I was recently reminded of this sage advice when I came across a travel-related Facebook post while doing some research for an upcoming presentation. This particular “poster” was venting to some degree relaying to anybody who would listen (read) how unfair life was as she muddled through this particular situation from hell with the client from hell. That was two “hells” in the same sentence so no wonder this post caught my attention.
As the saga unfolded the agent could not do anything right even as she attempted to satisfy her client, by all means available. The client whining became louder as the demands kept challenging reality. In short, she was fit to be tied and was seeking outside professional advice from other “cohorts in crime” who could share her frustrations.
Since I was not a member of this group, I refrained from tossing in my two bits based which have been well-earned over the past six decades of dealing with unhappy people. Bottom Line: Some people just don’t get it and are not happy until they become miserable.
But what would have I written if I was a member of this particular group?
The first thing I would suggest would be to pause long enough to look internally. Perhaps, and I say perhaps, this particular agent was the catalyst of all future frustration and angst. Take a quick quality check as to the way you have handled this opportunity to date.
Assuming you are pleased with your handling of the project, I would ask two candid questions. First: “You are obviously not pleased with our relationship. Would you prefer we cut ties now so you can find another source to guide you through your future decisions?”
If the client waffles, I would follow with: “How would you like me to remedy the situation?”
By bringing the client directly into the solution portion of the discussion, I am counting on their unpleasantness to subside leaving room for some corrective action.
I would continue. Agents today need to interview all future clients before situations like this occur. Nobody ever said you have to do business with everybody, no less a few ungrateful slugs. The choice is yours who you want to devote your time to. Choose wisely and you will enjoy your chosen profession more, and you will get better sleep and have more fun coming to work.
Mike Marchev is always looking for a few more proactive travel professionals to join his Sales and Marketing Club, mike@mikemarchev.com.
*** You want more to think about? Check out my weekly podcast (Miked Up Marchev). Also listed on Spotify, Apple Podcasts, Google, and iHeartRadio.
