How To Demo

Master this and sharpen your best weapon

WATCH THIS EXAMPLE!

Password: ripping123!

(To return to Getting Started, click here.)

Basic demo flow:

Talk about history of FareHarbor to show why we’re different – insider’s perspective (Founders took reservations for 5 months, etc.)

Do conversion analysis to show you know what you’re talking about and can help them grow their business. For more about how we help our clients grow, check out this blog post by our former CEO.

Show FH companies and example integrations somewhat similar to them

Explain Pricing

Show backend

Close the deal by giving POSSIBLE NEXT STEPS to show how easy it is to get set up.

It is often easiest to learn the demo with two monitors. Put the videos below on the second monitor and click along in the demo site on your main screen.

1) Login to our demo server here (using the password provided in your email)

2) Open FH Adventure – The dashboard we use for demos is “FareHarbor Adventure” which you can select from the dropdown (or after you’re signed into the demo server, you can just click this link directly to the FareHarbor Adventure dashboard.

3) Read through this help page for more information on Demo Etiquette. It is VERY important that you learn and execute these best practices. The entire sales team demos in this dashboard, so it is important to keep things neat.

3) Gain access to demo videos:

• Trainer will assign you the “How to Demo” lessonly
• You will have access to the Base Demo Video and Pricing Pushback videos

4) Watch these videos often!

5) Learn the demo: The next part is all about how you learn best. Most people put the videos on a second monitor and click along in FareHarbor Adventure.

Here’s the basic rundown:

• The first video is the “base demo” which is the shortest demo you would want to give. It is simple and will close 70% of companies. It’s just enough to show value, establish trust, and close the deal (Transcript below, compliments of Chelsea Love).

• As you learn more about functionality, it is important to use your judgement and information that you receive from perspective clients to focus your demo on what the customers will actually use. You would not want to bring ALL of these features into EVERY demo, because FareHarbor is very expansive and you do NOT need to show everything.

• Demo’ing FareHarbor is not simply showing features… you have to be a surgeon. What do I need to show/say to show value, establish trust, and show ease of setup? More is not necessarily better. Often times, it is worse. Be mindful. Think about who you are demoing. What do THEY need? How will FareHarbor work for them. The more you can get in their mindset and understand their needs, the better you will do!

6) Pricing

• Pricing Pushback “Homework”

Credit Card

Alright so right here is a great spot to talk about FareHarbor’s pricing. So what’s awesome is that we never charge you a monthly fee, startup fee, or cancellation fee. The only thing you ever pay to use FareHarbor is the credit card processing rate. What we do is bundle together all of the clients we work with to qualify for a really low rate/industry low rate, and just pass that along to you guys at cost. So you’re getting a rate that would normally only be available to someone processing 15-20 million dollars a week. So that rate that we’re able to provide you with is 1.9% + 30c per transaction, which is for any kind of credit card, and like I said that’s the only thing you’ll ever pay when using FareHarbor.

Other things you can throw in:

• Previously we were at 2.25% + 30c/ transaction, but due to our volume we hit a new tier that allowed us to qualify for a lower rate. So what’s exciting is that the more FareHarbor continues to grow, the closer we get to being able to pass on an even lower rate.
• So I’m not sure if you know the rate you’re currently getting now (pause, to see if they’ll tell you their rate), but ya so we typically save people quite a bit right off the bat with this rate. Often times people are getting hit with some fees at the end of the month that they don’t even know about, and we’re able to offer you this blended rate without any extra fees.
• We also initiate a next day direct deposit into your bank account. So you can see exactly when that has been initiated, when it has hit your account, and that credit card fee is automatically taken out for any credit card transactions.

