Dear Travel Agents/Advisors, 

How many of your clients can travel often? How many clients have been referred to you?

These are rhetorical questions, I am not trying to do a survey, but just want you to reflect on these questions.

A travel agent’s world would be a perfect place if all of their clients would travel a few times a year, and if they all referred their friends and families, and their friends and families would take their recommendation and become perfect clients, and so on….

Unfortunately, not every client can travel that often because of that important word – “budget.”  Others don’t want to  travel to certain destinations or even cancel their plans because of another word – “fear.” (Of hurricanes, terrorism, earthquakes, security, epidemics, etc.)

Let’s focus on BUDGET. This is a very personal and delicate subject that needs to be discussed with each of our clients. Some wise posts on social media can put a great spin on this conversation, and make great points about the benefits of travel. I do this quite often in my posts, by using comparisons, for example:  

1) Travel is cheaper than Botox, it doesn’t hurt, and it lasts longer! 

2) An experienced travel agent may be able to help you better than a therapist can. Tell them your problems and she/he will send you to a paradise destination.

3) Cigarette smokers who quit a pack a day habit can pay for travel once a year

4) Coffee drinkers who limit going to a coffee shop only once a week can definitely save for a nice trip. 

5) Bringing lunch from home instead of eating out everyday is another great example for savings 

6) Traveling once a year keeps the doctor away. (Being more relaxed and less stressed can help reduce the effects of diabetes, high blood pressure, high cholesterol, etc.)

By giving your clients food for thought, you can help them prioritize things in their lives, and provide an incentive to budget more for travel. You are just stating the truth, and showing them reasons that living a full and enjoyable life has an impact on that other word: FEAR.

We should live every day to the fullest, enjoy every picture, every place and every memory. Life in this world happens only once, so we need to make the most of it.

Cheers!

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

 

Dear Travel Agents/Advisors,

Have you ever wished that you started your business years ago? Or wished for more friends? More followers? More money…… How easy it is to visit the land of “How I Wish!”

People do this all the time, and it causes such frustration and anxiety. These thoughts can come at any time – even to people who seem to have it all – because no one really has everything they want!

I love reading posts from travel agents celebrating their first booking. I still remember mine and all the emotions I felt. My feeling of accomplishment was huge, as though I couldn’t fit it all inside myself!  I remember how I felt on my first trip to Europe… my first time on an airplane… my first cruise… (I brought so many medications because I was sure I was going to be seasick!)

I love the feeling of arriving in a new country and being amazed by a different culture, colors, smell, etc. I also love the posts of people thanking God for another day, and celebrating the opportunity to start again.

What happens to the memory of those wonderful feelings when people spend their time thinking, “How I wish I had …..?” How can we guide our thoughts to think more about our blessings instead of “How I Wish?” Can you imagine that others wish to be just like us?

Life isn’t always fair.  I am writing this not only to remind you of this, but also to remind myself to be less critical, to treat myself and others more kindly, and for us all to be our own real best friends. Life is too short, especially when we spend our time frowning and wishing we had, or we were, or we did.

To all the beauty in the world that only those who really love themselves can see and celebrate, raise your head high and smile. You deserve beauty and happiness!

 Cheers to you! 

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

Dear Travel Agent,

I have often been approached with questions about how to deal with clients who are “know it alls.” Even as tour operator, I had travel agents who seemed to want to teach me how to run my own company, or tell me how I should create my tour packages. Was that annoying? You bet!

I am a true believer in taking a deep breath and trying to understand, which is not always easy. But in a world where we are so tired of hatred, how can I call myself a “lover” when the first thing I want to do is to kick that kind of prospective client in the behind, and tell her/him to go shop somewhere else.

I believe in building bridges. If any prospective client comes to me, it was for a reason. With a smile on my face and kindness in my heart, I will let that person hear my voice over the phone asking the question: “What can I help you with?”

Not everyone is bad, not everyone is racist (I am Hispanic and speak with a Brazilian accent). However, so many people have personal issues or fears. Many times all people need are some caring words and validation. Once you break down the barriers and build a bridge, you will find a reliable client. They will trust you, come back, and recommend you to friends and family.

Some of you reading my blog might call me a dreamer or even delusional, LOL! Those who really know me, know that I built a successful business and spend my life making friends, instead of trying to prove who is more “macho!”

As I always say, life is short and travel is a blessing. Just have fun and build as many bridges as you can – you never know where they will take you!

With love,

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

Dear Travel Agents/ Advisors,

What are the reasons you travel or want to travel? 

I have found that it is much easier to sell what you would buy, rather than what you think others should buy. Below is my list of the reasons I travel. I truly believe in each one of them.

1.) Life is too short to stand still, to dream about places to see but not doing anything about it.

2.) I don’t want to wait until retirement age, or until my kids are grown and doing well, or for my grand kids to go to college before I start living my life and start traveling. My time is now, and I owe it to myself.

