Answering emails at 2am? Fielding phone calls at all hours? That’s totally fine. IF that’s how you want to work. But if you’re trying to do a week’s worth of work in a day on the regular, it may be time to set some boundaries.
When Robert Frost wrote that “good fences make good neighbours”, he left off the bit about how they can make good customers too.
But setting boundaries with their customers isn’t something that comes easily to many travel advisors. These are people who don’t just aim to please. They want to exceed expectations and deliver the best possible travel experience for their clients.
Here’s the proof: you know how you meet those people who say, “I love my job, I would do it for free”? Many travel advisors spent the worst of the pandemic years having to actually stand by that claim.
Now we’re in a travel booking boom and many advisors are pedalling like mad to keep up with the rush. But overwork can lead to burnout. And that’s not good for anybody.
So here’s a guide on how to set boundaries and not alienate your clients.
START AT THE BEGINNING
Building boundaries before you start is a great way to have everyone on the same page.
Hollyday Travel owner and manager Holly Velardo, sends new and prospective clients an email. This outlines a bit about the company’s experience and success, any fees that will be charged and what to expect.
A calendar of available times and dates to chat one on one is offered and customers are prompted to fill in some basic info on their travel goals and plans before this takes place.
SET FEES
That old adage ‘you get what you pay for’ can work to your advantage. A travel advisor who charges fees is clearly top shelf, no? Let value perception work in your favour.
But a service fee is also a good way to protect your time from those so fond of wasting it.
Plus, in the words of some hair brand, you’re worth it!
SET MAXIMUM REVISIONS
If your initial service fees are the same for every client, let them know what that money is getting them. $200 is not endless phone calls to airlines changing times and dates. Your service fee will be gone quicker than it takes for an airline to pick up.
Set strong limits on how many revisions you will do for your fee and let clients know that anything more knocks them into the next bracket.
SET MINIMUM BUDGETS
Booking with a travel advisor is so on trend. But that doesn’t mean you need to work with every Jo Blow who walks through your door. If you’re David Jones, you don’t have to sell to the Big W crowd. Save yourself and the customer time by letting them know early on that you may not be the right fit.
SET TIMES
Let your clients know your business hours. Sure, if there’s an emergency while they’re travelling, give them a number to call. It does not need to be your number.
Knowing these boundaries is not just good for your client. It’s good for you too. Because when it comes to overwork sometimes you are your own worst enemy. You will be a better advisor and a better human if you are rested, fed, exercised, cuddled and fulfilled.
