Dear Travel Agents/Advisors,

How often do you feel that the phrase, “no good deed goes unpunished,” is a true statement? I honestly feel this way sometimes, especially when I deal with “friends” and family. Notice that I wrote friends in quotation marks, because I don’t believe that true friends behave that way!

But truly, how many times do we go out of our way to be nice, to do good, only to be blamed later or to be misunderstood. I have been at the point where I almost threw in the towel – becoming numb, and losing my interest in being “a nice guy.” I can tell you some stories that have made me feel like that lately, but I am sure that you have a story too – so we would just be commiserating together.

But, allow me to tell you what happened today. I live on a street that shares the same name as another street in the same town. The difference that my street is South and the other address, a large company, is North. I came home, and on my porch there was a package from FEDEX with my address (South) but the company’s name from North.

I didn’t think twice, and called the company on North and explained that I had their package. Since they are a big company, and I left it on my porch and someone came to pick it up. I completely forgot about it!

Later on, I got a phone call from a number I didn’t recognize it, so I ignored it, but the person called 4 times. Finally the person left me a message. I checked the message. It was the important guy from the North, telling me there was something outside my door for me, and thanking me for calling them and making sure his package got delivered to the right address. I opened the door and a huge flower arrangement was there for me with a nice thank you note. I called him back and thanked him for the beautiful flowers, it was very kind of him.

So, good deeds often go just the way they are supposed to. The result is not a reflection of who you are, but shows who the other person is.

My mom, who is in heaven now, used to say that we shouldn’t change because of others; some people are able to see the good and beauty, others see the bad and ugly. Always be your best self. Unfortunately, sometimes people will misunderstand your goodness – but the right ones will surprise you with kindness.

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Dear Travel Agents/Advisors,

As we well know, the number one reason most people give as an excuse or reason NOT to travel is money. When I say “excuse” or “reason” I am doing so on purpose, because who can argue with such a strong justification like that? Who are you to tell me how I should prioritize my spending? Why should I explain my bank account to you?

End of the discussion!

Well, money is a matter of priority. Some people don’t have the money to travel, but drink Starbucks daily or twice a day – a grande latte with 2 Splenda and soy milk, extra hot. Others swear they can’t afford to travel, over a 6-inch Subway Rotisserie-Style chicken sandwich. And, how about the combo size popcorn and coke at the movies every weekend, because we all need a reward after a hard and long work week!

But talking seriously now, once we retire, when the children are out of the house, there is less stress dealing with grandchildren rather than children – we all know in our hearts there will be money down the road for some travel, right?

People are allowed to lie to themselves, who am I to judge? But, these are all excuses, because it is easier to believe that there is no money to travel than to face the FEAR OF THE UNKNOWN!

People should face their fears and talk to a trustworthy travel agent/advisor and make a deposit on a well-deserved, rewarding trip. Prepare your coffee and lunch at home and sneak a Kit Kat from the supermarket into the movie theater. No one really cares but you! Take care of yourself first, be proud of your accomplishments, and reward yourself with a vacation that you can afford. You deserve it and can work on the scary fear of dealing with the unknown. You are not alone, and a great travel agent will guide you through.

Remember, the best taste in life is learning something new -such as getting rid of a fear, and it is fun to take lots of pictures of the places you visited, being proud and brave!

Money is just an instrument between you and your happiness. Make it work for you, not against you!

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Dear Travel Agents/Advisors,

This week I will continue to provide solutions to the “unresolved problems” of those who fear the unknown – now famously known as “The Untapped Market.”

