Follow up plays a very important role to every Sales Manager in every industry. You follow up on inquires. You follow up on generated leads. You follow up on plans that your bosses are asking you to do. You follow up on your kids school work. Everything requires follow up.
Many Sales People fail to provide the proper follow up thus possibly losing the sale. Remember, a Sales Person is to build relationships. Sales People that establish the relationship, wins the sale. If the Sales Person does not “follow up” they will lose the sale.
Follow up consists of client traces - potential, repeat or referred, collecting contracts and deposits, rooming list, inquiries and maintenance calls and more. I find that I am on the phone a lot and I do miss some of my incoming calls. They leave a message, I am to call right back. If you make the client wait too long, they will assume that their business is not important to you and THEY WILL CALL SOMEONE ELSE.
This is why it is very important for you to keep a close eye on your incoming calls, no matter who they are, and to call the right back. It’s bad enough that they couldn’t reach you and now they have to wait.
Most hotel sales offices consists of a sales software program to enter in client data and set the client traces. Take advantage of this system, learn it’s features and do it. This is a very efficient way to increase your calls and the more you get out, the more you will get back.
Remember the old “index card trace cards”, pulling files and papercuts? Well, if your property is not using a sales software program then get with your owners and purchase one. It is best to purchase a sales software program that interfaces with PMS (Property Management System) however that could be costly. Instead take a look at Goldmine, Hotel Sales Pro and other programs.
As I make my trace calls throughout the day, handle inquires and do things, I put it all in my sales software program which currently is Hotel Sales Pro. When I’m done with my call, I put in my notes, then I trace it. Although the client may not have needs currently, as you qualify you may identify something that you would want to follow up on. Any leads for 2010 I trace at least 3 other times to keep in touch with the client. When a need arises, I want them to call me first.
The beauty of email - these days you don’t even need to call the client. You can email. I will email them simply to say hello and let them know that I was thinking of them and here if they need anything. With the super highway accessible to everyone there is simply no excuse not to follow up. Your 30 second email can turn into revenue.
When you get an inquiry these days be very grateful and make sure that you thank the potential client for taking the time out of THEIR busy day to call you.
Be sure to take the time to trace your clients appropriately and be sure to make your calls and follow up!
Good Luck
Pure Energy
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