Booking Fee

So how FareHarbor makes money is when we are able to help you convert sales online. Like I mentioned earlier, we are all about increasing your online conversion rate, so we figured rather than charging $10,000/month, we put our money where our mouth is and only make money when we’re able to secure you customers. So anyone that calls, walks up, shoots you an email to book directly through you, they will only ever pay your ticket price. Customers that don’t want to call and just want to easily secure that booking at night or while they are at work, those customers will see this “taxes & fees” line here. So that “fees” portion is FareHarbor. We charge a 6% convenience fee ON TOP of your ticket price DIRECTLY to the online customer. So when FareHarbor was starting we tested that percentage down to 2% up to 10% to make sure it had no effect on your online conversions. Since this is the only way FareHarbor makes money we wanted to ensure that this was still going to allow us to help you increase your online sales, while being able to provide you with a full suite of services like 24/7 US-based support, ongoing conversion analysis, free website consultation and building, things like that. So, if all of that sounds good to you we can jump right into the back end of the system so you can see what you would be using for your day to day operations.

Other things you can throw in: IF THEY ARE ON A CHEAP MONTHLY FEE:

• You know, companies that are charging just a monthly fee really don’t care how many reservations you’re getting, they are still getting that same amount each month. We really wanted this to be more of a partnership where our incentives are aligned so that we’re only successful if you are successful.
• So, at the end of the day, basically you’re getting a best in class software, at no out of pocket expense, and no detriment to your business.
• So, for example, something that I kind of like to say, if you only had phone bookings, and we weren’t ever able to secure one online booking for your Mr. Midnight, you would never pay a dime for the software.

7) Own it! You will be giving this demo to an inbound lead in the next couple days. As soon as you feel like you know when you’ll be ready, let your trainer know. Inbound demos to new hires will not be given the first week.

8) Give a real demo! For your first few demos, make sure you are prepared. Have an outline of your demo ready to go including example FH clients to know, what features you’re going to share with the client, possible pricing pushback, etc!

Other Ways to Practice your Demo

• Watch and listen the demo video as often as possible
• Write out your own script/ outline to read over at your leisure
• Grab a fellow trainee and practice with them
• Practice saying the words of the demo out loud during your commute to work
• Ask a Senior Account Executive if they have any demos during the day that you could listen to. Take notes on how the SAE approaches the demo.

Tyler’s Outline (Chelsea’s transcript below): here

Transcript: What I thought we could do is chat a little bit about FareHarbor, a little bit about (company name) and see if we aren’t a good fit, sound good?

Alright cool, so basically, to kind of talk about the history of FareHarbor, kinda how we got started, kind of a cool story, our two original founders actually took reservation calls for five months before a single line of code was written for FareHarbor. So it’s kind of very unique in the software space in the sense that a lot of the back end functionality you’ll see is really best in class; because they lived it, they felt it. So a lot of the stuff we’re going to see on the back end is a unique perspective that you probably haven’t seen from any other software out there. But we’ll get into the back end and how it’s so kick ass there.

But in terms of the front end, what we’re going to talk about is basically what we live and breathe and it’s basically conversion. So conversion, is kind of a new little internet science if you will. Everyone’s been talking about it the last five years. But basically conversions and conversion rate is explained like this, so, for every 100 people that you have on your website, let’s say you get like one or two bookings, ok? So that’s a 1-2% conversion rate. K, and I know you probably know this but you know it’s good to go over. 1or 2% conversion rate, let’s say that’s standard, what we shoot for is maybe like a 4 or a 5%, 6 or 7%. And the way we do that is by really looking at the data. What we’ve learned is that there are two main things that lead to conversions or the number of conversion you get per visitor. So.. (switch to client website)

What we’ve found…So here’s your website right? Ok Cool. So basically, the two biggest things for conversion are trust and ease of checkout.

Ok, so trust is kind of like okay you know you have a great trust right now. You know you have really nice photos, you can see that this is a reputable business, nice little logo here, um it’s a modern business. You know, like you’ve ever been to a website with like a broken image link, it feels kind of sketchy. You know, that’s what we’re talking about with trust. So you’re doing a great job with trust.