• Unfamiliar with the Visa process (when one is needed, how to get one).  
  A travel agent/advisor tells travelers which countries need a Visa based on the passport you have. Most countries issue a Visa upon arrival in the airport, so have some money prepared for that, and most of the time, fees are charged in US dollars.
• Foreign currency – how to exchange, how to use, how much to tip, when to tip.    Most countries accept US dollars for most transactions. My advice is to exchange the minimum possible at the hotel or airport once travelers arrive in the country. They’ll want just enough for water and little souvenirs. Most places accept credit cards or US dollars and the exchange is very fair.  For Europe, I recommend exchanging to Euros and/or pounds, the dollar doesn’t carry as much weight there as it does in the rest of the world.  For tips: ask if the tips are included in the package. Some companies include all tips and gratuities. If not included, ask the travel agent/advisor about it. Some countries, like Japan, consider tips to be offensive.
• Rules/Laws/Customs of foreign countries (do not want to get in trouble or offend people).
  A good travel agent/ advisor will guide the client to where they can find all information about how to be polite in a foreign country, but my best advice is to smile. A bright smile can always bring good karma and it is translated in every language.
• Responsibility for travel companions (feeling like being the blind leading the blind!).
  I strongly recommend joining a group and having the tour leader be the responsible one – especially for travel beginners.
• Worry something will go wrong – what to do if a flight delay, or transfers not there, or hotel reservation not available.
  Again, I definitely suggest using a travel agent/advisor, and participating in group travel with a tour leader. On top of all of that – travelers should get travel insurance. Now, all bases are covered. If something goes wrong, you have a phone number to call. The person on the other end will help the client. Remember to download a deep-breathing app on the cell phone for relaxation. Also very important is to write a list of all “problems” that could go wrong, and discuss these with the travel agent, travel insurance agent and tour leader (you’ll want to talk to each one of them.)
• Cell phone service.
  Call your cell phone company and ask about travel plans. I have AT&T and we pay $10 a day for all calls, unlimited emails, texts etc.
• How to deal with jet lag.  
  The best way possible to deal with jet lag is to avoid naps and go to sleep in the night time of the place you are. During daytime, stay outside as long as possible to avoid the craving for a nap.
• What to do if an emergency happens at home.
  Travel Insurance deals with any emergencies anywhere. If a problem happens at home, the tour leader can get you in touch with your travel insurance while you’re abroad, and change the ticket to come home sooner.

Don’t stop living a great life because of a fear of the unknown. No one can control everything in anyone’s life. Those who fear airplanes could die of a plane crashing on top of their homes. Live your life to the fullest so you regret nothing.

Cheers to living the greatest life, because that is my goal!

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Dear Travel Agents/Advisors,

This week I will follow up on my blog from last week about an untapped market of People who “don’t want to” or “don’t like to” travel. These excuses translate to a “fear of the unknown” more than any other reason.

Today we will review how to deal with some of their reasons, give these people assurance, and a reason to turn to you, their hero:

• Money – not enough! LOL! What to do if emergency arises and they cannot pay – I want to address this one with a special blog since there are lots of ways to deal with this sensitive situation. Please check back in two weeks!  
• Inability to speak foreign language – I truly believe that a smile speaks louder than any other words. Also, learning some basic words is fun and gives travelers something to look forward to, and thirdly, suggest traveling with a small tour group. These are the best pieces of advice for everyone, on every budget! 
• Discomfort or fear of plane rides – If you ask most people who travel, they will confess that they don’t like the plane ride, going through TSA, standing in line, changing planes and so forth. Show me anyone who likes every little detail that they go through every single day to achieve what they want or love?  This is why there is booze and meds. Take advantage, but don’t abuse 😜!
• Flight delay/cancellation causing missed connections or missed cruise departure –   Travel Insurance combined with the help of an expert Travel Agent/Advisor who has explained all the pros and cons of a direct flight if available or arriving a day prior if possible. It’s like having an umbrella on a day with guaranteed sunny weather. 
• No passport – unfamiliarity with them – how many pages you need, one country not wanting another country’s stamp – If your US passport was issued when you were 16 years old or older, your passport is valid for 10 years. If your US passport was issued when you were 15 years old or younger, your passport is valid for 5 years.   For More information check:  https://visacentral.com/passport-faqs

Next week, I’ll provide more solutions for other reasons travelers have. Please come back to learn more. Meanwhile, I want to hear from you – your opinions and how to deal with the reasons above.

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Dear Travel Agents/Advisors,

We’ve talked a lot about prospective clients – family and friends who could potentially become clients, and where to look for other potential clients.

I want to make sure you are aware of another huge untapped market: the non-travelers. The people who say they don’t want to travel, or don’t like to.

From this huge market, I’ll bet any of you that the words “don’t want” or “don’t like to” translate to “fear of the unknown” more than any other reason.

