THE HOW-T

TRAVEL AGENTO MAGAZINE FOR ICs, OSRs & HOME-BASED TRAVEL AGENTS

AN SMP TRAINING PUBLICATION

Th

Sellin

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Tips, Tools & Techn

MARCH 2014

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g Travel

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iques

4 EDITORIAL: Down Home Customer Service

Selling travel from home doesnot have to be a puzzle when you

read IC! Find the host agencythat best suits your needs.

Share your money making ideasin IC and help your IC colleagues.

CONTACTSteve Crowhurst

steve@ic-travelagent.com250-738-0064

www.ic-travelagent.com

Publisher:SMP Training Co.

www.smptraining.com

ContributorsSteve Crowhurst

IC TRAVEL AGENT is owned and publishedby Steve Crowhurst, SMP Training Co. AllRights Reserved. Protected byInternational Copyright Law. IC TRAVELAGENT can be shared, forwarded, cut andpasted but not sold, resold or in any waymonetized. Using any images or contentfrom IC TRAVEL AGENT must be sourced asfollows: “Copyright SMP Training Co.www.smptraining.com” SMP Training Co.568 Country Club Drive, Qualicum Beach,BC, Canada, V9K-1G1 Note: SteveCrowhurst is not responsible for outcomesbased on how you interpret or use theideas in IC TRAVEL AGENT.T: 250-738-0064.

5 ARE YOU ON THE LIST?

6 HOME-BASED CUSTOMER SERVICE 2014

9 THE SEARCH FOR SERVICE

10 GEN Y SERVICE INSIGHTS

13 POINTS OF CONTACT

14 FOUR CUSTOMER TYPES

15 EXPRESSIONS & ACTIONS

16 SELLING THE INVISIBLE

18 SOCIAL SERVICE

20 SERVICE AMBASSADORS

21 BE THE ONE

22 BUILDING RAPPORT

23 MICRO GIGS

24 TRAVEL FREE

25 THE PUZZLED WORLD

26 TRAVEL 2 JAPAN – Steve Gillick’s e-Magazine

27 NEW TOOLS

28 KEEPING YOU SHARP

29 MARKETING TIP

30 MARKETING TIP 2

32 HOST AGENCY LISTINGS AND SOURCES

TABLE OF CONTENTS – IC MARCH 2014

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Down Home Customer ServiceJust like your Mama’s cookin’!

I’ve never forgotten my Alberta roots. That’s where I landed when I immigrated to Canada backin 1970. Coming from England and an area where service was something people rememberedprior to World War 2, service in Alberta was refreshing. I remember on a return visit to the UK,when I was looking for a pair of shoes, there was a nice pair sitting on a rack outside a high streetshoe store. I walked in and said to the clerk, “I’d like to see those shoes on the rack outside thestore…” and the response was, “Well why didn’t yer bring ‘em in then!”

I’ve had a few service challenges along the way and it often seems that the God of Service haschosen me to suffer in order to perfect something. So now I don’t shy away or get upset at poorservice, I learn from it. Sometimes you end up laughing as the situation is just so bad, but thenit’s easy to imagine how some situations would actually send someone else over the top. Theyleave and return with a gun.

In Alberta it was a different story. You were greeted. It was friendly. You got thanked. You feltlike a customer and eventually a friend. The level of down home, home based service you candeliver is staring you right in the face because you can decide on the service level without HQred tape input. Enjoy this issue of IC TA, increase your service levels & your commissions.

Don’t forget to check out the new titles at The Travel Agent’s Store.

Here’s to your continued success!

Best regards.

Steve Crowhurst, CTC

steve@ic-travelagent.com

www.ic-travelagent.com

Steve Crowhurst, CTC, Publisher

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Servicing a travel client in 2014 and beyond is going to push you closer and closer to all things

social and mobile. Within that online and digital push lies the heart of what customer service

really is all about and that, from the travel agent’s point of view, regardless of being home-

based or bricks & mortar bound, is to think ahead for your clients. True customer service, given

our access to current technology, is not to wait and service but to be proactive. You have to

proactively promote yourself and your service, too. Here’s how it will work for you.

Being On Their TeamMost people, your clients, you, me, your friends

and relatives we all have our “team” of people

and companies we do business with and call on

when we need help, information, a diagnosis,

something fixed and more.

A professional travel agent is supposed to be on

everyone’s team

along with the

lawyer, doctor,

dentist,

accountant,

financial planner

etc. If not then

there is some

serious selling to

be done and

what has to be

told and sold is,

in your case, your skills and talents, knowledge,

travel provenance and your level of customer

service. That’s the clincher going forward.

Every Agent Offers Customer ServiceIn my workshops I ask the question about who

has the BEST customer service. Every hand in the

audience shoots up. Then I ask, what is it about

their customer service that makes it unique.

As you might expect, not much. Very little

difference if any unless the agent is focused on a

niche market and has managed to secure a

specific reputation for a service related offer

only they seem to have.

So the question is put to you for 2014. What is it

about your customer service that makes it

different, best and set to attract more clients this

year and beyond?

Customer

service as

mentioned is

not reactive.

It cannot be a

knee jerk

response, it

has to be

proactive and

that means

you have

thought about

what your client needs and wants and moved

ahead to discover and disclose before they go

online.

Get Between Your Client and Their NewsEvery one of your clients, or most of them, will

do their own research online before contacting

you. That’s the way of the world today. In 2014

however you can sharpen your output by

keeping your services top of mind – your client’s

mind. To do this, you must strive to be first with

the information before they go online.

1. News, Updates and InformationCan you promise and fulfill on keeping your

clients updated on the type of travel they prefer?

This refers to you being your client’s news

anchor when it comes to world travel. As I like to

say, Whoever Owns The News WINS! That’s your

mantra for 2014. Be first with the travel news

that speaks to your client’s interests.

2. This Ain’t SpamOne man’s interest is another man’s spam. But,

if you send the right information to the right

client, you’ll not be spamming them. You’ll be

delivering customer service at the high end. The

key is knowing what your clients want to know

about.

3. The Latest Brochures Are InHere’s a lesson learned from automotive

dealers. When the new car models are “here” -

everyone knows about it. There’s a lot of hype

going on. When a new condo development is

going up, same thing, there’s a lot of hype going

on and everyone knows about it. When a new

cruise ship is built and being fitted out… nothing.

When a new resort creates a top of the line golf

course… nothing. The only people to hear of

these travel related topics would be travel

agents. So what can you do? Try this:

Follow the lead of the auto dealers and real

estate agents and promote your new products

like so: The latest, full colour, dream catalogues

for 2014 are here now! Pick yours up in person

or order here…

The customer service action is this: you know

your client’s preferences so you package the

right brochures, and without being asked, you

mail them to your clients. Include a hand written

note, on deckle edged paper or card. That’s class

and that is top notch service.

