Customer Notes & Tags - Document Preferences

Great service comes from knowing your customers. Use notes to remember preferences, track important information, and ensure every interaction is personalized.

Adding Notes

On Bookings

Notes are added to individual bookings:

1. Open the booking
2. Find the Notes section
3. Add your note
4. Save

What to Note

Preferences: - Favorite equipment type - Preferred timeslots - Common add-ons - Pickup location preference

Observations: - Experience level (beginner, expert) - Group composition (family, corporate) - Communication style - Any concerns to watch

Important Info: - Allergies or health conditions - Accessibility needs - Special dates (anniversary, birthday) - Referred by whom

Using Notes Effectively

When Customer Calls

Before creating a booking: 1. Search for customer 2. View previous bookings 3. Read notes 4. Reference appropriately

Example: > "Hi Sarah! I see you rented the 24ft pontoon last time. Would you like the same boat?"

At Check-In

When customer arrives: 1. Review their booking notes 2. Note any special requests 3. Provide personalized service 4. Add observations for next time

For Future Reference

After the rental: 1. Note anything significant 2. Document preferences discovered 3. Track any issues 4. Update for next visit

Types of Notes

Customer-Entered Notes

From checkout special requests: - Customer writes their own requests - Visible to customer and staff - Part of confirmation email

Staff Notes

Your internal notes: - Not visible to customer - Added during service - For internal use only

Note Examples

Positive Notes

"VIP customer, third visit this summer. Always very friendly. Prefers the 24ft Bennington and usually adds cooler."

"First-time renter but experienced boater. Picked everything up quickly. Will be back."

Operational Notes

"Customer runs about 15 min late typically. Factor into schedule."

"Group of 8 usually. Make sure to prep extra life jackets."

Follow-Up Notes

"Mentioned interest in season pass. Follow up in spring."

"Had minor issue with radio last time. Check before rental."

Note Best Practices

Be Professional

- Stick to relevant facts

- Keep notes appropriate

- Write as if customer might see

Be Specific

- Include details that help

- Note dates and specifics

- Reference booking numbers

Be Consistent

- Train staff to add notes

- Review before interactions

- Update as things change

Be Timely

- Add notes while fresh

- Update after each visit

- Remove outdated info

Privacy

Customer Expectation

- Notes are internal

- Professional use only

- Not shared externally

Staff Responsibility

- Handle data carefully

- Don't share inappropriately

- Follow company policy

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Related Articles: - Managing Customers - Customer Profiles - Adding Notes to Bookings