News for the Hospitality Executive
Top 5 Reasons Why Knowland Customer Service Rocks!
McLean, VA 3/24/11 – Of all the ways The Knowland Group, a leading provider of business development solutions for the hospitality industry, fulfills its number one mission of adding client value, customer service is often what sets us apart the most. In stark contrast with others in the hotel meetings management and sales and catering software industry, who seem to treat customer service as a necessary evil, Knowland makes it a welcome priority.
Here are just the top 5 reasons why Knowland’s client care crushes the competition:
1. We are free!
There are few things more frustrating than paying for something that should be free – and then not getting your money’s worth. Hotels regularly shell out thousands of dollars for maintenance agreements just to guarantee that a customer service representative will eventually call them back when they have a question or need help. Then when they finally do get a call back, the service is completely lacking in, well, service. Hotels have had to hire their own internal expert on specific meetings management software so they don’t have to rely on the software company’s spotty-at-best support.
At Knowland, we’ve taken an entirely different approach. First we built a larger client care team than anyone else, providing them with extensive and continual training on what it means to give exceptional customer service. Then we made them available to every single client – for free.
2. We can be reached MANY different ways
Knowland is accessible no matter where you are or what means of communication you prefer. We’re available by phone, e-mail, the online chat within our applications, Facebook, Twitter, smoke signals, Morse code or telepathy! The idea is to give every client instantaneous access to everything our client care team has to offer. Unlike our competitors who want to keep their clients at arm’s length, we WANT to build a relationship with each and every one of them.
3. We are proactive about our client care
We don’t wait for our clients to come to us – we go to them. Knowland Client Care professionals are in constant contact with our clients.
“We build a professional relationship with them,” Knowland Client Care Manager Lauren Wilson explained. “Our clients love it because we aren’t just a person on the other end of the line like our competitors, they know us and we know them.”
The Client Care team also performs regular audits to ensure that customers are using Knowland’s products correctly and to their fullest potential. Our proactive approach is a pleasant surprise for clients who are used to being the ones having to chase down help when they have a problem.
Knowland Client Care Representative Debbie Hooks recently received a rave review from Richard Secord, an Area Director of Sales and Marketing at the Columbia Marriott in Columbia, SC. Debbie noticed a hotel in his comp set had not been active since November, so she contacted the hotel and found out the meeting space was undergoing renovations. To compensate, Debbie found several other hotels in Columbia and in neighboring Charleston, SC that Richard could add to his comp set to generate more sales leads.
“I’m so impressed that Debbie noticed the hotel wasn’t taking on group business before I even did,” Richard said. “The Knowland Group is already extremely helpful when I need them but the extra effort on Debbie’s part proves to me even more that Knowland is on my side and wants my team to succeed. I cannot thank Debbie enough for her hard work and dedication. I have worked with Dave McKean and the Knowland Group in North Carolina and Washington, DC and appreciate its value in each market I represent.”
4. Our clients are more than just a number
When a hotelier signs on with Knowland, they are assigned their own personal Client Care representative. The same team member is that client’s personal point of contact for questions, troubleshooting and everything in between. We do this as a way to build long-lasting partnerships between Knowland client care and our clients. If a client’s assigned representative is away from the office, any member of Knowland’s highly-trained team is available to offer assistance.
5. We are here to help – come rain, snow, sleet or hail
Knowland’s client care team operates from 8 a.m. to 8 p.m. EST. Due to our commitment to providing world class customer service, we will never close our Salisbury, MD Event Booking Center because of inclement weather. No matter what Mother Nature throws our way, our trained professionals will be present and ready to assist the needs of our clients. We may have to shovel our way inside the building, but when our clients need us the most we’ll be on the other end.
To read more success stories from Knowland Client Care, click here.
About The Knowland Group
The Knowland Group is a proven innovator, developing intuitive marketing products and services that streamline and support event and group sales in the hospitality industry. The company, headquartered in McLean, VA, serves over 3,000 hotel clients and nearly 20,000 users globally. Knowland was ranked as the fifth fastest growing software company (public or private) in North America by Deloitte and the second fastest growing private company in the travel industry for both 2009 and 2010 by Inc. Magazine. For more information, visit www.KnowlandGroup.com, call 410-860-2270, or follow us on Twitter @knowlandgroup.
McCarthy, Communications Manager
The Knowland Group
Won’t Be In This Year’s Model but Maybe in Four Years You’ll Get that
Cup Holder You Want"; Top 5 Customer Service Complaints about Hotel
Meetings Management and Sales & Catering Software / March 2011
Can Never Get Anyone on the Phone and They Charge Me for the Air I’m
Breathing”; Top 5 Customer Service Complaints about Hotel Meetings
Management and Sales & Catering Software / February 2011
Can Score a Touchdown with Super Bowl Business; Knowland survey finds
that 80% of hotels did not host Super Bowl parties this year /
Net Goes Mobile on the iPad; “You are changing the world” said one
Knowland Client / January 2011
Knowland Group Puts an End to the Dead End; This is the first in a
five-part series: The Knowland Employee Development Pipeline /
10 Group Events; College Football Bowl Series; 2010-2011 / January
Knowland Group Hiring Blitz Takes Off; Knowland staff increases by
nearly 40 percent to handle the high demand / January 2011
Gives Hoteliers New Insight into Business Development; The New and
Improved Leads Database Includes Detailed Contact Research, Exporting
Options, New Advanced Search Capabilities, Insight Alerts, and More
/ January 2011
Receives Customer Interaction Solutions Magazine’s 2010 Product of the
Year Award; Target Net Honored for Exceptional Innovation in
Hospitality Business Development Software / January 2011
Optimistic About Future But Still Not Hiring; Knowland Survey Finds
Majority of Hoteliers Experienced Growth in 2010, Expect More in 2011
/ December 2010
Hires Seasoned Director for Event Booking Center (EBC); Experienced
Call Center Manager to Lead EBC in Proactive Outbound Sales for Clients
/ December 2010
EBC (Event Booking Center) Expands 500% Due to Increased Demand; 30,000
SqFt Location Opened to Support Professional Business Development
Services / December 2010
a Culture of Success at Knowland; Knowland CEO Mike McKean Maps out how
Employees “Belong, Thrive and Arrive” / November 2010
Down in the Polls on Election Night; Only 23% of hotels surveyed by
Knowland have election watch parties booked on Tuesday / November
Chief Learning Officer Discusses Fast HR Strategies with Center for
Effective Organizations; 5th Fastest Growing Software Company in North
America Presents on Challenges Developing Training for High-Growth
Businesses / October 2010
|Hotels Slow to Act on Mobile Apps Despite Belief in Their Future; Knowland survey finds many are unaware of hospitality apps / October 2010|
|Knowland Moves Reports to the Cloud; Innovative Business Development Firm Enhances Client Experience / October 2010|
|Knowland Provides 25,000th Customized Event Report Event Booking Center Supplies Golden Leads to Hotel Sales Teams / October 2010|