widely accepted among travel agents that following up with clients when they
return from vacations is a good idea. It helps emphasize and cement the
client-agent relationship. But what are the most effective ways of following up
with clients? In
roundtable brainstorming sessions at a recent Nexion conference in Santa Clara,
Calif., agents bounced their follow-up techniques and ideas off each other.
Among the most common and most popular action is a simple phone call.
this age of impersonal texts and emails, hearing your agent's voice, a warm
welcome home and inquiry about a vacation can be the most effective follow-up,
agents said. Clients love to talk about their trips and describe their
a good chance to gather important information about what parts of a trip were
successful, to respond quickly if there were problems and to talk to clients
about potential future trips they may want to book, agents said.
steps that are successful follow-ups, compiled by Nexion after the
brainstorming sessions, include:
- Send an after-trip survey by email with two to four questions maximum to gauge
the success of the trip.
- Send a “thank you” gift certificate, restaurant gift card or coupon for a pizza
delivery so that the day clients return after a tiring trip home they don't
have to worry about preparing dinner.
- Send a “welcome home” flower arrangement.
- Send a letter on agency stationary as a personal “thank you.”
- For millennials who use their smartphones as their primary communication tool,
send a text “thank you” and inquiry about their trip.
talking to clients after their trip, by whatever method you deem most
effective, take the time to collect testimonials and comments that you can post
on agency website, agents said.