As you may know, the government is offering forgivable loans of up to $10m per business entity under the Paycheck Protection Program (PPP).

But did you know that you need a private lender to access these loans and that they will be processed on a first come, first serve basis? Every Small Business Administration (SBA) lender has to give you the same terms, and most banks will start lending in the coming days.

To make this process as easy as possible, we’ve teamed up with our friends at Womply, an agent of federally approved SBA lenders. They can help you start your application right now and fast track your Paycheck Protection Loan.

Analysts expect demand for these loans to be over one trillion dollars, but with only $350 billion currently allocated for this program, time is of the essence and if you are eligible you should apply immediately.

More information below:

Who is Womply?

Womply is a SaaS company that serves over 450 thousand small businesses. They’re now working hard to connect businesses to SBA-approved lenders amid COVID-19, and have allocated over a hundred agents ready to help you navigate this process.

Is there a cost to apply for these loans through Womply?

It’s completely free to apply. Their aim is simply to help you find a lender faster.

What is the Paycheck Protection Program?

This program falls under the CARES Act recently passed by the Senate, providing forgivable emergency loans to small businesses. The program is designed for “Paycheck Protection” so that businesses can keep and/or rehire employees (if you’ve already reduced staff or wages, you’ll have until June 30 to reverse those changes to be eligible for loan forgiveness). If you spend your loan on payroll, rent, mortgage interest, or utilities during the first 8 weeks, the government will forgive your loan so you don’t have to pay it back. More info here.

Why is applying through Womply beneficial for me?

Most banks will start lending in the coming days, and demand is likely to be extremely high. Approval could take weeks, even after finding an approved lender to assist you. Womply’s dedicated agents can help connect you with a lender as quickly as possible and thus fast track your application.

Do I need to be a Peek partner to benefit from this partnership?

No! Our aim is to help all operators access a PPP loan faster so they can get the help they need. We’re all in this together.

How do I apply?

You can apply using this link.

Other useful links:

Womply Loan FAQsRequired Document Checklist

If you need assistance, feel free to reach out to the Peek team at 855-733-5776 - we will be happy to assist you. You can also reach out to the Womply team to check on the status of your application by reaching out to support@womply.com or calling 855-929-9111.

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This is a devastating time for small businesses, especially in the travel industry. But consumers are already stepping in to support their local economies.

Follow these steps to make sure your community has the resources it needs to support your business!

We have included some email templates and social media posts (found at the bottom of this post) to help you get these campaigns up and running, without you having to start from scratch.

Don’t forget to customize where possible to make sure your communications look and sound like your brand.

1. Provide an alternative to refunds

The spread of coronavirus is forcing people to cancel their activities and trips - but this doesn’t mean they have to be refunded!

Offer your customers the option to reschedule their activities or receive store credit in place of a refund!

Make sure your customers know that this is the best outcome for everyone.

• Have you included the option to reschedule?
• Allow your customers to reschedule as many times as they’d like, to give them the confidence they need to book.
• Highlight the following to your customers, when asking them to reschedule:
• Your reservation will remain open indefinitely.
• You'll be able to reschedule your reservation for another date, no matter when and no extra charges.
• Your reservation will be fully transferable.

• Do you offer your customers store credit as an alternative to refunds?
• Store credit works like a gift card - instead of refunding customers, you can give them a code to use the money they spent on your products another time.

• Have you made this clear on your website?
• Make sure your customers are aware of your rescheduling and store credit policies. This will give them the confidence they need to book and keep your cash-flow flowing.
• If you have a “Contact Us” page, reiterate this message there, and consider using a Google Form so that customers can automatically reschedule/opt for store credit without having to call.
• You could also record a message with these options to play on your phone lines before customers connect to you, which may help ease your call volume.

• Have you reached out to customers with future bookings?
• Use the email template below if you need help with messaging
• Social media is a great way to drum up support! Use the social media posts below (or create your own) to broadcast the message and encourage customers to reschedule, or accept store credit.

2. Offer Gift Cards

A great way for customers to keep small businesses going is to buy gift cards to use in the future.

If you don’t have gift cards set up on your website - time to do so! Once you’re done, answer these questions to make sure you have gift cards that are easily accessible and your customers are reminded of this clever way to support you.

• Have you explained to your guests how buying a gift card will support your business?
• Make it clear to guests how they’re helping - explain how coronavirus is affecting your business, or even how these funds might be used right now.
• Include this message on your website, near your gift card widget and within your booking flow.
• Promote this message through social media.

• Have you emailed out your gift card button?
• Use the template below to show customers how they can support you by buying gift cards and where to find them.
• Include a button to your gift card widget, so customers can buy a gift card as soon as they read your email.

• Are you promoting your gift cards?
• Add a gift card button to your homepage above the fold, to easily direct customers to this option.
• Make it clear on all of your social media channels that you sell gift cards and that they’re a great way to support small businesses!
• Use your pre-recorded telephone message to upsell your gift cards and explain how they are helping your business.

• Have you made your gift cards appealing?
• Don’t include an expiry date on your gift cards.
• Be flexible - allow the name on the gift card to be changed if necessary.
• Sweeten the deal: consider including an add-on to the experience if a gift card is used, such as; a complimentary glass of champagne, use of a GoPro or a free photoshoot.