4. The “Where to Next?” CallThis phone call can be preceded by an email, or

the email can be used in place of the phone call.

The reason you would use email instead of a

phone call is this – your client may not be in a

position to chat with you at the moment you call

PLUS people, most people, are very protective of

their time and being interrupted is not on their

agenda. So email it is - followed by an arranged

time to call.

Your email will be timely and state something

like this: “Hi Anne and Doug… part of my service

is to review my client’s travel plans for the

coming year and to that end I’m wondering if you

have given any thought to where you might be

travelling this year and when? Planning ahead

allows me to secure special rates, negotiate

upgrades and so on. So let me know whenever it

suits you and if you need any help or want to

discuss current trends, destinations and offers

just say the word.”

Most of your local competition would consider

this email an invasion of privacy. It is in fact how

a professional travel agent should be servicing

their client base each and every year. A similar

email would ask about the client’s Christmas

vacation or trip to visit their relatives. These are

precious events and as you know, there are only

a few flights, trains and coach tours available for

the holiday dates.

5. The In-Home ConsultationBeing home-based you have the option of

visiting your client’s home to discuss their travel

needs. If you do not offer this service at this time,

now is the time to start. Retain this service for

clients who you know well and who live in a safe

area of your city.

6. Online Face to FaceYour service should include Skype. It’s just a

must have. The business version of Skype will

cost you a few dollars a month and for that

money you can have up to ten video feeds or ten

clients on the same live conference call. The

customer service component here is that you

can suggest your clients call their friends and

invite them to join in on the Skype session.

www.skype.com

7. Flog The Blog

If you do not yet have a blog, think about it. It’s

a great way to talk about your service.

The Search for ServiceWouldn’t it be great if you could just dial up service when you needed it? A quick search on a

speed dial, tuning into an online service station, a service app to click to when you needed it.

WOW. If only? And wouldn’t you believe it, there are service apps just waiting for that unhappy

customer. They can download it, activate it and get even more flummoxed when the App

doesn’t deliver! Here’s the key to the customer’s search for service:

Now that’s a key that will turn a few locks

and then some. Can you do what it

says? Can you keep everything

service related VERY VERY

simple and direct? Meaning,

make it easy for your clients to

find you, talk to you, complain to

you and have a go at you if that’s

what would ease the service tension

or challenge for your client.

Phone, Feet & EmailDespite life going self-service and

mobile, when a customer is

steamed you do not want them

traipsing around the internet

and socializing their complaint

because they now have a

bigger complaint which is –

they can’t connect to you to

complain!!! Keep it simple.

Keep it very very simple.

Make it easy for them to phone you, walk into

your store, and or email you. Do not send your

clients to an FAQ page, a community page, a

Q&A page, a recording, or an App.

Go With a Dazzle LineDelivering DAZZLING service means to offer your

clients the quickest route to the answer and that

would be you. So, if you can, open a telephone

line with a mobile number that is your DAZZLING

Service line. When a client calls that number they

reach you no matter what. Same for email – it’s

direct to a device that’s always on your person

AND always answered.

Live Chat OptionsCheck online for Live Chat options

and you’ll find many of them are

able to handle phone, email and

mobile all from one dashboard

and the “live chat” features are

tied to your website.

What this means is this: when someone

clicks on your website and in this case looking for

your customer service department, their arrival

on your site will flag and up will pop on their

screen a Live Chat box. Their options would be to

call or text chat – and the customer service rep’

which would be you, will be ready

and waiting to service the call.

Pricing ranges based on how much

of a program you want to offer. Bank

on $25 + / - per month.

Live Chat Means Sell Some MoreThe live chat feature means you will be in direct

touch with your client. After you have handled

their service issue and not all service issues are a

complaint. Sometimes the client wants to

upgrade and has a question they need an answer

to right now. And that’s their only dilemma –

they need an answer right away so they can

decide and book. And you’re there to help. How

DAZZLING is that?

You’ve Got The Key… so now you can let your

clients give it a turn when they need it. Use your

social media connections to let everyone know

about your DAZZLING service AND your new chat

feature and for sure, more sales will unlock for

you this year.

GEN Y Service InsightsGuest Article by Mike Foster

My son, Alex, is 19 years of age and one of the travel industry’s newest agents. I was curiousto hear his millennial perspective of what good customer service is. Perhaps not surprisingly,his answers seemed somewhat “old.” In no particular order, he listed off a number ofcharacteristics of what good customer service entails:

1. Provide a quick response2. Smile and be polite, happy and friendly3. Be helpful, and help to solve problems along the way when clients need it4. Provide good helpful information5. Be knowledgeable6. Be a good listener7. Go the extra mile; go above and beyond8. Be honest

What surprised me is that I had been led tobelieve that the millennial generation wasdifferent - that they perceived thingsdifferently. Well, that was both right andwrong.

The reality, I discovered, is that good customerservice is timeless - we all recognize it. It seemsthat how it is delivered and accessed is whathas changed.

Serving the baby boomer generationServing the baby boomer defined how travelbusinesses operated for decades - how wemarketed and how we served the consumer.Customer service was based on hospitality andcomfort. Typically, good customer servicefocused on politeness, friendliness and evenstatus. The client would almost feel unfaithfuland worry about being seen if entering acompeting travel agency.

Adapting to serve Generation YWe are now experiencing what is predicted asthe next big consumer group – a larger groupand with a bigger impact than the babyboomers – the Generation Y customer. Thesebuyers – born between 1980 and 2000 – willalso be bringing with them new expectations asto what good customer service is.

This is a generation that feels and thinksdifferently about how they wish to be servedand treated. Additionally, if they don’t find it,they are less likely to have patience with theservice provider. They have options, and with asmaller world marketplace, they know whereand how to find what and who they need.

These new consumers have lived their entirelives with the Internet, hand-held devices, and amarketplace that extends beyond theirneighbourhood, town, province, and even theircountry. These new travel consumers will shopin both old and new ways, but they buy in waysthat we don’t always consider.

You may think that you will not have to worryabout serving the Gen Y traveller as there areplenty of baby boomers still looking to buy inthe old fashioned way. However, don’t besurprised to learn that the Gen Y buyer willinfluence the way their parents andgrandparents buy. My kids have been buyingmore and more online, and when they show offthe bargains they find or that hard-to-find item,they are influencing how my wife and I shop.

