Summary
The Seasonal Site Sales Policy is designed to effectively manage the process of attracting, securing, and retaining customers who wish to rent sites on a seasonal basis at participating Spacious Skies Campgrounds. This process outlines the steps and strategies to ensure a smooth and successful seasonal reservation process, enhancing guest satisfaction and loyalty. It also provides a structured approach to managing these seasonal site rentals, allowing us to maximize occupancy, rates and foster long-term customer relationships.
Approved Seasonal Camping Unit Criteria
Camping unit can be no more than 10 years old
Requests to bring in camping units older than 10 years of age must follow these steps:
Customer must email 4 photos (one of each side of the camping unit) with all slides out to the CSR that they are working with
Photos are delivered to the General Manager
General Manager OR Regional Director will review the photos to ensure that the unit meets our standards
Customer will be notified of our determination within 24 hours of receipt of photos
Standards for units older than 10 years of Age
Exterior must be well maintained and MUST NOT show any of the following
Chipped paint
Fading
Rust or Corrosion
Broken Windows
Broken Window Coverings
The roof and seals must be properly maintained and show no signs of wear and tear in the photos.
Inoperable Slides
Contacting Spacious Skies Campgrounds
To inquire about seasonal site availability, our guests have two convenient options:
Via the Website: Potential guests can easily reach out through the campground's website, where they can find contact forms, email addresses, and additional information.
Online contact forms will be delivered directly to the Camper Care Team.
Contacting Our Onsite Team Directly: Guests can also directly contact the onsite team for assistance with the sales process via telephone or in person when they are onsite.
Lead Tracking
We utilize a Customer Relationship Management (CRM) program housed within our reservation software to track seasonal interest. The following is the process and policy for adding and managing customer information within the system. These steps apply to all Camper Care and Onsite team members (Customer Service Reps – CSR's) who interact with a potential seasonal guest.
A customer contacts SSC, using one of the above methods, expressing interest in a seasonal site.
Team Member immediately searches the CRM to see if the guest has been previously set up. If not, move to the next step.
Guest information is immediately logged into the CRM by the team member who interacted with them by utilizing the online form
Date
Guest Name
Telephone Number
Email Address
Mailing Address
Campground they are inquiring about
How did the customer hear about us?
Are they currently seasonal campers?
If so, where?
Why are they looking to make a change
Have they stayed with us before?
If so, where?
If so, when?
Year of Unit (year of mfg)
Size of Unit (length of camping unit)
Type of Unit
Travel Trailer
Toy Hauler
Fifth Wheel
Class C
Class A Motorhome
Destination Camper
ETA for arrival as a seasonal guest
NOTE: Arrival dates would be in-season
Coordination for new seasonal guests wishing to drop their unit off before opening day would be needed with the onsite team.
Guests wishing to drop off during the off season are subject to paying the full winter storage rate
Detailed notes are to be left in the comments section including the date and the initials of the CSR interacting with the customer.
EXAMPLE:
8/22/2024 - Spoke with Alice Smith regarding her interest in joining us as a seasonal guest at SSAP for the 2025 camping season. She has stayed with us previously at SSAP and really enjoyed her time. She and I reviewed the seasonal rates, the reservation process, and the map and discussed the sites available. She is interested in site #5. She needs to speak with her husband and asked me to send her a seasonal package to review. I emailed a sample package as soon as we hung up. I told her I would contact her within the next couple of days to follow up with her and invited her to call us with any questions she might have.
This is where you will fill in site tour information and any intercompany communication as well.
EXAMPLE:
8/23/2024 - Coordinated with onsite team and scheduled an onsite visit to Woodland Hills for 2:00 pm on 8/25/2024. Meeting with General Manager
Set follow-up date in the calendar and ensure that notifications are turned on.
Set a notification for the next scheduled follow-up.
Inter-Company Communication
Communication Flow Camper Care/Onsite Team
Camper Care receives Information Request Form
Enters customer info into the CRM and makes initial contact
Ensures that the customer’s camping unit meets company guidelines as described above
Supplies Customer with the following
Campground Information
Seasonal Rates
Available Sites
Sample Site Agreements upon request
Updates CRM with notes
Notifies onsite Team that they have a Hot Lead
Customer Requests a Property Tour
Camper Care Rep notifies and works with the General Manager to schedule a time for the customer to tour the property
Once the tour is scheduled, the customer is handed off to the General Manage for next steps in the sales process
GM contacts the customer and introduces themselves
Confirms the appointment
Customer Books their Site During the Property Tour
CSR ensures that the customer’s camping unit meets company guidelines as described above.
Onsite team member sets the reservation
Emails the seasonal packet to the customer via NewBook
Signed contract and Guest Information Form is received from the customer
Onsite Team Member collects the initial payment.
Customer profile is documented and closed out in CRM
Onsite Team Member notifies Camper Care
Guest Name
Site Number
Announcement made via All Seasonal Sales Chat on Teams
Customer is Ready to Book at First Contact with Camper Care
CSR ensures that the customer’s camping unit meets company guidelines as described above.
Camper Care Rep sets the reservation.
Camper Care Rep requests a Photo of the camping unit to ensure it meets the Spacious Skies standards.
Emails a Seasonal Packet to the customer via NewBook
Signed contract and Camper Information Form is received back from customer
Camper Care Rep calls the customer and collects their initial payment.
