Dear Travel Agents/ Advisors,

For many years, I have debated with people in the travel industry as to whether or not a good travel agent also needs to be a good sales person.

I have had the opportunity to interview and hire many travel agents for positions within my tour companies. I have hired sales people with great experience in “sales.” Because I was very hands-on during their training period, I watched them relate to our clients, most of whom were travel agents themselves!

I saw a difference between the new sales people and the travel agents already working  in my office. The sales people were interested in one thing: to make the quota and reach their target. The travel agents were more focused on service; making sure clients would remember their names, putting forth a distinct effort towards client retention and referral.

The sales people would transfer calls to me or another manager when they felt the client’s needs went beyond their “duty” of selling. If a client had questions, it was time to transfer the call. “Time is money” was like the air sales people breathe, and “next call” was stamped on their foreheads. If we had changed our business the next day to selling books, or shoes, or clothes I am confident they would have done an excellent job.

I made the decision to only hire travel agents to work for me, even those who had just left school. Yes, training was sometimes hard. Some were shy or not very confident, but they all had one thing in common: a passion for travel. That definitely came across on every call, as well as how much they cared for and about our clients.

I used to place a small mirror on each desk that said, “What you see is what they hear!” I asked them to smile and to be present in their conversations, to show how much they cared.They always ended up closing sales over their quotas, with the advantage of having repeat clients. I know that Travel Agents Rock” because they really care!

Cheers!

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

 

Dear TAs,

I have a theory. People feel more comfortable selling what they themselves like better than selling what they don’t. Let me explain this more clearly. Travel agents who enjoy cruises have an easier time selling cruises than selling land packages, and vice versa.

I have spoken to many travel agents who have only experienced cruises to the Caribbean and feel very comfortable selling them to their clients. I don’t blame them. After all, they know the product and can personally recommend it. But what if their prospective client wants to experience a safari? Or to discover The UAE? Or even to start experiencing the Seven Wonders of the World? Chances are, as a travel agent, you would have to refer your prospective client to another expert, OR get out of your comfort zone and learn more about land packages.

My question to those who are experienced with cruises in the Caribbean – should you be proactive and start learning more about other destinations and other kinds of packages, or should you choose to specialize in cruises?

I ask the same question to those agents who avoid selling cruises and feel more comfortable selling land packages. Should you start learning about cruises for your prospective clients in case they request one, or specialize in land packages, or specific destinations and types of activities?

My honest opinion is that you can choose to do either one! You can specialize in some areas or destinations and become the best you can be. Another option is to learn as you go. For this you will need to rely on Tour Operators who are travel agent friendly, that take their time guiding and teaching, who have a great reputation, and most importantly, will help you look good to your clients.

There really isn’t a better way; it all depends on the direction you want to take your business.

Remember, travel is a business where the clients are seeking fun, and they are looking for a reliable and caring travel agent. You, the travel agent, should enjoy what you do, show clients how much fun travel is, keep smiling and make it easy for the traveler. Don’t stress over it. Do what makes YOU happy and your clients will feel rewarded!

Cheers!  

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

 

Dear Travel Agents/Advisors,

As we start 2023 I want to remind you that I am here for you, and some of the reasons why. 

I am often asked by agents to be their mentor. What I do is free, and done with all my pleasure. I get many questions from agents asking for advice.  Again, I am here for all of you!

I have met many agents who are eager to get experience in a short time.  Let’s analyze those two concepts: experience, and in a short time.

How long does it take to gain experience in something, in our case, travel? Well, it depends on  how much we want to know, how much interest we have in specializing in different areas, and how much of a perfectionist some of us are.

How much time should we invest in learning? Again it depends on several factors. How we learn, how much we are able to learn, and how much of a “workaholic” we are willing to be.

So, as a travel agent, you approach your “mentor” (me) and get a bunch of ” it depends” answers. What kind of mentor am I?

Let me give you my honest opinion about the issue of gaining experience in a short time. I feel that if you show your client or prospective client how much you really care, experience moves down in importance to second place.  People are looking for a professional who has real feelings and a big heart, and who will stand with them for the entire journey. Experience alone is not enough. Experience PLUS caring will put the world at your feet!