3. Boost your reviews

Reviews are the most powerful content for tour operators - Did you know that 72% of customers won’t book until they’ve read a review?

With the world sitting at home, looking for things to do, it’s the perfect time to engage your past customers and give your reviews some love.

Check off this list to make the most of your reviews and ensure you will be in fighting shape for when the crowds resume.

• Have you emailed all your past customers for a review?
• Use the template below to request a review from everyone who previously participated in one of your experiences.

• Have you ramped up your social media?
• Make the most of this content by turning your best reviews into social media campaigns.
• Share the incredible experiences your customers have had so you’re in the forefront of everyone's mind when booking is back to business as usual.

• Have you put a Reviews Widget on your website?
• A reviews widget promotes trust in your brand, increases time spent on your website and drives conversions!

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We have created these email templates to help you kick start these campaigns:

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Rescheduling and Refunds Email Template

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Dear adventurer,

I hope this email finds you and your loved ones safe and healthy. As the spread of the Coronavirus leads to uncertain times for people around the world, our hearts go out to those who have been impacted.

As always, our number one priority is you, and we stand by any decision you make for your health. We fully understand concerns you may have during this time, and are aware that many of your travel plans will have to change.

As they do, we’d like to strongly encourage you to reschedule your visit rather than cancel, so that you can still enjoy the incredible experience you booked at a later date.

This is a tough time for the tourism industry, and by rescheduling your booking you are offering much-needed support to a local business - as well as giving yourself an adventure to look forward to!

If, however, rescheduling just does not work for you and you still wish to cancel, then we are happy to offer [insert specific refund/cancellation policy]

We can get through this together, and on behalf of the [Operator Name] team, we wish you and your loved ones safety, health, and happiness even in the most difficult of times.

Best wishes,

[Operator Name]

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Gift Card Promotion Email Template

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Hi adventurer,

Today’s world has been hectic with developments in COVID-19, yet as we face new challenges, we find that no matter how difficult the path forward may be, there is strength in community.

The support we give to one another, especially when times seem bleak, is invaluable, now and always. In light of this, we want to take a moment to applaud the many who are supporting small businesses in their communities.

An easy way to do that in your city is by buying gift cards. Whether you buy a gift card for an incredible adventure once this period has passed, gift a fun activity to a loved one to use later on, or even surprise a friend with a gift card to their favorite restaurant, you will be creating something special to look forward to and giving some much-needed help to a local business all the while.

Although you can’t go wrong with any efforts to #supportlocal, we humbly ask you to consider gifting one of our many amazing activities.

You can browse through our activities here and click the large “Gift Card” button on our homepage for an easy checkout.

Thank you for your kind consideration and, on behalf of [Tour Operator], we wish you and your loved ones all the best for your health and happiness.

Thank you,

[Tour Operator]

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Review Campaign Email Template

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Dear adventurer,

As concerns about the Coronavirus are growing in volume, we hope this email finds you and your loved ones safe and healthy.

In these challenging times, we have immense gratitude for guests like you, whom we have gotten to share some incredible experiences with.

As we continue a difficult journey forward together, anything we can do to support each other makes a huge difference.

That’s why we’re asking, if you haven’t done so already, for you to write a quick review about your past experience with us. Taking even five minutes to do this will make a huge difference for us, and help showcase our experiences even better when all of this is over.

Thanks in advance for your consideration. Regardless of how dark these times might seem, we know there is always a light at the end of the tunnel, and community support only helps that light shine brighter.

Wishing you and your loved ones safety, health, and happiness now and always,

[Operator Name]

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Use these Instagram posts to share how your community can help small businesses:

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As you may be aware, the recent CARES Act passed by the government features a variety of initiatives intended to help Americans through the social and financial effects of COVID-19.

In addition to the SBA Disaster Loans already available, part of this new bill is designed to help small businesses and those who are self-employed weather the storm of COVID-19. $367bn will be designated to loans for small businesses, and many tour and activity operators may be eligible to apply for assistance. A key part of this initiative is the Paycheck Protection Program.

We’ve compiled some of the key information below on what the program is and how to apply, as well as some links you may find useful. We’ll continue to update this page with any new information we find.

What is the Paycheck Protection Program (PPP)?

This program is designed to provide small businesses and employees with relief during this period of economic uncertainty. The main function is to enable businesses to retain their employees as well as cover other business costs.

It can be used for payroll, rent, utilities and more. It will be administered by the SBA (Small Business Administration) under its 7(a) lending program, via approved lenders.

How do I know if I’m eligible?

The program has the following eligibility requirements:

• You must be a small business (comprised of 500 employees or less), an independent contractor, or self-employed
• You must have been operational as of 15th February 2020
• Venture-backed companies where VCs own more than 20% of the business currently do not qualify

What are the terms?