Camper Care Rep sends a message to the General Manager notifying them of the following
New Guest Name
New Guest Site Number
Camper Care Rep announces Seasonal Sale Via Seasonal Sales Chat on Teams
Timeline for Follow-Up
Timely and consistent follow-up is imperative to our success with our seasonal sales initiative. What follows are the company’s expectations for frequency and type of follow-up with all customers. All follow-up efforts must be documented within the comments section of the CRM. All customers should have at least 7 touchpoints before closing them out as a Stale lead.
All telephone and emailed inquiries are to be responded to within 24 hours of receipt either by telephone or by email if a telephone number is not available.
No Answer to telephone call – Introductory email is to be sent via Outlook
1st Telephone Interaction
Thank you email and any requested documentation are to be emailed the same day.
Set follow-up call for 72 hours
Close out lead if customer indicates not further interest
72 Hours – Contact customer via their preferred method of communication
Set follow-up call for 5 days later
Day 9 – Contact customer via their preferred method of communication
Set follow-up for 5 days later
Day 14 – Contact customer via their preferred method of communication
Set follow-up for 5 days later
Day 19 – Contact customer via their preferred method of communication
Set follow-up for 5 days later
Day 24 – Contact customer via their preferred method of communication
If customer has not responded to any of the follow up efforts, the lead should be closed out as “Stale”
Closing Out Leads in the CRM
Leads should only be closed out if the following has occurred:
The customer reserved a site, returned their paperwork and paid their deposit.
Reason: Sale
The customer has stated that they are no longer interested.
Reason(s) Price; Went Elsewhere; No longer interested
It is important that we expand upon the reason selected in our notes within the Lead Tracking system.
The customer is non-responsive. This can only be utilized after 7 points of contact have been made with no response.
Reason: No Response from Camper
And last, but not least of all, CELEBRATE YOUR WINS! Make sure that you shout out your closings on the Seasonal Sales Chat in Teams so that the entire Cosmic Crew can join you in a CELESTIAL CELEBRATION!! GO TEAL TEAM!!!
Cosmic Camper Referral Program
Summary
A guest referral program is a strategic marketing approach designed to leverage the enthusiasm of existing customers to bring in new guests. By encouraging current patrons to refer friends or family. Spacious Skies Campgrounds can provide rewards and incentives to foster greater brand loyalty but also harness the power of word-of-mouth recommendations. Below is an overview of Spacious Skies Campground’s Cosmic Camper Referral Program.
Incentives
Incentives in a guest referral program will vary depending upon the type of referral which have different levels of value, effort and engagement. These incentives may also change to align with the specific nature and success of each referral and the seasonality of the property.
Marketing The Program
Email Campaigns:
Objective: Remind current guests about the referral program.
Action: Send regular emails, especially following positive experiences (e.g., after themed weekends or special events).
Content: Highlight program benefits and share success stories
Social media:
Objective: Increase awareness and participation in the referral program.
Action: Post content showcasing the simplicity of the referral program. Share testimonials from satisfied campers who have benefited from the program
Platforms: Use Facebook, Instagram and YouTube for maximum reach.
On-Site Promotion:
Objective: Encourage guest participation through visible reminders.
Action: Display posters and flyers around the campground. Train team members to verbally remind guests about the referral program during their stay.
Website Promotion:
Objective: Inform visitors about the referral program.
Action: Feature the referral program prominently in the “Current Specials” section of the website.
Open House Event:
Objective: Actively promote guest referrals.
Action: Select a date and time that works well for your target audience, preferably a weekend or holiday to maximize attendance.
Duration: Plan the event to last a few hours. Provide ample opportunity for guest interaction.
How It Works
Referral Process
A current guest refers a friend or family member to book a seasonal or monthly stay at one of our participating campgrounds.
Documentation of Referral
Referred guest provides us the name of the referring guest upon their initial call or visit to the property
This information MUST be documented in the reservation software:
Under the referring guest’s reservation
Under the incoming guest’s reservation
Booking Confirmation
The referred guest completes their booking
Incentives for Referring Guests
For Seasonal Stays:
Referring guests receive a campground credit that can be used for:
Site Fees
In-store purchases
Electric Bills
Seasonal Stays
Receive a campground credit to be used for in-store purchases, electric bills, seasonal or monthly fees
NOTE: Incentive will be applied once the new guest’s account is paid in full
For Monthly Stays (Reservation must be at least 60 days in length):
Referring guests receive a campground credit that can be used for:
Site Fees
In-store purchases
Electric Bills
Seasonal Stays
Referring guests receive a campground credit to be used for in-store purchases, electric bills, seasonal or monthly fees
NOTE: Incentive will be applied once the new guest’s account is paid in full for the 2-month reservation.
Terms and Conditions
Eligibility
This program is applicable only to new customers.
Referral Documentation
The referred guest must provide the name of the referrer during their initial call or visit to the campground
Account Status
The referring guests account must be in good standing to qualify for the incentive
Incentive Application
Seasonal Stays: The Referral incentive will be awarded only after the new guest’s account is paid in full.
Monthly Stays: The referral incentive will be awarded after the new guest completes the 60th day of their stay.
Limitations
Only one referral incentive awarded per transaction