Customer: Hello, Sarah?
Agent (Sarah Schwab): Hello. How are you today? Good afternoon.
Customer: I'm doing good. Do you, how do you telecommute or you whatever they call it are, are you home office in Maryland or are you in New Mexico?
Agent (Sarah Schwab): Yeah, nope, I'm in Maryland, yeah, I'm remote remotely working. So I'm in Maryland, I'm about an hour north of downtown DC area. So like where all the monuments are in the White House and everything about an hour north of there.
Customer: Where do you live? Where were you where?
Customer: Oh, good. No, no, no, no, we're like long Montgomery County rather to New York six years ago. So you're, you.
Agent (Sarah Schwab): Yeah, that's right. I remember we talked about that. Yeah, so I'm actually in Frederick county. So I am north of Montgomery. Yeah, yup, yup. Yeah.
Customer: Oh, you're in Frederick southern Freck county. Yeah. Okay. That's where all the growth is cause my daughter, my wife is down, it just drove down this morning from long island to visit her girlfriends and her brother, and her brother has a Conduent downtown but that's the where she's, and I'm thinking, what is silly thing to schedule on a Friday afternoon or the summer because he's imagine the beach traffic, right? Took forever. Yeah.
Agent (Sarah Schwab): Oh, nice.
Agent (Sarah Schwab): Okay, yup.
Agent (Sarah Schwab): Oh, goodness. Yes, and I'm too bad we're not offering her less humid weekend for her arrival here. So.
Customer: Yeah, oh, yeah. Well, it's bad. It's, that's one of the good things about moving to long island to be dear my, my one of my daughters and grandchildren is that the summers here? Delightful.
Agent (Sarah Schwab): Oh, yeah, definitely.
Customer: Compared to compared to the muggy DC I lived in. I can't yeah, yeah. Anyhow, so, so are you gonna get me a uniformity here I'm sorry to hear about Lauren, I know it's been it's.
Agent (Sarah Schwab): I know it cannot compare. So.
Agent (Sarah Schwab): I am, no, no, no. Yeah. You're all good. No, I, Rachel mentioned that we needed to adjust sherry and Andrea is it Andrea or Andrea. How does she pronounce it? Andrea? Okay.
Customer: Andrea, yeah, Andrea area. Yeah, because I've got two cruises with Andrea and her husband in next calendar year and then I've got a big trip actually during your retreat at the end of this month we're taking everybody to Arcel and you want to talk, you want to talk about, I don't wanna think about it.
Agent (Sarah Schwab): Okay.
Agent (Sarah Schwab): Oh, nice. Yes, that's.
Agent (Sarah Schwab): I hope that it sounds like their heat wave has broken over there like, it was the worst of it is over now so by the time and I will be, you know, watching our emergency line and all that stuff while you're traveling during the retreat. So no worries there.
Customer: Are you volunteer to take the heat uh-huh.
Agent (Sarah Schwab): Yeah, I do. I don't mind I think that's part of the sun with travel right. You always want to be ready, just kind of watching, make sure everybody gets there. Yes, yes, sir. Yeah.
Customer: Okay, so you're the, you're going to be one of the monitors of monitors of the help line. Okay, alright. That's actually good to know because it exactly on our, on our venture to take my daughter and her husband and a couple of boys around the just expect for me. So we're gonna see how they like the celebrity ship. I don't know. It's probably not as bad it's going on the icon or something but we'll see.
Agent (Sarah Schwab): Okay, yeah.
Agent (Sarah Schwab): They'll have to see what they, what they like, okay. Perfect. Yeah. Well, so we can get you all with the same planner. I did have you with Rachel and that was purposeful, but you tell me if you prefer to work with somebody else based on who you've spoken with Garrett public. Okay.
Customer: Yeah.
Customer: I don't know anybody else I, what I want you to do is be purposeful because we've had these long talks about, you know, Lauren did everything. So excellently but I was sometimes in-patient with the responsiveness. And I understand sometimes that's the nature of the beast with, pal and, you know, Aaron offered, you offered to get me somebody else. And in the end, I always kind of stuck with look but this is the time to.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): Right, and now, here we are we're forcing we're forcing you to switch now. So no, so I did. I chose Rachel purposefully, she is really amazing. She's been in the industry a very long time believe it or not we actually started at public at the same time. Her and I, so you know, I've known her as long as I've been at tablet, and I've seen her grow and become a really amazing travel planner you know and, and she does assist of a very large amount of our VIP gas. So, I did choose her specifically for you for that reason and she also understands the responsiveness the importance of that.
Customer: No, okay.
Customer: Okay, well, I just.
