March 8, 2018
Service Equals Sales but Sales Does Not Equal Service
A short time ago, I spent a couple of nights at a timeshare resort while on a business trip to Florida. A major snowstorm was forecast for my home state of Connecticut, and it looked like I might be stranded. Would I be able to spend an extra night if I couldn't get out?
During the first day I was there, I had two messages from Owner Services wanting to know if everything was OK, if I needed anything, and to inform me of upcoming activities. What I wanted, to the exclusion of everything else, was to know whether there was availability for one more night. I called the extension labeled "Owner Services" and asked them. They transferred me to another location where an automated system told me to enter my owner number. When I couldn't, I was disconnected.

I decided to go to the Owner Services desk in the lobby, but the line was long and I had a meeting. A few hours later, I happened to be in my unit when I received Call #3 from Owner Services, asking if there was anything I needed. When I asked them my one burning question, they said they couldn't help with that, and didn't have any suggestions as to who might. But had I heard about the welcome party in the clubhouse? 

Across the Transom...
Here's a look at some of the news we've seen this week.
Robert Kobek, President of Mobius VP, LLC, the developer of Customer Count online customer feedback management system, and  PACE (Professional Association of Consumer Engagement) Board Member, will moderate a panel of experts at the TCPA (Telephone Consumer Compliance Act) Summit to be held March 12-13, 2018 in Scottsdale, AZ.

Equiant, a Scottsdale, Ariz.-based accounts receivable servicing provider, has promoted two senior executives to new roles. Peter Moody has been named senior vice president of sales and service, and Don Kim has been named chief product visionary.

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