Demo Requests

First Steps in Every Demo Request

• Begin by checking for duplicates
  • Company Name
  • URL
  • Every piece of contact info found on:
    • Website
    • TripAdvisor
    • Social Media
• Whether the company already exists in Close will determine which path to follow

Assignees

Potential

STOP (NORAM DEMOS ONLY): Before moving forward, check if the lead has a URL. If not (and you can’t find one after searching), write “Website Not Live” in the description and look what was marked in the demo form:

• If “I sell tours that other companies operate” is chosen, treat as P/A
• If “I sell the tours that I operate” is chosen, treat as Potential
• If “Both of these apply” is chosen, treat as Potential

Basic Info

At this time, since you already have the website, TripAdvisor, and Social Media pages open, be sure to add:

• Company name
• Address
• Contact info
• Account Tier determined by:
  • Annual Online Sales on the Demo Form.
  • Use the Online Sales Demo Form Response to Account Tier for the correlating Account Tier.
  • If the Annual Online Sales is not present on the form, then use the Account Tier Matrix for the corresponding region.

Custom Fields

Assign & Task

Please Note:

ALL Hawaii leads (regardless of tier) still go to Mauricio, UNLESS it is a Live Referral, in which case it should be assigned to NORAM Regional Sales Ops.

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Partner/Affiliate

Basic Info

• Change status to “Partner/Affiliate”
• At this time, since you already have the website, TripAdvisor, and Social Media pages open, be sure to add:
  • Company name
  • Address
  • Contact info

Custom Fields

Assign & Task

PLEASE NOTE – if the “source” section is filled out in the bottom of the demo form, leave a note in Close saying “Source: ___” (I.e. Source: affiliate). Example can be found here.

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Web Developer

Basic Info

At this time, since you already have the website, TripAdvisor, and Social Media pages open, be sure to add:

• Company name
• Address
• Contact info

Custom Fields

Assign & Task

The vast majority of Web Developers should be treated as Potential Sales Leads.

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

International

Basic Info

At this time, since you already have the website, TripAdvisor, and Social Media pages open, be sure to add:

• Company name
• Address
• Contact info

Custom Fields

For a Sales Lead, add these custom fields:

For a Partnerships (P/A) Lead, add these custom fields:

Assign & Task

Unique Situations

• If the demo form states a country we work in, but the URL implies it operates in a country we DON’T work in (or we can, but they need a PayPal account), load the lead to reflect the URL location.
  • The International or PayPal email won’t send if the country chosen in the demo is a country we work in. For this reason, you will need to task the Manual Email Sender to either “Send the International email” or “Send the PayPal email” depending on what country they operate in. See country statuses here.
  • Change the status to International
  • Don’t assign or task anyone
• If the International or PayPal email DOESN’T send for any other reason, follow the above instructions.

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)

In Airtable:

• Write your initials and “International” (for instance, GC – International)
• Add the Lead ID into the correct column

Bad Fit

Basic Info

At this time, since you already have the website, TripAdvisor, and Social Media pages open, be sure to add:

• Company name
• Address
• Contact info

Custom Fields

Fielding Bad Fits

Reference the Bad Fit Training and the Companies We Will Not Work With help page to try to determine if the company is a bad fit.

Questionable Fit

• Load as a Potential Sales lead, regardless if the lead came through the partnerships or sales form
• Assign and task Regional Sales Ops: “Demo Request – Bad Fit?”

Obvious Bad Fit

• Leave a note containing only this text: BD_Badfit. This triggers a “soft-rejection” email to be sent from the Lead Generation Manager’s account.
• Open the Custom Activity dropdown Menu, then select Bad Fit
• Select the URL that is a Bad Fit
• Add the correct Sales – Bad Fit option
• Add a note explaining why the company is a Bad Fit

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Bad Fit Response

Basic Info

Copy and paste demo request from new lead into existing lead.

Review new company information and reference the Bad Fit Training and the Companies We Will Not Work With and determine if the lead is now a:

Good Fit

• Open the Custom Activity dropdown menu
• Select Dashboard Sales Status – Potential
• Follow the Potential Path

Questionable Fit

• Leave status as Bad Fit
• Update lead as normal
• Ensure Sales – Bad Fit is added
• Assign and task Regional Sales Ops

Obvious Bad Fit

• Leave status as Bad Fit
• Don’t update lead
• Remove Types if present
• If Sales Owner and Account Tier is present, fill out the Bad Fit Custom Activity
• Leave a note containing only this text: “BD_Badfit”. This triggers a “soft-rejection” email to be sent from the Lead Generation Manager’s account.