Then the other one, is the ease of checkout. Okay so ease of checkout is just, you know, is it simple for them to book right then and there in the middle of the night. Someone we kind of like to think about is someone we like to call Mr. Midnight. K, so Mr. Midnight is this person you know, in the middle of the night, it’s like a Thursday, they’re looking to come with you on the weekend. You know, it’s like 11:45 pm, they’re looking to book, but you know, they’re not going to call in, because it’s 11:45pm, but we want to make sure that Mr. Midnight is able to book in the middle of the night. And that’s what we’re really, really good at. You know, cause at the end of the day, people on are your website for a reason. Okay, so they’re going to be on your site either because they got a great recommendation, they found you on the internet, through a review site. You know, they saw you on trip advisor. And so, they’re on your website from trip advisor, you came with a great rating, you have a great trust factor. And so what we would hate to have happen as a reservation company, is that the reservation process, the ease of checkout, is actually what hurt that booking process.

So, what we like to do, is a little, you know conversion analysis. This is what we do for all our customers, and this is an ongoing thing that we do with all of our customers. I’m sure you’ve done this a million times, but we like to go through as a person who, this is the first time they’ve been on your website.

Okay, so I’m here, I’m looking to (activity) this weekend. (Summary of info on site, etc.) So right away, etc etc. (Go quickly through the process, touch on whether above or below the fold. Things that will hurt conversion, offsite checkout, having to email to reserve time, etc.) First off, a few things we would move. What you’ll probably see a lot of people calling this number, etc.

What we’ve actually found is anywhere from two to four options is the best for conversion. Something I might recommend, is that there’s no real clear winner here, and so something that we’ve found is really showing your customers what to pick, you know. They’re on your website for a reason, they got a great recommendation, they’ve never been (activity) they don’t really know the difference between these. So what we also kind of find works really well is kind of setting, kind of a most popular, or tell them with the pricing . For example, if you want them to do (example activity) over price the other ones and underprice the popular one a few dollars. So they know what to pick. The biggest obstacle for conversions also is indecision. So they don’t know what to do, so they pick nothing. And this has been proven again and again in online conversions, and other tests as well.

So, let’s say, I want to do (activity). Etc. So first of all what we’re going to see here is we just got taken offsite. And so it’s been well documented with our clients, and also throughout the internet that offsite checkout is going to hurt your conversions. And so, when you’re url changes, that’s gonna change, kind of their feeling of trust. While (PayPal, etc.) is a very reputable brand, you know, a lot of people, you know, even in this day and age are not familiar with PayPal. You know, they might think, is this really still (activity), you know what happened to (activity).com. And as you can see, your url changed and you were taken to a new page. Um, so you’re going to see a drop off there. When you check your google analytics, you’re probably going to people just come back to the main site and call. Which is really fine, for that 1 or 2%, and so that’s the biggest thing is that you’re probably getting one or two out of every 100 people visiting your website, and it doesn’t matter if you’re on fare harbor, if you’re using PayPal, if you’re using any of the competitors, you’re going to get those 1 or 2 out of 100. Because they are dead set on going with you.

What we’re really good at, is for those people who are either on the fence, or you know, Mr. Midnight, but you know, let’s keep going through.

K, so (keep going through current system). *What we’ve found, is that when you don’t present a time, and a date, they’re not really getting that live confirmation, and you see a drop in your online conversions.

(For PayPal only) Okay, so with checkout, it asks for an email address. Another thing we’ve found, in testing this, with making an account, a guest account, not everyone has an account here. So it’s going to prompt them to set up an account here. Yeah, so you see here.

So what I’m looking at is that obviously, the 1 or 2% are going to check out, but what we find with fare harbor, is by shortening that time, so that the minute they make the decision to book, it’s clear and easy, and very seamless. And that the booking process is the most frictionless action in their decision. Okay?

So let’s just take a look at some different fareharbor customers. So this is (activity). So right when you’re on their website, these are the options. We have a few different ways to imbed the calendars and I’ll show you a few different ways. You can put a calendar right in. We’ve found that calendars work, familiarity is a great thing in terms of conversion. People are familiar with calendars, they understand what they mean. By showing the price, okay, I want to go this friday, gonna click on that.

