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When dealing with enquiries and bookings, it can quite often become tedious and you often find you answer the same questions.  Remember our Main website is full of information about classes and often referring them to it for general information such as what is a class about is a good way for potential customers to be given all the answers they need.  Don’t forget to say that if they have any additional questions, not to hesitate to contact you again.

Below is a list of frequently asked questions by customers and where or how you can relay information to them…..

• How can I book? This comes up a lot and often you can explain over and over.  On your social media posts for your timetable for example, make sure you always include simple instructions for how to book e.g. ‘To book your space follow the link below to take you to our website.’
• I would like more information on classes, days and times? Having a template in your emails to send answering all of these helps than having to type this information ten times a day, you can also use it by copy and paste to Facebook inquiries etc. Have a copy of your timetable saved ready to send out too.
• Can you tell me how much your sessions are? Again this can be covered in the same way as above. Always state the cost for the term, not individual classes.
• Can you tell me what you do? Again as above or often referring them to our website helps. Some personalisation to the class they have enquired about can be beneficial here to highlight specific benefits to them and their baby/child. Always end by saying if there any other questions to get back in touch.
• How long and how many classes are there? Having a simple template saved can help this.
• When is the new term?  This is asked frequently, and can help to create a database of future customers.  Sending a generic response enables you to know you have answered all enquiries.  A simple message such as ’ Thank you for your enquiry regarding classes, I can notify you once booking goes live’. Get back in touch via the the same medium they first contacted you. Once your new term is due for booking sending a message to all customers in your email system or Facebook inbox really helps as a prompt.

It is important to ask relevant questions and having a voicemail which asks a customer to leave their name and contact telephone, babies name and age, along with the area they are in can make it easier to give answers on classes and spaces quickly when you return their call.

Answering queries can take up a lot of office time.  Dedicating time on set days can be really useful in managing this. Automated emails/private message replies can be sent to let those who have inquired that you are back in the office on certain days, or that you will answer the email in 24 hours for example. It is preferable to answer all queries within 24-48 hours. You don’t want to miss out on a potential customer by not getting in touch in time.

Follow Up

When a customer has sent an enquiry, this shows they have gone through to the evaluation stage of the conversion funnel. They have decided that you are worth investing their time and money. If you reply but don’t hear back, send another message or email. Keep it light and friendly, let them know about the upcoming term, if you only have a few spaces left tell them. People are often very busy, especially new mums and can easily forget to reply to a message. Don’t worry about being pushy, one more email or message could be just what that potential customer needed to remind them to book.