Series Part Five: Servicing | TravelResearchOnline


Series Part Five: Servicing

It is now time to put your money where your mouth is. If you have been honest up to this point, you have nothing to fear. You simply deliver the service that was promised, and you do so in a timely fashion.

In addition to answering the phone like you mean it, you must focus on every itinerary like it belongs to a VIP. You must act in haste, as if time was of the essence. You must stay after hours if conditions demand this from the relationship. You must stay in touch with all of your valued clients, and continuously strive for perfection. You must contact your clients regularly to see how you are doing and to see if there is something else you can be doing to make their life easier. You must check in regularly with your front-line agents to learn of any and all customer complaints.

Servicing your account is a full time job. But remember, if you don’t do it, there are only 5,000 competitors who are waiting for you to stub your toe and take advantage of your miscue.

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People often look at me funny when I offer the following advice, but is perhaps the best advice you will ever hear from an outside third party. It happens to be my five word customer service policy, and it the nearest to a sure thing, is if you are interested in maintaining solid customer relationships. It consists of just five words: TREAT YOUR CUSTOMERS LIKE DOGS.

Anybody who has pets knows exactly what I am implying. For you non-pet people, go ask a few pet people for their interpretation.

Servicing people is a contact sport. Get involved. Stay involved. To finish out the week I will leave you with all three of my business plans:

Sales (4 words): Get other people talking.

Service (5 words): Treat your customers like dogs.

Marketing (12 words): Get up; Get out; And make more people glad they know you.

Mike Marchev Mike Marchev has plenty of stories, strategies and tactics to keep you on top of your game. Ask to be placed on the distribution list to receive his periodic Motivational Memo. Click Here to Join Now.
For information on Mike’s 6-Week Online Selling Course, email Mike at with the words “sales course” in the subject box. Mike’s daily column is made possible by AmaWaterways.

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