It’s going to pop right into a light frame. And these are good, kind of small things, and most people don’t notice them. This is what we pine over daily. Just to make sure that we convert the highest number of online visitors into customers for you. And thus increase your conversion rate. So as you can see the outside of your website is going to darken. Okay, little things like that. Focusing their attention in the center. The center is the day that they selected. And so as you can see we’re staying on their url. Okay, so all that good trust factor is all carried through. Even though they’re going through a fare harbor booking form, we’re capitalizing on all that good trust that you were able to instill with their website, and any sort of recommendations that you’re online visitors had when they arrived on your website. So, as you can see here, we’re going to select a time, it’s very clear. And as you can even see, little things like this, you know, one left, five left, these are options that you have. Um, you have the ability to do. You know they have I think 12 spots. You can set it for anything under you know 5, you can have it show, how many left. You know, just little things like that, and we can get into that later. (All with in booking light frame for specific time and date) *Customer type But, as you can see, they pick their time, 1 o’clock, and right now, this is where you can see the customer type, okay, and you can set up your customer types in anyway. The different heights. You can even set it up just passengers and observers. You can take anything off, this is completely customizable here. But as you can see we are walking them through the process. So they have only one thing they can do, select the number of people. So, we’re qualifying it a little bit, How high it is, and a time of how long they’re going to be in the air. It helps them along with a little of the decision. (quick overview of customer type) Really help them through the booking process. (Pick customer type) (customer specific customizations) And this is where you can customize it further still. The base price here of xyz plus a fuel surcharge of 3 a kind of way to bring their price up without hurting their conversion. This is where they can accept groupons, but all of this can be customizable but we’ll talk about that in a second. (Scroll to payment area). As you come down here you can see, even coming in here entering in the credit card, having this light up, all of these little things, will increase the conversion rate ever so slightly. And that’s what we’re working with constantly.

**While we’re here, we can talk about the FareHarbor pricing. So, the only thing that you ever pay, for Fareharbor, is the credit card rate. So, what we do, is actually, we’re the largest reservation company in Hawaii, soon to be the largest reservation company on the mainland. What we do is we bundle all the customers together to qualify for a really low credit card rate, by bundling everyone together. We then pass that rate on to you. Whatever we’re able to qualify for. So for the past year or so, it’s been 2.25% (pause) and 30c per transaction. Okay, and that’s what’s published on our website. But since it is based on how well we do on our volume, we actually hit a new volume tier recently, and we got a call from our merchant services partner, and we hit a new volume tier because of our growth so we were able to offer 1.99% (pause) and 30c per transaction. *Which, I’m sure you know, looking over your credit card rate, you know with PayPal right now you’re probably paying 2.99% and 30c per transaction, so we’re looking at a full percentage rate off your entire bottom line. (PayPal specific). That’s an incredibly low rate, you know merchant service providers hate us, cause we’re basically taking, their profit out of the game. That’s a rate as if you were processing anywhere from 2 to 5 million dollars a month. You’d be doing really well with that.

Alright, so since that’s our cost, the way Fareharbor makes money, is for online bookings only, you know for example, Mr. Midnight, in the middle of the night, when we’re able to convert that sale, what we do is we put a small, additional convenience charge of 6% down here in taxes and fees. Okay, and that’s in addition to your ticket price. So we put that in there, it’s a 6% online booking fee, (pause) on top, (pause) and we have tested this down to 2%, put to 10%, we did a bunch of testing at the onset, and there is absolutely no affect on the number of bookings you get, based on our fee. So we’ve found this really kind of great way, to provide you with the best in class software, entirely free. So this doesn’t cost you anything at all. So when we were deciding how to price fare harbor, it’s enterprise level software, we could charge anywhere from 10 to 25k a month for Fareharbor, but we said, you know what, let’s put our money where our mouth is. If we’re really that good at online conversions, then let’s only make money when we’re able to secure online business. So, for example, something that I kind of like to say, if you only had phone bookings, and we weren’t ever able to secure one online booking for your Mr. Midnight, you would never pay a dime for the software. We’re basically partnering with all of our customers, and we only make money when you make money. So basically, we don’t work with everyone, we dedicate a lot of resources into our services. We have 24/7 U.S. based support, we really really invest in all of the companies we work with. If we decide to work with you, that’s all it ever is. There’s no upfront costs, there’s no contract, and you know, we’ve never lost a customer(?), so at the end of the day, basically you’re getting a best in class software, at no out of pocket expense, and no detriment to your business. So, let me just show you a couple more of our calendars.