Competing in a new worldHow does one compete in this new world?While at the core, customer service can still beseen as efficiency, politeness, accessibility, etc.,

it is how customer service is delivered that haslargely changed. This is good news!

While in the “old days” we focussed onlocations (and at great expense) we can nowfocus on being accessible, which is far lessexpensive and easier to do. In fact, today’stravel agent is better able to deliver the kind ofservice that a Gen Y (as well as their parentsand grandparents) is looking forThere is no agent more motivated than anindependent contractor. With the tools,technology and systems that our industry has tooffer, there is no better time and opportunityfor someone motivated to deliver excellentcustomer service the kind each individual isseeking.

While we may all have opinions on what is mostimportant, it turns out that having the flexibilityof being able to work when and where you wishmakes it easier to deliver excellent customerservice. Along with the understanding of whatyour clients feel is excellent service, it takesdiscipline, organization, and the ability to focuson the task at hand.

Here are 7 ideas on how to get started …

1. Focus on what the client they needs,not what they already have access to:

Don’t spend your time and energy on thingsthat the client doesn’t need. For instance: GenY travellers have far better maps on theirelectronic devices than the ones in your agency.Focus on what they are looking for and whatthey feel is important - not on what your notionof important is.

2. Focus on the experience:Help your Gen Y traveller discover and enjoy thetravel booking experience; don’t just focus ongetting them there. For example, the typicalGeneration Y traveller views business travel notas a necessary evil, but as an employment perkand an opportunity to view the world. Alwaysoffer a business with pleasure option.

3. Understand customer self-determination:

Allow your customers to control their ownbuying and service experience. Where oldservice models included structure and process,your Gen Y customer will be looking for atransparent model, and one that allows them tobe served as they wish. You may have to tradethe personal face-to-face interaction for beingonline and accessible 24/7.

4. Need for speed:Gen Y clients are adept multitaskers and put apremium on speed and convenience. Theircustomer service expectations are built on theinstant gratification they’ve grown accustomedto from their online and smartphoneexperience. Be sure to advise your responsetime and make certain that it is a fit for them.Deliver on time (or earlier) than what youpromised or explain otherwise. The Gen Y clientwill assume that they have been forgotten ifthey do not hear from you as promised.

5. Fast isn’t always important:Sometimes your customer wants the timefactor to slow down. Perhaps no businessillustrates this better than Starbucks. There isoften a line up at the counter and yet theyprovide customized service with thousands ofpossibilities in preparing a drink that just a fewyears ago came with the options of: with orwithout cream and sugar. Gen Y wants all theoptions and with efficiency (not necessarilyspeed), the comforts of home, the company ofothers, and, (unlike the order number system ofolder food and beverage establishments), yourname written on the cup. There is no “number78” being hollered at Starbucks. The name isMike, and in an increasingly numbered world, itis nice to have someone use your name. Thegood news is that the Gen Y consumer will payfor all of that.

There are cheaper coffee outlets in our townsand cities, yet few, if any, sell as much coffee asStarbucks. Follow the Starbucks way; give yourclients options, personalize your service, andact efficiently. If you do this and do it well, thecost of your travel products & services are lessan issue.

6. Have and share your values:Gen Y clients are increasingly looking for value-based options and purchases. They are morelikely than previous generations to care aboutand do business with a person or company thatcares about social values in a similar way. Theycare about the company’s social responsibility,its green profile, as well as how ethically it doesbusiness and treats people and suppliers. Forexample, we have an agent who donates aportion of every sale to a charity of thecustomer’s choice. Each year he comes up withthree choices and at the time of each sale, askshis customers to choose the beneficiary of theirpurchase. His clients love that, and he stands

out from the crowd. He also does good in theworld, which is his goal, and the business seemsto follow.

7. Communicate their way:The Gen Y client is typically far less formal thatwe baby boomers. They use different wordsand methods to communicate. They want tocommunicate in their own language andaccording to their own rules. They typicallycommunicate in tweets, texts, photos, andother social media posts. If you want to reachthem, you have be where they are and use theirtools. Don’t be scripted, speak in theirlanguage, and to do so with authenticity.

ActAsk yand tthey pfirst-hyou re

“…in an increasingly-

numbered world, it is

nice to have someone

ion Itemour own Generation Y / Millennial aged friends and family members to comment about the levelype of service they respond to. Ask about the best communication channel for them and how

refer to receive their news and especially travel news. This Primary Data is information that isand knowledge and quite reliable. Make changes to your Gen Y service plan based on the factsceive from your survey.

use your name.”

Points of ContactMoments of Service Truth & Trust

There are a number of terms to address the moment a customer comes into contact with youand your agency, your website, social media, marketing push, flyer, email and local ad in thecommunity newspaper. Each is a point of contact full of promises. It’s the post contact that isimportant here and whether or not the client’s service expectations where fulfilled – andwhether or not you fulfilled on the promise you promote.

TASK: What is your promise? What does your marketing promise?

Take a few minutes to think about every possible interaction, point-of-contact, you have with aclient as they buy from you. List each and every step in the process and then record how youcould make each interaction a better experience for the customer – to make sure you fulfill onthe promise you promote. Include the ad & promotional content published by your host agencyor HQ. Be sure you understand what they are promising too and can actually deliver on it.

POINT OF CONTACT WHAT I COULD DO BETTER…

Four Customer TypesCreative Ways to Manage Different Styles & Different Attitudes

Four main behavioural styles are used to illustrate the types of behaviours that you might dealwith on a daily basis and how you can manage each behavioural profile once you know howthe individual operates / thinks / processes information etc. Check if your host agency hasalready profiled the core customer and perhaps presented the type of buyer by age, productpurchased, most preferred destinations etc.

Customer Types & Communication StylesHIGH DOMINANT HIGH EXTROVERT HIGH PATIENCE HIGH CONFORMIST

tends to sit and standupright

writes short and sweet

direct, candid and tothe point

uses few facialexpressions

speaks rapidly with a‘know it all’ type ofconfidence

sounds forcefulwithout being loud

eye contact usuallyintense

interactions typicallybrief

may appear at times tobe insensitive to others

biggest fear is to betaken advantage of

may or may not engagein social media

speaks fast and loud

writes long missives

expresses strongopinions based on theirintuition

talkative and focus onthe big picture notdetails

dramatic in choice oflanguage / story-telling

can appear superficialthrough excessivetalking

can have a shortattention span

all over social mediaand loves to connect

ask-oriented ratherthan tell-oriented(even when givingdirections)

uses a soft voice andexpresses themselvestentatively

uses little variation invocal tone, inflection orvolume

chooses their wordscarefully

fears conflict

may or may not enjoysocial media

will be forgiving of yourmistakes up to a point

tends to speak softly

proposes ideastentatively

excels at combiningothers ideas with theirown

generally preferscompromise

invites others toexpress themselvesfirst

prefers stats and facts

a detail person versusimages

will use social mediathe proper way

may migrate from youwithout telling you

Read through the above personalities and work your magic on how you would deliver the best of serviceto each person based on their profile. The toughest nut to crack is always the High Dominant and you mayneed to mirror his or her style to do business with them – that means you must also become moredominant. Learn to read these profiles. Be ready when they appear in person, email or social media.

