"Same Girl As Last Time" — Answering In Three Seconds

"Same girl as last time, please." The desk says "one moment" and starts flipping through booking sheets.

Thirty seconds later he says "never mind" and hangs up.

⚠️ Regulars assume you remember who they saw last.

The short version

• Make the last entertainer one step away from the client record
• Look up three things: last entertainer, last date, most frequent request
• Check whether she's working today at the same time
• Use the name she goes by at that venue
• Agree in advance what to offer if she's off

Why searching loses him

"Same as last time" ⇒ 30 seconds of searching
⇒ he hears "they don't remember me"

⇒ The wait matters less than the impression that you don't know him.

The three things

Last entertainer / last date / most frequent request

⇒ "Last time" and "usually" can differ. With both: "Mia like last time, or your usual, Leah?"

Is she in today?

Last entertainer found
⇒ on today's rota? free from when?

⇒ Answering all of it in one go is what makes you the venue that remembers.

Her name at this venue

⚠️ Entertainers working several venues may use a different stage name at each. Use the name for the venue he called.

When she's off

"Mia's off tonight. Leah's a similar style and free from nine."

⇒ Agree the wording in advance so every desk answers the same way.

The numbers to keep

One   "same as last time" requests
Two   answered on the spot
Three bookings made with an alternative when she was off

A sheet for the office

────────────────────────────────────
  "Same as last time"

  Look up: last entertainer / last date / usual request
  Also: is she on today, free from when
  Name: the one she uses at this venue
  If off: one similar entertainer, with a time
────────────────────────────────────

Common objections

"We remember our regulars"

⇒ On the nights the person who remembers is working.

"Last time and usual are the same"

⚠️ Not for everyone. Seeing both lets you ask.

"Suggesting someone else annoys them"

⇒ Offer one, with a time. A list confuses.

This week

One   start counting "same as last time" requests
Two   check how many steps it takes to find the last entertainer
Three put today's rota next to it
Four  share each entertainer's stage name per venue with the desk
Five  agree how to offer an alternative

Doing it by hand, or on a screen

By hand …search booking sheets backwards by date
On screen …the client's booking list shows who he saw last

⇒ In tasteck, each client's booking list shows their past bookings — date, entertainer, course and more. Entertainers can carry a separate stage name per venue, so the desk answers with the right one. Today's rota is on the entertainer schedule screen.

⚠️ The CTI incoming-call window doesn't show the last entertainer. Once the client pops up, open their booking list once.

Wrapping up

• Last entertainer one step from the client record
• Last entertainer, last date, usual request
• Answer with today's rota in mind
• Use the venue's stage name
• If she's off, offer one alternative

The desk that answers "same as last time" in three seconds keeps its regulars.