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Following up the proposal is as important as making one. The DMC consultant must set follow-up dates for each proposal and on these dates check with the prospective client on the result of his proposition.
Some-times the proposal has been accepted by the Corporate user but the Incentive House planner pressed by other urgent matters has not come back to the DMC to confirm the programme. More often the proposal has not been accepted or the destination not chosen but unfortunately the planners do not advise the DMC. The DMC is entitled to know why his offer was not accepted and he should go back to the client politely requesting the reasons of non-acceptance.
The reply can help the DMC in his future marketing plans, therefore he should know the reasons of refusal which could be:
- Another destination was chosen. If yes which one?
- The rates exceeded the budget.
- The proposal was not creative, original or attractive.
- The offer was not submitted in time.
- The competition made a better proposal.
- The IH lost the business to another competitor.
- The corporate client cancelled the programme.
The approach of following up can be made by a personalised or standard document or by a phone call. If the client does not respond within the given time, the DMC after giving a last warning should feel free to cancel all options he is holding for this programme.
If the client responds positively and shows interest in the proposal a crucial step has been made which could lead to obtaining the business if the DMC consultant keeps handling the file with the same attention he handled the original offer. During this process and until the confirmation the DMC should be:
- Responsive to the client’s questions and requests
- Respond in time and with efficiency
- Be concise, precise and available
- Be flexible with changes of programme and budget
- Be resourceful and patient
- Provide technical specifications and elaborate furtherOvercome obstacles and provide solutions
- Maintain or improve given costing
- Establish a cordial collaboration and personal relationshipKeep the same account executive on the file.
It is very likely that during this stage the DMC consultant will still be in competition with another local agent and his attitude during this stage will weigh heavily for the final decision.
At the next issue: Planning (Inspections trips)
© Tasso Pappas CITE
Tasso Pappas was President of the SITE Greek Chapter 2006-2010 and served as President of SITE Intl. in 2000. This article is an extract from his book “To be or not to be a DMC” which he wrote in 1996 as his thesis for the certification as CITE (Certified Incentive Travel Executive). More information about Tasso Pappas you can find at http://sites.google.com/site/tassopappasconsultancy/
Contact: tassopappas@otenet.gr
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
