The hard work seems done. You perfected your offer, got it looking great online, and got a booking! But something’s not right – the perfect trip you were planning just isn’t turning out the way you hoped.
Unusual things occur, mistakes can happen. But you can help prevent them and minimize their impact on a trip. After speaking with thousands of captains and helping to handle hundreds of situations, we found out the best ways to manage unusual situations. Here are our tips to help you keep your cool and stay afloat.
It’s All in the Packages
When people book online, they often don’t talk to the captain before choosing their trip. So it’s vital that each of your packages says what the experience involves and what type of customer it’s suited to.
Would you recommend that a beginner takes an overnight Swordfishing trip? It may seem obvious, but you’ll be amazed at the number of awkward situations that could be avoided just by setting the right expectations to begin with.
As well as outlining who each trip is suited to, be clear about how long customers usually spend traveling to the fishing spots and what they’re most likely to catch. By doing this, you’ll ensure your customers will arrive with the right expectations.
FishingBooker Tip: If your listing has been optimized and you’re having trouble updating your trip descriptions, send us the information you’d like to add and we’ll update them for you.
What You See Is What You Get. Or Is It?
When your entire business is condensed onto one web page, you need to make every word count. You also need to highlight any important information, limits, or extra charges. Make sure to emphasize what sets you apart from other guides, but also describe anything that could stop someone from coming aboard or that would make the trip more expensive.
Do you only accept kids over a certain age? Is there a weight limit on your boat? Do you limit the number of people who can take fly fishing trips?
Having to refuse a customer on the dock makes for a bad experience for you, the customer, and anyone else involved. But if these details are in your description and in any appropriate packages, you won’t need to worry.
FishingBooker Tip: Your listing’s main description is the perfect place to add details about what you specialize in. If your content is locked, just send us a change request and we’ll amend anything you like.
Keep Your Information Up to Date
It’s a shock when a customer comes to the dock and you realize the trip they booked is totally unsuitable for them. But it’s just as bad for customers to see the boat and gear isn’t what they were expecting.
You don’t want them to turn up only to find out that the boat they booked isn’t the one that’s waiting for them, or that they won’t be doing the type of fishing advertised in the trip package.
Do you offer all the fishing techniques you mention? Can customers reasonably expect to catch all the fish that are available? Be specific about fish seasons, the gear you use, and everything else that impacts the entire experience. You should also update your information as soon as anything changes.
FishingBooker Tip: Update your photos on a regular basis so that customers can see exactly what they can expect. Photos and videos have a big impact on customers looking to book a trip, so make sure to give a good – and accurate – impression.
Communication Is Key
The more information you can get about your customer before the trip, the better. But how do you do this if they’ve booked online rather than over the phone or in person? We recommend you message your client with a set of questions as soon as they book, so you’re both on the same page from the get go.
This shows the customer that you’ll take their needs into account, giving them a great impression from the start. You’ll also be able to spot and adjust any unrealistic expectations before you get out on the water.
You can prepare your equipment and route appropriately for the group. You may even be able to encourage the customer to book a more suitable trip while you’re at it!
FishingBooker Tip: Instant Messaging via the FishingBooker for Captains app allows you to contact your customers directly and easily. And, with Saved Responses, you can keep a template to save time writing questions and answers to FAQs.
Don’t Get Left High and Dry
As much as the experience makes or breaks the trip, you can’t escape the fact that you’re running a business. Having trouble with payment is any business person’s nightmare.
You should be clear with your customers about what is and isn’t included, and the payment methods you accept. Is there an additional credit card processing fee? What’s the recommended gratuity? Keep your customers informed and you’ll both have a better experience.
We also recommend you collect the remaining before the trip starts. This will make sure that everything is sorted up front and you won’t have to face any uncomfortable situations once the trip is over.
FishingBooker Tip: If you’re in the US, you can activate Online Payments, which allows customers to pay up front. These customers are less likely to cancel their trip and it provides a higher security deposit in the event that they do.
After the Trip: Bad Reviews
As with all walks of life, there’s always the chance that you could come across a customer that you simply can’t please. Sometimes a customer may not like your trip, even if you tried hard for them. You may witness this on the trip itself, or, the customer may surprise you with a bad review.
The key here is to be polite and professional at all times. If you notice a customer is in a bad mood, try and stay positive and show you’re doing everything you can to make it a successful trip.
If they’re not satisfied and leave a bad review, respond to it. outlining your side of the story. You should also add in as many facts as possible. This way, your future customers can see your point of view. They’ll also understand that you’re reasonable and polite, whatever the situation.
Try to keep communication in written form when possible, so if any issues come up, you’ll have proof.
FishingBooker Tip: If you’re worried about something a customer said or did, or if something similar to the above happens to you, let us know. Our Customer Happiness Team is available to help if you have any concerns.
The Common Theme? Communication!
If you haven’t noticed yet, there’s a running theme between all of the above points. Yes, communication whether on the listing, via text, or in person is critical to making sure no unexpected issues come up. Set the right expectations and find out what your customer is looking for, and you’re already off to a good start.
Even if the fish aren’t biting, you can still turn the experience around for your customer. Patience, stories, and accommodating individual guests’ needs are three of the top things that come up in positive reviews. Take the time to talk with your guests, and a bad day on the water shouldn’t stop them from leaving satisfied and recommending your service.
If things do go sideways, keep us in the loop and we’ll help you get back on track. Good luck!
Do you have any tips on how to manage unusual situations? Maybe you have a strange experience to share? Let us know in the comments below!
