Dear Travel Agents/Advisors,
I have a question for you. How do you deal with prospective clients who complain about high prices, and when you offer them an affordable trip, they think there is something not kosher about it?
I can see that many behaviors have changed since the internet began. Companies can now hide behind a big and fancy website. Before the internet, big companies were brick and mortar and had employees with many years in the business. After dot coms came to be, any company with a very impressive website can “suggest” to prospective clients that they have different departments, many locations, and so forth. Many people have lost money and trips because of these pseudo-scam companies.
Meanwhile, some companies have taken advantage of the tourism industry and invested heavily in advertising. They are not as focused on the product, but more on the final price; cutting the travel agent out and offering the customer a product without service, at the click of a button. There are reputable companies with no customer service and total automation, because after all, people, especially good and well-trained staff, cost money.
Nowadays, more and more travelers want customer service and tour companies are willing to pay commissions without increasing their prices to attract travel advisors/agents to sell their products. Actually, they are even willing to lower their prices to travel agents so they can sell to that market (the clients who come ready and are already prepared and “pampered” by the travel agents.)
Now, I’ll go back to the question at the beginning of this blog. Why do some prospective clients complain about prices and then when a travel agent offers an affordable option, do they feel suspicious?
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