Travel industry professionals are often told that they aren’t just selling trips: they’re fulfilling dreams. That’s a tall order to fill and the public’s expectations are often unrealistic.
We’re a population used to having tons of information at our fingertips. So much so that travel providers may forget that potential customers may be nervous about traveling precisely because they don’t have enough knowledge or don’t trust what they can find out on their own.
Here’s where you can score with just five easy pieces of information prepared in advance, customized for specific trips, and updated regularly to ensure continued relevance.
1. TSA Rules: While the Transportation Security Administration may not be changing its carry-on luggage rules as frequently as it did in the past, many travelers have no idea what is now allowed. Why not create a pdf document with the latest rules and e-mail it to them along with their tickets? Of course, you’ll add your logo and contact information at the bottom of the document to remind your clients who provided them with this useful information.
2. Currency Cheat Sheet: Start by providing the actual conversion rate at the time of printing. For example: $1 US = 0.80 Euro / 1 Euro = 1.30 US$ on October 15, 2012 (present the conversion going both ways).
Give an idea of the value of the currency with examples of costs: a bottle of water, a cup of coffee and entrance to a museum for example. Finally, a few tips on tipping are also useful especially when these are very different than at home. For example, in most of Asia tipping is not practiced and staff will chase tourists down a street to return money left behind.
3. Language Cheat Sheet: Include a few phrases for the more adventurous in the group who will want to speak with locals. At a minimum, the cheat sheet should include: yes, no, hello, please, thank you, where is the bathroom? and goodbye. I would add: how much is this? too expensive, I don’t want it, and leave me alone.
4. Packing List: Generic packing lists are as useful as…well, they simply aren’t. The list should be specific to the location and the season in which the travel will take place. Standard items might be listed in the main area of the document while other seasonal things can be added below as a reminder that during the spring and fall, for example, more rain can be expected and so umbrellas and coats might be warranted.
5. Local Social Customs/Laws: This is often the most interesting information you can give customers as well as the most appreciated. Many websites exist to assist travelers, business people and expats trying to avoid social faux pas while abroad and these will be helpful in the composition of a document for your clients. Everything from when to cover which body parts and when not to (e.g., hats and shoes), to which hand gestures to avoid.
As a travel provider you may already give your clients many of these bits of information in some form or another. Some tour operators send an e-mail with links to the TSA site, currency exchange sites, and perhaps the country’s tourism site.
But, by doing so you’re missing customer service and marketing opportunities. Instead, these five easy pieces of information should be personalized with your logo and contact information, customized for specific trips, and updated regularly to ensure continued relevance. Take advantage of one more way to make your clients’ trips their dreams come true.
About the Author
Doris Gallan is President of Baby Boomers Traveling and Vice President Marketing for the Ban Mai Beach Resort in Vietnam. She can be reached at doris@babyboomerstraveling.com or through her website at www.BabyBoomersTraveling.com.
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