• The legislation allows for loans up to $10 million
• The amount will be up to 250% of your average monthly “payroll costs” (see below) based on the previous year
• PLUS any refinanced SBA economic injury disaster loan obtained after Jan. 31, 2020
• There is a special rule to compute the average monthly payroll costs for seasonal businesses
• Interest rates will not exceed 4%
• Payments may be deferred for at least 6 months if necessary
• No collateral or personal guarantee is required to apply

The loan should be used to cover any or all of the following:

• Payroll costs:
• Salaries, wages, and vacation
• Employee commissions and tips
• Parental, family, medical, or sick leave
• Severance
• Retirement benefits
• Costs related to group health care benefits (i.e., insurance premiums)
• State or local taxes assessed on compensation
• Interest on mortgage obligations
• Rent, including rent under a lease
• Utilities
• Interest on other debt, incurred prior to obtaining the loan

Note: PPP loan funds cannot be used to pay salaries over $100,000.

Do I have to repay all of the loan?

• Anything spent during the 8 weeks from the date of the loan may be forgiven, i.e. won’t need to be repaid, if funds are used to cover payroll costs, interest payments on mortgages (not including principal and prepayments), rent and utilities
• You can use the loan for business purposes other than the above (e.g. inventory), but this part won’t be forgiven
• To get the full benefit of loan forgiveness, you must keep your employees and pay them at least 75% percent of their prior-year compensation
• If a business reduces the number of employees, or reduces salaries, the SBA can reduce the forgiveness by the same percentage
• If you’ve already laid off staff or reduced salaries below 75%, as long as you reverse these changes by June 30th then your loan can still be forgiven for this 8-week period

Can I still apply if I’ve already applied for an SBA Disaster Loan?

If you’ve been accepted to receive an SBA Disaster Loan that you applied for on or after January 31st, you won’t be able to apply for a PPP loan to use for the same intended purpose.

However, you will be able to refinance an SBA disaster loan into a PPP loan if you need to. You can do this as soon as the new loans are made available.

How do I apply?

Currently the only loan that you can apply for directly with the SBA is the Disaster Loan. To apply for a PPP loan, you can apply through any SBA-approved lender. This tool on the SBA website can help match you with an appropriate lender in your area. You can also call your local Small Business Development Center or Women’s Business Center and they will provide free assistance and guide you to lenders.

It’s a good idea to reach out to these lenders now, even just to touch base, as things develop and the program is rolled out.

Useful links:

SBA Website

SBA Lender Match Tool

FAQs from US Senate Committee on Small Business and Entrepreneurship

Forbes article - a CPA's perspective on the paycheck protection program

Skift - What the $2 trillion U.S. stimulus package means for travel businesses

You may have heard that the SBA (U.S. Small Business Administration) is offering low-interest federal disaster loans to businesses impacted by COVID-19. A total of $50bn will be made available - $8.3bn of that funding has already been approved and while the remaining $42bn+ is still pending approval from Congress, that is likely to happen in the coming weeks. Many small businesses in the U.S. travel industry may qualify for assistance. There's a lot of information out there, and it can be tough to digest, so here's an up-to-date breakdown of how to find out if you're eligible, how to apply, and other useful links and details.

How do I find out if my state/territory is eligible for SBA Disaster Loan assistance?

[UPDATE]: All 50 states plus inhabited territories of the U.S. (American Samoa, Guam, Nothern Mariana Islands, Puerto Rico, U.S. Virgin Islands) are now eligible to apply for SBA disaster loans.

What are the terms of these loans?

Size / purpose: The SBA’s Economic Injury Disaster Loans offer up to $2 million in assistance. This may be used to pay fixed debts, payroll, accounts payable and other bills that can’t be paid because of the disaster’s impact. Interest rate: 3.75% for small businesses.Term: Long-term repayments are likely in order to keep payments affordable, up to a maximum of 30 years. Terms are determined on a case-by-case basis, based upon each borrower’s ability to repay.

I think I’m eligible - how do I apply?

You can apply for an SBA loan online at this link. You’ll need to have the following documentation in order to apply:

• Business Loan Application (SBA Form 5)
• IRS Form 4506-T
• Complete copies of your company’s most recent Federal income tax returns
• Personal Financial Statement (SBA Form 413)
• Schedule of Liabilities (SBA Form 2022)

After you apply, your credit will be reviewed and an SBA verifier will estimate the total physical loss to your business. A decision should be made within 2-3 weeks.Note: This may take longer than usual given the substantial increase in demand from the COVID-19 pandemic. This simple PDF goes into the step-by-step process in more detail, along with other documentation you may need. You can also get in touch with the SBA through the following channels:Phone: 1-800-659-2955Email:disastercustomerservice@sba.govHere at Peek we’ll provide periodic updates on which states/territories are eligible for COVID-19 SBA loans. To find more useful resources for tour operators regarding COVID-19, you can visit our resources page here - it includes best practices, advice from industry experts and ways to stay connected with the community. If you need any support, don’t hesitate to reach out to our Partner Support team. We’re here for you 24/7. The Team at PeekNote: Please remember that Peek is not a certified financial advisor, and we cannot offer financial advice for you and your business. Our goal is simply to share information that is already out there in an easy-to-digest way so that you have all the tools you need to make important decisions for your business.

