processor
Travel Research Online
The voice of the travel agency community
Travel Research Online

TravelResearchOnline.com Blog

The ins and outs of client gifts

September 25th, 2009 . by Steve Cousino

Let’s face it: we like giving gifts.  Aside from being an exceptional marketing tool, client gifts are a great way to bolster the working relationship between professional and client, and help provide value in the client’s eyes.

Not all of my clients are “gift-worthy” – so who makes the cut?  Everything is subjective based on the client, meaning that the list below isn’t iron-clad.  But, here are my basic guidelines:

  • The client travels frequently
  • The client makes the entire vacation process easier
  • The client spends more than $3,000.00 per person
  • The client shows loyalty
  • The client refers others
  • The client is celebrating a special occasion

So, in essence, I expect something from the client in exchange for the gift (probably not the best mantra to follow, but hey, I have a business to run). I tend not to give one without reciprocation, except on special occasions like a honeymoon, anniversary, or other milestone.

Gifts cost money, and good ones cost more.  They’re paid for out of my marketing budget, which is fed by the commissions and fees I earn.  I try not to spend more than $25 on a booking, and many times that’s easy to do.  The gifts don’t have to cost much to make a positive impression on the client.  Last year, I switched agencies while I had a group cruise in the works.  The original agency refused to release the group booking to me at my new agency.  The group members stayed in touch with me, however, and ended up having quite a bit of trouble with how the previous agency was handling their group.  To show I was thinking of them, I paid for each guest to have a plate of chocolate-covered strawberries through the line’s gift department.  It was about $9.00 per person, so it didn’t cost much, but in light of the situation it went a long way with those clients.  I am now handling their next group cruise next year.

So where do these gifts come from?  Like my example above, cruise lines have a ready-made gift department you can use, many times at discounted rates if you make the reservation as their travel professional.  I’ve sent flowers to clients while on vacation utilizing a local, destination based florist; I’ve ordered products from promotional marketing supply companies branded with my name and logo; and sometimes I’ve even made gift baskets myself.  The possibilities are as limited as your imagination.

When I travel myself, I keep my eyes out for small, low-cost souvenirs for use in later gift-giving.  When a client went to Disney World for the first time, I was able to give the entire family of four Disney collectible pins – the mother tells me they continue to enjoy Disney pin collecting and it always reminds them of that first visit.  Sometimes, I come across a potential gift unexpectedly.  I had a client who was a HUGE cruise ship buff – he could rattle off gross tonnages, ship histories, and more like most guys rattled off baseball player stats.  He had planned an Alaskan cruise with me on board the Carnival Spirit.  When I was surfing for Christmas gift ideas for my family, I found a company that made a die cast model of the Spirit.  I couldn’t resist purchasing one for my ship-buff.  When I presented it to him after his trip, he was completely overwhelmed.  I hadn’t known it at the time, but that cruise was the last vacation he ever took.  He had been diagnosed with a terminal illness and the cruise was his farewell vacation.  He had paid for his entire family to go on the cruise with him, and now they have the ship model to remind them of that very special trip.

Giving gifts to a client should show thought towards that client’s itinerary and their particular likes or dislikes.  I tailor each gift to each client independently as much as possible, and many times it’s the second thing they rave about when they return (the first being the vacation experience itself).   I give gifts because it makes me feel good, and it makes the client feel good.  I will only stop if I get to the point where I feel I HAVE to give a gift in order to keep the client, or make a sale.  Gifts should be just that, not an obligation.

