Imagine a traveler sees your ad, reads your reviews, and calls ready to book. They ask about rates, hear a quick price quote, say “thanks, I’ll think about it,” and hang up, taking their name, email, and your marketing ROI with them.
We mystery-shopped 308 live reservation calls to uncover why this happens. The reality? 92% of unbooked calls end with zero contact data collected, and 55% feature zero discovery questions.
Join Brent Sanders (Revinate) and special guest Colton Bean (Suncadia Resort) as they unpack the research and share proven coaching frameworks to fix these conversational blind spots.
What you’ll learn:
- Fixing the data breakdown: Why 92% of unbooked calls end anonymously, and how to train agents to capture guest contact details seamlessly early in the conversation.
- From rate-quoting to value-selling: How to eliminate transactional “feature dumping” and coach front-line teams to ask thoughtful discovery questions that close bookings.
- Plug infrastructure leaks: How after-hours voicemail loops and front-desk routing bottlenecks quietly drain high-intent revenue, and what to do about it.
