Make It Happen | Travel Research Online


Make It Happen

Do you feel comfortable when asking your customers “How was your experience with us?” You should be, but I am betting that you aren’t. The reason for that is you are afraid you might hear something you don’t want to hear. Yet the truth of the matter is that you are in total control of response. It is entirely up to you to make your clients, customers and guests feel very special and therefore share a very favorable answer to your question.

Here is how you pull this off:

First, you must decide what response you want to hear. Possibilities include:

  1. Fine.
  2. Good.
  3. Okay.
  4. Not bad.
  5. I enjoyed it.
  6. Fair.
  7. Disappointed.
  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 the answers above are satisfactory. These responses are exactly what you don’t want to hear.

You want to hear GREAT!…INCREDIBLE!…FANTASTIC! Let me explain how this could be laid out.
Click Here!

Question: “How was your experience with us?”

Answer: GREAT!

Question: “How was your experience with us?”


Question: “How was your experience with us?”


If these three responses are the only ones that will satisfy your customer-service benchmark, then all you need to do is deliver the service that evokes this type of response. It is as simple as that. Here is how you do it.

First: Know the level of service delivery that will bring the response you are seeking.

Second: Do what needs to be done to make it happen. No wishing. No hoping. No flying by the seat of your pants. If you want to hear “great,” give them “great.” If you want to hear “incredible,” give them “incredible.” If you want to hear “fantastic,” give them “fantastic.”

People in today’s hectic and impersonal business environment expect to receive “poor.” They do appreciate “good,” but they certainly don’t expect it. It is only with the responses GREAT, INCREDIBLE and FANTASTIC that loyalty, trust and relationships are built. It isn’t necessarily easy, but it is definitely worth the effort.

Now that you know the answer, MAKE IT YOUR BUSINESS TO MAKE GREAT HAPPEN. 

Mike Marchev Mike Marchev has plenty of stories, strategies and tactics to keep you on top of your game.
Mike will be conducting his 5th annual Travel Sales & Marketing Business Development Cruise, sailing the Freedom of The Seas from Ft. Lauderdale. Email him at for complete details. Five cabins are still available.
Mike’s daily column is made possible by AmaWaterways.

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