Expressions & ActionsThat Earn Customer Loyalty and Respect

There is a great deal being written about ‘emotional value’ and ‘emotion selling’. Largecompanies are training their senior management in EQi (emotional intelligence) and how tocreate a ‘softer’ and more ‘in touch’ place to work. By following some of these key points yourcustomer service model could be better for it. To express yourself with concern for thecustomer, followed by actions that support your concern you will build loyalty and respect.

Generally the question of customer relationships is based on just how much the customer likesand trusts you. Customers like you when you connect emotionally, deliver added emotionalvalue, demonstrate integrity and respond to their needs creatively and timely. In a nutshell thereare Seven Likeable Face-to-Face Behaviours to explore. Here they are:

The Seven Likeable Face-to-Face BehavioursThe

EmotionalEye

TheEmotional

Ear

TheEmotional

VoiceIntegrity Creativity

TheFeelingMind

TheEmotional

Energy

The idea behind the 7 Likeable Face-to-Face Behaviours is to use all of yoursenses to establish rapport, interest andeventually be able to deliver the mostDAZZLING customer service possible. Tomake this happen you’ll need to fulfill onthe following:

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

16.

17.

18.

19.

overreact or rush.

Keep an eye open for and recognize yourcustomers.Keep an eye on the customer – new interests?Have a sparkle in your eye.Show your feelings through your eyes.Maintain eye contact.Listen carefully to what the customer says.Learn from what your customs has to say.Tune into the customers emotion – tone of voice.Develop an awareness of your voice / tone.Modulate your voice to mirror the customers.Show genuine feelings in how you express yourself.Be demonstrative.Be utterly honest and trustworthy.Make customers feel that you appreciate them andwant to serve them.Be inventive when it comes to your customer’sexperience and enjoyment.Treat them as you like to be treated.Take an interest each customer.Inject positive energy into every interaction.

Develop a high degreeof alertness, awareness,

empathy, finely tunedobservation and

sensitivity – temperedby experience not to

Be aware of your own behaviours.

Selling The InvisibleThe title of this page is also the title of a very famous book, one of a trio written by Harry

Beckwith. Worth a read. Here then we explore selling your service as opposed to a product or

price and in the world of the home-based travel agent – YOU are the “service” your clients will

be attracted to. But hold on for a moment, before you promote yourself, better make sure your

service is 100% DAZZLING, that it is seamless, that you have all the tools you need provided by

your host agency such as the Online Chat feature.

Services You Offer and ServiceHere’s a brief list to ponder:

Accommodation selection

Affiliate program

Always on communication

Ambassador program

Best resorts for (golf, family, partying…)

Blog

Bon voyage gifts

Booking engine on your website

Brand wear (ball caps with your logo)

Business meeting arrangements

Consulate registration service

Cruise selection

Cultural information

Current brochures

Custom FIT personal journey arrangements

Custom personalized baggage tags

Custom personalized ticket jackets

Geographic advice

Home sitting service

Honeymoon planning

Itinerary planning

KRE (kidnap, ransom & extortion) Insurance

Meet & greet services

Niche specialty

Private jet rentals

Public speaking at events

Referral gifts

Social media connections

Special event planning

Tour selection

Travel apps advice

Travel insurance advice

Travel photography tips

Travel safety advice

Travel safety gadgets and devices

Wedding planning advice

Welcome home cards

As the saying goes, “Getting on the back of a

tiger is easy, the difficulty comes in getting off!”

In other words, many of these services are easy

to start but tough to maintain.

Create a list of services you offer at this moment

and then think about how you sell these services

to your clients. Selling services is selling an

intangible and it remains so until it becomes real

and that happens when something hits the fan.

Let’s say your travel insurance advice is taken

seriously. Your client purchases coverage and

then falls ill overseas. Suddenly they are being

treated in hospital and soon after that flown

home on a private jet. It’s now tangible.

At first your service offering was all words. No

meat to them at all. Eventually the evidence that

your advice and service are real, concrete and

can be experienced, touched and felt, happens.

It is this end result you are marketing not the

chance of risk, but the outcome of your services

and advice if, in this case, things went wrong and

your client became ill during their vacation – or

worse, they were kidnapped and held for ransom

as many corporate executives are, or anyone

wearing too much bling and off the main street.

If You Want To Stand Out, Stand Out!You must want to attract business as that’s what

so many readers email me about. The queries

are mostly the same: “Steve how can I build my

business? How do I win new customers..?” And

there’s usually a statement that precedes the

request for help and it goes like this: “When I

purchased / joined the (franchise, group, host…)

they told me it was easy… that everyone wants

to travel. If that’s the case, why can’t I find

anyone to book with me?”

I usually respond with a statement along the

lines of – what you were told is true, you just

have to stand out, make some noise, attract

people to you. Check out these ideas:

The Local Travel Party: here’s where your at-

home business can work for you. You must be

selective in who you invite, as you arrange a wine

& cheese, a coffee & cake evening and invite

your neighbours over to talk about travel. It’s like

a Tupperware gone travel party.

The Local Travel Authority: if you have

something to say, say it in public. Get invited to

speak at local events about travel. Perhaps hold

the ‘local party’ event at the local book store, the

art gallery or the Italian restaurant.

Wear Your Brand: Time to buy a sweat shirt, t-

shirt and ball cap with your logo on it PLUS a

travel with me statement. This is a subtle sell

and it’s selling the invisible. Many times we’ve

written about using a QR code on your marketing

tools and especially on your t-shirt so passersby

can “shoot” you with their smartphone and scan

the QR code and then be whisked away to your

website.

Wear Your Website: Some people do not have a

smartphone or they just prefer to read the text

version of your URL. A quick win is to add the text

version under your QR code. Why not… we’re

talking service here.

Make it easy for your clients to do business with

you. That’s the key to the exercise.

Adding The VisibleThere is a movement going on that preaches less

text and data and more imagery. This could

mean you turn your invisible services into

something visible, more tangible. The way to

come at this is to think about the outcome of

your services and then generate an image that

conveys the outcome message – the reason to

use you and the services you render.

