What is the repeat rate?
1. The repeat rate represents the number of walkers who, after booking and attending one of your tours, decided to do another tour with GuruWalk.
- It can be in the same city or in another destination.
- It can be any other tour, yours or other gurus' tours.
- There is no time limit, it can be the same afternoon, a week later, a year later, etc.
- It's not enough to book the tour, the traveler must also attend the tour.
- We only consider the first time the traveler repeat. It does not matter if he/she does 2 or 10 tours after yours.
- Only bookings made after the tour are taken into account
2. The repeat rate also takes into account the number of walkers who booked with you but did not attend the tour (they didn't show up, they canceled or you canceled).
- We know that sometimes gurus have little control over cancellations of walkers and no-shows, and that it is common in free walking tours. However, this is the same situation for all gurus, so there is also an opportunity to stand out from the other gurus. We will explain how later.
The higher your repeat rate, the better your tour page will ranked in your city page. It has indeed a multiplicator effect on the number of attendees, which defines your tour score in our algorithm, and therefore, you will receive more bookings.
Why is this repeat rate so important to us?
At GuruWalk we work hard and make an important investment in getting walkers and bookings for our gurus, and we must make sure we get the most out of them, to optimize that work and be able to bring many more travelers and bookings.
Getting new walkers is very difficult and expensive, but if they have an extraordinary experience, it's more probable they book again, which allows us to reduce costs and grow faster and more efficiently.
Therefore, for this to happen, we must work so that:
- The largest number of walkers who book end up attending the tour.
- The largest number of walkers who attend a tour, repeat with us.
- If, no matter the reason, they cannot do the tour, it's important to avoid generating a bad experience and getting a bad image of GuruWalk, otherwise they will never book with GuruWalk again.
How to get walkers to book and attend other tours after mine?
1. Create an amazing experience that will represent the quality of all our community.
If the experience does not exceed travelers’ expectations, they will not book again.
- When you speak, pay attention to the face expression of the walkers. Do they seem bored or interested? Do they ask you questions, ...?
- Your guruwalk should be like a movie: an engaging start, an interesting story, and an exciting ending.
- Think about what adds value to travelers. Add recommendations, remove useless data and focus on the key message.
- Make it fun. Create an interactive experience, ask questions, surprise them, make them smile, ...
- Be professional at all times: in your communication before the tour, with your clothes on the tour, using the right words, ...
More tips here. You can also record a part of the tour and send it to our colleague Bernard to get extra tips, or organize a call with him: firstname.lastname@example.org
2. Let them know what GuruWalk is and what it can offer them:
- Explain that GuruWalk is in thousands of destinations and more than 100 countries
- Tell that the best gurus and the most unique and fun experiences are here.
- Let them know that they can do guruwalks in their own cities as well as when they travel.
- We recommend you print our logo on a cap, t-shirt, backpack, etc. This way, travelers will notice GuruWalk more, they will see you more professional and it will be easier to recognize you at the meeting point. You can download it here.
3. Recommend other guruwalks to walkers at the end of your tour.
- See which are the complementary tours in your city that travelers could do the same day or the day after.
- Create a template with the links of these tours and send them by WhatsApp or by GuruWalk after the tour.
- Help travelers book other tours when they finish yours.
- Recommend downloading our app for better communication with their next booking and that way they will always remember GuruWalk.
- You can take the tour of other gurus to recommend them better.
- If the walkers go to another nearby city on the same trip, you can also recommend tours there.
How to get travelers who couldn't do the tour to rebook on GuruWalk?
1. If you cannot do the tour and you have to cancel:
- You can offer to do the tour at another time, and if they accept, you can modify the booking schedule instead of canceling the booking, here we explain how to do it.
- Cancel in a professional and polite way, explaining the reason for the cancellation and apologizing.
- Send the link of other similar tours that can be booked, which start around the same time and that you would recommend.
- Send them a message with your best recommendations of the city: restaurants, visits, etc.
2. If the walkers can't do the tour and cancel their bookings:
- Show you're worried by asking them about what happened.
- Invite them to book the tour again at another time.
- If they can't do the tour, let them know that there is surely a guruwalk in their own city or in the other destination where they are going to travel.
- Invite them to download our app so that they can remember GuruWalk on your next trips and see all the tour offer we have.
3. Anticipate problems that may make travelers decide to cancel.
- Advise how to get to the meeting point, change the meeting point if necessary, advise if there is a lot of traffic, works, or delay in public transport.
- Change the tour schedule if it is not the most appropriate.
- Offer to bring an umbrella if rain is announced, warn that the tour will be done in the shade if it's hot, ...
4. Reach out to walkers before the tour and encourage them to come. Nobody likes to disappoint an excited person.
- Tell them that you have a surprise for them, that you want to do the tour with them, ...