Constructive nosiness

When it comes to qualifying her clients -- most of whom fall in the "mature adult" category -- Eileen Prefontaine, owner of InSideOut Travel Inc. in South Weymouth, Mass., believes in asking a lot of questions.

She also doesn't hold back in offering practical tips and advice.

"My age group is 55 and up, and that is my sphere of influence," she said.

Admitting she grills clients, especially new referrals, on "just about everything," Prefontaine said, "If you do one thing right, 100 people will hear about it, but if you do one thing wrong, 1,000 people will hear about it."

Because 90% of her business comes from referrals, she takes great pains to ward off problems before clients even leave home.

Although she is not suggesting every mature traveler has physical limitations, Prefontaine isn't shy about bringing up subjects other faint-of-heart agents avoid.

"I just tell people that I can help them better if I ask these questions first," she said.

Here are some of Prefontaine's tips, gleaned from an ASTA course on selling travel to mature adults and seven years in the business, for keeping the lines of communication open with seniors.

"I had a woman who walks with two canes going to London and Paris with her daughter," she said.

Because she dealt with the daughter initially, Prefontaine didn't know about the mother's mobility issues until she asked.

In addition to setting up air, hotels and transfers, Prefontaine arranged all the sightseeing tours and restaurant reservations. To make sure everything went smoothly, she contacted every vendor individually about accessibility.

"If I see a client who has difficulty walking, I may suggest ordering a wheelchair in airports and cruise ships," she said. "It doesn't cost anything, and it can make the trip more enjoyable."

"When you get on and off a train in Europe, you are responsible for carrying your own luggage," Prefontaine said. "Also, most rail stations are underground in airports, and there are not always elevators and porters available, so you don't want to put someone with asthma, upper respiratory or walking problems on a train," she said.

"In London, for example, I found out about high-top cabs, which are a type of small limousine with easy-in/easy-out access," she said. Prefontaine was able to prearrange cab tours for her client with the help of the hotel staff.

Cruise ships, in particular, can accommodate a wide range of dietary preferences if the crew knows to do so ahead of time, she said.

"In addition to bringing extra medication, we recommend that clients bring a list of all their medications, with the name and phone number of their doctor," she said. Medications should be kept in a carry-on rather than in checked luggage, she added.

"I staple my business cards to clients' luggage tags in place of their address and phone number," she said, so it is less obvious that the clients will be leaving an empty house that could be robbed in their absence.

"I suggest clients give someone at home their itinerary with phone numbers, especially any [toll-free] numbers," she said.

Prefontaine also makes sure family and friends know her number in case a client needs to be reached.

"I strongly suggest it, and I ask people to sign a waiver if they decline," she said, adding that when clients question whether the price is worth it, she replies, "I tell them it's only worth it if you need it."

"I tell clients which hotels in the Caribbean or Europe will take charge cards and dollars and which won't," she said. "I also explain to them that even if they pay in dollars, they will get local money back in change."

"This way, the company won't think the card is stolen if you start making purchases abroad, and it is especially important if there is someone still at home using the same card," she said.

"We tell people not to bring their good jewelry unless the hotel has an in-room safe, and I check first with each hotel to find out if they do," she said.

For those who can't leave home without their tiaras, Prefontaine suggests they let customs know at departure so there won't be any problems getting back in.

"I ask my clients to tell me if something was wrong, because if they don't, I can't fix it."

Different ways of paying taxes

Q:Is it true the IRS takes credit cards?

A: Absolutely. If you don't have the cash, paying your taxes by credit card can be convenient. However, other methods are better.

For instance, instead of being charged service fees of 2% to 3% of the amount due when using a credit card for payment, you'd be better off with a failure-to-pay penalty. The additional cost is 0.5% of the balance due each month taxes remain unpaid, up to a maximum of 25%.

The IRS also will charge interest on underpayments of tax. That rate also is much lower than the interest charged by most credit card companies.

Installment plans are another option. Taxpayers not owing more than $10,000 and having a good compliance record are allowed to use an installment plan. However, the IRS makes the final determination whether the taxpayer can use the installment method.

Q:Are there any other ideas for charity gifts besides air ticket giveaways?

A: There is a valuable commodity you have other than tickets: your time. Most nonprofit organizations can use all the manpower they can get. Consider giving employees time off -- with pay -- for volunteer work.

Allowing your employees to give to the charity of their choice will give them a sense of pride in your company. It will raise morale and perhaps give them an opportunity to learn new skills that could be useful at your agency. Ask them to wear an agency identifier, such as a T-shirt or cap.

Of course, don't strong-arm anyone to participate. Just give them an opportunity.

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Still time for your IRA

The July 24 Dan's Desk column listed the date for establishing an IRA for the tax year 2000 as April 15, 2000. It is actually April 15, 2001.

So if you don't have an IRA yet, plan on opening one by next April. It is an asset every small-business owner should have.

Former agency owner Dan McManus is the publisher of the newsletter The Successful Worldspan Agent. Contact him at [email protected].