In this tutorial, you'll learn how to identify people who started booking through Book That In but dropped out before completing payment - so they never made their booking. 


Reaching out to these individuals can be an effective way to recover lost bookings, especially if they were simply distracted or had unanswered questions during the process.


Following this guide on a regular basis (e.g. weekly) allows you to check in with potential clients and offer assistance that might encourage them to complete their bookings.

Video Tutorial




Step-by-Step Instructions

Step 1: Log in to Book That In

  • Go to the Book That In website and log in to your account.

  • Navigate to the Clients area. You can do this by:

    • Clicking the shortcut on the dashboard, or

    • Going to the Business menu and selecting My Clients.

Step 2: Export All Client Data

  • In the Clients area, click Export at the top right-hand corner.

  • Choose the All Contacts export option (it’s the top one in the list).

  • This will download a spreadsheet containing your full client list.

Step 3: Open and Review the Spreadsheet

  • Open the downloaded spreadsheet in Excel (or another spreadsheet application).

  • The file includes detailed information about each client, with a row for each client, including:

    • Number of bookings (Column H)

    • Total spend (Column I)

Step 4: Filter for Incomplete Bookings

To identify potential dropouts:

  1. Click the row containing the column headers.

  2. Go to the Data menu and enable filters.

  3. Click the drop-down arrow in Column H (Total Bookings) and select 0.

  4. Do the same for Column I (Total Spend) and select 0.

This filter will display contacts who started booking but didn’t complete payment or those whose bookings were cancelled and refunded.

Step 5: Investigate Each Case

To determine which contacts are genuine dropouts:

  1. Copy the email address of one of the filtered contacts.

  2. Return to Book That In and go back to the Clients area.

  3. Click the filter icon and paste the email address into the Email field.

  4. Click Filter to bring up the client record.

  5. Click on the client’s name to view their profile.

    • If you see 0 bookings but a cancellation listed, this person booked and then cancelled.

    • If there are no bookings and no cancellations, they abandoned the booking process and are a potential lead.

Step 6: Follow Up with the Client

For clients who never completed a booking:

  • You can contact them via the details provided in the spreadsheet or on Book That In (name, email, phone number).

  • These contacts should be contactable since they completed your form and agreed to your terms and conditions and privacy policy (if you have linked added them to your Book That In account).

  • Use this opportunity to offer assistance or answer questions they might have had.

Step 7: Repeat Regularly

Make it a habit to run this check weekly or bi-weekly. Staying proactive can help increase your booking conversion rate and maintain good customer relationships.


Conclusion

By regularly reviewing your client data, you can easily identify people who dropped out during the booking process and reach out to them. This simple routine can lead to more completed bookings and better client engagement.

If you have any questions, feel free to contact Book That In support at support@bookthatin.com.