As our success depends upon the client-travel advisor relationship, I have been paying particular attention to the initial “pitch” when potential new clients call. Sometimes they are eager to launch into the specifics of the trip or start their line of questions to get advice. Of course the initial call must go extremely well to obtain their business and make a prospect an actual client. So it’s of relevance to know how that actually happens, and while this is not a scientific or foolproof method – I think most would agree that success is found in the connection we make with the client or prospect. The critical element in success to our business is our ability to connect with our clients! Read the rest of this entry »
As the career profile and job description of the travel “agent” has evolved into being a travel “advisor”, travel professionals have evolved into much more than order takers. In other words, we’re not just here to process payments and book travel, we are here to guide and educate our clients. Therefore, the heart of our book of business is undeniably built on the trust, respect, and the rapport we develop with our clients. How this relationship is established is critical to maintaining longevity as your clients return to you—their travel guru.
According to Harry Beckwith, author of You, Inc., the FIRST thing to sell is yourself! This is extremely critical and lays the foundation for all aspects of your business. Perhaps this sounds easier said than done, especially when you receive a call and the prospect dives right into the specifics of their wants, needs, and ideas for their upcoming vacation. Read the rest of this entry »
They see it on television and they read about it on the internet. It’s a topic of discussion during dinner. You know what I am talking about: The “T” word… Terrorism!
No doubt about it, we live in a world where recent, violent, and tragic events have changed us all for ever.
As a travel expert and industry veteran, I have seen this type of client fear and concern before. Do you all remember Pan Am 101? Travel in general came to a screeching halt. Hijacking of airlines was all but of unheard of back then.
Keep in mind that the American people are perhaps the most resilient people in the world and as history has proven: we see what happens, we get shaken up, but them we move on.
Fast forward to today… Read the rest of this entry »
What do you do when your low-paying, nonprofit job lays you off due to budget cuts? If you are Carmen Schaffer, Viva La Vida Travel, you assess your passions and end up in the travel industry. We recently caught up with Carmen and talked to her about her transition into the travel industry and what the past five years have been like for her.
Travel Research Online (TRO): What was the impetus for your entrance into the travel industry?
Carmen Shaffer (CS): I had been doing social work since I graduated college, primarily working for nonprofit organizations, but about 5 years ago I was the victim of budget cuts. I have always been intrigued by travel and other cultures. I went to France when I was 15 years old, and I also studied abroad in Costa Rica. Read the rest of this entry »
Did you watch the basketball game on April 13th to close out the Kobe Bryant era? I didn’t but I certainly heard about it, and later watched a few highlights. Occasionally in my life as travel agent, I feel as if some people will watch my whole game, and some will just watch the highlights. But if I think of myself as Kobe, I force myself to come out 100% for every game and capture the attention of my audience.
Let’s break this whole travel agent life into bite size pieces, because to do otherwise is like playing the whole basketball season at once instead of game by game or each win or loss. Read the rest of this entry »
Recently we caught up with Eddie Woodham, NACTA South Florida Chapter Director and Southeast US Regional Director, and spoke to him about his experience in the travel industry.
Travel Research Online (TRO): How did you enter the travel industry?
Eddie Woodham (EW): I was working in healthcare finance prior to joining the travel industry. I was an avid traveler, and in 1995 when certain events happened in the healthcare finance field, I decided to make a move. I entered the industry when airlines first cut commissions and agencies implemented service fees on airfare. For approximately 10 years I worked with a couple of different brick and mortar agencies in New Orleans. Read the rest of this entry »
Before 9/11, we looked to travel agents for knowledge and expertise, and booked our travel experience with a lot more confidence than we do today. Now, everyone is a travel agent because everyone knows how to book travel on OTAs. But, is that the qualification of a travel agent? Does your qualification mean the ability to put together an itinerary online? I submit that many travel consumers have very little insight into the day-in-the-life of a travel agent; and if they did, our value would become more apparent. Read the rest of this entry »
Penney Rudicil has gone from being an independent contractor to owning her own agency, The Travel Planner, to educating and training travel agents through Travel Agent Success. We recently talked to Penney about her time in the travel industry and her progression to training and educating other travel agents.
Travel Research Online (TRO): When and how did you enter the travel industry?
Penney Rudicil (PR): I started as a part time independent contractor with a host agency back in 1987. I did that while working a full time job for some time. Around 1995 I started my own agency, The Travel Planner, and eventually hosted independent contractors myself. Read the rest of this entry »
At first glance, leaders and sales people may seem polar opposites – but think again! A strong sales person must possess the same qualities that make a strong leader as your success hinges on one critical factor: the trust of your people. In essence, you’re really saying “Follow Me” to your clients as they entrust their time, money, and travel dreams to you. Winning long term clients and sustaining happy clients also requires the self-assurance and magnetism of a true leader. To deliver results in a challenging business, authority, and unflinching confidence are the keys to success. Read the rest of this entry »
Family travel has to be one of the fastest growing niches in the travel industry. In fact, I’m banking on it – as that is the area I chose to specialize in. I’m a mom of two young kids, so I know what it’s like to pore over lists of hotels guessing which resort my kids will have more fun at. Unfortunately, many all-inclusive resorts that we North Americans flock to come winter don’t make it a very easy selection process. Resorts do list many of their amenities i.e. Wi-Fi, parking, gym facilities, etc., yet there are certain details that are lacking when it comes to the ‘wants’ of family travellers. Read the rest of this entry »
It seems like most agents enter the travel industry as a second (or third) career these days. Tim Larison is no exception, transitioning to travel from a career as a software engineer to travel professional. We recently spoke with Tim about his transition and time in travel.