Let’s go with your accommodation advice. You

could write it, you could say it, or you could show

it like this:

You mission now is to review your list of services.

Decide which ones are too invisible and should

come to the surface. Decide what image

represents the outcome of your service/s and

then go big with the imagery. Blog it. Post it. Start

a conversation about it. Ask your clients to

create the image of the outcome for you.

Read Harry Beckwith’s book too!

Social ServiceAs a home-based agent you will know that much of your customer interaction is still by phone and

email – some surveys place this at 85%. You’ll have to review your own stats to determine what’s

real for you. The challenge is social media and despite very few travel agents using social media as

a customer service tool, the high profile of let’s say a complaint on Facebook is a very dangerous

service situation unless there is a plan in place. A social service plan.

What’s the story at HQ? One thing you need to

know and the need to know is whether or not

customers have complained online using

Facebook or any other social channel about your

host agency, their brand, a supplier or promotion.

If there are unattended complaints out there and you

don’t know about them, and you do business under

the same banner as the host agency, then this could

be the reason why you might not be receiving any

responses to your emails or social marketing.

The challenge with social service is the viral and

extremely high-profile nature of all complaints by

social media channels. Not only that, but the

online community and a certain profile of client

believe whatever they read or view online and

specifically on social channels such as YouTube.

The thought process is: “Hey, it’s video, it’s live,

it’s online, it has got to be real, the truth!”

An unattended complaint living out there online

and sitting in a social channel can have

magnifying effects on negative comments. This is

the main reason why you need a social media

customer service plan of your own.

According to a survey by Dimension Data: Social

media is used as the primary customer service

channel by 36.4 percent of Gen Y consumers,

only slightly behind email and text messaging;

among Gen X, it's the preferred channel for 20.7

percent.

Social Media Customer Service gurus

pass along this information:

Choose The Right Channel

As you’ve read here before, check to see which social

networks the majority of your clients prefer and

then focus on that one channel as your social

service outlet. You can supplement your FB social

service model by adding an FAQs page to your

website and also creating How-To videos for your

agency’s YouTube channel. Keeping your clients

up to date can often remove a complaint to be.

Define Your Rules Of Engagement

Whereas large companies have departments to

take care of sales and service, you are the one-

person do-it-all department. To make sure you do

it right, when it comes so social service, you

might want to search online for call center and

contact center customer service information. You

are the social customer-care team of one.

The rules: figure out how you will react to

complaints, to refunds, to when things go wrong and

when the promise, your promise, was not fulfilled.

You should also factor in when your host agency is

targeted or a fellow IC under the same brand. You

know how mass media works – everyone is guilty

until proven innocent.

Respond In A Timely Manner

This is a truism regardless of social media or not.

No client, including yourself, likes to be kept

waiting for a response and today, of course, we’re

trained to expect an instant response. We know

that a complaint can be sent viral in an instant,

perhaps that’s your response time as and when

you can meet the time requirement. Instantly.

Turn Crisis into Opportunity

Acknowledge the mistake if there is one and only apologize for what you personally messed up. There are other

phrases to cover apologizing for someone else’s or another company’s screw up. The concept of taking a

complaint and turning it into an opportunity is old hat – it’s always been that way and way before social media

came on the scene. It’s proven to be so, as long as you know how to do it. What you don’t do is use a softly,

softly, honey coated, automated, generic spiel that comes across as 100% phony. Go with tuff love and handle

the client’s complaint head-on.

Forget the fluff and say, if it’s true: “Hi Joe, you are right on the money, we screwed up. No excuse, so let’s

chat about what we can do for you.” If you can, take it off line from that moment on, or if the client wants

it all out in the open... now is your time to shine with a straight forward approach. That said, your client will

not want to post their personal data such as credit card numbers etc., on Facebook. Being real also means

using your own name too. Because of the public nature of social media, it's important to keep it real, keep it

honest and fully transparent at all times.

You’re the

BEST, thanks

for taking care

of me.

“No problem Glenda, I’ve made the

“I’ll let you post the outcome on

Facebook, I’m sure your friends

will be pleased for you!”

changes and you are good to go!”

Service AmbassadorsYou can’t do it all. Sometimes you need help and more often than not, your clients are willing

to supply that help. What they can help you with is spreading the word about the level of

service you dispense to your clientele. Once they have tasted your high level of customer

service which would be supported by your overall personality, knowledge and travel

provenance and they report that they are extremely happy - then you can ask them to become

a Service Ambassador for you and to represent you in the local community. Here’s how:

A Service Ambassador is very much like an

outside representative who works for you but

they do not sell travel. What they sell, or a better

word would be promote – what they promote is

your level of service.

When your Service Ambassadors promote you,

it’s as simple as them saying, when in

conversation with their friends and the topic of

travel comes up, something like this: “… cruising,

yes we’ve been on three already… tell you what,

when it’s time to make your arrangements call

our travel agent… the service is fantastic.”

You can create a series of scripts and hand them

to your Service Ambassadors to practice. Also

you’ll need to advise them that they cannot sell

travel or make any commitments on your behalf.

So why would someone want to do this for you?

What’s in it for them?

The answer lies in what you can do for them

when it comes time for them to travel. More

than giving a discount, although that can work,

the best arrangement is that you are able to add

value to their trip.

Discounting their trip by $100 is okay, but it

doesn’t compare to a 25th floor room upgrade

with an ocean view that you managed to arrange

through your contacts. That is priceless to your

clients. That is GREAT service and then some.

Decide what your compensation package will be

in terms of discounts or value-add and then set

out your Service Ambassador terms so that

everyone is clear as to how this role works.

From there on the measurement is simple. Your

Service Ambassador will let you know who they

have mentioned your name to – email can

deliver this information, then you have a record.

A new client should always be asked, “How did

you hear about us?” and their answer will usually

include the name of your Service Ambassador.

Let’s assume you have a team of 20 service

Ambassadors – well right there you have a group

tour waiting to happen. Arrange a special trip

and price it right, make sure you are going along

and promote it ONLY to your Service

Ambassador team.

Perhaps you arranged a few cabins on a short

cruise or a repositioning cruise, or you knew of a

tour that needed the last few seats filled and

your supplier gave them to you at a rate.

Whatever the trip was, you now have 20 people

who can return to preach about the trip at the

same time they promote your services.

One of the key elements in this plan is Social

Media and you’ll ask your Service Ambassadors

to let all their social contacts know about you

and your services.

Be The ONEAre you the ONE? Would you like to be THE ONE? If your answer was yes and yes then here’s

a plan for you. It’s a spin-off from your Service Ambassador program if you happen to start one

– or you can become THE ONE by starting your own referral system. It’s the SYSTEM that will

work for you and create leads for you to follow up and close. What you will need to do then is

create a lead generation / referral club.

