Busy season is upon us!
As discussed in this morning's webinar, there has been an increased focus on the importance of communicating effectively with leads/guests on the rental platform of late. This was the main focus of today's session.
A huge thanks to those who attended for all of your feedback and insight - the context shared is truly invaluable to take into consideration as we continue to advocate on your behalf (it was great to share that 'calendar view' preferences discussed as a group in March were actioned by our product team).
For those who missed it, have a listen here.
Communicating with guests on platform 📝
1️⃣ Sending quotes in response to guest messages
In cases where guests who have not booked with you previously reach out via 'message' with questions, etc. please ensure you are sending quotes directly from the 'inbox' of your dashboard. This quote ‘path’ is the easiest way to ensure that quotes are sent to the correct system user (for more context click here and go to 3:30-mark)
2️⃣ Sending quotes to guests that have booked with you previously
If/when you are sending quotes to guests that have booked with you in the past, ensure you select the 'matching' profile on basis of lead generation (for more context click here and go to the 8:47-mark)
3️⃣ Content to avoid when messaging Outdoorsy guests
Stuff to keep you off our Marketplace Quality team's radar
- some examples of content that will be blacklisted and/or flagged include the following:
- ‘check out our website’ (off platform website information)
- ‘please call us’ (contact info)
- discounts codes we offer (applicable to direct guests only)
4️⃣ Reminder about your ‘pro’ page
A useful link to share with Outdoorsy guests via message is your Outdoorsy 'pro' page:
- go to ‘vehicles’ and click into a vehicle (then click ‘view on outdoorsy’ link)
- scroll down to ‘meet your host’ and click on image you have uploaded via ‘about my business’ section
- this ‘whitelisted’ link/page is great to share with guests who are curious to know more about your fleet
5️⃣ Proactive Outreach
A reminder that proactive/stimulating outreach to your guests is a great way to re engage and generate leads. If/when reaching out consider including the following details:
- any concerts/festivals/sporting events/key dates affiliated with your area (recent eclipse is a great example)
- any discounts/add-ons/enhancements that might be new to the fleet/business
- benefits of booking vacation in this segment (affordability/nature/rejuvenation)
🚧 Product Updates
- Amenities (now sync’d in Wheelbase)
- we heard feedback/concerns in conjunction with revised amenity options that were rolled out for Outdoorsy hosts (and not reflected in the listing details section of Wheelbase)
- our product team was able to prioritize this, as of earlier this week the options should now be aligned - please ensure you are reviewing your listings, and that the proper amenities are reflected
- we heard feedback/concerns in conjunction with revised amenity options that were rolled out for Outdoorsy hosts (and not reflected in the listing details section of Wheelbase)
- Removed pre-filled birthdate in dashboard confirmation flow
- 'Special Hours' now displays over 100 (as requested by a handful of high volume dealers)
- Calendar View (discussed in March webinar) in current product/eng ‘sprint’