[et_pb_section fb_built="1" admin_label="section" _builder_version="4.0.3" custom_margin="|||2px|false|false" custom_padding="|||2px|false|false"][et_pb_row admin_label="row" _builder_version="3.25" background_size="initial" background_position="top_left" background_repeat="repeat"][et_pb_column type="4_4" _builder_version="3.25" custom_padding="|||" custom_padding__hover="|||"][et_pb_text _builder_version="3.27.4" background_size="initial" background_position="top_left" background_repeat="repeat"]COVID-19 is having a significant impact on tourism around the world, and right now it’s tough to predict exactly how it will play out.But the travel industry is no stranger to bumps in the road -- and many operators are already working hard to adapt and fight back.This is a crucial time for the industry to come together and share ideas. That’s why we’ve put together 10 best practices that we hope will be useful for tour and activity operators to help combat some of the effects of COVID-19.You may not be able to squash the virus, but there are many ways you can modify and optimize your business to minimize its effect.

10 Best Practices:

1. Give customers the confidence they need to book

Did you know that the number one reason for the lull in bookings is fear of cancellation costs, rather than fear of coronavirus itself? Uncertainty around the impact of coronavirus means customers don’t want to risk making advanced purchases.Ease customers’ concerns by implementing a clear, strategic cancellation policy. Offer cancellation insurance during booking to help curb fear of losing money. If you reassure customers that their money isn’t on the line, they will be a lot happier to book!If your customers don’t end up canceling? The extra revenue from cancellation insurance will help give a little boost to your bottom line. And when they do, Peek Pro will always return the credit card processing fee.Here are some more tips regarding cancellation:

• Check out this webinar by Delamon Rego, former COO of TOMIS Tech, that further explains the importance of cancellation insurance and discusses the details of putting it in place Delamon typically recommends charging 12-15% of your ticket price for cancellation insurance, which you can adjust if you have particularly low or high ticket prices
• Address coronavirus in your cancellation policies
• Ensure your policies are clear and transparent regarding coronavirus, and make this information public on your website
• If you’re looking for inspiration, check out Airbnb’s detailed ‘extenuating circumstances policy’ for customers affected by coronavirus
• Offer company credit instead of refunds
• Protect your short term cash-flow by rescheduling activities that customers want to cancel - chances are that if you reach out, they may be willing to push to a later date instead of opting for a refund
• Provide the option to change the name of the booking when it is rescheduled to allow greater flexibility for your customers

2. Finances are key

Given the current climate, increasing profitability is more important than ever.Last week Josh Oakes, co-founder of The Sunshine Tribe, gave us his insights on how to manage finances and how his hacks helped him grow a million dollar tour business. You can watch the webinar here.In his talk, Josh stressed the value in doing thorough audits of all of your outgoings and closely analyzing them. Josh managed to save $26,000 for his tour company by simply assessing the market for supplier prices and taking action. Here are some of his key tips:

• Do a full audit of your fixed and variable costs and see where you can make some changes
• Some of your largest expenses are salaries - provide your employees with the option to work part-time
• Make sure you’re making the most of your offices - rent unused space to other businesses or individuals
• Checkout the webinar for real examples of budget sheets to help you analyze your outgoings

• Reach out to your suppliers to open a dialogue about assessing costs
• Research the market rates, look outside your traditional vendors and let your suppliers know you’re price shopping
• Often large discount suppliers have the most competitive rates
• During the webinar Josh shared the email he used to get fairer deals from his suppliers

3. Use this time to grow your company

You may be finding yourself with a little extra time - this could be an opportunity to work on all those things you always mean to do for your company.Take the time to invest in your business and get it ready for when everything is back to normal.There has been talk on industry forums about the surge of bookings to come in the next half of the year. Once everything has settled down, people could well be jumping on the next plane to finally enjoy the vacation they had to postpone.This is an opportunity; so make sure your company is ready to take full advantage of any potential surge.

• Ensure every part of your business is operating at its peak efficiency
• Follow these 12 optimizations to generate extra revenue with Peek Pro
• Checkout our growth webinar series, Growvember - all the recordings are on our blog

• Work on your brand - something tour operators don’t have time for!
• Upgrade your website content
• Do a photo-shoot of your experiences
• Create a marketing video for your brand

• Enroll on a course
• Take a marketing course to better advertise your business
• Learn a new skill to improve your offering
• Invest in management training to grow a more sustainable business

4. Give your customers booking flexibility

With all this uncertainty customers may be indecisive when it comes to bookings. Adjust your timetables to give them options and maximize the opportunities they have to book.

• Use Peek Pro’s Smart Cutoffs to leave your online bookings open right up until the last minute! The Smart Cutoffs feature allows bookings to stay open if the minimum number of guests have been met, allowing you to maximize capacity

• Increase the long term availability for your tours
• Open your availability up as long as possible to keep booking comings in
• This will also help you reschedule bookings for later in the year or next season

5. Pivot your marketing strategy

We can’t predict what travel trends will look like during the months to come, so it’s important to take action and invest in alternatives to help your business in both the short and long term.“Staycations” are on the rise right now with many long-distance vacations canceled or on hold, and with many employees forced to work from home, more and more people are looking for things to do in their local area to blow off some steam. Harness this new demand by showing locals why they shouldn’t miss out on your activities.By pivoting your offerings to attract a local-friendly crowd, you may be able to give them the experience they’ve been looking for. You have the unique ability to help people get out of the house, de-stress and keep the kids entertained -- all while avoiding the risks of long-distance travel.Attracting your neighbors is not just a quick fix, but a long term investment in a reliable customer pool. Here are some ways you can attract more local customers:

• Advertise how your products fit in around normal working life
• Showcase activities available at the weekends and on public holidays
• Sell your afternoon and evening experiences as great ways to wind down after work
• Feature family-friendly tours that are suitable for all ages

• Spruce up your experiences to entice local customers back again and again
• Outdoor adventures - look into new areas, different sections of rivers for rafting, or change up some of your routes just for locals
• If you run food tours, find new restaurants to collaborate with to keep your offering fresh
• Run boat trips? Why not rotate some different local bands for some unique live entertainment

• Showcase reviews and social proof from local customers
• Did you know verified reviews are the most effective form of marketing to increase conversions?
• Run social media campaigns that follow local customers enjoying your experiences
• Put a Reviews Widget on your website and highlight those from local visitors

• Remind customers to share the gift of your experience with other friends and family
• Pushing gift cards will boost your short term cash-flow and allow your customers to invest in your future - especially if you are unable to run tours or pivot to locals in the short-term
• Make sure to feature gift card buttons on your website’s homepage and encourage customers to opt for this route if they are concerned with booking right now
• You can customize all your gift card products in your Peek Pro account to get a higher conversion rate

6. Appeal to your community to support local businesses

Everyone is aware of the threat COVID-19 poses, and many sympathize with the unpredictability facing business owners at this time. Use this resource and lean on your community for support.

• Reach out to local newspapers and radio shows
• Record a podcast for your local radio show discussing how the industry is coping, and what your business is offering to locals
• Write an article about your experience for your local newspapers or magazines

• Collaborate with, and raise awareness for, social movements working to help those affected Find out what is being done in your area to support local business and get in touch to see how you can be a part of it

Checkout this awesome example from our partner, ‘Your Biker Gang’, in Austin, Texas:Your Biker Gang have partnered with the Austin Community Foundation to help raise the funds needed to protect the small businesses feeling the effects of the virus.“YourBikerGang.com wants to do our part to help our friends and neighbors during this time of need. Book any of our biker gang adventures that take place on March 13th thru March 21st with the code STANDWITHAUSTIN and you’ll get $5 off each minibike you reserve and we will also donate $5 for each minibike reservation to the Austin Community Foundation’s Stand With Austin Fund.”

7. Don’t bow to pressure to lower your prices

If your bookings have slowed down, it may be tempting to lower your prices in an attempt to boost your number of reservations. But don’t forget that your time is valuable -- and your prices should reflect that.At a time where you may be experiencing low cash-flow you don’t want to further decrease your prices. Have the confidence to recognize how valuable your time is and set your prices accordingly.Discounts aren’t likely to work in this situation. A promo will not convince someone to jump on a plane if the threat of COVID-19 has already persuaded them not to travel.Consider adding value to your experiences instead:

• Throw in a little something extra
• Include a complimentary coffee after a walking tour
• Offer free use of a GoPro while kayaking
• Feature a new photo opportunity with a great view

• Keep it unique and intimate
• Offer tours in smaller groups, if possible, to create a more special experience
• Avoid the crowds and regular hotspots to ease customers’ concerns and opt for more low-key settings where you can
• Include a lunch, a champagne toast, or another special moment to round out your tour and thank your guests for coming

“My opinion is as an industry we have underpriced what we do for years.”-- Peter Syme, Strategic Advisor for Tour Operators

8. Be a voice of calm amid the storm

Our society's obsession with social media and the epidemic of “fake news” makes it easy for people to get caught up in often unnecessary hysteria.It is your job to keep a cool head and be the voice of reason when it comes to your customers. Give your visitors access to reliable information and show them you are responding appropriately. Don’t pretend to be an expert - provide access to the correct information and let customers make their own minds up.

• Post a statement on your website detailing the precautions you are taking in light of the spread of COVID-19 Be sure to train all your staff on the guidelines that you publish - everyone needs to be singing from the same song sheet!

• Post links to the local authority guidelines regarding COVID-19 and the latest travel updates World Health Organization (WHO)

9. Network!

The impact of COVID-19 will be felt by everyone in the industry, so now is the time to come together. Get in contact with other tour operators to discuss the issues that are arising, how best to combat them.Here are some ways you can join forces and help out your own business as well as others:

• Join groups for tour operators online Facebook is a great place to connect with other businesses: join the groups Tour Operators United, Tourpreneur for Tour Operators/Tour Professionals, and Tour Strategy, for discussion and industry advice from fellow operators and experts

• Pool resources to save on fixed costs
• If you are receiving less tourists to the area, see if you can share some of your backend costs
• If you own or rent buses or other transport for your tours, consider sharing with other operators to reduce costs

• Market together to keep your destination buzzing and show locals what’s going on in the area Make use of any down time you have to blog and post on social media about your location, featuring other businesses in the area -- ask them to do the same

• Bring your activities together to create new products and upgrade your experiences
• Take your customers for a hearty brunch before a kayak lesson
• Include entrance to a History museum for visitors to learn more after your walking tour

10. Get ahead of the game by figuring out the new market trends

With customers now looking local rather than abroad for their holiday activities, you have a new audience to understand.Do locals prefer more niche tours? Are they more likely to upgrade their purchases? Do they still need transfers to activities?These are the kinds of questions you need to answer to most efficiently sell to your new audience.

