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LOGISTICS / CUSTOMER JOURNEY

STAGE ONE - INQUIRY

WHEN YOU RECEIVE AN INQUIRY ADD TO YOUR CRM INQUIRY LIST STRAIGHT AWAY AND LOG BEFORE YOU MAKE CONTACT WITH THE CUSTOMER





STAGE TWO - CUSTOMER CONTACT

ALWAYS TRY TO CALL THE CUSTOMER FIRST BEFORE YOU SEND A QUOTE - IF YOU DO NOT GET THROUGH SEND A QUOTE AND EXPLAINING THAT YOU WILL BE IN TOUCH THE FOLLOWING DAY TO DISCUSS THE QUOTE IN MORE DETAIL. 





STAGE THREE - MAKING THE BOOKING 

IF A CUSTOMER WANTS TO BOOK A EXPERIENCE, UPDATE CRM AND SEND THE CUSTOMER A BOOKING CONFIRMATION FOLLOWED BY THEIR PRE BOOKING INFORMATION PACK AND INVOICE

ASK THE CUSTOMER FOR THE BUSINESS MANAGERS EMAIL AND THE CONTACT DETAILS OF THE SITE MANAGER. IF THEY DO NOT HAVE IT TO HAND GET IT AS SOON AS POSSIBLE.

ONCE THE PRE EVENT PACK AND INVOICE HAS BEEN SENT
DIARY IN A PRE CALL ABOUT THREE WEEKS BEFORE YOUR BOOKING DATE OR ARRANGE A PRE CALL DATE WITH YOUR CUSTOMER.

PLEASE ENSURE ALL NOTES AND EMAIL TREADS ARE RECORDED ON THE CUSTOMERS NOTES ON CRM




STAGE FOUR - THE EVENT

MAKE SURE THAT YOU HAVE DONE THE FOLLOWING BEFORE YOU ARRIVE AT YOUR BOOKING LOCATION

- ARRANGED YOUR ACCESS AND ENTRY PLAN WITH THE SITE MANAGER

- THE TEACHERS HAVE ALL LOOKED THROUGH THEIR PRE BOOKING PACK AND ARE HAPPY WITH WHAT THEY NEED TO DO IN THE CLASSROOMS TO DELIVER THE INTERACTIVE WORKSHOPS

- ALL STAFF HAVE PHOTO ID AND YOU DBS INFORMATION AS A HARD COPY IN CASE THE OFFICE HAVE NOT DOWNLOADED IT FROM THEIR PRE BOOKING PACK

- YOU HAVE DISCUSSED ACCESS TO THE HALL OR AREA - THIS IS VERY IMPORTANT AN DIFFICULT ACCESS MAY RESULT IN SHORTER SESSION TIME AND EFFECT THE FLOW OF THE DAY.



STAGE FIVE - BUILD LASTING RELATIONSHIPS

MAKE SURE THAT YOU HAVE DONE THE FOLLOWING BEFORE YOU LEAVE YOUR BOOKING VENUE

THE CUSTOMERS A VERY HAPPY WITH THE EXPERIENCE AND HAVE AGREED TO ADD A FACEBOOK REVIEW

- SPEAK TO ANY OTHER INTERESTED TEACHERS FROM OTHER YEAR GROUPS 
- TRY AND GET FIVE MINUTES WITH THE HEADTEACHER AT THE END OF THE DAY TO PERSONALLY THINK THEM FOR BOOKING US AND HAND OVER OUR POST EVENT PACK FOR THEM TO REVIEW OR SHARE WITH THEIR NETWORK




STAGE SIX - AFTERCARE 

SEND A POST BOOKING THANK YOU EMAIL ABOUT TWO WORKING DAYS ABOUT THE BOOKING. ASK THE CUSTOMER IS THE WOULD LIKE TO BOOK AGAIN FOR NEXT YEAR OR WHAT MONTH WOULD THEY LIKE TO BE CONTACTED TO DISCUSS FUTURE BOOKINGS. 

SEND THE CUSTOMER A THANK YOU EMAIL WITH THE LINK FOR OUR SOCIAL MEDIA REVIEW PAGE AND THE REFERRAL SECTION