Here is a list of reasons why people say they don’t travel, you’ve probably heard other reasons as well:

In no particular order:

• Money – not enough! LOL! What to do if emergency arises and they cannot pay
• Inability to speak foreign language
• Discomfort or fear of plane rides
• Flight delay/cancellation causing missed connection, or missed cruise departure
• No passport – unfamiliarity with them – how many pages you need, one country not wanting another country’s stamp
• Unfamiliar with the Visa process (when one is needed, how to get one)
• Foreign currency – how to exchange, how to use, how much to tip, when to tip
• Rules/Laws/Customs of foreign countries (do not want to get in trouble or offend people)
• Responsibility for  travel companions (feeling like being the blind leading the blind!)
• Worry something will go wrong – what to do if a flight delay, or transfers not there, or hotel reservation not available
• Cell phone service
• How to deal with jet lag
• What to do if an emergency happens at home

These are just some of the reasons I’ve heard. I am sure that these prospective clients don’t know that a travel agent/advisor will guide them and hold their hand all the way through. They think their agent is too busy to do such a job or would charge extra for that. Many are embarrassed to admit they are “travel virgins”  (if there is such an expression!) LOL!

I totally believe that many travel agents/advisors have never thought to deal with this market. It takes time to work with them, but I am 100% sure that once you insert the travel bug into them, and they have an awesome, positive experience with your guidance, they will become your most reliable clients.

In my next blog I will give you some ideas on how to approach this market and how to make it into a niche for you. Meanwhile, feel free to reach me at askRosana@aol.com

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Dear Travel Agents/Advisors,

We have talked about the different skills that travel agents/advisors have to have to develop their businesses: the school of travel is not enough! You’ll also need some psychology, math, history, geography, science, grammar (in whichever language you will use to correspond with your client), technology (lots of computer skills), and some game strategy.

If you read every word in the last paragraph, you are probably thinking, where will I use and be good at game strategy?

Well, let me tell you, especially with over a quarter century of experience with this. (Wow! That sounds much more impressive than over 25 years, right?) We always need to keep some cards hidden up our sleeves because we never know what a prospective client will come up with after we present a full proposal to them.

They just remembered their 2-year-old grandchild that “they forgot” to mention, and now they expect that child to travel for free. Or, they got an airfare ticket on sale and need an extra hotel night but “can’t afford” to change their budget.

They are prospective clients, you worked hard on that proposal, and you want to make it happen!

Use the skills you’ve learned so well by playing games. Keep the upper-hand. Don’t bluff and show your “Royal Flush.” You knew you would win because you know how to count the cards.

I am not telling you to cheat, I do believe in karma! I am just explaining how to prepare yourself for some surprises and decide in advance how you will deal with them. By being a good game player, you can have your cake and eat it too, and at the same time, your prospective client is happy.

Food for thought, for sure!

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Dear Travel Agents/Advisors,

How many of you have a bucket list that you dream about? Everyone should have one! Otherwise, what is the purpose of life, right? LOL

Seriously, every client could and should have one, but most don’t have a clue where they should start. As a travel agent/advisor, you can help them create one, and also keep tabs on it for them. That way, you’ll know when it is time to reach out and send them the next travel alert, the next great promotion, or the next…..

Let me tell you how I started my bucket list. I have now been to 84 countries, and have a goal of 120.

As many of you know, I was born in Brazil and moved to Los Angeles over 31 years ago. The first time we decided to travel abroad, we wanted to go to countries where we understood and felt comfortable with the language, so we went to Spain and Portugal. We are both fluent in Portuguese and Spanish.

Our next goal was to see the whole of Europe, and we did it, most of it at least.

Then, my next wish was to see the 7 Wonders of the World, and I did.

After that, my next dream was to reach all continents.

Now, it is getting to my goal of visiting 120 countries.

And then what? Right now, I want to go to countries that are farther away from home since I have a good health and I am only 56 years old. On my bucket list for when I get much, much older is to get to all 50 states of the U.S., since I could get to many by car.

Well, have you ever written down your bucket list and why you want to do those things? For sure, this is a good exercise. It makes you humble, gives you gratitude and teaches you about yourself, your life. You’ll also learn geography, and maybe some history if you wish. Writing it all down keeps you grounded, while at the same time, allows you to dream.

Once you have created a bucket list for yourself, share that gift with your client. Help them to create their own bucket lists. It will teach you and your clients a lot about each other. I can guarantee you, you will then have a client for life, because you’ve shown them how much you care for them.

A bucket list is the gift that keeps on giving.

Will you try?

