Choosing the Right Meetings Management Software for Your Hotel

by Alex A. Kecskes

If you're the manager of a mid- to large-size hotel, you know about meetings management software and the companies that run them. Some are good and some are not so good. Here are some common complaints about the not-so-good and what to look for before you sign up.

The Unreachable Human. It takes an avalanche of phone calls and emails to finally get a callback from a live human. And when they do call back, they don't know why you called. The solution, of course, is to ensure that the company you're dealing with has sufficient service/support staff to handle problems 24/7.

They "fee" you to death. Some meetings management software companies charge you for virtually every aspect of customer service—from upgrades to customized training. And, of course, there's always the rush charge if you want anything done fast. These fees add up quickly and can eat into your budget. The solution? Make sure when you sign up that your monthly subscription covers everything from troubleshooting to custom support.

ABC (Always Be Closing). Many meetings management software companies put closure rates above customer service. They use closure rates to show potential clients how they excel at customer service. Unresolved issues are closed and solutions postponed to close the ticket, making them look statistically superior. Before you sign up, ask for references and make sure their problems were really solved—not just closed.

"One More Time." There's nothing more maddening than having to explain a problem or request over and over to an endless string of customer service reps. It's like they never heard of knowledge sharing among support teams. Some service companies have solved this problem by assigning a personal client care rep to each customer. The key here is that you can build a personal relationship with someone who is familiar with your unique needs.

For an additional perspective, check out this video: