Never miss a lucrative booking ever again! Easily manage online orders, large group reservations, catering, and reservation inquiries submitted through your website–with just a couple of clicks!
Contents:
- Managing Inquiries Overview
- VIDEO: Convert More Inquiries Into Bookings with Event Planner
- VIDEO: How To Manage Your Inquiries | Never Miss a Big Ticket Inquiry
Managing Inquiries Overview
1. Navigate to the "Sales & Inquires" cluster on the left orange sidebar. All inquiries for active revenue drivers are found in their respective tab here.
2. After clicking one of the options, e.g., "Private Party/Group Inquiries" you will see all of your inquiry requests and you can sort them by date/type/size/status, etc.
- You can switch between a "List View" and a "Calendar View."
- Note: In list view you will see a "Response Time" column on the left. This indicates how quickly you responded to an inquiry. Hover over the icon to learn what they mean.
- Check 'Only unanswered inquiries' to declutter and ensure that you respond to fresh inquiries in order to secure the most revenue possible.
Tip: We encourage you to immediately follow up with inquiries. In such a competitive industry, the most responsive businesses come out on top. Beat the other 2-3 options.
3. If you need to respond to a customer directly, you can do it from the SpotHopper platform. No more searching through an inbox and wondering if you already responded or not.
4. To get more details on a request, or to communicate with the customer, click their name, and their individual "Inquiry Details" page will open in a new tab. From here, you can:
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- Review inquiry details
- Oversee private "Internal Notes" that are only viewable by your staff and you.
- Send "Proposals & Payments" (if you have EventPlanner)
- "Message Your Customer" directly at the bottom of the page - your entire conversation will be logged here. This section will default to 'From Scratch' or 'Auto' based upon whether you are using EventPlanner.
Save time managing inquiries by streamlining your workflow with Standard Responses seen below:
5. If you need to update the status of an inquiry, click on the "status" drop-down menu and choose one of the options:
- Unconfirmed
- Confirmed
- Waiting on customer
- Waiting on you
- Paused
- Cancelled
- No showed
Note: Customers will receive an automated email when you change the status of an inquiry for Private Party/Group Inquires, Catering Inquires, or Reservations within the platform.
• After inquiring, Customers receive an email that their inquiry is "unconfirmed."
• When you update the status of an inquiry to a "confirmed" or "canceled" status, customers will receive a basic email alerting them.
- Customer Email Examples:
- Pending email - sent after customer makes initial inquiry.
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- Confirmed email - sent after changing inquiry status to "confirmed."
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- Cancelled email - sent after changing inquiry status to "cancelled."
6. As soon as the customer responds, the inquiry status will automatically change to "waiting on you."
To respond to the customer, just type in the text in the box at the bottom of the "Inquiry Details" page and click the "Send" button.
7. You can add in-person and phone inquiries manually, so that you manage all in-house happenings in one place. This enables you to plan and organize staff more efficiently. Just click "Add New Inquiry" and enter all necessary details.
Note: Managing inquiries is especially important when it comes to online orders and receiving your payments. To find out more, check our article about managing online order payments.
How To Manage Your Inquiries | Never Miss a Big Ticket Inquiry