Let’s face it: today’s consumer doesn’t expect much. Remember when gas station attendants would pump your gas, check your oil, and clean your windshield? Unless you’re in New Jersey, those days are long gone. Department store clerks were once more than cashiers, and waitstaff offered more than just food delivery. But now, mediocrity is the norm. And you know what? That’s fantastic news for us!
Why? Because it’s effortless to exceed low expectations. If customers are conditioned to accept so-so service, rising above that bar is a cinch. Let’s dive into a typical travel experience that’s ripe for improvement.
Imagine a consumer spots a $399 7-night cruise deal from their homeport. We all know where this is heading, but let’s compare buying from a large online agency versus you, the professional travel agent. The price is identical, and the product is the same—not exactly groundbreaking. Your mission, should you choose to accept it, is to be slightly better than the online agency. Sounds easy, right? Here are some simple, cost-effective ways to do just that:
- Personal Phone Call: Thank your client for their business. A little personal touch goes a long way.
- Pre-Departure Packing List and Destination Advice: Equip your clients with useful information before their trip.
- Hand-Holding: Especially for first-time cruisers or those new to a destination, a little extra guidance is invaluable.
- Handwritten Welcome Home Card: A thoughtful note to welcome them back can leave a lasting impression.
By just doing these small things, you’ve already elevated their vacation experience. But why stop there? Kick it up a notch with these ideas:
- Meet in Person: Discuss their expectations over coffee or at their home.
- Pre-Departure Goodie Bag: A small gift to start their journey on a high note.
- Onboard Amenities: Surprise them with a special treat on their cruise.
- Upgrade Magic: Use your connections to secure an upgrade.
- Day Passes: Arrange for a day pass at a local resort while in port.
- Pre-Sell Shore Excursions: Offer exciting activities to enhance their trip.
- Dining Reservations: Book specialty restaurant reservations in advance.
The possibilities are endless. While striving for extraordinary service is always the goal, sometimes all it takes is to suck a little bit less than the competition.
Remember, even small efforts can make a big difference. In a world where mediocrity reigns, it doesn’t take much to shine brightly and win over your clients. So, let’s embrace this opportunity and show everyone what exceptional travel service looks like!
