Dear Travel Agents/Advisors, 

I enjoy reading the conversation threads on Facebook in the different groups I belong to. It is fun to see other people’s opinions, and I love to learn from them.  I read an interesting question recently. They asked what do you, as a travel agent, suggest to a person who has never traveled before?

I believe that a person who has never traveled before and is looking for a travel agent is thinking more about traveling to a foreign country, rather than traveling locally.  In that online discussion I suggested travel to an English-speaking country or to any country where the person feels comfortable with the language. So, for Spanish speakers I would suggest a Spanish speaking country, and so on.

I remember the first time my husband and I went abroad after coming to the US from Brazil. We traveled to Spain and Portugal because we are both fluent in Portuguese and Spanish. Even though we had a tour package, we felt comfortable knowing we could speak to the locals and understand them.

Some travel agents suggested a cruise. That is a very specific suggestion. Some travelers might be uncomfortable being on water all the time. Others find a large ship overwhelming and sometimes crowded. Honestly, one only knows after having the experience, but it would not be my first choice. They will either love it, or hate you for suggesting it. LOL!

Some travel agents suggested local places, or countries where one doesn’t need a passport for entry. To me, this compares to when a kid is about 16 and starting to drive with the limitations of a learner’s permit. How great it feels once they finally pass the exam and have their own driver’s license!  Having a passport is important for all citizens. It allows travelers to feel the freedom to book a trip anywhere. Each page holds the secret of a future destination, and the owner of that passport has every right to fill it.

Cheers! 

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

 

Dear Travel Agents/Advisors,

If I had a dollar for every time I heard someone make one of the following statements I’d be rich: if only I could be more like her/him; be more assertive; charge a fee for my services; tell clients upfront not to waste my time; or…

Every time a travel agent comes to me for advice, I tell them – be yourself, everyone else is already taken. DO, SAY and TREAT your clients the way you want to be treated. Don’t try to imitate anyone else. If you do, you will not be YOU. Learn from any mistakes you make, and try to correct them the best way you can – not by being someone else, but by being you.

I always tell travel agents not to multitask when talking to a client or prospective ones; be 100% present and listen. Ask the important questions: where, when, how many people and the budget.

How does your client (or prospective one) sound? Are they: very assertive with their answers, flaky and not so sure, so automatic it sounds like they have said this over and over or are they multitasking and not 100% there? The answers to these questions provide you with big clues about who is seriously booking, who is shopping around, and who is just browsing and wasting your time.

With flaky people I usually use my sarcastic sense of humor (that is who I am!) and tell them to call me back when they are ready to book, and have done all of the “homework” (answering my questions).

For clients who speak like an automated computer, I ask them to send me what they perceive to be a good itinerary. About 90% of the time, they will forward me another travel agent’s itinerary. Then I ask if they are looking for a better price or service. Now we know who we are dealing with.

For the multi-tasking people, I ask when would be a better time to talk so we can both be totally present with no distractions during this important conversation.

Most of the time, when you are working with the assertive and ready to book ones, after listening carefully you’ll be able to give them a quote.Present the quote the same day if you can, and if it will take a few days to prepare, keep them posted and in the loop.

Sometimes you’re wrong, and the ones you thought were so ready to book will never respond, even after you have followed up a few times. If you are taking it personally, remember that we are

humans after all – and I have felt that feeling many times. And consider how childish and scared this person is behaving. Instead of saying something like: “Sorry, I am not interested now,” or, “Something came up, but I will get back to you in the future,” this person would rather burn all bridges with you, and not respond at all. Shame on them. You have now learned all you need to know about that person – not to work with him/her for free again, or not to work with them again at all. But you shouldn’t change yourself. After all, there are a lot of people very eager to have a travel agent just like YOU!

Cheers!

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

Dear Travel Agents/Advisors,

Every time someone uses the word expensive, they are making a judgment. A judgment is a characteristic that is determined by a person, but not by a search engine. As travel agents, we need to get rid of any judgment when quoting prices to a client or prospective ones. The only thing we should do is to provide a reality check (when the budget is too small for what they are requesting), so we do not waste anyone’s time.

The word or notion of expensive should be erased from all travel agent’s minds. I have seen clients coming in with a budget of $10,000 per person to destinations such as Tanzania in high season (migration), and who then ended up spending over $20,000 per person for accommodations, private tours and vehicles, once everything else was included.

Remember that what someone else’s priority is may not necessarily be yours. What someone else’s lifestyle is isn’t necessarily yours. It is best not to pass any judgment by thinking that anything is expensive, or even worse – saying it to a client!

I strongly believe that this is one important factor for the success of any travel agent. Once all judgment is off the table, clients will feel much more understood and comfortable in recommending their travel agent to friends and family they really like.

Cheers!

