01 Sep Re-assure and Over Communicate
‘Re-assure and Over Communicate’ – Prior to showcasing your event space
The showround – more important than ever to be prepared
As sales managers’ we all know that managing a successful showround has always been one of the secrets to winning the business. That success starts with detailed preparation and detailed pre-communication. Now more than ever the showround process has to offer reassurance and demonstrate attention to detail right from the start.
Why pre-appointment communication is so important?
Make sure your client knows what to expect. If anything, ‘over-communicate’ – a pre-visit video call and a welcome pack including what to expect when they arrive. Your client may not have been on such a visit for a while or even travelled much outside their local area; your role is to make it as positive an experience as possible.
What does your client need to know before they arrive?
Some points are inevitably new this year; some have always been on my checklist.
- Arrival: Clear maps and travel tips, offers of transport pick-up if appropriate, parking details, whether they should leave luggage in the car to avoid over-handling and any one-way system that may now affect getting to Reception.
- Staff: Confirm exactly who will greet them on arrival and which team members they will meet later. Agree with them in advance who they would like to meet, how many will be attending, to minimise group sizes and movement of staff around the building. Are staff temperature checked and will everyone they meet (including yourself) be wearing masks?
- Moving around the hotel: How has movement around the hotel been organised? Is it one person at a time in the lifts? This may be the first time a guest has come across this Covid restriction. Which areas do they want to see and is that possible at the moment?
Plan the room to be laid out as it would for the enquiry, ensuring social distance guidelines are followed.
- Food and Drink: What will you be offering in terms of refreshments? It is likely this will need to be pre-arranged, so confirm numbers and dietary requirements. And then re-confirm..
The more information your guest can have in advance, the more relaxed they should be on the day. Ultimately, they can then concentrate on the refurbished rooms or meeting facilities you want to showcase.
What is that tiny detail that you always check is in place before visitors arrive for a showround? And why is it so important?