Big Ideas: Make Great Happen | Travel Research Online


Big Ideas: Make Great Happen

It is your responsibility to make your clients feel special. This is no longer an option. It has become a necessity in an arena of intense competition. Here is how you do it.

Decide what response you want to hear when you ask your clients: “How was your trip?”

Here are a few possible replies:




4.Not bad

5.I enjoyed it



8.Could have been better

9.Could have been worse

10. Exactly what I had in mind

11. Nothing like I had in mind

None of these replies are satisfactory.

Here is what you want to hear when asked the question “How was your trip?” You want to hear:




If these three possible responses are the only ones that satisfy your customer service requirements, then you can deliver the service that will result with these three responses.

First, know the intended response. Then, make it happen. No wishing. No hoping. No flying by the seat of your pants. If you want to hear “incredible,” give them “incredible.” If you want to hear “fantastic,” give them “fantastic.” If you want to hear “great,” give them great.”

People expect poor service. They appreciate good service. But it is only with GREAT, FANTASTIC and INCREDIBLE service that loyalty, trust and relationships are established. The ball is in your court. Your future lies in your hands. Make GREAT happen!

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