Be the one people call to book.

Be the one that people refer others to.

Be the one that people call to ask for help.

Be the one that passes along the information.

Be the conduit for your client’s friends & relatives.

Gather your friends, business aquaintences and one or two influential clients and schedule a monthly

meeting to explore who has met whom and pass on the names and contacts should there be lead

potential. This idea works even better when you ask local retailers to join you and especially retailers who

sell a product or service that travellers would use. You can feed their business and they can feed yours.

All you need is the system and here’s one that might work for you. Click the image below to read.

Building RapportStep one in customer service is building rapport. No rapport, no sale. No sale, nothing toservice. You might generate a sale despite no real rapport with the client, but usually that saleis a one hit wonder. Some clients you cannot do business with and for some reason yourpersonalities clash and that’s okay. They’ll find a travel agent they can do business with andyou’ll not suffer the stress of trying to be what you’re not. In the world of social media, buildingrapport has a different connotation – there’s no shaking of hands. Let’s explore:

The Word EngagementThe word engagement has become one of thoseoverdone, over used social media terms just like“basically” and “absolutely” and “let’s do this…”- too much reality show verbiage going on. But,in actual fact, it is about engaging the client byaction and interest and that leads to buildingthat all important rapport.

Engagement Leads to RapportTo understand engaging a client and buildingtrust and rapport you should make a study ofhow your clients react to you and yourpresentations, your offers, your emails and soon. What you are looking for is what works. Whatattracts your clients to you and the way you dobusiness?

You’ll find the answers in their emails, their faceto face stance, the words they use, how theylook at you and if your interaction with yourclient is never in person, then it’s their onlinepersonality and response you are judging.

Your Voice is The KeyWhen your relationship with your clients isonline and rarely in person then your voice isyour biggest asset when you are in telephonecommunication. You’ll need to pace and leadyour client by using various phrases andresponses and using what is called ‘mirroring’the client’s own words.

For instance if a client responds with a phrasesuch as “I see what you mean…” they are usuallymaking decisions from a visual point of view. Foryou this means not using facts and figures butimages and image based words such as:

“…well wait until you see the image I’ve justemailed you... open it now and I’ll tell you moreas you look at it on your screen…”

Keep your voice upbeat and interested withoutrepeating words such as “amazing” or “I’m soexcited…” and you’ll do well.

We Are Like Each Other Aren’t We!Somewhere in the conversation you will findcommon ground – could be a pet, an activity,children, a destination… and once that we arethe same point is found, the level of rapport goesup and so does the trust.

In The Flesh is DifferentThe world of the home-based travel agent isonline and off line too - many times meeting aclient at a coffee shop, in a hotel lobby, at thehost agency or at the client’s home. To thosewho thrive online with no face-to-faceinteraction meeting live and in person can causea personality reaction.

There are three points to focus on here: yourtone of voice, the speed at which you speak, andthe way you articulate your words. Behind thatcomes the emotion behind your voice, whetheryou are confident and knowledgeable about thebusiness. When meeting face-to-face rapportcan be dashed in seconds with the wrongexpression, look of eye, nod, hand shake andstance.

The key is to become highly flexible andadaptive, picking up on the client’s moods and tocreate a positive situation. The more flexible youare the better your rapport will be.

Micro Gigs and the Long TailHave you heard of Micro Gigs? It’s a trend where someone, anyone, with a skill set offers to

deliver on a service for a very small fee. The fee ranges from $5 to $100. Most are in the lower

range. The concept came about as so many talented people were out of work that their skills

were put online and for a low fee. The upshot was, they received dozens and dozens of requests

and over the long term, generated income. So how could the Micro Gig concept work for you?

This opportunity is one of those revenue

generating schemes where you promote and

sell your knowledge more than travel

products. For the die-hard travel agent that

may not sit well as their reason for being is

to sell travel.

The travel agent entrepreneur would be

delighted to generate revenue, period. The

travel agent Ng does not always have to sell

product to maintain their job function,

status or role. Making money is the name of

the game and further to that, you’ll want to

make it as much as you can with the least

amount of hassles involved. Micro Gigs

might be the answer.

What you’ll need first is a price range and a

list of services you will perform for those

dollar figures. Start with your minimum

pricing and let’s think what you could offer

for that fee.

Go with $25 as your lowest Micro Gig fee.

What could you offer to do for $25 and it

shouldn’t take you more than one-hour. Go

with $50. Same question.

Quick services you might sell at these rates:

Client’s itinerary review

Travel insurance advice

Travel safety advice

Geographic advice

Create a custom itinerary

Divulge specialty websites

Counsel on anything travel related

??????

What you need now is a name for your new

service… something like: TravAll or

InfoDesk.

Drill down to something catchy and in a

couple of words, says it all and states what

your new service is all about.

Travel FREE!The concept of selling travel, making a few bucks and travelling for free has been with us for a

long, long time. I thought I remembered a book I had and went looking through my collection

and sure enough there it was and here it is. This book is 30 years old. Printed in 1984. To read

the book now in the present day and the current business model for a home-based travel

agency a few things have changed. The changes are mostly related to where the revenue is

coming from. The rest, believe it or not, is the same.

The Travel Free information pitches the lifestyle

of what the author labels as a Travel Consultant,

the person who gets out and about to find the

traveller to sell to, versus the

agency bound employee who

sits and waits for a call in

response to the owner’s

marketing expertise.

Today a travel consultant is

the title of that agency bound

employee. An interesting

switch over time.

One thing that remains the

same is the prospecting

aspect that’s required to

generate response that

through selling skills will be

converted into a sale. Yes

indeed, prospecting day in

and day out has remained constant all these

years.

The Travel Free title was relevant then, however

today not so much. Sure there are free trips to

be had, but nothing like there was 30 years ago.

Back then, you could become a delivery person

better known as a courier and you would or

could be hired to carry blue prints to a building

site somewhere around the world. Flight and

accommodation paid for. On a local level you

could be hired to deliver a car across the country

and enjoy the scenery as you drove one way and

flew home after the delivery.

http://wikitravel.org/en/Air_courier

To travel free today means you have to sell

something. Sell a lot of something that is.

Once you generate the sales

your suppliers want to see,

then you can write your own

flight. Or cruise. Or hotel stay.

You might also ask your

preferred suppliers, “How

much of your product do I need

to sell in order to receive a free

trip, flight, cruise…”

Once you receive your answer

you can make your plans to

meet the imposed target.

