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! 

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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:
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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