sally Brown, accountant from Whitstable?
Archive - Originally posted on "The Horse's Mouth" - 2011-02-10 22:33:36 - Graham Ellis
Mr and Mrs Brown, and Mr and Mrs Roberts, are staying at Well House Manor for a weekend in a month or two's time. It was Mrs Brown who called, and as I spoke with her and filled in her details on our booking form it all seemed very formal.
When we came to taking details to confirm the booking, it became a bit less formal as I 'discovered' her initials - the name on the card is "Mrs S J Brown", and when I asked towards the conclusion of the call for her email address, she gave me "sally@ ...." with "that's me" as a confirmation that I may put two and two together, and conclude that we have Mrs Sally M Brown staying (all details changed to protect privacy) as group lead.
And then - as a part of the concluding conversation - I learned a little more. Of what she does for a job, of why they're traveling, and what are the key sales elements that brought them to choose Well House Manor.
I find it a fascinating study of how conversations open up as callers become more relaxed, and it's a reminder to me of just how important it is for the person on our team who's taking the booking to lead the conversation through in "the Well House Manor way", if you can call it that, which is to provide the facilities that visitors would wish to find in a hotel, and yet with the more relaxed and friendly service which so many of our business guests clearly appreciate, judging by the repeat bookings that we get, and the friendly way they'll seek us out to chat of an evening when they're with us.
Link - Well House Manor. Keywords: Hotel, Melksham, Wiltshire, Friendly, Business and Weekend Break.
Mr and Mrs Brown, and Mr and Mrs Roberts, are staying at Well House Manor for a weekend in a month or two's time. It was Mrs Brown who called, and as I spoke with her and filled in her details on our booking form it all seemed very formal.
I find it a fascinating study of how conversations open up as callers become more relaxed, and it's a reminder to me of just how important it is for the person on our team who's taking the booking to lead the conversation through in "the Well House Manor way", if you can call it that, which is to provide the facilities that visitors would wish to find in a hotel, and yet with the more relaxed and friendly service which so many of our business guests clearly appreciate, judging by the repeat bookings that we get, and the friendly way they'll seek us out to chat of an evening when they're with us.