Don’t Shoot Yourself In The Foot | TravelResearchOnline


Don’t Shoot Yourself In The Foot

I see it all the time. Sometimes multiple times in a single week. And when I am party to it, I see red. I feel the hair on the back of neck rise as my heartbeat shoots into palpitation mode.

Why don’t more people realize that it takes time…months…and even years to earn a customer. And with a single mismanaged phone call one can put a dent in your income without saying a word?

Consider yourself warned. You DO NOT have to shoot yourself in the foot. Learn by my observation. This is a True Story.

I called my gas company this week to ask them to “top-off” my holding tank prior to leaving town for a couple of months. As a customer, I was expecting an upbeat greeting. I received a silent response when I said, “Hi Michelle. This is Mike Marchev.”

Silence. I then took this as my cue to continue talking by mentioning “I am calling since I will be heading to Florida and need a “top-off.” Since it was 12 degrees at the time of my call, I thought this information might have stirred the pot and elicited a lively barb or two. Again…silence.

From my viewpoint, I gave this phone receptionist two large opportunities to build on an already sound relationship. BANG! Right in the foot. I called looking for a friendly conversation and some promised assuredness. I received neither. I finished my gas order feeling somewhat less than appreciated.

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I am not going to write a script for you when you find yourself in these relationship-building situations. What I am going to do is remind you that (1) These are enormous opportunities to establish rapport; (2) it is easy to be friendly and interested in your customers; and (3) don’t shoot yourself in the foot simply because it is almost quitting time and you just don’t feel like making a living.

News: My Inner Circle Sales & Marketing Club is the closest thing to a magic elixir. Why not give it a shot for a month to see if it is for you? Send me an email and I will address your questions and concerns.

Mike Marchev

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

SPECIAL OPPORTUNITY: To be placed on the distribution list to receive Mike’s Marketing Memo filled with tips and proactive ideas send him an email by CLICKING HERE.

Mike’s daily column is made possible by AmaWaterways.

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