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Not Booked Lead Follow-up Automation

The Not Booked Lead automation targets leads who have shown interest but haven't made a reservation within 5 days of initial contact. This automation aims to identify and address booking barriers while maintaining engagement.

Overview​

Purpose: Convert warm leads into bookings by addressing hesitations and offering solutions.

Trigger: 5 days after initial lead contact with no booking confirmed.

Channels: Email (primary), SMS for high-value leads, with optional phone task assignment.

Setup Instructions​

  1. Navigate to Automations in your SendSquared dashboard
  2. Click + Create New Automation
  3. Select Not Booked Lead from the template library or start from scratch
  4. Configure the automation with the following nodes:

Step 1: Configure Trigger​

  1. Select the Lead Status trigger
  2. Set conditions:
    • Status: Not 'Booked' or 'Dead'
    • Time Period: 5 days since first contact
    • Exclude: Leads with negative feedback or unsubscribe flags

Step 2: Add Lead Segmentation​

  1. Add a Condition node to segment by lead value
    • High Value: Stays > 7 days OR Group size > 5 rooms
    • Medium Value: Stays 3-7 days OR Peak season dates
    • Standard Value: All other leads

Step 3: Create Personalized Follow-up​

  1. Add an Email action for initial re-engagement
  2. Include feedback request to understand barriers
  3. Offer specific solutions based on likely objections

Step 4: Schedule Sales Tasks (for high-value leads)​

  1. Create Internal Task for sales team
  2. Include lead history and recommended actions
  3. Set priority based on potential revenue

Email Template​

Subject: Quick Question About Your [Property Type] Search

Hi [Guest Name],

I noticed we haven't heard back since our last conversation about your stay. I wanted to personally check in and see if I can help with anything that might be holding you back from booking.

Common concerns guests mention:
• Uncertainty about travel dates
• Price comparisons
• Property features or amenities
• Cancellation policies

Here's what I can offer to help:
1. Hold any dates you're considering for 24 hours
2. Provide a detailed property comparison
3. Explain our flexible booking policies
4. Answer any specific questions

We genuinely want to find the right fit for your vacation. Even if you decide to go elsewhere, your feedback helps us improve.

Would you mind sharing what's on your mind? I'm here to help.

Best regards,
[Sales Agent]
[Phone] | [Email]

P.S. If you've already booked elsewhere, just let me know and I'll remove you from any follow-ups.

SMS Template (High-Value Leads)​

Hi [Guest Name], [Sales Agent] here. Still considering [Property Name] for [Dates]? Happy to answer questions or offer flexible hold options. Call/text anytime: [Phone]

Feedback Survey Email (Alternative Approach)​

Subject: Why Haven't You Booked Yet? (Help Us Improve)

Dear [Guest Name],

We noticed you haven't completed your reservation yet. We'd love to understand why.

Quick 2-minute survey: [Survey Link]

Questions include:
• Did you find our pricing competitive?
• Were our properties suitable for your needs?
• Did we respond quickly enough?
• What would make you book with us?

Complete the survey and receive:
- Additional 5% off any future booking
- Priority customer service
- First access to new properties

Your honest feedback helps us serve you better.

Thank you,
[Management Team]

Sales Task Template​

[ACTION REQUIRED: High-Value Lead Follow-up]

Lead Details:
- Name: [Guest Name]
- Last Contact: [Date]
- Property Interest: [Property Name]
- Dates: [Arrival] - [Departure]
- Estimated Value: $[Amount]
- Previous Agent: [Name]

Next Steps:
□ Review full lead history
□ Identify last point of contact
□ Prepare personalized offer
□ Call within 24 hours
□ Document outcome

Talking Points:
- Address pricing concerns
- Highlight unique property features
- Offer flexible booking terms
- Discuss payment options

Follow-up Sequence​

Day 5: Initial Follow-up (Automated)​

  • Empathetic email checking in
  • Request feedback on what they need
  • Offer to answer questions

Day 7: Value Addition​

  • Provide property comparison
  • Include guest reviews/testimonials
  • Share local area highlights

Day 9: Incentive Offer​

  • Limited-time booking incentive
  • Flexible cancellation policy
  • Payment plan options

Day 12: Personal Outreach​

  • Sales team direct contact
  • Custom solutions for objections
  • Final opportunity message

Best Practices​

  • Focus on understanding, not pushing
  • Offer genuine value in each follow-up
  • Respect lead communication preferences
  • Track which objections are most common
  • A/B test different approaches
  • Keep detailed notes on responses

Common Objections and Responses​

1. Price concerns:

  • "Let's find dates that work better for your budget"
  • "I can show you similar properties at different price points"
  • "We have payment plan options available"

2. Property uncertainty:

  • "Would a virtual tour help you decide?"
  • "I can connect you with recent guests for their feedback"
  • "Let me send detailed photos and descriptions"

3. Booking hesitation:

  • "I can hold your dates while you decide"
  • "Our cancellation policy is flexible"
  • "No payment required to reserve"

Measuring Success​

Track these metrics:

  • Conversion rate by lead value segment
  • Most effective follow-up messages
  • Common reasons for not booking
  • Revenue recovered from abandoned leads
  • Cost per conversion