Some suppliers as you know

offer a free this or that for

selling a group of just 8 people.

Thirty years ago you had to sell

25, 35 or 45 people to realize that free seat.

Travel Free is a great lifestyle to aim for and if

you can generate a cool $60,000 a year in your

jeans at the same time then you’ve got the world

by the tail.

At the time this book was printed there were

25,000 travel agency locations in North America.

On that level things have changed big time. The

opportunity now is less competition and more

people who want to travel. It’s not free but it is a

bonus! Sell like you mean it and go FREE!!!

The Puzzled WorldFor many newcomers to selling travel from home there is buyer’s remorse. This may be

happening to you right about now. You’ve joined a host agency, paid your membership fees

and now you see on the news the turmoil in the Ukraine, Sarajevo, the Middle East and then

there’s the onboard virus making cruise passengers sick. What have you bought into you might

be asking yourself. Well hang in there…

Wartime Once MoreWhy the world turns as it does we don’t know. It

seems to be the age of war once more and for

some reason the age of very nasty people who

hold the power. In the travel trade we pray for a

better quality government and

leadership in every country and

not only for the people of each

country to have a better life,

but and this is very selfish,

we want to send clients

to new destinations and

we can’t do that while

there’s a civil war going

on.

Crisis = OpportunityRepeat this phrase to

yourself every day when

you watch the news and

become dismayed with all the

violence in such beautiful countries

around the world. Once, when the peoples

of the world have displaced their tyrants, and

their lives even out as they should, then tourism

is generally one of the first industries to return.

You job and role is to be prepared for when this

happens.

The World Turns as it MustYou would have thought that by now, mankind

would be well on its way to a peaceful planet –

but sad to say, it ain’t so. Yet. It’s coming.

Tourism helps to build the peace as cultures

share what they know and love about their

country with others to visit. Your role is to

market this cultural sharing.

The Global Paradox Was RightJohn Naisbitt’s book, written many years ago

now, laid it before the reader that the travel

industry and the communication industry will at

some point ‘rule’ the world. He also pointed out

the movement of nations and the

peoples of each nation wanting

to return to their ‘tribes’ – and

that has happened tenfold.

It means that ethnic

regions long a part of a

specific country want

to break away and

become their own

country. Their way of

life is different as is

their religion, rites and

so on. The Global Paradox

predicted 2,000 countries

by the time the world has

morphed into the many countries

per ethnic group. Imagine that filing

cabinet of yours containing tourism literature on

2,000 countries.

Missing Pieces of the PuzzleAs a member of the retail travel trade, you are

one of the pieces to the puzzle. Everything you

do and say and post will help the world heal itself

and in that process you will build a wonderful

career as you help others travel the world. You

will profit more than financially. You will be

standing ‘there’ as events unfold. You will

witness the world change as all the pieces find

there spot. You have entered a dynamic industry

that is the best in the world. Help make it so.

In this issue: The Galapagos of the Orient The Izakaya Way of Life Culinary Bliss in Tohoku The Namahage of Oga Yamadera: Spirits in the Sky

Travel2Japan is a TalkingTravel.ca Publication

Travel2Japan!

Celebrating the Joy of Discovering Japan

January 2014

New ToolsMarketing with Phone CardsWho thought that phone

cards are still in use? Well they

are and they have always been

a great way to market your

agency. Now, you can have

your custom phone cards

printed and this time they can

be used on a mobile phone

using the Phonecard app.

Marketing with BookmarksBookmarks have always been winner as a

simple marketing piece. Today you can use a

ready-made template, add your own graphics,

include a QR code at the top or on the reverse

and send a bookmark to every client. If you are

taking a group departure then you would adapt

the images to suit the group theme. Book

marks come in all shapes and sizes and range

from paper to metal clips. For your luxury

clients – make it leather stamped. Not paper.

Take Payment on the GO!Ideal for ICs on the go and Ng travel agents who

live ‘on the go’ and sell on the go and need to

take payments on the go. Imagine chatting to

someone on a beach and booking them onto

their next vacation. Cost of sale 2.75% of the

sale. Easy to take. Explore Square.com and

process your customer’s credit card payments

on the go.

Keeping YOU Sharp!Here’s an interesting test to keep your mind sharp for when you are engaged with a client

and trying to close the sale, or negotiating with a supplier or just crossing the road.

Say the text colour NOT the word.

____

____

____

____

____

Kee

k

How did you do? What did you learn?__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

ping your wits about you when faced with something new or different is the

ey to survival and most certainly sales success. Always take time to think,

read between the lines, take a “Hmm?” moment now and again.

Marketing Tip

What have you got planned around the FIFA World Cup event?

It’s a prime time to be promoting your tours to South America and to

take advantage of the TV coverage as they showcase Brazil.

FIFA World Cup 2014 begins on Thursday, June 12 and ends on Sunday, July 13

Marketing Tip 2How much TV do you watch? If you are watching for a couple of hours an evening then you’ll

be seeing the same ads that everyone else sees in your area. There’s a lesson to be learned

from watching and listening to these very annoying, sometimes entertaining ads. One thing

you learn as a travel marketer is what the big guys are doing to capture the eyes, hearts and

minds of viewers, people that still read print magazines and their online fans and followers.

The realization is that these companies, and not so much travel agencies, have spent millions

on getting it right. So we can learn from what they deliver to us each and every night. Here’s

how you might profit from their investment.

Spin one off yourself: here’s a tag line using the Sportsnet theme of Fuelled by Fans! It’s the “fuelled by”

that works as in makes the engine turn, followed by what oils the machinery… the fans. Try it:

It’s travel fuelled by GREAT clients like you!

Tours, fuelled by Travellers, like YOU!

Cruising, fuelled by ocean lovers like YOU!

Adventure travel fuelled by explorers like YOU!

Next we have this large letter in a box with pre and post scripting. Can’t recall the ad as it happens (?)

but I did remember the layout and here it is – repurposed to travel. These “stamps” would be pasted

over your online brochures, or on your website where you are displaying tours & cruise products. The

idea: you are trying to rate the tour and make it appealing by emphasizing the level, the quality etc.

Watch telly this week and make notes as to which ad attracts you and why. Then repurpose it to travel.

CTC and CTIENew and Improved!

Choose the certification that’s right for you!

Long recognized as the gold standard in the travel industry,

the CTC program has been totally rebuilt with fresh content

on a platform that’s available 24/7. The new blended learning

model offers interactive online courses, audio podcasts and

white papers. Plus, now you can customize your learning

experience by choosing one of 5 majors.

Advance your leadership skills with the new CTIE program.