(Go to additional example)

So this is our large calendar. So that was a small calendar embed here, this is the large calendar. (take time to determine quick idea of schedule and availability, and how it would work with the calendar). Okay cool so you have (XYZ) availabilities a day, this large month view would work . This small embed is better for like sailing charters that only go out a few times a day. Because you know if you had ten a day it would get really busy.

Just to show you (example company) again, just a few other options. Some cool quick things I’ll show you, is our light frame, which is that pop-up. But, if you’re at the beginning of the website, and you have multiple activities, I know you just have x, you can click, book now, and actually show the different items you have. (Browse by activity option.) You can actually select the activity and go into the calendar from there. Another quick option. But you can basically pull that light frame from anything. So on your website, what we would want to do, is on the homepage, if someone wanted to click tickets, you can actually pop them right into the calendar.

Okay so cool, basically, that’s the front end. That’s your online customers. But once those bookings come in they’re going to go into your back end. And this is something only you and your employees have access. And this is what that would look like. So this is your back end. You can access this on your computer, on a laptop, on an iPad, on your mobile phone. We’ll show you what the mobile capabilities look like. But this is, this is the month view. So you’ll be able to see what’s going on in the month. This is all your different availabilities, going to show you how many spaces you have, if you’re taking phone bookings, you can put them right in here, and this is your back end. So, anything you put in here, we don’t make a dime on, there’s no online convenience fee, it’s only on online bookings that we charge that. This is all, all free.

Just to show you some quick functionality. This is our little, I like to call it our live feed. If you click this button up here in the right, it’s going to show you all of your recent bookings. This is basically the pulse of your business. As the business owner you can kind of see, what’s going on. You can see online bookings coming in, you can see your different employees making bookings. (Pause to ask about employees taking calls). *You can even see if one is performing better than another, on back end reporting later. But this is kind of the pulse of your business.

And just to show you on mobile, (Ask about phone while tightening screen). So on your iPhone this is what it would look like every single day on mobile. So you can actually kind of take, you can have all the same kind of functionality on mobile, on your phone.

So, as we kind of come in here (go back to full screen) let me just show you a couple different use cases, so for example (booking on live feed) booked online x number of minutes ago on this (time) (name of activity) (Day and date). So what we’ve found, before any of this was built, is that you know, a lot of reservations get shuffled around. And this is born out of our two founders, actually you know, taking reservations, and having to rebook people. Calling up and saying, actually, you know, I’m going on friday, can I actually go on thursday? So this is a major functionality. Just like, little things like this, that really don’t make us any money, but show that we absolutely have best in class back end functionality. So let’s just go ahead and take a quick example. So William called up, William Franklin, and says, “Hey, I just uh booked online, you know, I need to change my time, this is William Franklin, hey william. Yeah you’re coming with us on the 20th, what’s up? Yeah I need to change my time, I actually need to go Friday the 19th. Okay cool, I’ll just rebook you. You’re coming with us the 20th, you want to come the 19th. (Going through the rebooking process). Cool, so still 2 adults 2 children Cool, so we’ve got you rebooked.”

It’s as simple as that. Taken from the old one, put into the new one. If William was to say, “Actually, no no no I’ve changed my mind, one less child.” Okay, so if someone says, you know, one less XYZ, you can click Add or Remove. You can say yup, okay cool, just change to one child, we’ll rebook you there right away. And then he’s overpaid by 48, we’ll refund him just that 48.

