Dear TA’s,

I have posted before that travelers use agents/advisors for the same reason patients use doctors. I think that this is kind of common sense.

But there is an important point that I want to make: there are good doctors, and not so good doctors. For example, a patient goes to a doctor with horrible headaches. Once the professional learns about the symptoms, he/she prescribes strong pain killers (side effects included) and hopefully the pain will be cured.

Another patient goes to different doctor with the same symptoms. After the professional spends some time asking questions about the patient’s daily routine, workout habits, etc., it becomes clear that the pain is coming from sitting on a bad chair every day for 10 hours of work. After recommending changing the chair and standing up every 30 minutes, with no meds (and no side effects) the symptoms were addressed, and the cure will be permanent.

Why am I telling you this?

A TA should deal with a client or prospective one using the same methods as the second doctor. Don’t just “fill out the form.” Engage with your client. Learn more about their lifestyle by asking about hobbies, entertainment, food, and work. Don’t interview – just tell them that in order to make their vacation perfect you would like to know them a bit better. If you need to, tell them about the “good doctor” like I explained above.

While you are talking to them, be 100% present. DO NOT MULTITASK (you wouldn’t like your doctor to do that, right?) That way, even if they give you a small budget to work with, the fact that you now know more about them, such as restaurant preferences, entertainment, etc. you can tell them that in your expert opinion, they might be better off on a more expensive cruise, for example. You would rather know that they have a vacation that suits their expectations, rather than being miserable and calling you every day to complain.

That is not only being a “good doctor” but knowing that you will close every sale and earn respect from every client – kind of like going to the casino and knowing you will hit every jackpot!

Cheers to you!

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Dear TA’s,

I have read over and over again that many Travel Agents/Advisors are disappointed that their friends and family don’t support their businesses. I have had two very successful Tour Operator businesses before, and I always believed that mixing business with family and friends could lead to many misunderstandings.

Both sides try their best to help each other. The TA feels that he/she is working harder to please the friend/family member. By the same token, they perceive that they are being taken advantage of since they can be reached at any time during the week or weekend.

The same happens to the friend/family member who feels that they are not asking for as much as they could be asking a stranger to avoid putting extra pressure on their personal relationship  – but at the same time believe that they might have gotten a better deal someplace else.

And that is how many misunderstandings happen. Friendships can be broken, and Thanksgiving and Christmas can take on a very different tone. We might even find those friends and family suing each other on Judge Judy!

I remember that as a favor many years ago, I sold an airline ticket to my manicurist with no profit since she needed to go visit her mom in El Salvador for an emergency. I would have felt horrible by profiting with any money in this case. The departure time on the ticket was 11:59pm, one minute before the next day. She arrived at the airport on the wrong day (the day after) and at 11:00pm she called my cell and wanted me to fix the mistake. She blamed me for the mistake, and I lost my favorite manicurist.

I always recommend that people in business count on strangers to become clients, and eventually their favorite clients will become friends.

How about you?

Cheers to new friends!

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

 

Dear TA’s,

When a prospective client calls and tells you that they want to go on a cruise for the first time, and you learn that they are a couple, early 40s, looking for a 5-day cruise, and want your recommendation since they know you are an expert – what is your response?

I can tell you that this advice can be the most crucial part of the equation and will reveal whether you are a successful travel advisor/agent, or just trying to survive in this business.

Many TA’s feel the urge to start talking about their knowledge of cruises to eventually book the cruise. But, as much as they know about cruises, they lack knowledge about the prospective clients. This will not only delay the sale, but most often, waste everybody’s time, making the experience frustrating for both sides.

The best approach is to try to learn more about the prospective clients (even if they seem in a hurry or distracted).  Learn as much as you can about them, so when you offer your recommendations they will be happier, not only appreciating your knowledge, but how you can make all their dreams come true.

Listening is an important skill that not everyone knows how to practice. Don’t expect to remember all the details, write them down. Follow a guideline of questions, you learn a lot by letting your clients talk. Make them feel relaxed and not judged. Find something they enjoy talking about it.

People usually like to talk about food, cars, clothes and hobbies. These types of subjects usually don’t cause any reason for disagreement. Try one of these, see what your prospective client reveals about themselves with that. So, for example if you talk about food you can mention that your favorite food is Italian, and your client says he/she likes Thai. Then you ask for names of good Thai restaurants she/he recommends.  You can then Google how expensive the restaurants are. Slowly, you’ll build a profile of your prospective client to see what kind of ship and room will suit them best.

Clients and prospective ones (and people in general) like to know that their needs are being understood without having to repeat themselves over and over, and that they are not being judged or misled. Budget is a concept that needs to be considered very carefully; what is expensive in my eyes, could be pocket change for someone else, or vice versa.

The biggest mistake a TA can make is to assume what the budget of another person is based on their appearance, or on their own reality.

Listening with all senses is the secret!

Cheers!

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

 

Dear TA’s,

Are you OK? Am I OK?

It is March 1st, and it is still cold on the majority of the North Hemisphere. On the calendar, spring starts on March 20th.

Covid is still present, and now we are facing the war with Ukraine (have you ever been to Ukraine?), and prices are going up on many things.

Travel Agents/Advisors are supposed to dress with their best smiles and create the most beautiful travel dreams for their clients and prospective ones. For many, it is a tough job!

What I want to say to all of you out there, especially to those who read my blogs, is that it is OK to feel blue, sad, and even to start your day a little late when the blankets call you a little longer.

For those of you out there who feel even more sad, those of you who are really struggling with all of this, you are not alone. Please get some help, call a friend, and find a reputable therapist and/or psychiatrist. It is OK to feel sad. Even the most optimistic people, as many Travel Agents/Advisors who see the world as a beautiful and poetic place to celebrate life, are allowed to feel blue.

There are some countries that right now can’t be on anyone’s bucket list, unfortunately. Venezuela and Myanmar were on mine, and I had to delete them. Luckily, I have been to Ukraine before.

I have already been to many countries in Asia so I don’t need to wait for them to open for tourists right now. But they are definitely worth the wait!

The world is a “little” upside right now. I will let you define “little,” and I encourage all TA’s to continue promoting travel, because despite all, we all need to travel to discover our best selves.

Cheers my friends, and remember IT IS OK!

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