Jamie Biesiada
While the Covid-19 crisis is undoubtedly challenging for the travel agency community to overcome, it also presents an opportunity for travel advisors to better themselves or their business while new bookings are scarce.
Whether it's picking up the phone to connect with your best clients, taking a new certification course or helping clients dream about travel that might be, there are opportunities to use this time to your advantage.
"Now is an excellent time to connect with clients," said Cheryl Bunker, Virtuoso's vice president of global member partnerships in the U.S. and Canada. "Be in service mode for them by offering to review their upcoming trips and make changes as needed. Be prepared to thoughtfully answer questions based on factual information from trusted sources and be as open as you can. Use video wherever possible for interacting with them to deepen that important human connection."
Bunker recommended encouraging clients to postpone trips, not cancel, especially with the flexible cancellation policies many suppliers are offering.
For agencies with multiple agents, she recommended first writing and practicing a script so messaging to clients is consistent.
"Reiterate that now is the time to use a trusted advisor to continue long-term planning for when things get back to normal," she said. "Advisors should provide inspiration for when clients are ready to travel and reassurance that the advisor will be here to assist when that time comes."
On a webinar featuring a panel of hoteliers and travel advisors earlier this week, Jack Ezon, founder and managing partner of New York-based Embark Beyond, said the situation caused by the virus' spread is not a snow day. He urged agents to avoid thinking of every day like a Sunday.
Instead, Ezon said, it presents an opportunity to build a stronger business.
How often, he asked, have you told yourself you're too busy to work on a goal?
"No. 1, set goals personally and professionally," Ezon said. "It's much harder to be proactive than it is to be reactive."
At Embark, Ezon said, employees are being encouraged to better educate themselves and learn new skills.
Ezon also encouraged reaching out to clients to reinforce trust. He suggested a handwritten card.
Rob Karp, founder and CEO of the New York-based agency MilesAhead, agreed with Ezon.
"This is a great business opportunity for us," he said.
Karp encouraged advisors to push themselves personally and professionally and to do so with positivity and a smile.
"It's going to get worse before it gets better, but if we come together, it will get better again much sooner," Karp said.
The Travel Institute has compiled a useful list of proactive ideas to help your travel business now.
And for those who want to spend time on education, the Institute's Business Planning learning module is being offered free of charge through April 15. It is also offering an expanded roster of complimentary educational webinars through April.
Karp and Ezon are planning to host a series of webinars over the course of six weeks. The speakers will come from all aspects of hospitality, including restaurants, nightlife and travel.
"The goal is to be an uplifting and comforting yet authentic and real hour to spend away from the news and craziness of today," Karp said.
To join, email [email protected].