Or if he says, you know what, I actually need to add, instead of losing a child I need to add one more, I’m sorry. (Add child, hit rebook). You know how people are. So I’m going to rebook them, add another child, so it’s two adults, three children, now he owes 48.47. But since all of the credit card information is stored, and saved in fare harbor, you can simply just click, add payment, charge that on file. This is going to turn green for you showing you that he’s all paid in full. And you would also see that when he’s arrived, that he’s paid in full.

One more quick thing, since the credit card information is stored on file, another cool thing that a lot of our tour operators love to do, is this is what it looks like on mobile. So you can actually have you’re captains (you, employees, etc.) kind of say right before, hey william, listen, you’re coming up with us on the (activity) you’re only here once, etc. let’s (upsell). You can do, you know, blah blah blah upgrade, charge him an extra whatever, right there on the tour, will that be taxed or untaxed, and then right there on the tour you can add payment. So you basically have a running tab. So a lot of our tour operators use that for upgrading or upsetting. Photo packages, etc. You know, all of that, while they are on the tour, basically have a running tab. (Move back into full screen). No money needs to pass hands. It’s a beautiful thing.

So a couple of other cool things, you know, since they’re right there. You can also do a new booking for them. If William, either on the phone, or computer, you come to the end, William says he wants to come back tomorrow, I’m going to bring someone else. Just click new booking for this customer, all that information is saved and stored you can just go ahead and book him right up. Right?

And then last little thing I want to show you, right here, is just, kind of you know the emails that go out automatically. My three favorite emails, are the three automatic emails that we send. So first of all we’re going to send them a booking confirmation, the second that they book with you, whether they’re online or over the phone with you, or even in person. So it’s going to have any sort of additional information, your logo on the top, when they’re coming with you, and you can embed photos, little maps, any of that right in there. In addition we’re going to send a reminder email, 24 hours before, and then we’re also going to send a follow up email, 24 hours after. You can toggle on or off, any of your different review sites, Facebook, this is going to really help boost social engagement, and or your review sites, and how many reviews you’re getting. So if you don’t like Yelp, and you just like TripAdvisor, maybe just go trip advisor Facebook, but you can toggle those on or off. So those are really cool.

So that’s just kind of a quick overview of fare harbor, the amount of functionality, the daily manifests and check ins are intense, the reports, are you know are top of the line.

So, just to kind of let you know what possible next steps are. If you felt good about it, basically we would chat right now. I would understand your entire availability, so we would talk about all the different times you go out. We would really understand your entire set up. Then I would get in touch with our 24/7 U.S. based support and on boarding team, they would build out your dashboard, and then so we would make a custom dashboard, just for you, and then in about a week or so, we would have your training, and so basically you, or any of your staff, would get fully trained up, on fare harbor, and on your specific fare harbor dashboard. I’m sure there’s going to be a couple little tweaks, you know what, actually, I want to do an upsell, you know, when someone’s checking out. For example, a quick little example on snorkel pr, is that they’ll actually do a little upsell in their online book form. So when someone’s checking out, you could say, yeah, add a photo package 15 bucks and it modifies the pricing in real time. So those types of things we will typically tweak for you, during that training if you say you know what, yeah, Max mentioned a photo package, we want to add that, we can tweak that. But basically then, we’ll train up you, and your one or two reservationists, and anyone else that needs to be trained on it. And that initial training lasts anywhere from 45 minutes to an hour, to two hours if you like, we can go really deep, but then you basically have that 24/7 U.S. based support to help take this live on your website, and then give you any additional training that you my need. For example I know that your season really doesn’t get ripping until you know about May, if you had three or four people coming on in May, we could do additional training, it’s all free, there’s no additional costs, no set up fees, no contract, and basically we’ll build this all out for you, and get it up on your site. So if you’re feeling good, that’s what the possible next steps go. So what are you feeling.