• Use Google Analytics to find out what this means for booking behavior
• Google analytics uses your data to show you the trends in your customer’s behavior
• You can design and download reports to help you answer these specific questions

• Invest in targeted Facebook ads with your new consumer data
• You can send the downloaded report straight to Facebook
• Create engaging, fun Facebook ads that allow potential customers to see you are open for business as usual

The next few months will be a test for many operators. But by sticking together, remaining focused on business optimization, and pivoting where necessary, the future could still be bright for one of the world’s most resilient industries. Keep up to date with updates and resources from travel and tourism experts by visiting this page. And as always, if you have any questions on how to further optimize your Peek Pro account, our Partner Support team is always here to help!The Peek Pro Team[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section]

We’ve asked some of our most experienced team members at Peek to share with us their favorite tips on how to optimize your Peek Pro account. We’re going to help you reach new peaks with your company - 12 steps - 12 days. Follow one of our easy suggestions each day, and you’re sure to see a dramatic impact on your business this year (as well as the ones to come!)

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Your 12-day plan to start the year off with a BANG

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Get set.. go!

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DAY 1: Customize your Abandoned Booking emails

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If you ask any Peekster their favorite Peek Pro feature, 9 times out of 10 they bring up Abandoned Booking emails.

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There are many reasons a customer gets distracted while booking an activity, leading to the dreaded Abandoned Booking. By sending customers a little reminder of the experience they’ve left behind, you can bump your sales in a big way! Our Peek Partners saw an average revenue increase of 10.2% when they started using abandoned booking emails.

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Follow this guide to get your abandoned booking emails set up today.

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Brenda Medina, Software Implementation Specialist:

"Peek’s abandoned booking email is completely customizable so you can draw back potential customers effectively.”

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The ability to customize is your best friend in this step. In fact, the advice from Peeksters working with our most successful partners is to customize wherever possible!

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By making sure these emails have a personal touch, they will read, look, and feel just like your company. This way, from the first detail to the last, you make a memorable brand impression.

Let’s take a peek at four easy ways you can do this:

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Tip #1: Add a testimonial - show your customer what your experiences are about.

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Tip #2: Add photos - people are way more likely to book if they trust your company and have as much information as possible, photos help them put the picture together.

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Tip #3: Abandon booking (resume purchase) button - help your guests out by sending them the link to their exact booking flow.

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Tip #4: Promo code - Everyone loves a deal! Promo codes give customers the nudge they need to go back and book that activity.

"Promo codes are a big one I’ve seen that bring back customers."

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Here are some clever examples that hit the major points!

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• They sound like real people, not just automated emails

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• Have chosen photos that show past guests enjoying the experience

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• Include a ‘re-book’ button or promo code

For more tips on how to customize your emails, click here.

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DAY 2: Clarify your offering

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Sara Wilson, Onboarding Manager:

“As you add and change products, remember that what is obvious to you may not be obvious to your customer.”

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Sometimes the names we give to our products don’t quite tell the customer all they need to know. Customers like to be absolutely certain of what they are getting themselves into before they get out their credit card. Make sure your product descriptions, ticket names, photos and ticket headers paint a crystal clear picture of your experiences.

Sara has provided some specific suggestions:

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Suggestion #1: Adding ‘the guide is included’ for a tour.

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Suggestion #2: Changing ticket header from "Select Tickets" to "Select Rental Options" for a bike or boat rental company.

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Suggestion #3: Updating the min & max number of tickets to 1, for private Charters where only 1 ticket per booking is necessary.

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For more hints on how to best use your widget configurations, check out this helpdesk article.

TOP TIP: Reduce required questions!

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When your customers go through your booking flow you have the choice to ask questions before or after a purchase is made.

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Decreasing the amount of required questions before payment is directly correlated to conversions! Each required question decreases conversions by 3%.

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Make as many questions optional, as possible!

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DAY 3: Increase last minute bookings with Smart Cutoffs & Availability Rules

Normally it makes sense to disable online bookings on your website a few hours before your tour begins, to give you and your team enough time to prepare for the activity.

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However, if your minimum number of seats are already booked, you’re going to run the tour anyway - so why not leave the booking open till the last minute?

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Your last seats are the most profitable as you’ve already met your fixed costs for the tour. Extend your online booking cutoff and accept as many guests as possible!

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Matthew Osterhaus, Product Manager:

“We’ve already seen a 5% increase in online bookings for partners using this feature!”

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This intuitive Peek Pro feature asks you for the minimum amount of guests needed to run a tour, and will keep online bookings open if this number is reached.

Enable Smart Cutoffs today on any activity!

Run more profitable tours with Peek’s Availability Rules

Funnel bookings into preferred times with Peek’s innovative Availability Rules so you can run more tours that meet and exceed your cost minimums.

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Customers will see availability for tours that dynamically changes depending on the bookings that have already been made.

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This encourages them to book at the same time as other guests which maximizes your resources.

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As tours fill up, new time slots will be unlocked.

This can be easily enabled in the configuration settings in your Peek Pro account - checkout this helpful guide and get it set up today!

DAY 4: Offer your customers more with Bundles & Add-ons

Bundles allow your customers to book and pay for multiple tours or activities all at once.

