“Become known as someone who delivers great value BEFORE, DURING and AFTER your clients stop paying you.”
– David Newman
One of the complaints I hear, more than occasionally, from travel clients involves the lack of communication between initial deposit and final payment.
I also hear the same lip-service from numerous travel agents when it comes to espousing their customer service skills, and how important their clients are to them.
I am reminded of the political mumbo-jumbo when candidates are quick to tell voters what they want to hear, only to fail to follow through with their bogus promises. You would think that the popular vote would wise up to their BS, but it seems they never do. I suppose you are not in position to clean up our politicians’ acts but you are in position to clean up your act.
If you want to position yourself as somebody special in the eyes of your customers, you need only to walk your talk. All you need to do is do what you say you will do. And, here is some more free advice: Start your day earlier and finish it a few minutes later. This extra effort will pay dividends in the long run.
Find out what is important to your clients, and then begin delivering on your promises. Begin building a reputation of an “exceptional” provider of travel services. This will prove to be easier than you first imagined, since your competition is probably resting on their laurels.
Deliver value early. Deliver value often. Deliver value again and again.
Mike Marchev freely shares his experiences, strategies and observations with travel professionals in an effort to keep them on top of their game. For a complimentary copy of his 12-Word Marketing Plan send him an email at mike@mikemarchev.com.
Mike’s daily column is made possible by AmaWaterways.
