Red Carpet Service - A Reservation Nexus Innovation

As Reservation Nexus entered the bed and breakfast reservation software industry the first thing that troubled us was the low level of customer service. Most of the vendors were asking for an inn's credit card when they called for support. These companies were not helping or assisting in any way with regards to setup or training but providing what we call "best of luck to you" customer service. They would point customers to an online manual and have them do all the work. For that reason almost every website we came across with online bookings had no pictures on it, which is the biggest motivator in getting guests to stay with an inn. 9 out of 10 inns just had names and pricing the innkeepers had struggled to enter themselves.

It was easy for Reservation Nexus to elevate the bed and breakfast industry with regards to customer service. Red carpet service means all setup is done for innkeepers by a Red Carpet Professional. Then the innkeeper receives one-on-one over-the-phone training on how to use Reservation Nexus' guest management system. You will notice that every Reservation Nexus client has pictures in their online booking engine available on their website due to red carpet service.

Meet with a Red Carpet Professional today!

• Be greeted by the same person each time you call
• Speak with a trained customer service professional
• Have your initial set up done for you
• Receive a one on one training before you go live
• Get answers to your questions or receive a refresher on any area within Reservation Nexus
• Receive assistance on preparing newsletters and/or holiday promotions
• No hidden set up fees or extra charges for support

Another poor customer service area in 2005 was that almost every system on the market had their innkeeper clients call into their tech support center. There are several major service issues with that type of support. First, techies rarely make great customer service professionals and while they are good at intimidate clients with their vast computer knowledge, they rarely understand business and service concepts. Second, you never knew who would pick up. One time you would get one tech then the next time another.

Red carpet service is exactly the opposite of a tech support center. Innkeepers are assigned to a trained customer service professional who doesn't have a technical background but a business and customer service background. Most are business majors and as such these professionals better understand the nature of your business and services. Red Carpet Professionals go through months of specialized internal training and it shows. In 2009 Reservation Nexus received the highest customer service levels from innkeeping.com while its largest competition received lowest marks.

In conclusion, Reservation Nexus, as the service innovator, has influenced the other major reservation software systems to improve their service approaches. Extra support fees are disappearing, customer service professionals are replacing techs, setup, training and customer service have greatly improved.

Most innkeepers at the start of using Reservation Nexus feel that their previous provider did an OK job. After they have experienced red carpet service they exclaim that they will never go back to anything but red carpet service. Our clients even incorporate some of our service ideas into their own innkeeping strategies.