Congrats, You Made a Booking: Now What?

Turning a Booking into a Strong Client Relationship

 

Contributed by: Dave Meihoefer, VP of Sales & Engagement, Travel Planners International

 

Look at you! You just “swiped” that credit card for Mr. and Mrs. Smith so they could lock in that trip to Italy. You just told Mr. and Mrs. Smith to try the gelato in every city they visit. You just told Mr. Smith that he better decide between the tour of the Colosseum or the full day city tour soon. You just told Mrs. Smith that she can’t miss the Uffizi Gallery in Florence. You just hung up the phone with Mr. and Mrs. Smith… now what?

 

You might think you’re done—the credit card is processed, and your clients are happy. After all, they don’t leave for another six months, and they can always reach out if they need anything, right?

 

Not so fast! Your job isn’t just about booking the trip; it’s about building trust and a lasting connection with the Smiths. The journey isn’t over yet—here’s why.

 

There are really several steps in the sales and service process that truly help to solidify customer relationships and loyalty and then buy from you over and over again. Let’s break it down into five as we look into the booking process:

1. Pre-sale and finding a customer
2. Selling to the customer and closing the deal
3. That time between closing a deal and when the customer actually travels
4. Customer is traveling
5. Your customer returns from their trip

 

Pre-sale and finding a customer

Let’s not focus on this area much, as this may take another 43 blogs in order to tell the whole story of what to do to find customers, set yourself up for success, and all that marketing you do to push your business.  Just remember what we all hear every day, week, and month: First impressions count. Get their attention, maintain their attention, and get that credit card.

 

 

Selling to the customer and closing the deal

Your goal is simple. Getting there can be tough, though. Ultimately, every customer you interact with has an interest in travel and will most likely invest in a future vacation or some other trip. It’s a matter of who they trust most and choose to book with. All throughout this part of the process, whether you end up closing the deal or not, there is an education to be had while showcasing why this customer would be better booking with you rather than somebody else.

 

What are you doing to show your authenticity and genuine desire to help your customers? Remember that with every conversation, email, text message, and smoke signal with your customers, there are breadcrumbs of service left behind – good and bad. Always keep in mind that some customers love to chat on the phone or meet in person. Others don’t have time for that and only want emails and text messages with clear, concise details to help them come to a decision. Read the room… read the customer. Now, it’s time to fast forward and say you closed the deal!

 

That time between closing a deal and when the customer actually travels

Here is where the stars come out to play! On many occasions, there will be anywhere from six to eight months between the time your customers book and when they actually travel. What is a Travel Advisor supposed to do with all this time? Next customer, please? Take your own vacation? Yes, there is time for it all, and most importantly, there is time for you to truly solidify that relationship with your existing customers.

 

It pains me to think back to the times I heard stories about how a Travel Advisor became non-existent during the booking process or after the trip was paid for. It’s like getting invited to the big party of the year, which isn’t happening for six months, only to never hear from the host ever again. Ugh. As a Travel Advisor, there are some critical things to do during this window of time, which will help foster your customer relationships and gain their trust for their upcoming vacation, as well as for future bookings.

 

For example, a quick thank you note, email, phone call, or text a few days after the booking is paid for. It’s short and simple but has a nice touch. Depending on the type of vacation, there could be a wide variety of options, excursions, and extras, which may be best to pre-book prior to their travel date. Utilize these items as ways to touch base over the first month or two after you make the booking. This provides purpose to your communication and shows the customer that you are continuously looking out for them. How about some kind of count-down-style communication track? An email to your customer at the 120-day, 90-day, 60-day, and 30-day mark that provides certain details about their specific trip or highlights what to pack, government identification they may need, and more. Technology is an amazing thing… research different apps and resources that can help here.

 

There is so much you can do in a creative, fun way without being annoying. Again, read the room, read your customer. Some may need more handholding than others. Everyone needs periodic reminders and/or a touch base so that they know you have their back. Small gifts, exclusive travel tips, and hidden gems waiting for them at their destination or on that ship that they may not know about. It is your job to wow them all along the way. Make it a practice.

 

 

Customer is traveling

You’ve made it! The day has come. Mr. and Mrs. Smith are on that plane and on their way to Rome. Prior to their trip, you kept in touch with them, sent them a nice set of passport holders, provided them with a list of the best restaurants in each town they will visit, and booked three private tours,  which they didn’t even know existed until you introduced them.

 

They will be gone for almost two weeks, yet you are still plugging away, booking other customers. Use this time effectively to put that whipped cream on the sundae before the cherry tops it off upon the Smiths’ return home. The whipped cream here is your strategic way of letting the Smiths know that you are thinking about them even while they are gone. On departure day, did you send a “Have an amazing vacation” text to them? Mid-way through the vacation, did you send a “just thinking of you and checking in” email? Email can be a great passive way to show you care even if they don’t see the email until their return. Did you set a reminder for yourself two days after their return to see how the trip was? This gives them time to decompress and truly assess their overall satisfaction from the trip.

 

Remember these two things:  1.) Don’t be a hound, yet make sure you periodically reach out in a way that fits your customer’s needs. 2.) Keep both ears and eyes open for any communication coming from your customers while they are away. Travel is an adventure, and as their Travel Advisor, you may need to put on your superhero costume some days to help them while they’re away.

 

 

Conclusion

The cycle of sales and service never ends as you continue to book travel for your customers, find new customers, and build your business. Those of us who have a plan and stick with it tend to rise above the rest. Realizing that it’s not only about making a booking but more about the entire process with each and every customer is the name of the game. Give them a reason to come back to you for their next trip. Show them why you are the best.

 

When you partner with Travel Planners International, you’re joining a community of 5300+ passionate, independent travel advisors who thrive with the support of a dedicated host agency. Explore what TPI can do for your business at TravelPlannersInternational.com or reach out at 800-730-6392 with any questions. If you’d like to reach Dave Meihoefer, VP Of Sales & Engagement, please email him at davidm@tpionline.com.

 

 

We’re excited to help you elevate your travel business!