Best practice for converting leads into bookings

NOTES

1) Ensure the information you are displaying on Responsible Travel is correct and up to date. Having the correct prices and as many future dates on Responsible Travel as you have on your site is essential. It's easy to check your pages via the console.
 
2) Ideally send replies within 24hrs and 48hrs at the latest. The longer you leave the reply the less likely you are to get a booking, and some of our operators have a 3 hour response target! You may wish to consider an automatic acknowledgement once you receive an enquiry.

3) Ensure you have a system for follow up of your enquiries within a week, or later as appropriate to your company or accommodation.

4) In your email replies:
  • Take care not to simply repeat the information shown on responsibletravel.com.
  • One of our operators uses quotes from travellers, so you may wish to consider this.
  • Emails with simple fonts and font size 10-12 are easier to read so do avoid flamboyant fonts, large font sizes and excessive use of colour.
  • Do take care when sending attachments as these greatly increase the chance your email will be ‘spam filtered’. Similarly graphics in the text & signature increase your spam score.
  • Other sign offs we’ve seen include: ‘See you on the water’, ‘In adventurous spirit’, ‘Happy travelling’ etc.
  • Don’t forget to spell check!
  • Cross sell to another trip if the one they enquired about is full or does not quite match their requirements.
  • Be sure to address any questions addressed on the enquiry.


We have put together the following examples of email responses and follow up emails together with some notes to guide you with your email templates. Please contact your Account Handler if you have any queries:


OPERATOR RESPONSE


Hi Sue, (personalised & friendly)

Thank you for your recent enquiry about our Namibia camping safari holiday through Responsible Travel. (Specific mention of the trip they have enquired about and that the enquiry came through responsibletravel.com)

Our Namibia camping safari is a 2 week group camping tour which offers an overview of northern Namibia ’s highlights. This is a fantastic trip and an ideal introduction to Namibia for those who don’t mind forgoing a few luxuries in exchange for an exciting and authentic adventure. For more specific information about this trip, please see our website at: www.smithsafaris.com/namibia_camping (Introduction to trip including a link to your website for more information. Take care not to simply repeat what is on the Responsible Travel. website. Don’t forget to say what a fantastic trip it is, and give any personal relevant knowledge.)

This is one of our most popular trips and unfortunately we do not have availability on the 28 August departure you requested, however we do have availability on the 22 August departure and the cost would be £1,100 per person excluding flights. We welcome children over the age of 14 who are comfortable with rustic camping conditions (we do have camp beds and hot water!).

Alternatively, we have availability on the 28 August lodge departure (a similar itinerary and more comfort!) and the cost would be £1,500 per person excluding flights. Children over the age of 10 years are welcome on this tour and you can see full information at www.smithsafaris.com/namibia_lodge. (Reply to any specific questions. If you can’t offer what they want, offer an alternative.)

We’ve only got 2 spaces for 22 August and 2 spaces for the 28 August lodge departure! To book a fantastic safari, please contact me by email on helena@smithsafaris.com or on my direct telephone number + 44 (0) 1762 43927. (End with a direct call to action. Give your contact details and direct telephone number as availability may be limited.)

See you on safari! (A sign off appropriate to the company.)

Helena

Helena Posnett
Namibia specialist
helena@smithsafaris.com
+ 44 (0) 1762 43927

Smith Safaris
www.smithsafaris.com

Smith Safari Company is an established safari operator to Namibia with 10 years experience in organising safaris and cultural tours. We have a strong commitment to responsible tourism, and won the Wildlife Award in the 1999 Responsible Tourism Awards. (Your signature, to include full contact information (telephone, email, web address) and a description of your company and ethos, including any relevant awards.)


ACCOMMODATION RESPONSE

Hi Sue, (personalised & friendly)

Thank you for your recent enquiry about our Tobago lodge through Responsible Travel. (Specific mention of the accommodation they have enquired about and that the enquiry came through Responsible Travel. If it’s a honeymoon, don’t forget to congratulate them!!)

Our sea view villas are our most popular and unfortunately we do not have availability for the week beginning 28 August, however we do have availability for the week beginning 22 August and the cost would be £1,100 per person full board.

Alternatively, we have availability in our garden villas for the week beginning 28 August and the cost would be £800 per person full board. (Reply to any specific questions. If you can’t offer what they want, offer an alternative.)

Our Award winning Lodge is situated on the cliff top overlooking Point Bay , with a path to our private beach and jetty below. The Pavilion houses the open-air dining area, lounge, library with broadband internet access, fresh water swimming pool and Gecko bar. Here the chef enchants you with exotic aromas of island spice combined with the freshest ingredients. Meals can be enjoyed in the dining area, around the swimming pool or in the privacy of your villa. For further information please see our website: www.tobagolodge.com (Introduction to accommodation including a link to your website for more information. Take care not to simply repeat what is on the Responsible Travel. website. Don’t forget to say what a fantastic accommodation it is, and give any personal relevant knowledge.)

To book, please contact me by email on helena@tobagolodge.com or on my direct telephone number + 29 (0) 1762 43927 (End with a direct call to action. Give your contact details and direct telephone number.)

Lots of sunny greetings! (A sign off appropriate to the company.)

Helena

Helena Posnett
Reservations
helena@tobagolodge.com
+ 29 (0) 1762 43927

Tobago Lodge
www.tobagolodge.com

Tobago Lodge is an Award winning, luxury eco-lodge with a strong commitment to responsible tourism. We were awarded the 2005 Conde Naste luxury lodge award, and won the Wildlife Award in the 1999 Responsible Tourism Awards. (Your signature, to include full contact information (telephone, email, web address) and a description of your company and ethos, including any relevant awards.)


OPERATOR OR ACCOMMODATION FOLLOW UP

Hi Sue, (personalised & friendly)

Further to your recent enquiry about our Namibia camping safari holiday through Responsible Travel, I wondered whether you were still interested in booking this holiday. (Specific mention of the trip they have enquired about and that the enquiry came through responsibletravel.com)

We’ve only got 2 spaces left on the 22 August departure, so to book this fantastic safari, please contact me by email on helena@smithsafaris.com or on my direct telephone number + 44 (0) 1762 43927. (End with a direct call to action. Give your contact details and direct telephone number as availability may be limited.)

See you on safari! (A sign off appropriate to the company.)

Helena

Helena Posnett
Namibia specialist
helena@smithsafaris.com
+ 44 (0) 1762 43927

Smith Safaris
www.smithsafaris.com

Smith Safari Company is an established safari operator to Namibia with 10 years experience in organising safaris and cultural tours. We have a strong commitment to responsible tourism, and won the Wildlife Award in the 1999 Responsible Tourism Awards. (Your signature, to include full contact information (telephone, email, web address) and a description of your company and ethos, including any relevant awards.)
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