The relationship between you and your clients reflects the temperament of your travel practice. The more open you are, the more easily you encounter your clients and the more gracefully you carry your industry knowledge, the better your relationships. The travel professionals with the happiest clients did not win their approval with pricing or vague notions of customer service, but with the power of a relationship.
Every now and then I run into a travel professional whose attitude with their clients is best described as defensive. It is almost as though the agent is afraid of the client. Here’s an example. Last week an agent working on a social media project indicated she did not want to share a Facebook article about a rash of pickpocketing in Paris for fear of saying something “negative” about travel to her clients. Another agent disliked an article I recommended she share with a client because an advertisement for Travelocity was on the same page. Read the rest of this entry »