TABLE OF CONTENTS

Review call Process


The review call is the time to go through the account with the venue, check the stats and help with anything the contact may need. It is also a time for you to try and get ahead of the game with the renewal (if it is review 2) and try and upsell marketing products. We aim to do 2 review calls per year, however there will be some venues you are in continual contact with anyway so a set review call may not be necessary, you can judge this as you wish. I have listed below a general overview of how a review call can be structured, however like the introduction call in time you will probably find your own way of doing things which you are comfortable with, so this can be used as a guide to begin with.


For the review call make sure the POC has got around 15 minutes at least free to run through everything. Make sure they are logged in and on the dashboard. I will normally ask initially if there is anything at all they need or any particular queries or questions they may have. After this I will then normally run through the reports with them. I would recommend before the call to have run the enquiry report since the start of the current subscription. This is done within the reports tab:



I have put an example below as well for the filters, assuming their current subscription started on 1st January 2017:



So in this example I have asked the system to search all enquiries, based on created date since the first of January 2017 to date.




 

At the very bottom of the report you will have the grand totals. The bottom right hand figure will give you the total enquiry value, so the total amount of business opportunity they have received, then the bottom left hand figure is what they have converted out of that value. It’s a good idea to do this prior to the call so you know what you are dealing with before hand. So if you do have a venue who have had very poor performance, low enquiry value and conversion etc you can be prepared and know what to say and recommend to help them moving forward. Or if you have a venue who have done very well, really good level of enquiries and conversion then you can also go through anything else they need to be doing. 


Recommendations for a venue who has had poor performance:


  • Review agent feedback on released bookings, why are the enquiries not converting? Is there anything they could be doing as per the agent feedback?

  • Optimise and update venue listing to ensure maximum exposure and to help generate enquiries

  • Review venue listing and content (you can do this on the call) do they have missing information? Is the quality of the content good? Do they have enough eye catching images? Do they have their prices completed? And just generally do they have enough information on their listing. I always ask them to read their listing as if they were an event planner, agent or booker and would this listing make them make an enquiry?

  • Have they been in touch with all of the agents using the system and started to build relationships? If they have any FAM trips then be sure to invite our agents as well, also try and get the agents to the venue for a show round so as the agent can become more familiar with the venue, product and service. 

  • Also run the venue performance full report and review response rates and times, this is really crucial

  • Run the web stats report, how do their searches and views look?


Depending on how the conversation has gone you may also spot an opportunity to discuss marketing as well, whilst they may be reluctant to spend more whilst the return is down, marketing really is a fantastic way of further promotive the venue in order to generate more business. Or even if you just follow up with a marketing brochure so they are also aware of the options we have available. It might also be a good idea to set a follow up to the review call and check the stats around 6 weeks later to see if the changes have made an impact on the stats. 


Recommendations for a venue who have had good performance:


  • Continue to optimise and update venue listing in order to continually receive maximum exposure and keep enquiry levels growing

  • Still worth reviewing the listing and all content just to be sure nothing else they can be doing to receive more

  • Still review released feedback on the business they didn’t get and why, there is always room for improvement

  • Discuss and upsell marketing, whilst they are doing well they could be doing even better with our fantastic marketing options

  • Continue to grow and develop agent relationships, especially if all their business is coming from either one or just a few agents, need to work with as many as possible

  • Review response report as well and ensure they continually achieve a high response rate and within deadline


These are just two very basic examples of review calls. Every venue will probably have different things to discuss with you and over time you will get to know how to overcome different objections, issues, queries, agent problem, system issues and or further training. I thought it would just be best to give you 2 very basic guides and recommendations for more standard review calls. But ultimately the main purpose of the call is to touch base, sort any issues and try and upsell marketing and grow that relationship with you and the venue.