About San Francisco Fire Engine Tours & Adventures
Ever since they helped save the city after the infamous 1906 earthquake, firefighters have held a special place in San Francisco history. Today, San Francisco Fire Engine Tours & Adventures pays homage to that history while showing tourists some of the most iconic sights in the city.
Guests from near and far are transported on a vintage fire truck past Fisherman’s Wharf, the Golden Gate Bridge and more, all while bundled up in special “turnout coats” to fend off the equally infamous San Francisco Fog.
Type of Bookings: 60-70% International Bookings
Branching Out Was Simple—Running A Small Business Was Not
Running a tour business in one of the most competitive cities in the US is quite a feat. “It is fun, but we have to work really hard to make money,” says owner Regal Davis.
Phone reservations were one of the first challenges they faced. “There were times when the calls came in for a booking, then for information about tours, and then other calls for the business,” says Regal.
“We were pulled in every direction, and we needed an alternate way for people to learn about tours and book.”
Operations Manager Rani Kelly was the main person managing all those calls. “I’d have to call customers back—sometimes playing phone tag because people would call at all hours.” She also found that if someone wanted to book when they called and didn’t get through, “They’d just go to the next touring company.”
San Francisco Fire Engine Tours & Adventures + ZOZI
With ZOZI Advance, San Francisco Fire Engine Tours & Adventures lists all their specialty tours, schedules and prices online for anyone to see at anytime, from anywhere. Bookings are updated in real time, which means a visitor knows immediately if the option they want is available—even if they’re planning the trip while surfing around on their phone on the other side of the world.
“Sixty to 70 percent of our customers are international,” says Rani. “ZOZI saves me a ton of time because those customers can go through the booking checkout process online at a time when it’s convenient for them.”
Increased Customers, Decreased Headaches
“We have a staff of drivers and guides that we send out each day, and I schedule them based on bookings coming in through ZOZI,” says Rani. The waitlist has become an important resource for guests as well as the company.
“It’s helpful because I get a notification from ZOZI if there is a cancellation or if enough people want a certain time slot that doesn’t exist, I can accommodate it.” The waitlist helps Rani decide whether it’s cost effective to add a tour. “Because of ZOZI, we can spin up tours on an hour-by-hour basis.”
Business Growth: + 25% Bookings | + 10 Part-time Staff
Custom Questions for More Personalized Tours
To stand out in a town with an unlimited number of things to do, San Francisco Fire Engine Tours & Adventures personalizes the experience for every guest.
“ZOZI also has custom fields where we can ask open questions,” says Rani. “Those are great because we can get to know our customers better.” Rani selects that information along with the passenger list and prints a report for the crew.
“That way they can make it a more personal experience for our guests," she says. "They know their name and any other details the guest has shared.”
Favorite Features: Waitlist | Custom Fields | Promotions & Coupon Codes
Marketing, Promotions and Understanding the Effects
For companies like San Francisco Fire Engine Tours & Adventures, marketing and promotion are critical for generating revenue. They experimented with discount codes in tourist publications as a means of attracting more business. When a customer comes in with a code from a flyer, map or pamphlet, it’s as easy as entering the code.
“ZOZI streamlines the booking and discount process for the customer and gives us an idea of how our marketing efforts are doing,” Rani says.
ZOZI Helped Us Focus On What Matters
With ZOZI Advance, San Francisco Fire Engine Tours & Adventures found customers they didn’t even know they were missing by maximizing each and every tour, even finding times to add to the schedule. Most importantly, though, ZOZI takes care of the details so they can focus on the creating a memorable, personalized experience for every firefighting fan who takes a ride on their truck.