I am cheering for you! Show how much you care, and learn at your own pace.

Feel free to contact me at:  Rosanatravel@aol.com

Cheers!

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

Dear Travel Agents/Advisors,

Even after an ideal vacation on a cruise on the sensational Celebrity Beyond, with incredible weather in the Caribbean, a few days prior and afterward in Florida, it was proven to me once again that we have no control over everything.

We didn’t want to rush from the cruise to our flight back home, so we spent an extra night in a beautiful boutique hotel in Miami, only 15 minutes away from the airport. It was the perfect plan to end our vacation. We enjoyed a delicious lunch and dinner and the view from our room on the 38th floor.

We arrived at the airport with plenty of time to enjoy the Delta Sky Club, then board the plane and sit in the “old” first class where the seats don’t recline, and it is a bit more comfortable than in an economy seat. I was happy to leave MIA at 8:55am EST and arrive in LAX at 11:45am PST.  Enough time for a nice lunch at home and a rest.

The plane left the gate and less than 3 minutes later the Captain announced that because of the weather in the middle of the country on the way to LAX, there would be problems and he was checking with the tower to get another route. Between that first announcement and the actual  time we left again, 5 hours went by with all of us still inside the plane. There was also a caveat: we needed to stop in Salt Lake City to change crew because it was going to be overtime for them.

Shouldn’t a nonstop flight cost more than a flight with a stopover? Well, that day it didn’t.

And what about food? I have had enough potato chips, pistachios and almonds to last me for over a year. That was my “lunch” and “dinner” because after stopping in SLC  for over 45 minutes we finally flew to LAX. By the time I got my suitcase (this is the last time I will ever take a real suitcase instead of only carry-ons on a cruise!!!!) we arrived home at 9:27pm PST (instead of noon-ish!) 

I was tired, irritated and jet lagged because of this extra long flight that had absolutely nothing to do with our beautiful vacation. Luckily I didn’t have a Travel Agent calling me to follow up with me, because at that time I was not in my best mood. This is why I always recommend waiting at least a week to follow up, so a hiccup like this will not point a finger at the wrong person!

Cheers!

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

Dear Travel Agents/Advisors,

I am writing this blog from the incredible Celebrity Beyond. It cost over $1 billion to build and you can see what a beauty she is. I highly recommend that you experience this ship, and/or book your clients on her. Every detail is so well thought out, even on the at-sea days you don’t feel crowded.

Well, I am impressed indeed, but I am also a cruise lover and enjoy a good cruise when I take one – just like a wine aficionado, you need one to know the other!

Now, how can you turn a person who has never been on a cruise into a cruise lover? Or how can you make a non-traveler into a travel addict?

These people have always been my biggest challenges and my favorite future clients.

To sell a cruise to a cruiseaholic is easy, they are already shopping and the travel agent/advisor who shows them that they care the most gets the client (notice that I didn’t say best price!)

Now, how can you convert a traveler into a cruiser? Show them a cruise where the food is awesome, the nightlife has a bit of everything and is high quality, where they don’t feel crowded, they experience great service, and the price justifies the expense. Don’t base prices on YOUR budget, give them a product that they will love, and you will have a client for life. Not only that, they might just book their next cruises while on that cruise!

How do you convert a “stay at home, can’t afford it, and don’t enjoy travel” into a travel addict?

These are the forgotten clients, and honestly they are the best once you get them, and you can, for life, just hold their hands!

Fear is their middle name: fear of the unknown, fear of how to, fear of what can possibly go wrong, and fear of changes. They need someone with special powers to make them feel comfortable and explain every detail – even how to pay for the trip, how to get to the airport, what comes next, and after that. Many need help even with how to pay monthly, because for them, money is like water and it is so hard to save enough to pay all at once.

I know that not everyone was born to be a teacher and a bank teller at the same time, but after a couple of times it becomes like teaching a little kid to ride a bike and then, they will ride every time with YOU!

Finding the clients who were not available and making them your best clients is the best advice I can give for the new year! Happy 2023!

Cheers!

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