Reservations—by phone only, 9:00 a.m.–6:00 p.m. Everything else — gets lost.
Parents — the water park’s main audience — plan their outings in the evenings and on weekends. That’s exactly when the office is closed. When a call came in, the operator would manually check for available slots, quote prices, and take down contact information. Half of the customers couldn’t get through, and some went to competitors.