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

Dear Travel Agents/ Advisors, 

I encourage travel agents to specialize in selling group travel or different segments of travel, and to become experts in whatever they choose. My love of good wine has influenced me and I am slowly becoming more interested in winery travel. Even though I sometimes still get tipsy, I am excited to learn about the wines in all different parts of the world.

I remember coming to northern California many years ago from our home  in Los Angeles where we’ve lived over 35 years and tasting not so popular or tasty wines for free. Two years ago we decided to spend New Year’s in Napa Valley. What a difference a number of years can make! What a fun destination! There are over 500 wineries of all sizes, and all kinds of wines. Prices vary from $20 a bottle to much over $200 a bottle or more! 

We have been going to Europe for over 25 years and drinking wine from France, Spain and Italy, where everyone assumes all wines are from. Port wine (not my favorite) is from Portugal and we have been there as well. In 2014, we went to South Africa and I was surprised to learn that they have good wines: Chardonnay and Sauvignon Blanc, from Stellenbosch and Paarl. We started to buy wine from South Africa when entertaining friends. It has been a very pleasant experience. In 2017 we went to Australia and New Zealand and learned about their Syrah and late harvest. They offer many other delicious wines that now we look forward to drinking. My husband is from Argentina, so we are very familiar with Malbec and the wineries from Mendoza (Argentina) and Maipo Valley in Chile, with Cabernet Sauvignon in a style like Bordeaux and Cabernet Franc. Even Brazil, where I am from, is producing wine now  

Honestly, I love learning and I don’t feel that I need to become an expert in wines, nor in all the countries that produce good wines. I love the experience of learning about wines, and tasting them in their own countries instead of a cellar that sells international wines. I enjoy talking to people about these experiences, and am far from being a wine snob. I love sweet wines and get tipsy after my first glass (but let’s keep that a secret, since I can hold the same glass for hours! LOL!)

Cheers!

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

Dear Travel Agents/Advisors,

I recently read an interesting article on Facebook about hygiene in airline travel after the pandemic. I felt that much of the advice and facts they mentioned were just as valid now as they would have been during the pandemic. Not because I am in the industry, nor because I travel quite often, but just because they are all common sense!

Why would someone walking barefoot or with only socks on in the aisle and bathroom of the airplane expect that they would be clean or sanitized? How fast can trays, seats, and seatbelts be sanitized between every flight? And, just for fun, let’s imagine that the bathroom is completely sanitized in every single corner. It wouldn’t take very long  for it to become a contaminated zone!

Now, let’s talk about another matter of common sense. Another subject also related to travel that we expect travelers to know. It doesn’t cost more for travelers to use a travel agent. It actually costs them even less if they consider their time spent researching and resolving problems when they arrive, after booking, and/or during the trip.

When prospective clients compare the cost of a hotel night booked by a travel agent versus booking online through a search engine, they are doing the same thing as the traveler walking barefoot into the bathroom of an airplane… (possibly wearing socks!) They are not thinking everything through.

When a travel agent gives a price on a hotel room, it includes taxes, full buffet breakfast, and possibly even a great upgrade (or at least a nice room with nice view) for two big reasons. First, because the travel agent cares about the client. Secondly, the source she/he uses has a good relationship with the hotel, and will ensure that the client’s satisfaction comes first. A prospective client booking through a search engine is just a combination of numbers and letters making a booking code for that hotel – Mr. or Mrs. P23CA2024.

The hotel story sounds funny, and the barefoot in the bathroom story sounds gross, but to me, and most of the world, it is just a matter of common sense.

Wishing you all more honesty and common sense in this post-pandemic life!

Cheers!

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

Dear Travel Agents/Advisors,

As a travel mentor, I get many new TA’s concerned with how to promote themselves, and before they start working with me they have already spent a great deal of money on their websites. I don’t want to criticize their choice of spending money on a very complex website once they are already committed, BUT how are they going to drive people to their website? Some people buy a package that includes social media posts in addition to their website, and who knows what else. Then, the TA has to spend hours involved in learning new technology and whatever else might attract a possible prospective clientele.

I believe in spending less money, and buying t-shirts, caps, and souvenir bags in all the different countries I visit and expose clients to all the places I’ve gone. Wear the t-shirt you just bought in Jamaica, bring to church the bag from the cruise line you sailed, and wear to the supermarket the cap you got in Cancun, etc. Make each “souvenir” a conversation piece, and make your FACE get recognized as a TRAVEL AGENT/ADVISOR. Don’t give out your business card right away, only if the person asks for it. Be playful, be fun, make them notice that you are a TA.

In case you don’t have any “souvenirs” to wear, buy them! Google funny travel t-shirts or funny travel caps and buy some. You can buy bags from cruises online. Wrap your car if you want to. Make yourself shine and be the star. Make everyone in your community know who you are. Spend your time learning more about travel and destinations, get yourself a mentor or mentors and spend your time and money wisely.

Some of the best TA’s don’t even have a website because they are too busy selling and don’t have time to update the information on their website.

