10 Days When You Absolutely Must Contact Your Customers
John Frenaye
Travel Research Online
On Mother’s Day I sent my clients who are mothers an e-mail broadcast wishing them well. No pitch for a trip. Just a simple wish. And it paid off for me - as it usually does when I contact my clients on 10 special days during the year. ...read on

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A Systematic Approach To Generating Referrals
Robin Amster
Travel Market Report
Your travel agency may already be receiving a few referrals from time to time, but generating referrals should be a key strategy, never an afterthought....read on

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The Demise Of Travel Industry Partnerships
Kevin Maguire
Business Travel News
The foundation of the travel industry used to be the strong bonds nurtured between the providers and the buyers of travel products and services. Now it appears that travel industry partnerships may be going the way of the dinosaur. ...read on

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5 Best Practices For Deep Customer Connection
Dori Saltzman
Travel Market Report
To drive customer loyalty, travel sellers need to make their clients feel cared about and engaged, but the big question is how to facilitate that type of connection. ...read on

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Stimulating Conversation To Encourage Word Of Mouth
Richard Earls
Travel Research Online
Efforts at generating word of mouth “at large” need to be consistent, planned and on-going....read on

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Epiphany At The Airline Distribution Conference
Jim Davidson
Farelogix
For $7 billion a year, is it too much to ask for the GDSs to meet the growing supplier demand for “pulling” airline content at time of request, or even displaying the airline product in a non-commoditized and generic way? ...read on

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That’s The Way We Always Do It
John Frenaye
Travel Research Online
Complacency runs rampant in the travel industry. While vendors are busy spending millions of dollars refining their product to retain and attract their new audience, agents seem stuck in a rut. ...read on

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Trial & Error
Richard Earls
Travel Research Online
Mistakes can be very expensive and many mistakes have already been made. We can learn from them....read on

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Serious Education Doesn’t Come In Tidbits
Steve Cousino
Travel Research Online
Internet forums can be very valuable as peers share information and advice, but I’ve noticed a disturbing trend – the asking of very basic industry questions. Message boards are NOT a suitable substitute for making an investment in your education as a travel professional....read on

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Daily Enjoyment The Secret To Work/Life Balance
Dori Saltzman
Travel Market Report
A life full of achievement but little enjoyment is no life at all. But finding the balance is a struggle for busy travel sellers. ...read on

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It’s Not My Job
Richard Earls
Travel Research Online
When it comes to customer service, nothing bothers me so much as the “It’s not my job” attitude. We are all empowered to assist clients, even the most demanding ones. We don’t have to coddle them or perform extraordinary services for no pay, but we can always do our best to help. ...read on

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Invest In The Future By Specializing Now
Robert Joselyn
Travel Market Report
A survey of travel agents found that the overwhelming majority believe the generalist model of travel sales will not be viable within five years. Are you investing now in the future you already see? ...read on

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Be A Winner... Leave A Legacy
Charlie Funk
Travel Weekly
70% of agents working today have been in the business 20 years or longer and fewer than 2% are under the age of 35. It doesn't take a math wizard to figure out that, absent substantive action, the retail travel sector is at risk....read on

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4 Ways To Fight The e-Mail Monster
Steve Cousino
Travel Research Online
There are times when e-mail becomes a huge monster that prevents us from getting any work done and can be the cause of many frustrations. ...read on

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Professional Appearances: Travel Agency Client Meetings
Richard Earls
Travel Research Online
Even in the most informal of settings, there are protocols and etiquette to follow that can make the difference between the success and failure of the meeting and the relationship....read on

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4 Steps For A Successful Niche Business
John Frenaye
Travel Research Online
Since few of us can be all things to all people, finding a specialty makes sense. But, are you really ready to specialize or niche-ify your travel business?...read on

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Can Air Canada Be Saved?
Chris Sorenson
Macleans
It is the country’s biggest and most essential airline, but it is at war with its unions, losing money and becoming increasingly dysfunctional. There may be only one way out. ...read on

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A Passenger’s Rx For The Airlines
Joe Brancatelli
Portfolio
Brancatelli offers 6 simple ideas that would make frequent fliers’ lives easier, declutter the air-travel system and help blacken the airlines' blood-red financial performance too. ...read on

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Industry Must Examine The Real Cost Of All-Inclusives
Victoria Sanders
Travel Weekly UK
We can’t blame people for wanting all-inclusive deals, but as an industry we need to consider our responsibility to the destinations we send people to and the impact of AI on local economies....read on

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3 Questions Your Clients Are Asking About You
Mike Marchev
Travel Research Online
As a travel agent, when people meet you for the 1st time, they are likely asking themselves 3 questions: Can I trust this person? Do they know what they are talking about? Do they care about me? ...read on

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Making You The Hero
Stacy Small
Travel Pulse
Specializing in luxury travel does not simply mean selling pricey hotel rooms or upscale cruises. When clients are spending more on travel, they expect more from the person who books it....read on

