Things never stay the same in the travel industry, and although the traditional Travel Agent still works in a retail or office environment, some agents are deciding to go mobile and work for themselves.
One such Travel Agent is Sarah Fenton, who has only very recently made the transition into being a Mobile Travel Consultant with MTA – Mobile Travel Agents.
She brings to her new role over 19 years of experience, a dedication to customer service, and, of course, her passion for travel, which she believes is the only thing you can buy that makes you richer.
KarryOn recently got to speak with Sarah when she was just 19 days into her new role, and this is what she had to say about life as a Travel Agent.
Pictured: Sarah Fenton
Take it away Sarah!
What exactly do you do and how long have you done it?
I have been a mobile consultant for 19 days!
I have worked for other people for over 19 years though. I now have the flexibility to travel to where and when it suits my clients to meet, rather than then having to fit around my office hours. Plus, I can fit all this around my family more easily too.
Pretend I’m a potential client for a moment. What do you do that separates you from the pack?
I have 19 years of experience with three different large agencies in both holiday and corporate travel. Many agencies are full of staff that have less than three years’ experience under their belt, and consider a “trained on the job” consultant to be experienced after two years.
With MTA I also have huge buying power and I’m not restricted to selling you only “head office preferred” products. I can cut out all the middle men in some cases and book directly with local suppliers in many places. I work with the best technology I have seen in a long time, which means efficiency and convenience for you, the client.
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?
When I first started, I wish I knew the value of a good sales rep. No one is perfect, and when you make mistakes having a great working relationship with industry colleagues can make all the difference. I wish I had never lost as much sleep as I did in the early days– there is no problem which cannot be solved somehow.
A common mistake I think new agents make is thinking they know everything about Europe after one Contiki tour. So many newbies underestimate the experience of not only colleagues, but their own clients. There are so many places now you can go to access knowledge and training… I wish it was all around when I started.
Have you ever managed to turn a customer complaint into something positive? If so, how did you do it?
I had a client complain about the way a coach tour was run once – everything from how the cups were washed after morning tea, to how the refueling was done with everyone onboard. They did not like the itinerary, the length of drives etc., and questioned me intensely on the technical and legal aspects of all her experiences.
It took over half an hour to get through it all, and then she confessed she was not talking about an experience she had with our company, but another one. She was testing me to see what knowledge I had of our tour products and to ensure she would get a better experience with us than she had previously. Booked her on a trip that day and she became a loyal repeat client.
What are your biggest challenges at the moment?
Having only been in my own business for 19 days, it’s letting people know what I do, and that they can book with me with confidence. Potential clients need to feel secure when booking with me so it’s important for me to educate them on the amazing affiliations, buying power, deals and service that I’m able to offer them as a Mobile Travel Agent.
What are you doing to turn that around?
Facebook promotion, LinkedIn, Twitter, letterbox dropping, networking – such as asking family and friends to take flyers away with them and talk to their neighbors about me. I am pushing boundaries and learning new skills, like uploading video blogs via You Tube to my website.
Pictured: Sarah Fenton doing a letter box drop.
I’m also talking to local businesses and partnering with them in planning mini travel expos that they can invite their clients to so that they can learn about me. Approaching local businesses to give me five minutes at their next staff meeting to just let them know I am here to help them. All that just this week – you should see my calendar for the year!
Ok, last but not least: how do you see the industry evolving in 2016?
I think that in 2016 we have the potential to show people what the internet really is. It charges service fees for booking but gives no service. It takes your bookings, then cancels them and relists the same room at higher rates. It charges you extra fees for the “privilege” of talking to a person when your plans change and the booking amendments are confusing.
I plan to ensure that 2016 is the year people learn the value of service, and the value in supporting your local businesses where the owners and operators put food on their families’ tables and pay for their kids to do sport. The internet and the bit multinational businesses pay back shareholders. To them you are a number. To a small local business operator, you are a valued client and vital to their existence.
Where can people find you if they’d like to make contact?
People can contact me in one of three ways:
Phone – 0404 831 867
Website – www.mtatravel.com.au/sfenton
Facebook – www.facebook.com.au/sarahfentonMTA
Like what you’ve read?
Then check out some of the other agents we’ve interviewed on KarryOn, such as Laurice Burke from helloworld, Lorie Raymundo from Travel Counsellors, Ez Yiap from Student Flights and Sean Baldwin from STA Travel.