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Bianca Garcia, Training Manager:

“Bundles are a resourceful way to increase your customer’s cart size - get them doing more than 1 tour and improve their experience.”

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Our partners have seen a 20-25% increase in average order sizes using this feature!

There are three main ways bundles can optimize your customers’ booking flows:

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Case #1: Create an optional upsell to make sure customers can book multiple experiences in one booking flow.

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Case #2: Create a combo tour, offering customers a discount if they book more than one experience.

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Case #3: Sell required tour packages, for example if your customer books a food tour you can set an ‘Empanada tasting session’ as a requisite of the tour.

You can enable it right now in the product section of your PeekPro account; for more detailed instructions follow this guide.

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Our Success Specialists feel so strongly about the advantages of Bundles they presented a whole webinar on them! Check it out here.

Upsell your experiences with Add-ons

Peek Pro allows you to add all the extras you offer during your activities to the booking flow.
This means customers can book the extra wetsuit they need or make sure they’ll have a GoPro, at the point of booking.

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Make use of Add-ons to upsell your experiences.

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Amelia Hollis, Marketing Strategist:

“There are so many ways you can get creative with your Add-ons and they’re a great way to upsell your experiences!”

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TOP TIP: Our data shows that the average value per booking surges around public holidays. Customers are looking to spend more on their experiences when they are celebrating. So whether it’s the 4th of July or New Years Eve make sure you have your add-ons set up and featuring in your customer emails.

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Specific suggestions:

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Example #1: Offer some champagne for guests to toast in the New Year.

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Example #2: Hire in a live band to play on your boat before the 4th of July Fireworks.

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Example #3: Include the use of a GoPro for your passengers to capture the excitement of their family adventure.

DAY 5: Make money from cancellations!

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Cancellation policies are often tricky waters to navigate.

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When guests cancel a tour you end up with empty seats and lost revenue. But when you enforce a cancellation policy, you worry about being the bad guy and damaging your reputation.

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Cancellation insurance is the answer to your troubles! It negates the lost revenue and automatically provides a reasonable consequence for canceling a booking. Plus, when the customer doesn’t cancel it just makes you money!

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Customers who go on to cancel will buy it to protect themselves and everyone else is still likely to buy it because customers are risk averse. We recommend setting up cancellation policies that are simple to understand and establishing a clear time frame for cancellation. Check out some more helpful tips and learn how to set up cancellation policies here.

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DAY 6: Add a ‘Book Now’ button to your homepage

Once you generate traffic to your website, it’s critical that it’s prepped and primed for bookings.

The best way to do this? Add a clear and visible ‘Book Now’ button to your homepage.

This little button can lead to big sales! Adding this feature is one of the easiest and most effective ways to drive bookings.

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Andy Bourne, Onboarding Project Manager:

“Providing a clear, obvious and easily accessible call to action has been proven to increase conversions and provide an efficient booking experience for your customers.”

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Try adding it to your homepage today to turn lookers into bookers!

Where and how often this button appears on your website - along with size, color, words and font - is important for driving traffic through to the checkout process.

TOP TIPS for improving your book now button:

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Tip #1: Put the price of your tour or activity near the ‘Book Now’ button

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Tip #2: Place the button “above the fold”*

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Tip #3: Use a bold, clear Call-To-Action phrase; Book Now, My Seat, Build Your Trip!

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Tip #4: Make the button stand out by using contrasting colors

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Tip #5: Don’t forget to check how the buttons look on the mobile version of your website

*It’s imperative that visitors to your website don’t have to scroll down the page to see the ‘Book Now’ button. The term “above the fold” has been coined to reference the section of your webpage that the customer will see at first glance. Make sure we see it straight away.

DAY 7: Pass credit card processing fees onto customers

While you are sure to celebrate increased bookings, there is one by-product that is certainly not as pleasant -- greater credit card processing fees. These costs may seem small on individual transactions, but they can add up quickly.

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When you consider that the weighted average processing fees for Visa, Mastercard, American Express and Discover credit cards ranged from 1.3% to 3.5% in 2021, it’s easy to see how this extra fee would create a sizable increase in company costs.

Thanks to Peek Pro’s Taxes & Fees configuration, you have the power to choose whether to absorb this expense or pass it on to the customer.

If you would like to absorb the processing fee, make sure Partner Pays is highlighted in blue underneath the Processing Fees heading.

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If you would like the customer to pay the credit card processing fee, click on Customer Pays to highlight in blue.

For more info on how to configure taxes & fees, have a look at this helpdesk article.

DAY 8: Promote and personalize your gift cards

Now that people are gifting experiences over physical presents more and more, your tour or activity is the perfect gift!

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Make the most of this trend and sell gift cards directly through your website with Peek.

On Average 70% of Gift Cards don’t even end up getting redeemed! This means free money without you having to even lift a finger.

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They also increase your cart sizes - customers typically spend more on a purchase when using gift cards.

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Check out this article to learn more about setting up gift cards to boost revenue throughout the year

Step #1: If you haven’t already, use this guide to set up cash & activity gift cards on your website.

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Step #2: Be sure to advertise your gift cards on your website and in your marketing emails!

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Step #3: Customize your gift card booking flow, widget and emails.

