A Customer Can’t Take Part in Your Tour: Do You have a Plan B?

25 Jul 2016     |    Taz Bareham

Your tour and activity company provides travelers with an opportunity to hike through the local mountain range, or ride a mountain bike on a steep terrain. It’s an adventure activity that isn’t for everyone — and you’ve made that perfectly clear on your website. Through your tour descriptions, you have provided information on each individual experience and whether travelers should be at a beginner, intermediate or expert level before they book. However, that dreaded awkward moment is bound to happen when someone shows up for an expert-level hiking excursion with no equipment and no previous experience.

The question is: Do you have a Plan B?

It’s important to recognize that your competitors may be losing bookings due to the same problem. If people are traveling as a group, they may opt out of booking anything with you if one person in their group does not meet the requirements for your tours and activities. So now, you’re not just missing out on one customer who can’t keep up on your hikes, but you’re losing an entire group of potential customers.

Here’s what you need to do:

  • Offer a diverse range of tours and activities that appeal to different types of travelers. For instance, if you have an intense, uphill mountain biking tour available for booking, you also should offer a leisurely ride along the lakeshore. This allows different travelers from the same group to book tours that are appropriate for their own skill level. Using this approach, your company appeals to a broader range of visitors and you can ultimately increase your overall bookings.
  • Always have a flexible option for unexpected tourists who don’t meet the requirements. That awkward moment won’t be quite so painful if you have a backup plan in place. Recognizing that some people may be physically unable to complete your tours, have a guide on-call who can take them on the same experience at a more leisurely place, or who can give them an alternative tour that is not as physically demanding. You don’t want to be forced to exclude someone, but you also know that you can’t inhibit the experience of your customers who booked your expert-level tours. Knowing your Plan B will help you accommodate all of your customers, no matter who shows up on the day of the tour.

Tour descriptions play an important role in your overall online marketing strategy, as they allow you to identify and attract the target audience for a specific tour. Your descriptions need to be accurate and detailed, while also being compelling and inviting. When written correctly, these short yet powerful descriptions often convince travelers to book instantly with you online, and they can help you increase your direct bookings. To find out more information about the best way to write tour descriptions in order to segment your audience, and to learn more about developing an effective online marketing strategy, download the Rezdy online marketing ebook today.

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