Developing strong relationships with your clients is important for all travel professionals, but particularly for agents who are just starting out. Your relationship with your client is everything. And there can be no relationship unless you have a strong reputation for being worthy of your client’s trust.
Remember that an educated travel professional saves travelers time and money and provides peace of mind for agents and clients alike. For a solid foundation on the critical areas all travel professionals need to be successful, look into The Travel Institute’s Magellan-award-winning TRIPKIT with its focus on new agent training and specialization. TRIPKIT is included in The Travel Institute’s Season of Giving, which is available at a 20% savings until year end.
Trust building refers to your ability to develop a comfortable relationship with your customers, marked by trust and credibility. Clients who do not perceive you as trustworthy and credible are not likely to buy your services…at least, not more than once.
So, where do you start? Here are some tips on constructing that foundation—one brick at a time—taken from our TRIPKIT:
- Set the stage with your first customer interaction—in person, on the phone, or on social media—an impression of you will be formed within the first 10 to 27 seconds.
- Practice interpersonal communication skills. These skills involve verbal, written, and nonverbal behaviors, such as sincerely greeting customers, being enthusiastic and interested, listening actively, maintaining a neat appearance in your dress and in your office, and responding to customers quickly, clearly, completely, and correctly.
- Educate yourself. Be sure you constantly are researching and learning about travel trends, destinations, best practices in serving your clients, and so on.
- Commit and deliver. Know your inventory and create a trip that meets clients’ intentions to the best of your ability. Be sure to follow through and do what you said you were going to do. There are no shortcuts in travel planning; be sure to fully take care of your clients needs. Consistency is key.
- Be accountable. We are all human; if you make a mistake, own up to it and make it your personal mission to fix it promptly and completely. Instead of losing the client’s trust, this will go a long way toward securing it in the current transaction and in future ones.
- Promote and preserve your brand. Always showcase your highest professionalism standard by having a great work ethic, excellent customer service, and travel mastery. Dress appropriately, whether you are attending a function or posting a picture. Be mindful of everything you post on social media.
- Be your clients’ strongest advocate. Have your clients’ best interests at heart. This does not mean you should look for the least expensive options for your clients. Rather, it means you continually are searching for the most added value for each client. Remember that value-added service is defined as service that exceeds your clients’ expectations and enhances the perceived value of doing business with you or the company you represent.
So, exceed expectations, build trust, and serve your clients. And there is no time like the present to take those first steps. Take advantage of Season of Giving today.
