As travel agents, much of what we do can become second nature. While escorting a trip recently, I was reminded of this when several clients thanked me for what I considered “just my job.” Curious, I asked why they were so grateful. Their responses were enlightening: “This trip is exactly as we had hoped.” While I planned it this way, I discovered their expectations were lower due to past experiences with unmet promises and unexpected costs. This realization made me reflect on the importance of consistently delivering on our commitments.
In an ideal world, everyone would follow through on their promises. However, unmet expectations are common, whether receiving a diet Coke instead of a regular one or waiting 45 minutes past a scheduled appointment time. You can stand out in the competitive travel industry by consistently doing what you say. Here are some strategies to help you achieve that:
Don’t Over-Commit
Avoiding over-commitment is straightforward but crucial. Learning to say “no” is essential to your customers and yourself. Don’t let yourself become overwhelmed and unable to deliver.
Don’t Bail at the Last Minute
If you are over-committed and unable to fulfill a promise, inform everyone involved as early as possible. Don’t leave them scrambling at the last minute. Show respect by giving them time to create a “Plan B,” or better yet, have that “Plan B” ready yourself.
Don’t Be Disorganized
Disorganization can derail even the best intentions. Regularly tidy your workspace, use an effective calendar and appointment system, and find an organization method that works for you, whether old-school index cards or a modern CRM. Most importantly, stick to your system. Disclaimer: this one is my nemesis!
Don’t Be Late
Punctuality demonstrates respect for others’ time. Aim to be at least 10 minutes early. Use any waiting time productively—catch up on emails or plan your next steps. If traffic or other factors often make you late, reassess your schedule and time estimates. I tend to underestimate travel time, assuming it takes “about five minutes.”
In The End
None of us are perfect; today’s world is filled with commitments. Everyone occasionally misses appointments or drops the ball due to emergencies or unforeseen circumstances. However, making a sincere and consistent effort to honor your commitments will set you apart from the pack and likely result in more clients than you can handle.