Are you always quick to respond to new customer messages and booking requests? Great news, we have added details of your average response time to your profile. Customers can now see how long it generally takes you to respond, whether it’s 20 minutes or 20 hours, this will help them decide which instructor they want to message or book.
We have learned that customers love a fast response, especially as it’s what they have come to expect from ski schools, Our research shows that responses of under 1 hour will result in an increase in bookings and responses of over 24 hours dramatically reduces the chances of receiving a booking.
Managing customer expectations is also very important, so just knowing how long to expect to wait for a response is very useful, whether that’s 1 hour or 8 hours.
How is your response time calculated?
We take a mixture of your last 10 messages and booking requests from customers, then we take the average of how long it takes you to respond to these messages or booking requests (even if you’re declining the booking request – if you let a request ‘time out’, then 36 hours is used). If your response time isn’t where you would like it to be, it’s quite easy to improve it, simply respond really quickly to any new messages/booking requests and your average response time will rapidly decrease.
We have incorporated your response times in to our new search result designs, which will be going live in the coming days – so watch this space!
If you have any questions or need any help, please don’t hesitate to get in touch.
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