We are firm believers in the importance of client and pet notes. At My Reservation People, we pull up a client file and skim the notes and icons the second we have a client on the phone, and we coach in-house Reservation Specialists to do the same. Ideally, we’ve read the notes before the call, but that’s not always possible with an inbound caller. Sometimes, we come across labels or icons that paint the client in a negative light, which can carry much more weight than you might imagine.