Most travel agents who have been in the business for any period of time can tell stories of clients who, in some manner, disappointed the agent in the relationship. The client who took the agent’s hard work and booked direct, or the client who could not be found when the final payment was due. The client who goes to the airport without their documents and blames the agent. The client who won’t return phone calls. The client who is upset that the agent cannot find a trip to Hawaii for 7 nights for $499. The client who discovers a cruise $50 cheaper on the internet and is unhappy. In almost every instance, however, the real root of the problem can be found in the failure of the agent to properly train the client and set expectations. Client training is more than just a technique to prevent problems, however. Properly training clients sets the stage for the buying process to occur in the context of a relationship. Read the rest of this entry »