Sample Suggestions & Feedback

**Followed up via phone personally in a timely basis to pursue the business

#1 Manager was proactive in following up via email, however to give himself the best chance to secure a piece of business, we recommend a phone call or voicemail when following up. This attempt to reach the client personally will likely increase his closing success rate. #2 We strongly suggest the manager follow up on the piece of business. This will allow him the opportunity to answer questions and obtain a commitment from the caller. #3 In order to have an opportunity to close on the business, Manager may want to follow up with the caller verbally. This can provide Manager time to personally answer questions for the caller and ultimately close on the sale. #4 On this call, the manager attempted to phone the caller several days after the initial call occurred. To increase the chances of a successful close, we recommend the manager follow up sooner. This can sometimes dissuade the caller from placing her business with a more timely competitor.

**Identified why business was lost

#1 When the manager has an opportunity to speak with a caller regarding the lost business, he may want to uncover the reason the group is not coming to the hotel. This can lead to insight as to what the caller may have been looking for that the hotel could not offer, or may lay the groundwork for future contact. #2 Manager could find it helpful to uncover the reason why the business at hand will not be utilizing the hotel. Any knowledge gathered can be used for future contact.

**Identified future business potential

#1 If Manager has an opportunity to speak with the caller regarding the cancelation of the business, we suggest he ask if the event will be rescheduled, or if there may other potential leads she can assist with. This shows a continuing interest in the caller and her business. #2 We recommend the manager probe to uncover any potential leads for the future. This can solidify the manager's interest in the caller and her needs, as well as lay the groundwork for an ongoing relationship with the client.

**Set action for future contact

#1 It is a good idea to offer a follow up time frame to keep the door open with this client. Reconnecting in a few months may lead to new leads and will help maintain the relationship. #2 When the manager has an opportunity to speak with a client regarding lost business, Manager may want to take this opportunity to establish a follow up time frame. This is a positive way to end the transaction and shows an ongoing interest in the caller's business.

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