Answer More Questions to Gain More Business: A Guide for Adventure-Guiding Companies
Introduction
In the adventure-guiding business, clarity and customer service are key. There’s a saying, “When you confuse, you lose.” This means that if potential clients are uncertain or unclear about your business, they are likely to leave and book elsewhere. Conversely, providing clear answers and helpful information removes the barriers between browsing and booking. This principle is summed up in “Always Be Helping” (ABH). By focusing on answering questions and providing helpful information, you can increase your bookings and build a loyal customer base.
Why Answering Questions Is So Powerful For Closing Sales
Imagine you’re a potential customer looking to book an adventure trip. You find a company that offers exciting packages, but their website lacks detailed information about the trips and what to expect. You have questions about the itinerary, safety measures, what to bring, and the overall experience. If these questions go unanswered, you will likely move on to a competitor who provides more straightforward information.
Comprehensive answers to potential questions build trust and confidence with your potential clients. It shows that you care about your customers and their experience, which can be the deciding factor in someone choosing your company over another.
Common Questions to Answer
Here are some common questions potential customers might have, along with tips on how to address them:
1. What types of trips do you offer?
Clearly list and describe the different types of trips you offer. Include details like duration, activities involved, difficulty level, and target audience.
2. What is included in the trip cost?
Be transparent about what is and isn’t included in the price. Mention accommodation, meals, gear, transportation, and any additional costs.
3. What should I bring?
Provide a detailed packing list. Mention essential items, recommended clothing, and any special equipment they might need.
4. What safety measures are in place?
Explain the safety protocols you follow. Highlight your guides’ training, emergency procedures, and any insurance coverage.
5. What is the cancellation policy?
Clearly outline your cancellation policy, including any fees and deadlines for cancellations or rescheduling.
6. How experienced are the guides?
Share information about your guides’ qualifications, experience, and any special certifications they hold.
7. Can you accommodate special needs or requests?
Address any accommodations you can make for dietary restrictions, disabilities, or other special requests.
Where to Answer These Questions
To effectively implement ABH, you must place answers to these questions in easy to find locations. Here are some places to consider:
1. Website FAQs Page
Create a comprehensive FAQs page on your website. Organize it by categories so customers can easily find the information they need.
2. Individual Trip Descriptions
Each trip listing should have detailed information about what to expect, including the itinerary, inclusions, and packing list.
3. Blog Posts and Articles
Write blog posts addressing common concerns and tips for a great adventure. Topics could include “What to Pack for a Day Hike” or “How to Prepare for Your First Kayaking Trip.”
4. Email Communication
When someone inquires about a trip, respond promptly with detailed information. Follow up with additional resources, like links to relevant blog posts or FAQs.
5. Social Media
Use your social media platforms to answer questions and share helpful information. Create posts that address common concerns and invite followers to ask questions.
6. Guided Chatbots
If you have the resources, consider implementing a chatbot on your website to answer frequently asked questions in real-time.
Examples of ABH in Action
To illustrate the ABH approach, here are a couple of scenarios:
1. Scenario 1: A Potential Customer Inquires About a Multi-Day Hiking Trip
They send an email asking about the itinerary and what to bring. You respond promptly with a detailed itinerary, a packing list, and a link to a blog post on preparing for multi-day hikes. You also invite them to reach out if they have any other questions.
2. Scenario 2: A Customer Expresses Concern About Safety
On a phone call, they ask about the safety measures in place for a kayaking trip. You explain the safety protocols, guide qualifications, and emergency procedures. You follow up with an email summarizing this information and including links to relevant sections on your website.
Benefits of ABH
By adopting the ABH approach, you can reap several benefits:
1. Increased Bookings
When potential customers feel informed and confident, they are more likely to book with you.
2. Enhanced Customer Trust
Providing clear and helpful information builds trust and credibility with your audience.
3. Reduced Customer Service Load
By answering common questions upfront, you reduce the number of inquiries your team needs to handle.
4. Improved Customer Satisfaction
Customers who feel supported and informed are more likely to have a positive experience and recommend your business to others.
Conclusion
Providing clear and comprehensive information is essential in the competitive world of adventure guiding. By answering more questions and adopting the Always Be Helping (ABH) approach, you can remove barriers to booking, build trust with your customers, and ultimately gain more business. Remember, when you confuse, you lose. But when you help, you win. Start implementing these strategies today and watch your bookings grow.
Focusing on immediate, actionable tactics ensures that even the least tech-savvy business owner or marketing employee can implement these strategies and see results.