3.) No one will care about and love me more than I love and care for myself. I need to wake up, smell the coffee and the flowers, smile, think how fast the clock is ticking, and make my travel dreams come true! 

To me, making my dreams come true is to travel the world. I want to make this huge planet seem as though I can conquer it all during my lifetime. I want to explore every country and city that I dream about and make memories in each of them.  

When I am an old lady it may be too hard to travel. My bones might prefer to stay at home. But, I will have no regrets, and will treasure my many memories because I loved myself enough to travel.

I’ve always wanted to be a happy person and now, more than ever, I want to be a happy traveler.

What about you?

Cheers!

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

Dear Travel Agents/Advisors,

Thanks to Facebook and other social media, we live in a world that feels like the grass is always greener on the other side. It seems like only MY grass has so many weeds, and is a more greenish yellow-brown than the deep green of my neighbor’s! Isn’t this true?

I remember that when I went to meetings and conventions before social media, other companies and competitors talked about how WONDERFUL their businesses were doing, but I knew from other sources that it wasn’t the truth. Let’s face it, people haven’t changed, only the method used to deliver the “news” has. Now information is more “in your face” and you are constantly bombarded with information every time you check your social media. There was a time when you only found out about people or companies when you met them in person.

Let’s talk a bit about clients who complain during their trips – just when you thought you were all done and ready to enjoy your commission and the benefit of a referral. Suddenly, you get an awful phone call, text message or email. If a problem is happening on your client’s trip, contact your supplier and tell your clients that you are doing so. Get back to the client as soon as you get an answer from the supplier. If a problem has ALREADY happened and they want to complain about it and demand a solution, ask them to send it in writing with all details. If it is pertinent to the supplier, forward the complaint and ask for an explanation and/or compensation for your client.

Remember, a client always behaves differently when he/she is excited planning for the vacation compared to when they are actually on the trip. Not every traveler is relaxed and easygoing. Some are more demanding, more uptight. Jet lag can have a bad effect on many people, and a change in medication can play an important role (taking it on time, changing it, or not taking it at all).

From a supplier’s perspective, I can tell you that some clients will complain even because of the weather (over which no one has any control) and demand compensation for that.

My advice is to listen to your client, deal with real problems as soon as they arise (and deal directly with the supplier) and if not, ask to have it put in writing in detail once they get back. Let them cool off and have the time and energy to put it all in writing.

Handling an upset client is similar to what you should do when you feel overwhelmed by so many postings about fantastic green grass on Facebook. Take a few deep breaths. Be gentle to your clients, and to yourself!

Travel is like life, only those who choose to see the beauty actually will!

Cheers!

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

Have Your Cake And Eat It Too Times 2

Dear Travel Agents/ Advisors,

Or, we could rephrase that to say ”How to have a great time with your clients.” Throughout my career, I have been very lucky. I have traveled with many travel agents who became my dear friends, and I hope to continue doing so. I believe that some of the greatest gifts in life are travel and friends. What a joy to meet new people with one thing in common – travel.

I would never have met these wonderful people if I hadn’t organized tours for them. I met these newfound friends on FAM Trips and Tours for Women. They were travel agents and their companions from all over the USA and Canada. All of us were from different backgrounds, ages, with differing views of the world, but all sharing a love of travel and traveling together. This is the cherry on top for me, the part of my work that I look forward to the most!

To ensure a smooth and wonderful group tour, you need to make sure that you will be the Travel Leader. (Organizers of  a group become the Travel Leader.)

Important responsibilities of the leader include:

• Deciding who will pair the roommates: you, or will you let the travelers interview one another? If you decide that you will be doing it, ask the important questions, such as o you snore? What do you expect from your roommate? Also, ask other questions pertinent to your specific trip.
• Deciding if you will all travel together from one gateway, or meet at the destination.
• Deciding how much “free” time and/or optional tours you will offer to your group.
• Decide the number of people that will be included on your trip. Keep it small for your first group to make it more manageable.
• Deciding if tips to drivers and tour guides are included, and if not, if you will collect from the group and present to each professional, or let each traveler give individually. (Please advise your travelers ahead of time to avoid surprises!)
• Set ground rules before the trip, or as soon as you arrive to avoid future problems. (Problems will happen, and I could write a book about them!) Ask travelers to let you know that if they have a problem “today” to tell you “today,” and not “tomorrow.” It is hard to solve problems from “yesterday.”
• Medication – People seem to believe that once they are on vacation, it means “I will not take my medication.”  This is a big mistake, and can jeopardize a great trip for everyone.
• Respect: Personal views on politics, race and religion are very sensitive.  Decide how you want to handle them if they come up!
• Make sure that you will be the only one communicating to the tour guide and tour organizer. This way, you avoid too many tour leaders and everyone knows who is who.
• HAVE FUN, MAKE FRIENDS, AND PLAN ANOTHER TRIP!

Cheers!

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

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