After The Sale…
Once the client has decided on an itinerary, but before the client has returned home, what steps can the travel consultant take on behalf of the client? A deposit on a vacation is only the beginning of a new phase of the relationship requiring additional steps to ensure the client’s peace of mind and satisfaction with your services.
Let’s begin with the most simple of concepts. The client anticipating travel is both excited and anxious. Their investment decision is made, but the client remains concerned. As the travel professional, it is your responsibility to assuage their anxieties and ensure the highest possible return on their decision to work with you.
The first task before you is to set expectations. The number of times you will reach out and touch your client from deposit until departure will depend on the time frame. A trip which will not occur for a year will have a different rhythm of contact from one happening just next month. However, as a civilian, your client will not know what to expect. In fact, some clients will have unrealistic expectations of which you may be unaware. Thus, you serve both yourself and the client well by introducing a time table. Explain to the client what they can expect from you between the deposit and the departure. Set clear payment schedules, and let them know when they can anticipate hearing from you over the departure time frame.
1. Stay in Touch
After the client has made their deposit, but before they have returned home, the key to great customer service is client contact. The number of occasions you reach out to touch a client during the pre-departure period will depend on the amount of time between deposit and departure. However, the smart travel consultant will recognize the need to continually assure the client all is well and their vacation investment secure.
You might send your client a destination guide soon after booking and prior to departure. You could also include a video of the destination from your own collection, the tourism authority or YouTube. This type of media does much to keep enthusiasm high. The little bit of time you spend in sending the destination guide and video is well invested. Send your clients fun emails and postcards to give a “count-down” to departure.
Once you book a client to a destination, keep your radar active for any mention of the destination in the trade and consumer media. Any article of interest can be forwarded to the client along with a note. You can be certain your clients are on high alert for any news relating to their destinations, so attempt to beat them to the punch. Set up a Google Alert to notify you of any mentions you might otherwise miss.
Staying tuned in to current events in the client’s chosen destination is particularly important in the event of any negative news. Clients are very sensitive to any geo-political, environmental or economic news affecting their travel plans. It is far better they pro-actively receive their information from you rather than the 24 Hour news cycle. Let them know you are on top of their plans and will stay there for their benefit.
Certainly you will be contacting the clients when their travel documents arrive. First, go over the documents yourself to ensure everything is in order. Then, cover the documents with your clients. Remember some of the items in their documentation, for example vouchers, may not be familiar to the clients. Explain the importance of each item. When you provide them with their documents, also provide them with a packing check-list.
Just prior to departure, do a final run-down with the client. Again ensure their travel documents are all in order and their passports, visas and other important documents are at hand. A lot of work? Absolutely! But when methodically approached as a part of your standard operating procedure, you will find your clients appreciative and taking ownership of you as their travel professional.
2. Logistics
As a travel professional, the logistics involved in travel can seem so apparent as to merit little consideration. Get on a plane, fly to Paris, check into a hotel and begin to sightsee. Right? To the first time traveler to a destination, however, the process of travel can seem confusing and intimidating. A big part of the after the sale service a smart travel consultant can offer is to explain to the client the travel logistics they are about to experience.
Be sure you have reviewed the clients’ passports where applicable early in the planning process, and BEFORE booking. Ensure names are correct, especially with newlyweds, and that expiration dates exceed 6 months