Top Do’s (and Don’ts) of Successful Travel Agents

Travel industry trends have changed tremendously over the last few years.

Budget online booking sites have taken a big chunk out of the traditional travel agent's revenue, but there are many

areas in which large, impersonal companies can not compete in.

In this article, we discuss tips and give advice for travel agents, based on insight gained from top industry leaders.

8 TOP DO's

1.) Focus on a Niche and Specialize

This is an area where travel agents can truly shine. Your connections and know-how combined with your ability to give each trip a

personal touch will make you stand out. A recent study showed that 42% of discretionary travelers in the US are frustrated when

booking online. So it makes sense that the small cost add-on of an experienced agent is more than worth it for many customers.

2.) Make it Personal

Show your customers who you are and what your company is all about. Offer an online chat function on your website, engage with prospects on social media and start a blog to establish yourself as an influencer in the

industry.

Make sure your customers trust you and your professional opinion long before they think about booking a trip- you need to establish a personal

connection with them ahead of the sales process.

Create a company video in which you introduce your team members, business culture and areas of expertise.

3.) Make Your Customers Feel Special

Don't just sell transportation and lodging- there is too much competition in that field.

Make sure to add something special: a local experience, dinner at a one of a kind place, a tasty welcome drink.

How will your customers get to/from the airport?

If, for example, they get picked up by a luxury Mercedes Sprinter van, they will be sure to remember that experience.

Spoil your customers and they will remember you and your company!

Experiential tourism is now a global movement, and travelers want to explore destinations through direct experience.

Make sure your customers feel that you are helping them make each part of their trip special.

Ask yourself: What services do we offer that no one else does?

Think about branding: if you offer the same bland flight and hotel as everyone else, why would they want to book with you? Instead, add special perks and quirky details into every itinerary- it will make you

stand out from the competition!

4.) Make Their Dream Vacation Come Alive

5.) Speed

Clients expect an immediate quote and trip confirmation.

While it might be tough at times to give a final quote on the spot, make sure to respond to an online request immediately.

Give the customer a time line as to when to expect a final quote and itinerary for the trip. Follow up daily and keep your client updated in

regards to where you are in the process.

Once again, making it personal and having the complete trust of the customer is of immense importance.

6.) Excellent Service

Be open to special requests. Remember that might be one of the main reasons your customer uses a travel agent in the first place.

If it takes time to get an answer, make sure to keep your client in the loop. Show that you are working hard to get them exactly what they

are looking for or something even better.

Make sure your customer feels special and sees that you are going the extra mile. Remember, they are paying a (slight) premium for

your services.

7.) Get Busy on Social Media

You and your company need a strong online presence. Having a professional profile on all major social platforms is a must.

Make sure to post interesting content regularly and engage with your current and future customers. Invite them to share pics, videos, etc.

Create contests and giveaways! Start a weekly blog and establish yourself as a thought leader in the travel industry.

In a recent interview Matthew Upchurch, CEO of Virtuoso underlined the importance of social media in the travel industry and called it one of

the "most powerful technologies that have rocket boosted our profession."

8.) Be Reachable

Things can go wrong- especially on international trips.

Do everything in your power to make things right. Monitor social media for positive and negative feedback- sometimes travelers post negative sentiments on Facebook or Twitter instead of contacting

you.

Make sure you are reachable by phone, email, and social media. Show your customers that you care about them and the success of

their trip.

Why? There is absolutely no chance that you can offer lower rates (without making shortcuts) than online budget sites.

They can afford to make smaller margins of profit and force tourism suppliers into exclusive (read "lower") rates because of their enormous

booking volume.

TOP DON'Ts

9.) Whatever you do, DON'T COMPETE ON PRICE!

Remember, focus on what makes you special. Customization of a trip is where travel agents can shine- unique experiences and tailor made

trips is where you add the most value to a customer.

Following up with your customers after a trip is another great advice from Matthew Upchurch:

"What happens is during that conversation, you start to build this collaboration, and the advisor becomes more and more an expert in

you, and what you like and what you don’t. (...) as technology continues to get better and better, people will have more and more craving for

authentic human connection."

10.) Don't Offer What Others Offer

Thanks for reading- now go and connect with your current and future customers!