With love and gratitude,

Rosana

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Dear Travel Agents and Advisors,

I’ve talked before about prospective and established clients’ expectations, and how travel agents/advisors deal with them. This seems to be one of the most common problems we discuss with regard to the success of one’s business.

Now, I want to focus on the expectations you have for yourself and your own business. How do you refer to yourself? How engaged are you in building your business? Where do you see yourself in one year from now? How about 5 years? And 10 years from now? Most importantly, how nicely do you treat yourself, and forgive yourself for mistakes?

I highly suggest that you educate yourself a lot. This can be through courses, FAM Trips, online classes and definitely by reading self-improvement books. You need to respect and take care of yourself first; before you can become an awesome travel agent/advisor and become the best in your field.

Knowing how to set limits, be respected while respecting your clients, valuing your time and valuing your client’s best interests are the keys to your success. It is a combination of math, chemistry, science and some history all tied up with lots of psychology. The secret is that you don’t need a fancy degree to succeed, just be your best self and give 100%.

I am cheering for your success and believe you will achieve it. Just keep your own expectations in check.

My best wishes!

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Dear Travel Agents,

I want to talk to you about the price of kindness and how you might find yourself on both sides of the act: receiving and giving.

Sometimes kindness gets into people’s way: some may think your action is because you are trying to “buy” someone’s love or even worse, you don’t have enough self esteem and are a people pleaser.

Even more difficult is how to explain acts of kindness on social media. Here, it is even harder not to be misunderstood. Every action you take trying to be kind might later be used to take advantage of you.

I make it a point to be very supportive of travel agents and friends about their businesses and personal lives. With almost 5k friends, sometimes is hard to embrace everything I see on Facebook. But, I have tried, and even participate in some chain posts that make sense to me. I just participated in one because I liked a comment I saw on a travel agent/friend’s page. It ended up that the post I “liked” was not true, but was instead her amusing way to get people who liked her comment to follow a chain in honor of “2019 Autism Awareness Month.” By liking her post, I was then “it!” I had to choose one of 16 silly statuses, and then post it on my Facebook page, all to raise awareness of autism.

I usually don’t follow chain posts, but this was for a great cause and my soft heart could not ruin it, so I posted: Just won a chance audition on America’s Got Talent!

Many liked, commented and asked questions, but I suddenly felt awkward. For a moment, I regretted liking my friend’s post, but I know she is very kind – like I am.

I went back to her post and looked to see who commented and liked her post and saw that only 2 people were “following” the chain.

What is the price of kindness? I HAVE NOT just won a chance to audition on America’s Got Talent, but maybe my talent is kindness.

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Dear Travel Agents,

This blog post is for the newbies, the nice people, and those who like to go the extra mile to please their clients. If you are not in those categories, this blog will not make a difference in your business, but you are welcome to read as well. But for those who qualify, this is a MUST and hopefully these words will help you and your business.

I like to believe that the client is always right when they say nice things about me, when they are easy to work with, when their expectations are real, and when there is a mutual respect between all parties. In my mind, life would be best if we could always say that the “clients are always right.”

But truth to be told, they are human beings and some of them have incredible expectations. In other words, champagne tastes with less than a beer budget. Some try to bargain on everything and expect quality, or they are simply rude.

You, as a newbie, a nice person, or just in need of a client, think that by trying to accommodate that prospective client’s wishes, you will get a happy client. No! You will get upset, have regrets and ultimately a suffer from a headache or stomachache, and/or think about giving up, and/or believe you are not cut out for this job.

Guess what? Have you ever dealt with a toddler, or a bratty teenager, or even a dog that chews on your stuff? You need to nicely show them who is the boss by demonstrating that you know better. Use the words, “trust me on this one” or “in my experience” or “my best clients go” or “I am a travel agent, not a magician” and set your own limits.

I can tell you that most of my nightmare prospective clients became my best clients because I told them – without insulting them – that what they wanted from a commercial flight, for example, doesn’t exist so far, but I would let them know as soon as an airline created a flight from LAX to Morocco non-stop – just because they don’t like to change planes.

Joking with them helps a lot, because you can pretend that their rudeness, unrealistic expectations, or “stupidity” is an intentional joke on their part. Laugh and make it lighter. Don’t laugh at them, laugh with them, and make them your friend.

Feel free to pick my brain before you get a stomachache or feel like giving up.

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