In this edition of your Poptop Supplier Guide, we’re going to show you how you can use Poptop to effectively communicate with clients.
In this article, we’ll cover –
- How to use and access Poptop’s inbuilt messenger system.
- How good online communication can help secure more bookings.
- We’ll provide some copy-and-paste responses for each stage of the booking journey.
Let’s get started, shall we?
First impressions are everything in our industry, aren’t they?
That saying is a no-brainer when it comes to in-person conversations with clients. But first impressions are just as crucial online, if not more so.
Client communication on Poptop has a HUGE impact on supplier success. It’s so crucial in fact, that we’ve made your message response rate one of our benchmarks for Super Supplier. More on that in a minute.
Seeing as client communication is SO important on Poptop, we built our own in-house messenger service for you to talk to clients quickly and easily.
Check it out!
Why client messaging is crucial on Poptop?
We’ll go into exactly how you use Poptop Messenger in a minute. First, let’s just clarify why client messages are such a crucial part of the Poptop experience.
- It builds trust.
Online communications are all about building trust. When a client begins browsing online, they’re constantly asking themselves ‘Is this a scam? Can I trust this supplier?’ In the modern online marketplace, that anxiety is totally understandable. We can banish these fears quickly, and build a clear path to confirmed bookings, by offering brilliant communications from the get-go.
- Prompt, quality responses lead to bookings.
At Poptop, we closely monitor supplier message data. The results are conclusive – suppliers that establish a clear and quality line of communication secure more bookings. Why? If you’re 1 of 5 suppliers shortlisted by a client, and you’re the only one that reaches out to introduce yourself, that builds a bond of trust. Clients really want to book your service. Showing you care about their business can tip the balance in your favour.
There’s value after the booking is confirmed, too. The vast majority of 5-star client reviews cite the quality of communication leading up to their event. Maintaining contact, even if it’s just to say ‘hi!’, can turn decent reviews into brilliant ones.
- Message responses lead to Super Supplier.
Because of all the points raised above, we’ve identified message response as one of our key supplier metrics on Poptop. So to become a Super Supplier, you need to maintain an 80% response rate – that means responding to 80% of client messages within 24hrs of delivery. And believe me, you want to become a Super Supplier!
How to use Poptop Messenger.
Now that we’ve covered why it’s so important, let’s dive into using Poptop Messenger itself.
Suppliers tell us that using Poptop Messenger is super straightforward and intuitive, so we won’t go into every detail of it’s functionality here. If you do need any help using it, get in touch with one of our Poptop Guides – they’ll be to able get you sorted in no time!
Instead, we’ll concentrate on when and how to use Poptop messages to help you leverage enquiries into bookings..
When should I message clients?
We recommend messaging clients at every stage of the booking journey on Poptop. That includes…
- Responding to any questions you might receive (within 24hrs of receipt!)
- A quick ‘hello!’ message when a client shortlists your service.
- A quick ‘thanks!’ message when a client books your service.
- A ‘check-in’ message in the lead-up to the event.
- A ‘review reminder’ message once the event is complete.
Pretty simple, right?
Now let’s take a look at some simple copy-and-paste examples you can use as message templates for each one of those messages.
What should I write to clients?
Not sure what to write to clients? Maybe you’re responding regularly, but not getting the bookings in return? Or maybe you’re just short on time?
If any of these describe you, this next section should help you out. We’ve created some straightforward, quality message templates for every stage of the booking journey. You can use these as inspiration, or you can copy and paste them directly into your client messages. It’s entirely up to you.
Your pre-booking messages can be the difference between confirming a booking or losing it to a competitor. Get this bit right, and you’ll start to see your confirmed bookings increase in no time.
Received a message from a client before they’ve even shortlisted your service? This is a good sign. Keep in mind that they may have messaged multiple suppliers with the same questions. That means a prompt, friendly response to their question can confirm a booking fast.
Try something like this.
‘Hi there. Thanks so much for reaching out, and for taking an interest in our listing!
I hope that answers your question. If you’d like us at your event, just head back to our listing and click ‘request to book’. Or if you’ve got any other questions, just let me know. Thanks!’
Shortlisting is the final step to securing a booking. It means a client has saved your listing to view later. Getting in touch with a friendly hello at this stage can really tip the balance.
Try something like this.
‘Hi there. Thank you for shortlisting my service!
I thought I’d drop you a quick message to let you know I’m available on that date, and I’d love to attend your event.
If you’ve got any questions, or there’s anything I can help you with, just let me know.’
CONFIRMED DEPOSIT PENDING
At this stage, the client has requested the booking – but they still need to pay the deposit to secure the booking.
To get the booking confirmed, try something like this.
‘Hi there! Thanks so much for choosing us, we can’t wait to attend your event. As soon as the deposit is paid, we can secure the date for you. If you’ve any questions, let me know!’
POST BOOKING MESSAGES
Congrats! The deposit is paid and your booking is confirmed. But it’s still crucial to stay connected with your client. Remember, the vast majority of 5-star reviews cite great communication. Nail this part, and you’re on your way to loads more bookings in the future.
CONFIRMED DEPOSIT FROZEN
At this stage, the client has paid the deposit and the booking is confirmed. Nice job! It’s a great idea to reach out to let them know what happens next.
How about this…
Thanks so much for paying your deposit. I’m delighted to confirm that date is now secured. I’m really looking forward to attending your event!
If there’s anything you need from me, or any questions you might have, feel free to reach out. Otherwise, I’ll be in touch a bit closer to the event date to confirm details.
It’s a really good idea to check in with your client 2-3 weeks before the event date, and confirm all the details you have are correct. Once again, this is about more than just formalities – it’s reinforcing that bond of trust you’ve already built through your client communication.
Try something like this…
Hope you’re well and the event planning is coming along nicely!
Now that we’re nearing your event date, I thought I’d quickly check in and make sure all the event details were still the same? This is the breakdown that we have.
- Event Date
- Event Time
- Event Address
- Brief Event Description
If you have any questions, or last minute info you need to pass on, feel free to get in touch! Otherwise, we’ll see you on the day.
Thanks so much.’
After your event date, we’ll send emails to clients reminding them to leave a review. But sending your own reminder can make a big difference. Future clients love to see images of you on-site at previous events, so if they can include photos, even better!
Here’s an idea of what to write…
I wanted to send a quick message to say thank you for having us at your event. We hope you enjoyed it as we did.
If you have the time, we’d really appreciate you leaving a review on our Poptop account. This really helps us spread the word about our business. And if you have any photos to hand from the event, we’d love to see them!
Thanks so much again and all the best.’
To wrap up, let’s just do a quick summary of everything we’ve covered.
For our next guide, we’re going to look at how you become the best of the best on Poptop – A Super Supplier.