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Top 5 Mistakes by Travel Agents that reduces their maturity rate to 1%
We've done more than 100 meetings with different size travel agencies, tour operators and destination management companies to understand their workflow and operations. And we can say that after doing these meetings we found the top 5 mistakes which almost 70% tour operators/travel agents make that impact their maturity rate. We are listing these mistakes below with solutions to overcome them:
Mistake No. 1 - Poor TAT - it has to be within half an hour
TAT (Turn Around Time) is the time in which your sales team replies to an enquiry. All successful companies ensure that they respond to their prospects/enquiries/leads as soon as possible because every hour delay in replying reduces the chances of maturity by approximate 5%. Founders should work on their processes to reduce TAT and try to make it under 30min - which is what successful companies are achieving. There are travel agents whose TAT is in seconds - they have automated complete proposal sending process which helped them increase maturity rate, reduce operations cost, increase the productivity of the team and increase the happiness index of a sales employee. Automating proposal sending is a complex and costly affair that requires technical expertise + product knowledge, however, sending a generic mail template is an easy solution to create first connect. There are a lot of complex and expensive products in the market which can do this for you, however, we at frytap(travel CRM) are giving this at the same cost of an annual subscription.
Solution: Create a generic mail template and ask the team to send that template whenever a lead is received in the system before working on his quote.
Mistake No. 2 - Not sending instant quote to create the package first
When we asked travel agents why couldn't they send an instant quote to travelers, they told us that creating a quote requires the sales team to ask few important questions from customers and need to do some research for online rates before creating a quote. However, for traveler instant quote is what matters the most and he is biased to that travel agency which quotes him first. Therefore sharing the tour package with price as soon as possible is a must. Travel Agencies should try to send a tentative quote instantly to a traveler so that he can start discussing it in his group, and meanwhile, the sales team should do the extra research to provide a final quote to the traveler. There are CRM in the market that can help you create your drip campaigns too.
Solution: Send the first proposal to customers automatically from your Travel CRM. To get an idea on how to send auto-proposal you shall signup for frytap travel CRM.
Mistake No. 3 - Leaving 'No Connect' customers on whims/timeline of your executive
In a travel company leads come from different sources like - lead aggregators, digital marketing, word of mouth, organic traffic, etc and it's almost common in every source that customers don't pick sales executive's call even after multiple attempts. Sales executives dispose of such leads as 'No Connect' and don't work going forward. However, we have seen that few travel agencies are getting around 10% of their business from such leads. They appoint such leads to a small team (1 to 4 depending on the number of enquiries you receive. Upto 1000 No connects per month needs a single resource) which follows them and up and get more business for the company without spending on lead generation. Frytap has easy filters to take out and assign such leads to a user.
Solution: Hire one resource only for working on the last 3 months 'No Connect' enquiries. Once he starts giving you results you shall hire more. Don't forget to keep a tab on how's this resource is approaching 'No Connect' leads. Having a CRM is important before starting any new department within the company. Everything can't be managed on spreadsheets.
Mistake No. 4 - Not tracking 'Not worked' leads
Travel Agents who have a sales team of more than 2 people receive more than 15-20 leads every day and the team needs to reach out to every lead as soon as possible. For the founders of these travel companies visibility of what the sales team is doing is a must. To start with every lead in the system is to be worked, and if a lead is not worked upon then-owner needs to know the reason so that he can plug the cause. Because generating more leads is not enough, they are to be worked too.
Solution: If you are using a spreadsheet - ask the team to update whenever they have done any activity on a lead. However, better would be that your CRM should do this for you. Frytap does report 'Not Worked' leads separately. Don't forget to signup for frytap travel CRM.
Mistake No. 5 - Believing what sales executives are saying to you as you can't have visibility on their work
Tough times come in every travel agency. And it means NO SALES, Non Satisfied customer, etc....During these times founder goes and asks the team where's the problem? Now starts the real work - the owner has to listen to the team as he directly can't see if the team has rightly worked on the lead as per the process or not because the sales user is communicating with the customer from his mailbox and updates are not mentioned on the spreadsheets. To make the right call owner/manager needs to see every action team has taken on a lead to understand whether the problem is external/internal. Always listen to your team but believe what your Travel CRM says. Your Travel CRM should be able to help your sales team to communicate with a traveler and help you see every activity against a lead in a timeline view.
Solution: Use a Travel CRM to manage your work. If you are still not using any CRM then it's time to pick one and ask the team to update everything in your CRM. Call at 08048736373 to get a special deal for frytap travel CRM.
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