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ARTA Canada Supports Open Jaw's Call For Industry Marketing Standards
Bruce Bishins
ARTA Canada
ARTA Canada has voiced its support for Open Jaw’s efforts to encourage the industry to adopt standard metrics to gauge the effectiveness of online travel marketing, including e-mail blasts and broadcasting. ...read on

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Put The Power Of Passion In Your Business
Keith Powell
Travel Research Online
When I am passionate about something, the experience transcends the obstacles around me. Passion excites. Passion creates interest. Passion energizes you and everyone around you....read on

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Media Bullies & The Concordia
Richard Turen
Travel Weekly
We have been told by the media, that the Costa brand might not survive, 1st time travellers will abandon the notion of cruising, Carnival's stock will tumble and the general public will be filled with fear of the oceans. None of this has come to pass. ...read on

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One Client At A Time
Richard Earls
Travel Research Online
Companies often launch campaigns when they need business. But, if you wait until you need business to seek it out, you are a bit late to the races. ...read on

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What Is The Role Of The TMC Today?
Bob Papworth
Air & Business Travel News
With advances in internet technology and a proliferation of direct booking options, the role of the TMC is definitely changing. It all comes down to providing value, and much of that has little to do with the actual travel booking. ...read on

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Valuable Lessons On Profitability
Dr. Robert Joselyn
Travel Market Report
too often leisure travel agency owners, managers and agents have no sense of the true relationship between the revenue generated by a given sale and the time (read money) that goes in to making that sale....read on

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Fail Faster
Mike Marchev
Travel Research Online
What would you try to do if you knew you couldn’t fail? I bet you’d be doing more than you are currently attempting to do! If you want more – fail more; fail faster, fail with flair and fail with a little bounce in your step. ...read on

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E-Mail Or Social Marketing?
Ron Cates
Travel Market Report
Your customers and prospects communicate in a variety of ways. Some love Twitter, some Facebook, some even prefer direct mail. Which segment can you afford to ignore? ...read on

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Campaign Season
Richard Earls
Travel Research Online
When properly executed, a marketing campaign results in a clear and well-defined brand image. That’s the ideal, anyway. The reality is too often otherwise. ...read on

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Visual Advertising For Travel Agents
Richard Earls
Travel Research Online
Creating great visual advertising is both an art and a skill. The graphic design of a print or banner ad has to be clean and uncluttered, yet interesting enough to grab the viewer and pull them in. ...read on

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Are Hotels Getting Ready To Give Online Agencies The Boot?
John Frenaye
Travel Research Online
I was shooting the breeze with the G.M. of a small chain of independent hotels about biz in general and asked what he saw as his biggest challenge. The answer I got surprised me. “We need to find a way to take more business away from the online travel agencies.”...read on

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Time For The Travel Industry To Consider The Consumer
Evan Konwiser
Tnooz
Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1. Why do so many of us in the travel industry get it so wrong? ...read on

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I Know You!
Richard Earls
Travel Research Online
Don’t you love it when someone recognizes your logo? But know this: your logo is not your brand. Whatever people say about you and your travel practice is what your brand is. ...read on

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Make It Stop
Dave Heron
Pacesetter Travel & Tours
In the far corner of the departures hall, a pair of AC employees were spotted crouched in the fetal position banging their heads against the wall moaning, “Make it stop - make it stop.” The same mantra I’m told, was playing itself out in the executive suite. ...read on

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Just Keep Asking For The Business
Mike Marchev
Travel Research Online
Here is the long and the short of it. Professionals ask for the business. Amateurs don’t. The choice is yours. ...read on

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Making Sure Your E-Mail Broadcasts Are Read
John Frenaye
Travel Research Online
Newsletters are great tools for travel agencies. Ensuring as many people read it as possible will take some trial and error... and some helpful tips. ...read on

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Advertising For Travel Agencies – Buying Media
Richard Earls
Travel Research Online
Advertising is a high-stakes business. Choosing the appropriate media to present your advertising is a very important decision. ...read on

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Take That Customer Complaint… And Solve It
Matthew Swyers
Inc.
You cannot please 100% of the people 100% of the time. But, before you rush to defend yourself or fight back, put yourself in the customers’ shoes. ...read on

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The Value Of Client Testimonials
Richard Earls
Travel Research Online
Blowing your own horn is a perfectly acceptable marketing strategy. But, it’s just so much more effective when others pick up the tune! ...read on

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Stuck In A Box?
Stacy Small
Travel Pulse
Do you have a short answer when someone asks you what you do? If you simply say you're a travel agent, you may lose the person's attention quickly. ...read on

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The Slow Burning Fuse Of ETS
Stanley Slaughter
ABTN
When the EU passed legislation to include aviation in its emissions trading scheme, it would have been well aware it was creating trouble for itself. ...read on

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All Aboard The SS First Timer
Keith Powell
Travel Research Online
I am continually amazed at how many people still haven’t experienced a cruise. The agent targeting 1st time cruisers needs to be aware of certain keys to marketing and selling to this market. ...read on