Like the CTC, the CTIE curriculum is a blended learning model

offering multiple media formats in an engaging learning

environment. And it’s accessible 24/7. The content includes

online courses, white papers and a selection of thought-

provoking video interviews and presentations from leaders in

their field.

Our 12-month interest-free payment plan can fit into any

budget. Travel Institute Members save 10 percent.

www.thetravelinstitute.com

Host Agency ListingsWell if you’re looking for a host agency you havea choice of around 160 to choose from. The list isshown below, collected from the three NorthAmerican sources you see here. To connect to anyof the listings below click to these three websitesand explore the host listings there.

For host agencies in Australia, New Zealand, UKand elsewhere, please contact your travel agencyassociation for the information.

A Ticket to TravelAAA Carolinas/AAA VacationsAAA MidatlanticAAA VacationsAARC (Agent Access ResourceCenter)AARC Host Travel AgencyAcademy Travel Inc.Accent on TravelAcross The World Travel LLCAdelman TravelAdvantage Travel PartnersAir Travel DeskAkbar Travels PmnaAll About TravelAll Travel CompanyAlpha VoyagesAltourAmadeus AgentaAmerican Discount Cruise &TravelAmerica's Travel Companies,Inc.Andavo TravelAnthony TravelArcher Corporate TravelAround the World Travel &CruiseAtlas Tour & Travel LLCAuthorized Agents

AVDAvoya TravelBannister TravelBay Center TravelBMD Travel and ToursBob Jones Belize HolidaysBreaktime Travel LLCBrennco Travel HeadquartersBrownell TravelC&H InternationalCadence TravelCamelback Odyssey TravelCamelback TravelCasino World TravelCCVAdvantageCETC TravelClassic World Travel - AmericanExpressClearwater cruises, tours &groupsConlin TravelCoral Sands TravelCorporate Travel PlannersCorporate Travel USACreative TravelCrown Cruise VacationsCruise & Travel MastersCruise BrothersCruise Planners - AmericanExpress Travel

CruiseOneCruises and Tours by BrenncoCruises Inc.Cruises-N-MoreCTP/Rennert TravelCWT VacationsDATS Travel ,llcDemeureDesign My Meeting & TravelDesign Travel IncDestination Wedding Travel IncDugans Travels LLCDurfee Travel and ToursEasy Escapes TravelEmotional wellnessEWA TravelExpedia Cruise Ship CentersFamily Fun Cruises & TourFirst Class World Travel, LLCFlight Centre AssociatesGateway To MagicGifted Travel NetworkGlobal Travel InternationalGreat Southern TravelGreat VacationsGreat Vacations - Cruise ExpertsGreen Motion TravelGulliver's Travel Service, Inc.Hahn Blue Sky TravelHara Group Travel

Imagine.TravelIncentive Connection TravelInternational Tours of HoustonJet About TravelKHM Travel GroupKingdom Magic VacationsKirkwood TravelKVI TravelLand and See TravelLUXE TravelLuxury Travel NetworkM&J Travel ServicesMagical Moments VacationsMei Travel & Mouse Fan TravelMeridian TravelMillstream TravelModern Travel Services IncMontecito Village TravelMontrose TravelNet Travel EaseNexionNexion CanadaOASISOcean Sand TravelOutside AgentsOvation Travel GroupPartners in Travel

Passageways travelPreferred Host AgencyPremiere TravelPrestige Travel SystemsPro Travel NetworkProtravel InternationalReenchen Naaden Tours & TrekRiverdale Travel LeadersRobinson Travel AgencySanaa World TravelSanborn's Travel ServiceSEACruises-Vacation ConnectionSelect Sailings / My InterlineTempo TravelTerraMar Travel IncThe Dream Travel GroupThe Travel Agent, Inc. (TzellTravel Group)The Travel Center, CorporateTravelThe Travel Society, LLCThomas Hogan TravelTravel Counsellors LLCTravel Dynamics GroupTravel Experts, Inc.Travel Leaders - Market SquareTravel Masters

Travel Network GroupTravel Planners InternationalTravel ProfessionalsInternationalTravel QuestTravelOnlyTravelwizeTripGuy Travel LLCUnbridled SolutionsUNIGLOBE Travel CenterUnlimited DestinationsUS1TravelVacation Time TravelVacation.comVacationCentral.netValerie Wilson Travel, Inc.WD WorldTravel/Candatravels.comWE Travel LLPWhimsical World TravelWorld TravelWorld Travel ManagementWorld Travel ServiceWorld Travel SpecialistsWorldview TravelYour Travel Center, Inc.

If you are starting out now as an Independent Home BasedTravel Agent, this might be the bundle for you!

0/5/13/576/824426$527!!-,/!$"#&&!!!

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yage

MARKET YOUR GROUPS WITH CUSTOM PACKAGES!Great for Weddings, Cruises, Tours and all Group Travel!

BonVoyageTHE HUNTINGTON GROUPHUNTINGTONThe agents choice since 1973

Thank you for choosing to travel with MyEscapades.com. We take pride in providing one-of-a-kind travel experiences in Africa, Asia, Europe and South America. The majority of our clients require a trip customized to their likes, interests and budget. Whether you wish to travel in the lap of luxury or choose to indulge in an authentic adventure (we call it ‘roughing-it’) we will create a trip to suit your preferred tastes. In other words, we will give you a travel experience that goes beyond your expectations. Rest assured, MyEscapades.com is your perfect traveling companion.

Before You Travel:• Ensurethatyouarecarryingyourup-to-date passports and have obtained any required/necessary tourist visas for entering the country(s) you are visiting. • Youtripinvolvescancellationpenalties in the unforeseen event that you cancel/postpone your travel arrangements. Ensure that you are aware of these penalties.• CarryyourOut-of-CountryHospital/Medical/Travel Insurance Policy with you.• Beawareofluggagerestrictionssuchas weight, size and type of suitcases allowed on the international and domestic flights on your itinerary. Excess baggage charges are steep and can cause great inconvenience• Ensureyouhaveobtainedrecommended or required inoculations.Certaininoculationsare mandatory for travel to endemic areas.Yourtravelagentwillhaveprovided full details.

• CheckouttheavailabilityoflocalATMs in your destination and/or purchase some local currency or travellers cheques.• Givefamily/friendsthecontactinformation at hotels/lodges you will be staying during your travel. Information on your accommodations is provided within your documents.• Werecommendthatyouputyournewspaper subscription on hold for the duration of your trip and have your mail collected by a neighbour or held at your local post office.• Itisalwaysrecommendedthatyousecure your home with a security alarm before you leave.

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BonvoYage

THE HUNTINGTON GROUPHUNTINGTONThe agents choice since 1973

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