• If they respond to the Bad Fit email implying it’s a:

  • Good Fit – Assign & Task Regional Sales Ops
  • Bad Fit – Task Regional Sales Ops “Please send rejection email”

Custom Fields

Last Steps

In Close:

• In new lead, complete Task to “BizDev Department” (if there is one)
• In new lead, task “Please Delete Dupe” to Lead Gen Process

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Non-Distribution/Software Partnerships

Demo requests from Non-Distribution/Software Partnerships are handled the same way as Non-Distribution Tasks and require fewer custom fields.

Basic Info

• Change status to “Partner/Affiliate”
• At this time, since you already have the website, TripAdvisor, and Social Media pages open, be sure to add:
  • Company name
  • Address
  • Contact info

Custom Fields

• Ensure Sales-Owner is “Non-Distribution”
  • Should happen automatically when Software Partnerships – Owner is set to “Non-Distribution”, but good practice to ensure it’s correct
• Task “Demo Request” to the Non Distribution account.

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Difference between Partner/Affiliate & Non-Distribution Companies

• Partner/Affiliate: the website allows you to make bookings and it’s a company that sells/distributes activities and tours
• Non-Distribution: a partner that serves another purpose (waivers, marketing, accounting services) – it won’t be selling/distributing tours

Payment Processor / Spam

These will come in as a sales email.

• Do not forward the email to anyone.
• Do not create a lead.
• Go to the Airtable, mark your initials and that the email is not a demo request (i.e. “Lead Gen – Not a Demo”).

Incorrect Form Submissions

Live Customer Submits Demo Request or Wants a New Dashboard

Forward Demo Request to Support including:

• Link to the client’s Dashboard
• Client username, if available
• For New Dashboards, send them the link New Dashboard Submission Form
• Information on the situation, if available
• A nice Thank You message! :)

Task your Regional Related Lead Process Owner to delete the newly created lead.

In Airtable:

• Write your initials and “JM – Forwarded to Support”.
• Do not add the Lead ID

Support Tasks

Support sometimes fills out demo forms when a Live client calls in requesting something. When they end up in our queue, it’s our job to read through the comments and decide what the best course of action should be. Because these are for Live clients, oftentimes it will just be setting a task for the AM so they can walk through the solution with the client, but each scenario is different.

Duplicate: Potential

Basic Info

Copy and paste Demo Request from new lead into existing lead.

Custom Fields

Update the following:

Account Tier:

Sometimes the new demo Tier won’t match the Tier of the lead already in Close. When in doubt, use the higher Tier!

• This also applies to situations where online sales in the duplicate demo are $100K+, those should always be Tier 2.

Assign & Task

AE “Rules of Engagement”

These rules determine whether an AE is adequately “engaged” with a lead by keeping in regular contact with the owner. If they are, they should be assigned the Demo directly. Otherwise it should go through the normal assignment channels based on the flow chart.

• NORAM: Within the last 30 days, there’s a:
  • AE note that says “SPK”, “VM”, or “MSG”
  • Sent & Opened email (hover over mail icon to see when it was opened)
    • Email must have been SENT within the last 30 days. If it was sent 2 months ago and opened 5 days ago, that’s still not considered “engaged”.
• APAC: 45 days call, 45 days email
• Europe: 45 days call, 45 days email

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)
• In new lead, Task “Please Delete Dupe” to Regional Dupe Deleter

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Duplicate: Partner/Affiliate

Basic Info

• Regardless if there is a Dashboard or not, copy and paste demo request from new lead into existing lead.
• Task the FHDN Sales Owner or API Partner Owner assigned.
• If no one is assigned, task and assign Strategic Partnerships Operations.

Custom Fields

Assign & Task

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• In new lead, complete Task to “BizDev Department” (if there is one)
• In new lead, Task “Please Delete Dupe” to Regional Dupe Deleter

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Duplicate: Live Customer

Sales Lead:

• Do not edit, add, or remove any information from a Live Sales lead
• Fill out the Internal Support Request Form
  • “What kind of update needs to be made?”
    • Dashboard Update
  • “Would the AM like to be informed along with the client when these updates have been completed?”
    • Yes
  • “Describe the Request”
    • Copy/paste the demo email here
    • Include if the person who submitted the demo is a Registered Dash User (FH URL > Settings > Users & Permissions)
  • At the bottom:
    • FareHarbor employee name – Your name
    • FareHarbor employee email – demorequests@fareharbor.com

Last Steps

In Close:

• In new lead, task “Please Delete Dupe – Live Company” to Regional Dupe Deleter

In Airtable:

• Write your initials and “Fwd to Support” (for instance, “LG – Fwd to Support”)
• Add the Lead ID into the correct column

