Customer service in the travel, or any other, industry has become a cliché. Everybody says they give world-class service; yet, why is everybody whining about the absence of world-class service? Maybe it is because we are singing from the wrong song sheet. Perhaps it is because we are drinking from the wrong Kool-Aid vat. Maybe the answer is because you’re making this harder than it has to be.
Make a list of the things you expect as a customer. You want to be heard. You want to be respected. You want your phone calls answered. You want your emails responded to expeditiously. You want your opinion to be heard. You want your requests to be considered. You want vendors to appreciate the fact that, with many alternatives, you decided to give your money to this particular vendor.
One of my favorite sayings reminds you that, “your customer is my prospect.” And you can be sure that I am going to find more energy and more creativity in trying to land my next piece of business – than you will be trying to keep your current client satisfied.
If this is the case, and it definitely is the case, then it is in your best interest to go out immediately and solidify your relationship with your top tier clients. Don’t even think about procrastinating as you do not have the luxury of time working in your favor.
Finding new business is hard enough today. Don’t complicate it by losing the business you already have with your good clients. Never, ever take these people for granted.
Mike Marchev is always looking for a few more proactive travel professionals to join his Sales and Marketing Club. Send for details.