This brings us to the last bit–when to actually give the gift.  Most of the time, I like it to be an unexpected surprise (no one wants their clients to EXPECT gifts).  For cruise vacations, if possible, I make arrangements for the gift to be in their stateroom, or delivered to the table at dinner.  If that isn’t possible, I try to visit the clients a day or two before departure, and physically give it to them at that time.  All-inclusive resorts are good about this too, often advising upon check-in “Your travel agent has made arrangements for you to have a complimentary spa session during your stay” or similar.  It helps to have a good relationship with the property’s sales manager for that one!  Other gifts, clients, or situations require me to be flexible with presentations.  Sometimes I give the gift when they return, and sometimes I present it with the travel documents.  There was one occasion where I had clients traveling to London, England.  I had a reliable friend who was visiting the city around the same time, and I sent the client gift with her.  She stopped by their hotel room one evening, knocked on the door, and presented the gift, compliments of me, then promptly left.  The clients were thrilled, I was thrilled, and my friend got to have a little fun being an anonymous Father Christmas for a few moments.

What do you do for client gifts? Do you do a lot? A little? Or nothing at all?

Steve Cousino, ACC, CTA, LS is a two-year industry veteran with Sunnyland Tours & Travel in Springfield, MO.  He holds Lifestyle Specialist designations in Luxury Travel and Gay/Lesbian Travel, and is known for specializing in cruises, Western European tours, group travel, and culinary-themed travel.  He can be reached at stevec@gosunnyland.com, or through his website at http://www.JourneysBySteve.com.

If you enjoyed this post, please consider leaving a comment or subscribing to the RSS feed to have future articles delivered to your feed reader.

Join the Discussion - Post your comment  6 Responses to “The ins and outs of client gifts”

  1. Laura Says:

    What a great topic! Each of our client receives the same gift no matter how much they spend, as their honeymoon means as much to them whether they spend $3000 or $10,000. We believe the gift should be as memorable as the occasion.

  2. Pat Says:

    I always give a gift after each trip. It arrives 2-3 days after their return. Photo coasters, very nice luggage tags, themed gift baskets, a gift box in the shape of an airplane filled with cookies. I also send a small gift to those that refer a client to me regardless if the person books. If they care enough to refer someone, I care enough to say thank you.

  3. Greg Pyka Says:

    I am the President of Cruise Albums and for the last 20 years we have been helping travel agents give personalized and thoughtful bon voyage and travel gifts to their cliients. Our photo albums are a very meaningful and lasting gift that helps the traveler feel good about using the services of a travel agent. The albums become a “Silent Sales Agent” on the clients coffee table.

  4. Mark Says:

    As a ground operator, I always give gifts on behalf of our partners overseas. When we receive any clients from our overseas partners, small gifts are giving out, sometimes, we even tailor made gifts with our overseas parnter’s name.
    I’m based in Beijing China, so cute panda pins are among the most welcomed giveaways.

  5. Anonymous Says:

    that all sounds great and wonderful – I would love to be able to give gifts to all my clients but when only making $50 on a cruise how can you give a $25 gift. And the gifts you are mentioning are certainly not $25. The least expensive bottle of wine these days are 30-39 dolllars – you are giving up all your commission on a gift so we are working for free. I feel awful not giving gifts like before but just can not afford it.

  6. Steve Cousino Says:

    Thanks everyone for your comments!

    To Anonymous who commented about not being able to afford gifts: I plan out a marketing budget at the start of every year. In addition to any actual marketing I do, this budget is what is used to pay for the client gifts in general.

    Bear in mind not all clients get a gift, and not all clients get a $25 gift. I typically gift on groups, since there is amenity points available to help cover costs.

    The marketing budget is set down for the entire year, and when it’s gone, it’s gone. I have to really watch it to make sure I don’t overspend on client gifts especially when I am planning some other sort of marketing promotions.

Join the Discussion - Post your comment Leave a Reply

Username:
Password:

Register Now!

Forgot your username or password?


This Week’s Featured Supplier



 Subscribe to the TRO Travelgram
Click Here

Your source of leisure and corporate travel news from top consumer sources delivered to your inbox daily.


365 Guide
1:1 Interviews
Deck Plans
Agent Perspectives
Editorial Musings
Outposts
Point-to-Point
Publisher’s Corner
Thumbs Up, Thumbs Down
Soundings
Supplier Profile
TRO Tips
60-Second Geography
Travel Agent Diaries