Duplicate: Former Customer

Basic Info

• Copy and paste the demo request from the new demo lead into the existing lead.
• Post in lg-backboard and tag Sales Ops to inform them that a demo request came in for a Former Customer.
  • Include:
    • Whether or not the lead is in a related group
    • If AM-Final Former Customer is present or not
    • Tier
• Wait for Sales Ops’s response, which will either be:
  • Build out a new lead using the demo that auto-populated
    • Tier should match the previous lead, regardless of new information
    • Status should stay potential and set a new opportunity
    • In the existing lg-backboard thread, post the new lead URL and tag Sales Ops
    • Add the contact information found in the demo form.
    • Contact information does not need to be carried over from the previous lead
    • If info is shared, leave an abbreviated BD_CS: note in both leads:
      • BD_CS: New lead for Former Customer
    • Set one task in the new lead:
      • Sales Ops – “New Lead for Former Customer”
  • No new lead needed
    • Set a delete task for Lead Gen Process in the lead that auto-populated
• Do not assign anyone, that will be handled by Sales Ops.
• For new leads loaded, Sales Ops will review and task the AE letting them know to submit related lead forms
• Note that we only add contact information for POCs and dashboard users who are not on “guides” permission levels

Update Custom Fields

Assign & Task

Last Steps

In Airtable:

• Write your initials and who you assigned it to (for example, “AB – Former”)
• Add the Lead ID into the correct column

Duplicate: Business Ended – FH Client w/New Owners

• Field the Demo Request as a new potential lead, using the Potential Path to Assign and Task.
• Leave a descriptive note in the new Demo Request lead (BD_CS if necessary)
• Task to regional Sales Ops, so they can determine whether special assignment is necessary

Duplicate: Business Ended – Never Live, or FH Account w/Same Owners

Basic Info

Copy and paste demo request from new lead into existing lead.

Update Custom Fields

Task and Assign

Last Steps

In Close:

• If the website is down, write “Website not live” in the Description
• Complete Task to “BizDev Department” (if there is one)
• In new lead, Task “Please Delete Dupe” to Regional Dupe Deleter

In Airtable:

• Write your initials and who you assigned it to
• Add the Lead ID into the correct column

Referrals

Referral with a Live status:

• Add the shortname in the Sales – Referral (Demo) custom field
• Set a task for the Regional Sales Ops: “Demo Request with live referral.”

Referral with a Potential status:

• Add “rnf” in the Sales – Referral (Demo) custom field
• Set a task for the Regional Sales Ops: “Demo Request with a potential referral.”
• Regional Sales Ops will investigate whether they will assign the demo to the same AE

Referral with a P/A status: (Come back here)

• Do not add the shortname to the Sales – Referral (Demo) custom field
• Instead add “rnf” to the custom field
• Do not task the Regional Sales Ops

Referral with a Web Developer Status:

• Add “rnf” in the Sales – Referral (Demo) custom field
• Set a task for the Regional Sales Ops: “Demo Request with Web Developer Referral.”

Unique Situations:

• If a referral cannot be located in Close or has a random name
  • Add “rnf” to the Sales – Referral (Demo) custom field
  • Do not set a task for the Regional Sales Ops
• If we receive a Demo Request with a referral, but the name generates many results in Close
  • Set a Task for the Regional Sales Ops: “Demo Request with unknown referral. Multiple results in Close. Please investigate.”

BD_CS Note

Biz Dev Contact Shared

In leads that share contact information, write a BD_CS Note in each non-Live Customer lead detailing what information is shared. Copy and Paste the note into the Description of each lead without the BD_CS pretext.

Please Note the Following:

• Explain the details about the connection. Answer the Who, What, When, Where, Why, and How questions that are applicable to the contacts shared.
• If the shared contact is between a large related group, only list the primary lead in the note. No need to copy the note into the description.
• If the lead shares a Web Developer, write the note denoting that the leads share a Web Developer and assign the lead to the regional sales ops. They should determine if the lead is assigned to the original Account Executive.

For Example

Note in Other BD_CS Lead

General Information

Form submissions

• Demo Form: potential client fills out
• Partnerships Demo Form: potential partners fill out
• Sales Request to Support (SRS) Form: a potential client, that doesn’t exist in Close, calls FareHarbor requesting a demo
• Support Task: a potential client, that already exists in Close, calls FareHarbor requesting a demo
• “For” Page Forms at fareharbor.com/for/[activity-type]: Example Form
• #IWTA Submission Form: companies can fill out to be added to I Will Travel Again
• Other forms:
  • G2 Demo Request: FareHarbor pays for referrals from G2 When Zaps fail, the forms are manually entered.

Sales emails and social media requests

• Potential client sends a sales email or direct message to FareHarbor

Open the “Demo Requests” tab in the BD Rippers Airtable and the Demo Requests FareHarbor Gmail account. Do not rely only on Airtable to complete Demo Requests. The Gmail account must be used in case the Airtable malfunctions.