This was almost laughable when we finally discovered it several years ago. We had answered the phone throughout the week, addressing questions about service times and location frequently. Then, on the weekends - the time when many calls come in asking about service times and location - we had all our calls going to voicemail. Sure the caller could listen to a 47-option menu and find the recorded address and service time, but, really... a recording when we had 150 guest services volunteers in the building?
Our phones are answered during all services on the weekend by a competent, gregarious, helpful volunteer. Simple. Make a great first impression - on the phone.
What other "duh" steps have you taken to improve your serve to your guests?
