Joan Shanahan
Average sentiment
0.47
positive
Trajectory
▲ improving over time
across 6 analyzed calls
Current stage
Ready to Book
Primary planner
Nick Bazzoni
plus 1 other
Phone
+19205390883
id 6652443634376704
“we've decided on this and I want you to reserve it and lock it in”most recent call
Next best action:
Send itemized quotes (Viking and Pavlus) to Joan at shanahj@charter.net and Jim at the Gmail address by end of business today. Follow up Friday or Saturday with Joan and Linda to confirm stateroom selection, airfare add-ons, and collect $50 deposit per stateroom plus travel insurance premium to lock the April 25th booking.
Send itemized quotes (Viking and Pavlus) to Joan at shanahj@charter.net and Jim at the Gmail address by end of business today. Follow up Friday or Saturday with Joan and Linda to confirm stateroom selection, airfare add-ons, and collect $50 deposit per stateroom plus travel insurance premium to lock the April 25th booking.
Narrative
Joan called to inquire about the Greek Odyssey river cruise for April, mentioning she and her husband are repeat Pavlus customers. She saw a promotional flash sale ending August 9th on Facebook but wasn't sure of the promo code. The agent (Nick) explained the flash sale applied only to Viking river cruises and offered alternative promos through end of month. Joan confirmed April 27th was her preferred date, but the agent found only April 25th available; he also mentioned March 4th and May 14th alternatives. Joan raised concerns about weather and crowds, and the agent assured her April was ideal timing pre-summer rush. The conversation then shifted to detailed stateroom selection—Joan was confused about which categories matched her preferences, and discovered the Nordic penthouse she wanted was sold out, so they explored deluxe veranda and penthouse veranda options with specific pricing ($8,899–$10,899 per guest in April, $6,699 in March). Joan expressed surprise at the price difference between the printed brochure and live quotes, and the agent explained Viking's dynamic pricing. Joan said she needed to consult her sister Linda (a co-traveler and existing Pavlus customer) before finalizing. The agent offered to place price holds for both March and April dates to show her the costs, and they agreed he would call her Friday morning at 9:30 AM Eastern (6:30 AM her Arizona time) after she'd had a chance to speak with her sister.
How they see Pavlus
+ mentioned that 'Linda and Kate both have traveled with Pavlus' and felt confident referring family members to the agency
+ appreciated agent offering the option to build a custom pre/post-trip through Pavlus's guest relations team if Viking extensions sold out
· noted that she saw $25 deposit advertised elsewhere but accepted agent's clarification that $25 is per person, so $50 for a two-person stateroom
+ Linda and Kate have traveled with Pavlus before; customer offered to refer siblings to call Pavlus directly
+ Nick offered to include referral bonuses for new guests and promised to link family members to the reservation
+ Customer appreciated the flexibility: 'I work Saturdays' and backup office support available 7 days a week
+ mentioned she and husband have 'traveled with you several times' and are repeat customers
+ acknowledged receiving Pavlus magazines regularly and seeing their Facebook promotions
+ 4 more observations
Process friction they hit
- customer missed agent's earlier voicemail call at 11:30 AM Eastern; unclear if technical failure or customer oversight
- agent attempted outbound call at 11:30 AM that customer did not receive; voicemail left but customer never heard it
- pricing discrepancy between printed brochure (dated yesterday) and live booking system created customer confusion and trust friction
Customer behaviors observed
coordinating group travel across multiple family membersmaking decisions collaboratively with spouse and sistergathering contact details from potential co-travelersdeferring certain decisions (AirPlus, insurance) pending consultation with Lindaready to commit verbally and provide payment detailsseeking clarity on stateroom options and pricing differencescomparison-shopping cabin categories and pricing informationcoordinating multi-party group travel (up to 7 people potentially)deferring some decisions pending discussion with travel companionsready to commit deposit today but respecting process of reviewing quotes firstactively recruiting family referrals to Pavlusresearching promotional offers across multiple channels (Facebook, printed magazine, website)comparison shopping between March and April dates based on price and weatherdeferring final booking decision pending spouse and sister consultationasking detailed stateroom questions and comparing price pointscoordinating group travel with sister and potentially other family membersresearching multiple sailing dates to optimize cost and weathercomparing stateroom categories and asking detailed questions about optionsdeferring decision pending spouse/sister approvalseeking clarification on promotional terms and pricing accuracyorganizing group travel with multiple family memberscoordinating logistics across time zones for follow-up calldid not answer the phone
| Value perception | Joan expressed skepticism about the pricing, noting 'there's quite a price difference if we go in March' and confusion about 'such a difference in what the book is advertising and what I'm hearing.' She appeared to value the agent's real-time access to the booking system but remained uncertain whether Pavlus pricing was competitive versus other options. |
|---|---|
| Emotional arc | Joan started somewhat guarded and confused (pricing discrepancy, stateroom confusion) but warmed considerably as the agent explained options clearly and confirmed April as the optimal travel time; she ended the call engaged and committed to a next-step conversation, showing genuine enthusiasm about the trip. |