Customer: Yeah, I good. That's great. I just dis her on the phone because I said I wanted it before before we talked. I was very courier so I just, I was hoping to hear back from you or, or Aaron to be sure that there was some method to your madness and it sounds like there is so, you are going to, okay, so you're gonna make sure.
Agent (Sarah Schwab): That's okay.
Agent (Sarah Schwab): Yeah.
Agent (Sarah Schwab): There was, yeah. Yeah, absolutely yeah. So I'll adjust sherry and Andrea to, to her also as long as you're okay with that then I can make those adjustments and either I can notify them or you can let them know I assume it'd probably be easier if you gave him a heads-up okay.
Customer: Yeah, I've been I've been kind of a, I've been an overly controlling that I don't even think you have their emails to my but, cause I got the email that Victoria had sent for my daughter share it and that's what prompted the whole thing. Cause I got the email an hour and a half ago, and then, and then Rachel just called me and then I just said, I wanted to clarify before I talked to her.
Agent (Sarah Schwab): Got it.
Agent (Sarah Schwab): Sure, sure, sure, sure. Yeah and then on cause I do see that we have the profile for sherry so that it looks like you know, we created that so you could get the referral for her so she had her own place and then is Andrea on your care.
Customer: Deb. Yeah.
Customer: I don't know her husband is key and I don't know whether they made last name is Weber and.
Agent (Sarah Schwab): Yeah, okay.
Agent (Sarah Schwab): Okay, I had two B's I think that's what I was looking at wrong. Okay, got it. Yup.
Customer: Oh, no. We got it straighten that out. We don't, you don't wanna mess that up anywhere but the bookings all they have a booking with regent. We're going with them on region in January and then we're going with them on Ohana a month from this, a year from this month. Yeah, yeah, so make sure there's.
Agent (Sarah Schwab): Got them. Yup, I found them. Okay, okay, it looks like so they probably, they were assigned actually to Nick. So it looks like they did get an email, their Yahoo email so you can let them know, you know just disregard it. Just ignore it and I'll fix it internally so that they're all you guys are all with Rachel going forward.
Customer: Okay, so you sent it to what email? Keith Weber.
Agent (Sarah Schwab): It's there K-A. 98 @yahoo.com, yeah. Okay.
Customer: Yeah, yeah, that's key, that's key. Yeah, that's my son. Okay, so he can ignore that, okay. I will have ignore that and there's a different.
Agent (Sarah Schwab): Yes, yup, tell him just put it right in the in his digital trash box, trash can there. Okay, of course.
Customer: Alright, we'll do that, thank you. And then I don't have Victoria's number, I, cause I didn't, if you want to just have her call me back cause I'm just speaking to her a minute or two ago and I kinda cut her off and then you, your call came in.
Agent (Sarah Schwab): Well, did you, so did, did you want to talk or you wanted to talk to Rachel? You mean, sorry, you said, Victoria but you want Rachel to call you back. That's okay, yeah, I understood you. No worries. Okay, perfect. I'll have her give you a callback so now you guys can connect on, on the trips and any other questions you have and, and she will also be one of the other ones that's manning the emergency line, during the retreat, she's coming in a day early. So, she and I will be working in tandem. So, you got both of us right there at your disposal, so.
Customer: So I'm, I Ma, I, Ma, Rachel, I'm sorry. I'm.
Customer: Oh, wow. That's great. That's great.
Customer: That's great. Okay, and, and then, I have to ask, it's a hard business and you, and your answer may be no comment. I hope, Lauren's, okay.
Agent (Sarah Schwab): She is okay yeah she's you know I think she's just onto bigger and better things for her you know a better fit for her going forward so but yes she's okay. Thank you for asking. Yes, yes yeah so, yeah.
Customer: Okay, so she's still, she's still in the business. Good for her.
Customer: Les. Yup, yeah, cause the only people I've worked with or her and then Denise scripts before she had her medical issues and then went into air.
Agent (Sarah Schwab): Yes! Yeah. Well, give Rachel you know, a fighting chance. I think you'll be really impressed with her but, but you know, that you, you've always got my ear. If you have feedback. I'm always happy to talk with you. So you let me know. But I'll reach out to Rachel. I'll let her know to get to go, it's, you know, she's free to go and give you a callback now, after we discuss. Alright.
Customer: And I'm not sorry about, I'm not bad. Horrible.
Customer: That's fantastic, that's fantastic. Thank you so much.
Agent (Sarah Schwab): Oh, thank you have a wonderful rest of your day and a good weekend ahead.
Customer: Thanks, bye-bye.
Agent (Sarah Schwab): Alright, bye-bye.