During the Nagano Winter Olympics eight years ago I analyzed the times in the downhill ski race and arrived at what came to be known as the Rule of 1.6%.

Eight years later my rule has once again been validated. Read the rest of this entry »

Ethiopia is a place of immense history and culture as well as unchartered terrains offering some of the most unique flora and fauna in Africa. Ethiopia is the only country in Africa that has never been colonized. It is  home to some of the most remarkable historical treasures in the world duly recognized by the UNESCO.  Read the rest of this entry »

There is not a question as to why people are so fond of the British Virgin Islands. The azure waters accompanied by lush, green mountainous backdrops make the islands a destination frequented among travelers from all over the world. Tortola, the capital and largest island of the British Virgin Islands, has something to offer everyone. From the crystal white sands to the rich historical sights, Tortola is far from a typical beach destination.
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Why are you a travel counselor? Can you provide a short, succinct answer to that question? It is almost a trick question, because if the answer is about your love of travel, your passion for travel, the many places you have been, then we are probably on the wrong track. Your love and passion for travel are certainly important reasons for being in the travel industry, but those qualities don’t speak to why you chose to assist others in their travel ambitions. The more clearly that you can define your core mission, the values you represent as they relate to your clients, the easier the task of representing your travel practice authentically. Your mission is the touchstone for all of your client communications and corporatedecision making – its value cannot be overstated. Read the rest of this entry »

With a New Year come new things and in my experience it’s a packed reception area of new walk-ins.  That’s good right?  Yes but I learned early on that new clients really meant stepping back for a bit and explaining the dynamic of the travel consultant-client relationship before even opening a brochure.

As I mentioned in my previous entry, when I got into the industry I quickly noticed that many things had changed from when my agency first opened or my colleagues had first started.  One of the main things that had changed was the role of travel consultants in the whole equation.  I’ve read many great articles on this subject; but how do I explain this change in relationship to the client? Read the rest of this entry »

Do your clients know why they do business with your travel agency? Do they have a clear picture in their minds of what your travel practice represents? How about you as a travel agent conducting your own travel practice either as an employee in an organization or as an owner of your travel agency? Can you list your top two or three unique selling points? What type of relationship do you have with your clients? How is that relationship reflected in the conversations you have with clients, your advertisements, your website and your other marketing efforts? The answers to each of these questions goes to the heart of your company’s reason for being. To the extent you can easily answer these questions you are farther down the path to authentic marketing – business conducted from a principled set of core values and client relationships built on trust. Read the rest of this entry »

Is it easy to do business with your agency?  That is a question that we all probably ought to ask ourselves more often than we do.  I started thinking about that after a horrible experience trying to renew my contract for my home Internet, phone and television with Verizon. By the end of my ordeal, I came to the realization that Verizon made it so difficult to do business with them, that they actually are pushing customers away.  Fortunately for them (and unfortunately for most everyone else) they have little competition and likely care very little about client retention or customer service. Oh to own a monopoly. Read the rest of this entry »

(Editor’s Note) Today, we are launching a 7-week series called Seven Steps To Super Sales. The series will be written by Terry Denton, a 27-year veteran of the travel industry and the co-owner of one of the largest chains of award winning travel agencies in North Texas.

These steps work—period. The goal is not only to increase your knowledge but also to change your behavior.  Certainly some of these steps are routine for you. But many may not! Please tune in weekly!

• STEP 1:  Ask For A Credit Card On The First Call
• STEP 2:  Ask For Referrals On Every Sale
• STEP 3:  Master The Art Of Upselling
• STEP 4:  Recommend Insurance With Every Sale
• STEP 5:  Substitute “Best Experience” for  “Least Expensive”
• STEP 6:  Stand Out With Special Touches
• STEP 7:  Contact Past Customers And Cultivate Current Ones Read the rest of this entry »

Your travel practice needs champions to assist in spreading the word about exactly how great you really are. As we have seen in this week’s articles, existing clients, friends, family and referral networks are all potential evangelists for your work as a travel planner. You can also generate buzz about your travel planning practice through consistent and well-planned public relations in your community. A good PR campaign is an important tactic, but one that is typically time intensive. The truth is consumers tend to have very short memories when it comes to positive information about travel consultants (they can remember a horror story until the end of time, however, but that’s another article). For this reason, efforts at generating word of mouth “at large” need to be consistent, planned and on-going. Read the rest of this entry »

