Dear Travel Agents/Advisors,

There are many ways to continue learning about the business of travel. One good option is to attend webinars and classes – who am I to disagree with that? I’d like to suggest other ideas –  things I have been doing for almost 30 years. I learn from experience. Let me give you some examples of this so you can experience the same things and take advantage of this learning opportunity.

Since I fly quite a lot, I try to experience different airlines and airports so I can form my own opinions. Plus, being a chatterbox, I talk to others on my flight and at the airport to also get their opinions. From these experiences I can tell travel agents about easier connections in the US, and friendlier and easier TSA screening, especially if you are in a hurry. These are not only my own opinions, but also those of others who shared flights around the same time – both during holidays and at regular times of the year.

Something else I do is to sample food. I order different special foods from different airlines, such as gluten free, vegan, kosher, etc,. so I can give travel agents an idea of which airlines serve the best tasting selections. Honestly, I was blown away by the gluten free options offered by Emirates: AWESOME!

I have experienced and learned that trying to make a connection between domestic and international in Boston or San Francisco is a nightmare, especially if the domestic flight gets delayed! AVOID THAT IF YOU CAN!  I can also tell you the friendliest arrival airports: the best and worst ones I have experienced while traveling to 90 countries (so far)!

I am not the most knowledgeable, nor I want to be, but my brain is full of details that I know are priceless!

Cheers!

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

 

Dear Travel Agents/Advisors,

For those of you who are newbies, and also those who have been in this business forever but still feel like a newbie because of so many changes recently, this one’s for you

We all feel anxiety when we have a new client, a first time traveler, a special person, or even a group going on an all-Inclusive, cruise or even a group excursion. We check our phones ten times to see if the volume is loud enough to hear it ring, we check our text messages, messenger, WhatsApp and emails. Does this sound familiar to you?

Some even question if this is really the right career for them because they feel like a “nervous wreck.” This reminds me of almost 37 years ago when my first son was born. I was prepared not to sleep, not to have a “normal” life because babies are hard to take care of, especially back then when we didn’t have monitors and cameras as we do today. My baby came home and slept through the night, but I didn’t. I kept checking on him to be sure he was alive.  I even called the pediatrician and asked what I was supposed to do, and he said: “Go to sleep.”

So, I use the same idea when working with clients. Leave your phone next to you, but enjoy the day. Drink the coffee and smell the roses. IF, and ONLY IF your client has a problem, he/she/they will contact you. You will hear it loud and clear, and you will deal with it. There is nothing to fear. 

If you want to hear more about how to deal with the problems when they arise, let me know!

Cheers!

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

Dear Travel Agents/Advisors,

Many of you know I had a tour operator business for over 23 years, and that I worked mostly with travel agents. I became friends with some clients and travel agents. They always asked me what months of the year I made more bookings, and in which months our company was busier. Luckily, business steadily increased, but we didn’t notice any big variation in which months this happened.

My education is in business administration, with a minor in psychology. I have learned both at school and in life that most people purchase on impulse and spur of the moment. Most people are visual, and others act on impulse when they hear, taste or smell something.

With travel, when someone watches a movie or sees pictures of a place, it creates a desire to go there. If they listen to a story, hear news about a place, or eat food from a different country, they crave seeing it and being there. Impulse is the name of the game, and when they are ready to book, you need to be their next thought, and a phone call away. How can you be sure that every time a person who knows you thinks about traveling, they will think of you?

Keep showing up! On social media, with weekly emails, bi-weekly texts. Be present and remind them that life is short and sweet. No one should waste life standing still, by not experiencing new places or different cultures. Travel until the whole world becomes one big well-known place, so worth living in and being explored.

Let everyone know that acting impulsively is normal and good and that you are there to make it all worthwhile. Live, love, and travel like there is no tomorrow, and your world will be a better place!

Feel free to use my posts and send them to your clients. 

Cheers!

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

Dear Travel Agents/Advisors, 

How do you deal with different kinds of people/clients?  I have divided people in general into three big categories where I can place them most of the time:

People who see the half glass as half full, those who see the half glass as half empty and the ones who see the glass broken with pieces of glass cutting into their bare feet!

Unfortunately, we usually find out what category new clients have classified themselves as AFTER they travel.

The glass half full person might come back with some comments (complaints), but will always try to emphasize the positive and tell you how great everything was, despite little things that could have been improved. Listen to them, appreciate their input, and tell them you will make sure to consider their valuable input.

When the glass half empty person comes back with complaints, remember, their type will only have complaints and no positive feedback. First and foremost, DO NOT TAKE IT PERSONALLY!  Then, listen, let them vent. Remember that they think they are RIGHT! If they raise their voice, make sure you speak lower and more softly than they do, but not so much lower that they can’t hear, or misunderstand you. Keep in mind it takes two people to fight, and by keeping your voice lower, you are not giving them that opportunity.

Empathy is the key to success. You can even apologize for the way your client felt, but NOT FOR WHAT HAPPENED, IF THERE WAS NO WRONG DOING!

Ask if you can make sure that you understand what happened by repeating what the client told you, many times. Once they hear you repeat their complaint, they may realize how small or silly the situation was. Ask questions without passing judgement. Ask why they didn’t reach out to you on the first or second day? Why didn’t they complain to the tour guide if he/she was late on the first day, and so on.

For the glass is broken and in their bare feet people – use most of the advice above, but remember, NOTHING will work. They are unhappy, and the best solution is to write a note to yourself with their names in big capital letters, then let them move on and be someone else’s problem! Life is too short to be surrounded by negativity!

Cheers!

Rosana Chermisqui – Your Mentor

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