How to reduce your no show rate?

How to reduce your no show rate?

The discrepancy is the resulting difference between adults who claim to have attended the event and those who have been reported as no-shows.
We are aware that circumstances beyond your control may arise that impact your discrepancy percentages. Therefore, we assume that there may be a percentage that is beyond your responsibility. However, if the discrepancy bar appears on your dashboard, it is important that you review your no-show management process as soon as possible so that you can find out what is going on and return to normal discrepancy values. 


How to reduce your no show rate?

If you have a high level of discrepancy, make sure you are managing your no-shows correctly:

1) Check in the list of attendees (check in) at the beginning, during and at the end of the tour. You can do it from the calendar directly or through the CSV of the list of attendees and their data that you can download in this same section.

CALENDAR CHECK IN                                                                  CSV DOWNLOAD
                          
Remember that no-shows are those walkers who booked (and without cancelling) do not attend the tour. Travellers who did attend or who left in the middle of the tour are NOT considered no-shows.


2) Verify that walkers arriving at your meeting point actually have a reservation with you and not with another supplier. If the booking is with another provider, let them know and send them to the group they belong to. 
 
3) Assign no shows to people who did NOT actually attend the tour. To do this, remember to check the names, surnames and adult numbers of the bookings in the check in process to make sure that those you are notifying that they attended the tour did.

Make sure to modify (if necessary) the number of people arriving at the meeting point with a booking made through GuruWalk. 
For example: if a booking made for 4 people has 6 attendees, you should mark 6 attendees instead of 4. If otherwise the booking was made for 6 people but 4 attend, you should mark 4 attendees instead of 6.

A random handling of no-shows can cause discrepancy, credit deduction and problems with reviews that our support team will not be able to help you with.

4) Remember to activate and keep your automatic welcome and reminder messages up to date. Use them to remind you of things like: 
  1. Need to be there 15 minutes before the tour starts.
  2. Importance of the walker letting you know that he/she has arrived at whatever time he/she joins the tour. 
  3. The meeting point:
    - Attaching the link to the location and detailing the place where the tour will start.
    - Referring to monuments, shops, restaurants, etc.
  4. Giving directions on how to get to the meeting point by foot, car, metro, bus, etc. 
  5. How to recognise you (umbrella, clothes, colour, etc).

Use different font sizes and bold type to highlight the most important information. As you can see in the following examples:

WELCOME MESSAGE                                       REMINDER MESSAGE
             

5) Answer the walker's questions about the tour as soon as possible. Remember that the walker's experience begins the moment they make a booking.  Having their pre-tour questions answered will inevitably influence their overall satisfaction with the tour. Furthermore, this will help that walker to finally attend the tour and not turn into a possible no show or cancellation.

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