This morning, Silver Shadow docked in the fabled city of Singapore. With my shore excursion, Evening Trishaw Experience, scheduled to begin at 5 p.m., I spent much of my last day on the ship preparing for my 5:45 a.m. transfer to the airport. My butler Roland offered to pack my luggage for me, but he has done enough for me on this voyage, and my hope is that Roland will take a little time off to enjoy a night out in Singapore before tomorrow’s turnaround when the ship is made ready for new passengers (and those who are cruising back-to-back on their second, third or fourth voyages in a row).
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We are devoting this week’s columns to the topic of Word of Mouth marketing. Over the past couple of days, we have established that Word of Mouth marketing can be encouraged and amplified by providing our existing clients as well as our friend, family and employees with the encouragement and the preparation necessary to properly describe your travel planning practice and its message. You can also generate word of mouth marketing by establishing both formal and informal referral networks Read the rest of this entry »

Founded in 2002 by travel industry visionaries Rudi Schreiner, Kristin Karst and Jimmy Murphy, AmaWaterways consistently leads the way in river cruising with custom-designed ships, extensive amenities and enriching shore excursions that immerse travelers in the culture and history of their destination. Onboard highlights include free in-room Infortainment (Internet, Wi-Fi, movies, TV and music channels), spacious staterooms and suites, delectable cuisine, friendly service, and unlimited wine, beer and soda with every lunch and dinner. Read the rest of this entry »

We are devoting this week’s columns to the topic of Word of Mouth marketing. Yesterday, we discussed how to best involve your existing clients in your word of mouth marketing efforts. There is a group of champions for your business much closer than your clients, however: your employees, suppliers, family and friends. Recruiting these “internal customers” to assist you in amplifying your word of mouth strategies is an important tactic. Having your friends, family and work colleagues Read the rest of this entry »

“No Worries” is an Australian phrase that defines a philosophy worth investigating. Unlike Americans, Aussies don’t appear to be “selling” all the time. They are more laid back. They seem to allow relationships to develop based on simple communication. This approach is refreshing indeed.

Few people enjoy the idea of “being sold.” A key step toward becoming more successful in sales is to adopt a contrarian approach to selling. Once you manage to pull this off, you will find yourself in a more natural and comfortable position …. and you will become more pleasant to be around. Your words will not only be heard but your recommendations will be considered. Once you approach sales from this non-threatening angle, your success has a better chance.

What is this contrarian approach? Read the rest of this entry »

One island but two countries! Visiting St. Maarten and St. Martin is an opportunity to sit back and enjoy a Caribbean island infused with the charm of Europe as you stroll from French St. Martin in the northern part of the island to Dutch St. Maarten in the south.

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This week’s columns were devoted to the topic of Word of Mouth marketing. There are a number of “distribution channels” through which you can intentionally direct, monitor and amplify word of mouth (“WOM”) marketing. The most important distribution channel, by far, is your existing customers. The clients who know you best and who make up your core business are also your best prospects for spreading the word to others on a third-party basis. It makes good sense to ensure that they have all of the tools necessary to do so effectively. In a very straightforward and open manner, it is possible to not only encourage, but to actively recruit your existing clients as evangelists for your travel planning practice. Read the rest of this entry »

Greetings from Music City, USA – home of genuine southern hospitality, the Tennessee Titans and backdrop to ABC’s hit show “Nashville”. My name is Steven Talbott and I’m so excited to be part of Travel Research Online’s sixth year of the Travel Agent Diary series! I hope to use this opportunity not only to be re-introduced to the wonderful community of travel industry professionals but also to become part of the conversation and best practice sharing already going on. You may be asking why I titled this piece “Easy Ride” and if you happen to be a Madonna fanatic, you may be able to connect the dots; but for those who aren’t, I promise to reveal the reason I chose this title for my first post but you’ll have to come along with me on this journey to find out! Read the rest of this entry »

In March of 2001, the MIR Space Station was scheduled to fall to earth. Much speculation in the news centered around where the debris from the falling structure would hit earth. Taco Bell, meanwhile, placed a 40 foot by 40 foot target in the Indian Ocean and announced that if the MIR hit the target,  every person in the United States would be offered a free taco. News stories began to spread immediately. Hundreds of newspapers and periodicals printed the story and the phones at Taco Bell rang constantly. Taco Bell had initiated one of the great Word of Mouth Campaigns of the decade. Read the rest of this entry »

Wear sunscreen.

If I could offer one solid, “you can’t go wrong with this” tip for your future…”use sunscreen” would be it. Scientists have proved the long-term benefits of sunscreen, but the other advice and thoughts I spew out here weekly are purely speculative. Sometimes, taking a break from the “travel mindset” is just what the doctor ordered.  And in the midst of a gray and cold winter, what better time than the present?  Indulge me while I offer some unsolicited life advice for you. Read the rest of this entry »