Yes, it is your department.

Companies are not doing all they can. They spend enormous time and resources to bring in customers and practically no money to keep them. It's like romancing a beautiful woman, sending her chocolates and flowers, serenading her, to get her to go on a date with you. Then, when you finally get her to go on that date with you, you ignore her. You talk to your buddies on your cell phone, flirt with the waitress... you get the picture.

In order for your company to grow, you need to stretch the boundaries and the definition of customer service. Customer service is everyone's department.

Imagine calling a hotel to make a reservation. Instead of being transferred to the reservations department, you get transferred to housekeeping. The person who answers the phone tells you that you've dialed the wrong number and hangs up. Do you call back? Or do you call the next hotel on your list? That's what I thought.

Now, imagine that the person in housekeeping tells you that you've been transferred to the wrong department but she would be happy to transfer you to the correct department. Better, right? Except that no one answers and she tells you to call back later. Same outcome, it just took longer to get there. You are now dialing the next number on your list.

If, when the phone rang back to housekeeping, she said, "They don't seem to be answering in reservations, would you like the front desk?" or, "They aren't answering at the moment, would you like to leave your name and number and I'll have someone call you back?

Wow! What a difference. This changes everything, doesn't it? Sure, you may still dial the next number on your list, but at least your impression of this hotel is not going to be so overwhelmingly negative. You will be happy to take their call when they contact you.

What if they don't?

Then it's all for nothing, isn't it? That hotel had a chance to wow the prospective guest. They could have beaten the pants off the competition if the finale had been handled properly. As a guest, you might even be willing to pay a higher rate because you know if their service on the phone is this outstanding then the experience once you check in will surely be exceptional.

Lessons:

Customer Service is everyone's job.
Sales is everyone's job.
There are no sales without customer service.
Follow up is essential to exceptional service.
Exceptional service is essential to sales.