Read most reviews and you’ll see that a travel agent’s success hinges not only on delivering exceptional services but also on effective communication with clients. But not all clients are created equal. To avoid client meltdowns, we propose a unique approach: treating them like kids. In the nicest way possible.
The school holidays had barely started and we thought a theme park was the way to go. Children pumped up on fairy floss and adrenaline surrounded us. But it was while waiting in line behind some grumpy adults that I realised the difference between some kids and some adults is not great.
By treating our clients as if they’re kids doesn’t mean we speak down to them or belittle them. Instead, we treat them with respect and understand that when it comes to big emotional purchases like travel, everyone’s a kid.
Treating them accordingly can unlock a powerful tool for effective communication and exceptional customer service. Through managing expectations, simplifying complex details, nurturing a sense of exploration, and addressing concerns with compassion, we create an environment where tantrums are replaced with smiles and memorable travel experiences.
Understanding the power of managing expectations
Clear communication and expectation management are vital in any client-agent relationship. If your clients are expecting White Lotus on a Survivor budget, they’re not going to be happy. From the get go, clarify what to expect from you, suppliers and destinations.
Keep it simple, keep it fun
People grasp information best when it’s presented in a simple and engaging manner. Don’t present your clients with jargon and acronyms they won’t understand. Take them by the figurative hand and simplify complex travel details. Engage them with captivating stories and funny anecdotes they’ll remember.
Nurturing a sense of exploration
Children are natural explorers, and so are your clients. Encourage their curiosity by providing insider tips, local recommendations, and off-the-beaten-path attractions. And do it when they’re not travelling to get them to do it more. Repeat business anyone?
Addressing concerns with compassion
Like a caring parent, show empathy and understanding when your clients express concerns or frustrations. Listening attentively and offering solutions in a calm, reassuring manner can defuse potential tantrums and build trust. Remember, even seasoned travellers can feel like lost kids at times.
Get down on their level
When Princess Kate got down on the same level to talk to her kids, people went wild. Experts agreed that this is a great way to communicate with children. When it comes to your clients, getting on their level means being where they are. Instagram, emailed newsletters, local events. This is where your clients are. Speak to them there.
And if all else fails, remember bribery works too!