Taylor Morgan, Customer Success Associate:

“I recently helped a partner customize their gift card emails, booking flow and widget. He was overjoyed that Peek would handle every aspect of gift cards for him and super excited to get them going!

Offering gift cards opens up a whole new audience for you to sell to! Show-off your amazing products to these new customers by customizing your gift card emails with photos and testimonials.”

DAY 9: Target your marketing with Google Analytics

Optimize your Google Analytics account by enabling enhanced ecommerce.

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Matthew Osterhaus, Product Manager:

“Enhanced ecommerce is a powerful extension of google analytics that gives you a more granular insight into how your customers are moving throughout the Peek booking flow on your website.”

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This powerful tool uses new action and product data to answer questions about how your customers behave.

Matt’s TOP TIPS for using enhanced ecommerce:

1. Create segments that break down why customers are booking your activities.

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Example #1: Are people more likely to book if they are spending less money?

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• You can create specific reports that show you, out of all the people that visit your website, who books your experiences.

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• Add a segment that tracks conversions for a particular time period, then filter for cart size.

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• You’ll be able to see how behavior changes for customers when they spend more or less.

2. Use these specific segments to create targeted audiences you can send to Google ads.

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Example #2: Turn the data produced into a targeting audience for Google ads.

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• Google analytics can produce a list of people that visited your website but didn’t book an activity.

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• Download these contacts to create a targeted mailing list - these are really high value customers, as they have shown they are interested in your experiences.

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• Now send this list to Google ads.

Now we have an improved integration, this data will feed right into your Peek Pro account!

This in-depth helpdesk article walks you through exactly how to set up enhanced ecommerce and how best to use it.

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DAY 10: Take advantage of pricing customizations in Peek Pro!

Advanced Pricing rules give you the flexibility to automatically adjust ticket prices to drive customer behavior and maximize profits at any time of the year.

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In Peek Pro you can easily set clever rules that change your prices depending on demand, such as a price increase for busier times of the year.

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Drew Chowhan, SIS Trainer / Quality Assurance:

Drew’s favorite Advanced Pricing rules

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Rule #1:“Combo of day of the week and time of day”

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• If you are attracting less customers on Tuesday mornings, offer a discounted price for these time slots.

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Rule #2:“Minimum guest rule (cost goes up or down based on how many people have booked)”

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• If you need to fill 3 seats to cover your overhead costs, make the 4th, 5th and 6th seat cheaper. This will incentivize guests to book onto a tour that you're running anyway, which maximizes profit.

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Rule #3:“Date range rules are great to up the price based around holiday seasons”

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• Boat tour sales surge around the 4th of July, so increase your prices for the first week of July.

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This step-by-step guide walks you through all the ways you can optimize prices for your activities in your Peek Pro account.

DAY 11: Get more bookings with Peek Plus

Widen your customer pool with Peek Pro’s various integrations.

‍Ben Kind, Director of Business Development:

“Peek has partnered with some of the largest platforms in the world to generate more exposure, sales, and customers for your business!

We’ve built connections with Groupon, Expedia and others to ensure that wherever ‍customers are discovering things to do - your activities are front and center. We have more integrations coming in 2022 that we think you’ll be excited about as well!”

Just hit the links above for instructions, or if you’re looking to learn more about Peek Plus reach out to our team at support@peek.com and start generating more sales on our network of distribution partners.

How does Peek widen your customer pool?

Example #1: Peek.com

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Peek.com is a one-stop-shop for travelers looking for incredible experiences, our very own platform for you to advertise your products.

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After a few simple steps you can offer your activities to a whole new audience; they are listed in this article.

Example #2: Peek Pals

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Once you’re all set on Peek.com you will be eligible for Peek Pals!

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Peek Pals allows you get more sales from other tour operators in the Peek network, while also helping your customers find more activities by featuring non competitive activities.

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Once a customer completes a booking with you, they’ll see other non-competitive activity recommendations nearby on the confirmation page.

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Additionally, you’ll be featured as a recommendation whenever a customer books with one of your fellow Peek Pals.

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You get to review the list of activities that will display in your booking flow, giving you control over the types of activities that you want customers.

Find out more about this growth-boosting opportunity in this helpdesk article.

DAY 12: Increase the quantity & quality of your reviews

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Matthew Osterhaus, Product Manager:

“Did you know that 72% of customers will not convert until they have read some sort of review?!”

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Customers are constantly bombarded with content, so more and more they are relying on reviews to help them make decisions.

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Peek Pro understands the importance of this and so has set up Smart Reviews. This feature sends out an automated email to every customer after each activity.

TOP TIP: Customize this review email to maximize its potential!

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• Make it sound and look like your company
• Add a promo code as an incentive
• Add photos
• Add options to book another activity/re-book the activity
• Include a link to gift cards

Just head to the product section of your Peek Pro account to get Smart Reviews set up.

Smart Reviews+ not only sends this email to the primary customer (the person that made the booking) but also to all other emails collected, from waivers or customer questions.

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Our Partner Support team is available to install Smart Reviews+ on your account. You can call +1 (415) 361-5564, email support@peek.com, or chat in anytime!

We hope you enjoyed these tips! Please let us know if you found them useful.
Drop us an email or fill out this feedback form.