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Agent Insights: Tony & Madonna Strong, helloworld

On Agent Insights, it's all about YOU – the amazingly awesome Travel Agent. We want to help you kick serious @$$ in the industry, by giving you tips, tricks and strategies on how to level up as a consultant.

On Agent Insights, it’s all about YOU – the amazingly awesome Travel Agent. We want to help you kick serious @$$ in the industry, by giving you tips, tricks and strategies on how to level up as a consultant.

This week on Agent Insights we have our first husband and wife team.

Ah, travel  – it really does bring people together…

Tony and Madonna are true veterans of the industry, each having about 25 years of experience under their belts.

They are the Co-owners/Managers of helloworld Helensvale Plaza, and boy do they have lots to say about the travel industry – an industry they love.

Take it away guys!

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Tony and Madonna, enjoying a little bubbly.

What exactly do you do and how long have you done it?

We have both been in the industry now for around 25 years and have worked across a number of roles and brands.

Six years ago we decided to purchase an office for ourselves and have never looked back, increasing TTV by over 400 percent in this period. Madonna manages the retail side of the business whilst I (Tony) look after our corporate and entertainment industry clients.

Pretend I’m a potential client for a moment. What do you do that separates you from the pack?

For Madonna and the retail arm, it would be the extensive knowledge that her and the consultants have. Every continent is covered and we can recommend those hidden restaurants, bars and places that most people miss by trying to do it themselves.

We are also accessible 24/7 and the mobile is always on in case things go astray when our clients are away. Just the other night we had a 3am call from a young client who had missed her flight and no one would assist her at the airport. We managed to calm her down, have her rebooked and on her way on the next flight all before 4am.

Let’s travel back in time. What do you wish you knew back when you started working as a travel agent? And what do you think some of the common mistakes travel agents make when starting off?

Probably how much work goes into putting together someone’s dream holiday. It’s all about matching the client to the best product for them within their budget – everyone is different. Being able to do this well takes years of experience and this is something we will always have over online booking engines and algorithms.

Not understanding how many processes and systems we have to deal with to make a successful booking can cause headaches for new consultants. We have to be great sales people, geography experts, accountants, PA’s and quite often counsellors for our clients.

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Tony and Madonna, enjoying a little Californian sun.

Have you ever managed to turn a customer complaint into something positive? If so, how did you do it?

We had a client in complaining about the travel industry and how you couldn’t believe any ads you read as they are all lies. So we sat him down only to find out that he had had an email through and when he clicked on the “online deal” it was not available when he wanted to travel.

After going through all his needs our consultant found him a deal that was actually $100 cheaper and at better accommodation.

Client for life!

What are your biggest challenges at the moment?

The Internet (and not just with travel) has really changed everyone’s patience.

We live in a world of instant gratification and the consumer wants everything now; this is a major challenge. People believe just because it says “only one room left” on a website that they have to book it so they don’t miss out, and this obviously this a sale we miss out on.

What are you doing to turn that around?

We are educating our clients that whatever they see online, we can do and usually save them money on the overall trip by taking all the components into account, rather than just one item.

It comes down to building that rapport and friendship with clients so they know to call you first when they see a deal, and trust you can do the same, or better for them.

Ok, last but not least: how do you see the industry evolving in 2016?

After seeing the last 25 years, who really knows! We have seen so many changes and absolutely love our industry.

I really hope that those who oversee our industry get a strong message out there that booking through a bricks and mortar agency not only can save clients money, but can be a much more gratifying experience than pressing the “pay now” button.

Where can people find you if they’d like to make contact?

You can reach us at helloworld Helensvale Plaza on (07) 5573 5188 or helensvaleplaza@helloworld.com.au

Have you read our Agent Insights interview with Shaun Caratozzolo from Flight Centre yet?

Also, check out what other awesome Travel Agents have to say about the industry they work in, such as helloworld consultant Laurice Burke, Reho Travel owner Karsten Horne, and Student Flights “home user” consultant Matt Castell.

*Would you like to be featured on Agent Insights? Then shoot me an email me at shaun@karryon.com.au – I’m looking to interview agents of all levels of experience, so don’t be shy!

So what are your key takeaways from Tony and Madonna? Is there anything else you’d like to know?