Travel Research Online (TRO): How long have you owned your agency?
Tim Larison (TL): I started in travel as an independent contractor back in 2002, and then started my own agency around 2007. We are still associated with a host, Nexion, for some of our bookings, but we also have our own CLIA number for booking direct with certain suppliers. Read the rest of this entry »
We recently reached out to Toni Lanotte-Day, owner of Toni Tours Inc., and spoke with her about her thirty-plus years in the travel industry, from part-time outside agent in the 1980’s to agency owner and active member of the American Society of Travel Agents (ASTA) and the National Association of Career Travel Agents (NACTA). Read the rest of this entry »
The quagmire of being available 24/7/365 is a debate that pops up on a regular basis in agent-only discussion forums. Storefront agencies have very defined office hours, and clients don’t seem to expect them to be open after hours. They may be expected to offer after hours emergency service for clients that are traveling, but otherwise clients do not expect to be able to walk in the door after hours and obtain basic service like looking and booking. However, home-based agencies don’t seem to have the same boundaries. When the topic comes up for discussion in forums the debates quickly get heated. There are agents that work 24/7 and have no qualms with doing so. If a client calls at 2 o’clock in the morning, they’ll answer the phone, even if the client is calling to confirm their dining time on the cruise departing in ten months. Other agents are adamant that they only work set hours and never respond to clients after hours, ever. Who is right? No one and everyone. Read the rest of this entry »
We all have challenges hearing! Let’s face it, we often hear the actual sounds and verbiage, but fall a bit short on the analysis and next step. It’s critical to the sales process and the success of any business to not just hear, but to actively listen. You must process and act on that information! One hurdle to get over for any good listener is that people may be telling you what you DON’T want to hear, thus changing the course of your interaction and your ultimate sales outcome. Do not dismiss this information or assume anything; it’s all critical to forming a strong relationship and securing a sale. Read the rest of this entry »
Many travel professionals come from a variety of walks of life, and have made travel their second career. This holds true for Tom Varghese as well. Before he opened his agency, Travel Tom, he was a Vice President for a major Wall Street corporation. We recently sat down with Tom and talked about his transition from Corporate America to travel agency owner, as well as his unique perspective on the travel industry. Read the rest of this entry »
Hema Khan is both the owner of Kirkwood Travel in Voorhees, New Jersey, and the CCRA/OSSN Northeast Regional Director & Southern NJ Chapter Director. Susan Schaefer recently caught up with Hema to talk about her experience in the travel industry and with CCRA – Travel Commerce Network, previously known as OSSN. Read the rest of this entry »
Recently I had knee surgery. As a big proponent of having emergency plans and back-ups in place, I arranged to have someone back me up for the four days I was in the hospital. What I didn’t plan for, was having someone continue to back me up for the weeks following surgery. I honestly didn’t think it was necessary. After all, I was going to be house-bound with nothing better to do. I re-arranged the bedroom and set up a mini-office on my nightstand. All of my electronics were within arms’ reach or a short hobble across the room. So why would I need to have a back-up in place once I got home? One word—narcotics. Read the rest of this entry »
I entered this crazy industry 11 years ago. I am just a bit overzealous in the analytic department; it took me over 6 months of analysis to pick a host agency. It took roughly the same amount of time for me to decide on my DBA or “doing business as” agency name (the corporation name was an easy decision). I am indeed one of those that resist pulling the trigger until everything is absolutely perfect; and I do know that is not necessarily a good practice in business. For the past 11 years I have always questioned if I picked the right agency name, wonder if I should change it and rebrand the agency. For the most part I resisted, because I knew it would be costly, both monetarily and also in the time required to re-launch basically from scratch. Read the rest of this entry »
When I lived in Ohio I hated the yard work that came with living in a suburban home: every fall the huge maple in our yard would shed its leaves and I would rake bags and bags. Winter brought shoveling snow after snow. Spring and summer saw me mulching, planting, fertilizing, and mowing. Not only was it time consuming, it was exhausting. There was always something needing to be repaired or cleaned—the roof, the gutters, the driveway, the lawn mower. It was never ending! Living in a house with a yard is great; but it’s a lot of work! Read the rest of this entry »
Have you ever wondered why a client left and started doing business elsewhere? From your point of view, you made all the right moves; all interaction with the client was pleasant and professional. You didn’t do anything wrong, however, a good client is now a former client. As kids will say today… WTF? Read the rest of this entry »
I started writing this article many months ago as my busy season started in May. We have now come to the end of November, finally having a chance to complete it, so perhaps this is a year in review with still a month to go. I have written many articles in the past for TRO about issues in the industry and how I feel they should be handled; and also about concerns of the challenges we all face in this volatile world in which we live. It has been a year like Grand Central Station – crazy busy where I thought I had reached a saturation point and not knowing what to do. I thought I had reached my limit and perhaps many of you have felt this way at times. Business has been excellent, as I have read from many this year, which is a good issue to have, especially when you are self-employed as I am. It can also be bad, as there has to be a balance. Read the rest of this entry »