The Customer Journey

This article breaks down the process a customer will go through from landing on our site to making a direct enquiry, receiving and reviewing your offer and booking with you. 

First, the customer enters their basic criteria to search for matches:

Much Better Adventures home page

The customer can then add additional criteria to filter their results:Search results

From the search results, customers can save matching products to a shortlist by clicking the red heart:

Shortlist on Much Better Adventures

They can make a direct enquiry from the search results:

Enquiry filled in

They can also click into your product to read more information and make an enquiry from there.

Click ‘Preview’ on your Products page in Manager to see how they appear to customers.

Product example

On the product page, they can check your pricing and availability for all weeks of the year.

Click ‘Update Availability’ on your Products page in Manager to make sure your pricing and availability data are accurate.

Dates and pricing

Customers can read about you and your business in the product.

You can add and update your company description and owner bio from the Company tab in Manager.

Once the customer has submitted their enquiry, you will receive an email notification immediately, like this:

Direct Enquiry received

Click ‘Reply or Decline Now’ and you’ll be taken to the enquiry in your Inbox in Manager, where you can send the customer a bespoke quote and message.

Please do not ‘reply’ to this email, making an offer to customers can only be done via the site.

Quote page

If you can’t help a customer, please click ‘Decline…’ and leave a reason if you can.


Your reason for declining will be passed on to the customer. If a reason is not given a customer will receive an email like this:

Screen Shot 2016-02-11 at 12.44.24

If you can help, click ‘Create Quote’ and confirm the product to offer the customer:

Confirm the date and add the price breakdown.

You can add multiple lines to your quote to make it’s clear what’s included.

We do the sums for you automagically:
Screen Shot 2016-02-19 at 16.59.06

You then add your personalised message and submit it to the customer:


We notify the customer immediately with your quote and message with a link to view your product and company details on the site.

You can offer more than one product to a customer by clicking ‘Create another quote’ once you’ve submitted your first one. Add a second quote

Customers can then reply to you via the site or from within their email inbox:

The offer

Likewise, you can then respond to customers via the site or from your inbox:

Inbox replies
Customers can compare your offers with others they’ve received in one place:


When the customer wants to book with you, they can do this on the site by clicking ‘Book Offer’ on your thread:

Screen Shot 2016-02-11 at 13.03.23

When a customer sends a booking request, you will get an email notification immediately with a link to ‘Accept or Decline’ on the site:

Screen Shot 2016-02-11 at 13.12.52

When you ‘Accept or Decline’ the request you have the option to leave the customer a message regarding the next steps to confirm their booking:

Screen Shot 2016-02-11 at 13.18.26

When you accept the offer, the customer is notified immediately:

booking accepted

You are sent the customers contact details to get in touch to take payment direct:

Accepting bookings

We will then issue a commission invoice. Payment will be due within 14 days of accepting the booking. Full details on these terms can be read here.

If you have any questions about anything please send them to

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