Big Ideas: Getting dumped | TravelResearchOnline


Big Ideas: Getting dumped

Here is something to think about after you feel you have finally figured it all out. You haven’t.

The “Sold Out” sign from a Customer Service seminar at a recent industry event caught both my attention and curiosity. This was a real eye-opener and a great reminder. I was hoping that most people in the travel industry would have gotten this one down pat by now. Apparently not.

Why would you ever want to let a potential customer know that you can’t help them? Apparently, there is still an interest in learning how not to bite the hand that feeds you. Personally, I find this a bit bizarre, but I guess based on my day to day experiences with customer service personnel from waffle houses to toll booth operators, there definitely is a need to introduce more people to the finer points of making a living when dealing with other people.

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Customer service is not a “sometimes” thing. It is an “everyday all-the-time” thing. Recently, I had to fire someone because of poor customer service. Listen up.

Although my story does involve the economy, (and it is easy to blame the economy) we can’t blame the economy on everything. Regardless of the industry or the fluctuations in the financial markets, people have a responsibility to their clients in some way, shape and form, depending on the service, product and expectations of the client. In my case, and I won’t bore you with the particulars, my financial guy is no longer my financial guy.

He didn’t steal from me. He didn’t lie to me. He didn’t pull a scam or suggest I break any laws. What he did do was not keep in touch with me when I thought I needed some “touch.”

This was a business deal as far as I was concerned, and I will not lose any sleep over my decision; but the lesson certainly also applies you—MY customers…the people I care about.

If you have a list of people you consider to be good clients, I strongly suggest that you keep in touch with them on a regular basis. A quick “hello” will suffice. Don’t make it overly complicated and don’t put it off as a “to-do” item on your list. TODAY is as good a time as ever. NOW is not too soon.

In challenging times like these, who knows what constitutes “normal” behavior. You simply cannot afford to gamble with your customers … especially your good ones.

Please, do yourself a huge favor and make a list of your top ten clients, and before the day is out, pick up the phone and say “hello.”


Mike Marchev has “been around the bases” more than a few times, and enjoys sharing his street-smart lessons with who ever will pause long enough to listen.

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  One thought on “Big Ideas: Getting dumped

  1. Carol Ginsburg says:

    Are you the same Mike Marshev that worked for Travelong in Westfield NJ many years ago?
    Your article has some excellent points… Thanks for sharing them.

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