Think about it!

Cheers!

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

 

Dear Travel Agents/Advisors,

Let’s talk about how travel agents can travel for free, and group travel – some of my favorite subjects!

It can be very rewarding to book groups. It sounds impressive, and demonstrates your confidence and experience, which are all very good qualities in a travel agent. But, how much work is involved, and exactly how do you plan a group trip?

To plan a group trip, an agent should choose the destination and date of the trip. The size of the group will help to determine the price.  You’ll also need to decide if airfare will be included (and if so, from what gateway*). Then you’ll need to start promoting, advertising and getting deposits**.

Being the tour leader will allow you to travel for free. Make sure you have a good number of travelers so you can get your trip for free without making the group’s trip too expensive, or they might decide not to travel with you. Be creative – create a theme so people will be drawn to travel with your group.   

As I have mentioned in my previous blogs on group tours, some travelers seem to think of vacation as “no need to take my meds time,” which can make them not-so-pleasant to deal with. There can also be roommate problems, and people who like to complain just because they think they can. If you are very assertive and can deal with people with a big smile no matter what, you will definitely succeed as the tour leader  

* If using one gateway when people come from different cities and states, the travel agent needs to make sure that all connections are done properly, so everyone will be able to meet at the gateway.  Consider bad weather, flight cancellations and delays. Also make sure all participants have travel insurance. Keep in mind that people might blame you for delays and cancellations just because you booked the trip for them, or because you suggested one gateway. This doesn’t mean that it is your fault!  If everyone gets their own flights and meets at the destination, you will only take care of transfers and making sure everyone has travel insurance.

**Deposits, especially for tours that are scheduled 9 months to 1 year ahead can be a challenge. Some people give a deposit, and a few months later find something else, or change their mind, and want their money back. You are already counting on them for the group and have negotiated the price of the group based on that number of participants. Make sure the deposit is for a good amount, and NON-REFUNDABLE. That way, people will not change their minds.

I know many travel agents who make a life and a living by traveling with groups and love every minute of it.

Feel free to pick my brain and ask me questions. I have done many group tours during my years of having a tour company. I loved every single one, and developed many great friendships with participants.

Cheers!

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

 

Dear Travel Agents/Advisors,

Both new and not-so-new TA’s ask me if they need to be a good salesperson in order to have a successful business. They even ask me if it is worth it to take different courses from quite expensive, so-called “experts/ instructors.” 

Here is my answer to those who are wondering the same. Travelers are looking for genuine people who are trustworthy and ready to help, guide, and make a difference on their vacation. Most can smell a salesperson who is there for “the money” or best commission from afar.

A hairdresser who gives the best treatment and color to make a client happy will not think of selling more treatments.  A good doctor will prescribe the generic because it works just as well for a lower price, even though they might get more by prescribing the most expensive drug.  The acupuncturist who after 4 sessions tells the client that he/she is fine, instead of trying to sell 20 more sessions.  Get my drift?

Instead of spending a lot of money on classes that have a one-size-fits-all method on how to become a TA, spend your precious money buying t-shirts, caps, mugs, bags featuring places you want to sell and become a “billboard” by having knick-knacks and conversation pieces, and save more money to travel!

Be kind, be yourself, and believe that you are a gift to everyone you help. They will appreciate what you do, will recommend you, and come back for more!

Cheers!

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com

Dear Travel Agents/Advisors, 

I know many travel agents who struggle with the question of where they should advertise for new clients. I am asked about this at least once a week, and I totally understand the need to know the best places when spending time and money on advertising. If I claim to know so much about the travel business and volunteer my help for free, I should be able to guide you to the best places to find new clients. Fair enough!

Advertising works to reinforce both brands and names. The more exposure a name or a brand gets, the more positively the public reacts. The best places to advertise cost much more than places with less exposure. To produce and place a good advertisement, a chunk of money will need to be spent. It will assure people that your business is a good and reputable one. It will not guarantee that prospective clients won’t still try to get a bargain on your prices, copy and paste packages from another company to try to get the same price, or be rude.

The best advertising comes from you. Value your clients more. Remember their birthdays and important dates, and acknowledge these by sending a card, a little gift, or something that matters. Keep in touch with them. Befriend them on different social media sites, and take your time to comment and like their posts. Continually send them information about specials to different places, and times of the year. Good clients will help you build your reputation.  Happy people who have received the generosity of their travel agent/friend will go out of their way to spread the word about you and your business. And the cost is almost FREE!

There are many prospective clients out there. They can come to you through advertisements or by recommendation. Be the smart agent who has a great reputation and is known for your kindness. Meanwhile, spend your money on acquiring more knowledge, and by traveling. Take the time to send pictures of great places you have the opportunity of seeing. It really pays to discover the world.

Happy Travels! 

Follow me at:
Facebook @travelwithrosana
Instagram @travelwithrosana
Blogs @ http://www.travelwithrosana.com