What this customer cares about
| Destinations | GreecePhoenixChicagoFloridaArizonaWisconsinMediterranean |
|---|---|
| Cruise lines / operators | VikingViking River CruisesBiking |
| Topics | river cruise bookingstateroom selectiongroup travel coordinationairfare optionstravel insurancepre/post-trip extensionsdeposit termsViking River Cruises bookingcabin selection and locationairfare options and AirPlus programdeposit and payment termsGreek Odyssey river cruisepromotional pricing and flash salesstateroom categories and pricingtravel dates (March vs April)weather and seasonality considerationsgroup travel with sisterGreek Odyssey river cruise pricingseasonal travel timing (March vs April vs May)stateroom categories and availabilitypromotional pricing and discountsgroup travel with sister and familyairfare inclusions |
Signals across all calls
| Buying signals | confirmed travel date of April 25th and stateroom typenamed all three travelers: Joan, James, and Lindareferencing potential group members and providing contact detailsexplicitly stated 'we've decided on this' and want to 'lock it in'offered to provide credit card deposit immediately during callcommitted to communicating with Linda today and following up by Fridaymade firm decision on April 25th departure dateselected deluxe veranda cabin typeconfirmed three travelers: Joan, James, and Lindaoffered to provide credit card deposit immediatelycommitted to communicating with Linda today about bookingsaid 'we've decided on this' and 'lock it in'set specific follow-up timeline: within 72 hours, by Fridaystated 'I definitely want to do it' with clear intent to bookdiscussed specific stateroom preferences with husbandcoordinating travel with sister Linda Gartner who has existing Pavlus profileagreed to price holds for both March and April datesplanned to make final decision after consulting sisterasked for morning callback to confirm booking decisionstated 'I definitely want to do it' regarding the cruiseagreed to hold April 25th date as primary optionasked for price holds on both March and April datesconfirmed sister Linda Bomgartner would travel as companionrequested agent call tomorrow morning to confirm booking decision |
|---|---|
| Objections | uncertain which deluxe veranda category to select without seeing stateroom optionshesitant about AirPlus program without consulting travel companion firstunclear on deposit amount difference between $25 and $50 quoted elsewhereconcerned about upfront payment requirement for travel insuranceGreek traditions extension sold out, limiting pre-trip optionsunsure about stateroom category differences and pricingwants to confirm decisions with travel companions before committingconcerned about upfront travel insurance payment requirementquestioned why higher deck locations are premium when she won't spend time in cabinconcerned about heat and crowds in peak season timingconfused about pricing discrepancy between printed brochure and agent quotesneeds to discuss booking with sister before committingunsure which stateroom category matches her preferencesconcerned about availability of Nordic penthouse categoryconcerned about traveling during peak heat and crowded seasons in Greececonflicting pricing between printed brochure and agent's current quotesconfusion about stateroom category options and availabilityneeds sister's approval before committing to bookingsignificant price difference between March and April sailings causing hesitation |
| Latest emotional read | Joan is confident and decisive, having already made the core decision with her travel companions. She speaks warmly about the trip logistics and is collaborative in discussing details. She is pragmatic and action-oriented, willing to move forward quickly but also needs to coordinate with her sister Linda before finalizing certain details. No frustration or anxiety detected; tone remained upbeat and engaged throughout. |
AI workup
Generated on demand by Claude Sonnet from the 6 analyzed calls.
Traceback (most recent call last):
File "/var/www/admin.pavlus.com/sentiment/sentiment.py", line 35, in <module>
import requests
ModuleNotFoundError: No module named 'requests'
Individual calls (6 analyzed, 1 unanalyzed)
| Date | Planner | Sentiment | Intent | Suggested follow-up | |
|---|---|---|---|---|---|
| 2026-08-07 13:34 | Nick Bazzoni | positive (0.75) | Ready to Book | Send itemized quotes (Viking and Pavlus) to Joan at shanahj@charter.net and Jim at the Gmail address by end of business today. Follow up Fr… | call data | Dialpad ↗ |
| 2026-08-07 13:34 | Nick Bazzoni | positive (0.75) | Ready to Book | Send itemized quotes (with Pavlus perks breakdown) to Joan and Jim by end of business today. Call Joan back by Friday or offer her a Saturd… | call data | Dialpad ↗ |
| 2026-08-06 22:17 | Nick Bazzoni | positive (0.70) | Ready to Book | Call Joan Friday morning at 9:30 AM Eastern (6:30 AM Arizona time) to confirm her and Linda's booking decision, and process payment/deposit… | call data | Dialpad ↗ |
| 2026-08-06 22:17 | Nick Bazzoni | positive (0.70) | Ready to Book | Call Joan Friday morning around 9:30 AM Arizona time (11:30 AM Eastern) with confirmed price quotes for both March 4 and April 25 sailings … | call data | Dialpad ↗ |
| 2026-08-06 22:09 | All Pavlus Recording | not analyzed | — | call data | Dialpad ↗ | |
| 2026-08-06 15:34 | Nick Bazzoni | neutral (-0.10) | Other | Follow up with a text message or email summarizing the voicemail offer and include the referral bonus program details in writing so Joan ca… | call data | Dialpad ↗ |
| 2026-08-06 15:34 | Nick Bazzoni | neutral (0.00) | Other | Send a text or email with the callback number and a brief summary of cruise options available, along with the referral bonus details mentio… | call data | Dialpad ↗ |