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Travel Agency Newsletters: Building Relationships With Clients
Richard Earls
Travel Research Online
Good content can make up for poor design, but even the most exquisitely laid out newsletter cannot overcome poor content. ...read on

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Are You Socially Acceptable?
Richard Earls
Travel Research Online
Travel professionals using Facebook, Twitter and other social media to market learn pretty quickly what works and what does not. But, I’m seeing a lot of agent posts that many in the social media world would deem unacceptable. ...read on

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Raising A Glass To Ted Arison
John Frenaye
Travel Research Online
40 years ago, something very special happened that was one of the biggest game changers in the travel industry. It was a huge gamble. It would either be a tremendous success or a colossal failure. Thankfully for the travel industry, it was the former. Any guesses?...read on

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Marketing Mistakes For Travel Agents : No Marketing Fundamentals
Richard Earls
Travel Research Online
Passion for travel will not guarantee success in the business of travel and there’s more to marketing travel than destination and product knowledge. ...read on

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Dealing With Hype & Hysteria In The Cruise Industry
John Frenaye
Travel Research Online
After a series of highly publicized negative events, how much more can the cruise industry take - or more realistically, what can we do to help? ...read on

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Cruise Lines & Story Lines
Arnie Weissmann
Travel Weekly
To initiates, the cruise industry story line is one of fun romance, excitement and satisfaction. But, in just six weeks, the industry story line has been strongly challenged....read on

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Staying Engaged With Clients
Richard Earls
Travel Research Online
Is there a travel professional anywhere who hasn’t had a client or family member book their trip elsewhere? What’s the secret to perpetual customer loyalty? ...read on

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Making Money With Group Cruises
Steve Cousino
Travel Research Online
The pricing of groups is something that’s easy to get wrong, costing you commissions or even an outright loss. ...read on

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How Good Is Your Memory?
John Frenaye
Travel Research Online
How should you respond to a negative comment made about your agency on an online forum? With few exceptions, it’s likely forgotten almost immediately by 90% of those who saw it. ...read on

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Believe-able Or Doubt-fail, Which Are You?
Nolan Burris
Travel Research Online
If you don’t believe you’re worth more than $25, how can expect your clients to believe it? On the flip side, if you charge absolutely nothing for your amazing service what does that tell them? ...read on

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What Are You Worth?
Richard Earls
Travel Research Online
It depends who’s buying. One of the greatest mistakes we all make is to decide everyone will value our services once we properly explain what exactly we do. That’s not the way it works. ...read on

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Why Some Standards Really Do Matter
Jim Davidson
Farelogix
The concept of ‘standards’ continues to dog our industry. Example: UA is migrating to a new reservation system but Sabre agents won’t be able to sell UA Economy Plus, at least initially. ...read on

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Lots Of Frogs, Only One Prince
Steve Cousino
Travel Research Online
It’s easy to get impatient when results from your marketing efforts don’t have an immediate effect. You put in time and effort to make a proposal and nothing happens. ...read on

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Stop Looking For The Commission!
Steve Cousino
Travel Research Online
These days there are many methods for capturing a retainer or plan-to-go fee so it’s much easier to participate in that model should you choose to do so. The biggest benefit? Getting the client what they want. ...read on

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All You Have To Do Is Ask
John Frenaye
Travel Research Online
We are all in sales. No one eats unless something is sold. However, many travel agents do not see themselves as salespeople. They are purveyors of information, keepers of knowledge and trusted confidantes. But let’s not forget, if we don’t ask for the sale we’re never going to get it....read on

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How Low Will You Go?
Richard Earls
Travel Research Online
We are a deal obsessed culture. But, as business people, we need to think cautiously about any business strategy focusing on price as an attention-getter. ...read on

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How Much Is Your Travel Agency Really Worth?
Bob Sweeney
Travel Research Online
Buyers are looking at the acquisition opportunity with eyes towards paying off the investment as quickly as possible. ...read on

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Being Heard
Richard Earls
Travel Research Online
The travel agent with a loyal following is almost certainly an expert in communication skills. ...read on

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Active Listening & Understanding
Richard Earls
Travel Research Online
Listening is a very important part of conversation. Yet, if we are honest, most of us would admit to needing to sharpen our listening skills. ...read on

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Communications Skills For Travel Agents: Making Good First Impressions
Richard Earls
Travel Research Online
The element of trust is so important in your relationships with clients and a good first impression is a key element in establishing the tenor of your relationship....read on

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Expectations
Richard Earls
Travel Research Online
How can others meet our expectations if we don’t clearly establish what we expect? ...read on

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Authenticity & The Travel Industry
Arnie Weissmann
Travel Weekly
Before "experiential travel" became an industry buzz phrase, the more one spent, the more likely one was to move further from an authentic experience. The affluent bought a cocoon....read on

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Lifelong Learning
Richard Turen
Travel Weekly
Travel agents who just take orders are the industry's high school graduates. But there is college for those who seek to be destination consultants, and graduate school for those who wish to become trusted advisers. It all has to do with the years one is willing to devote to one's craft....read on

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Ancillary Phil
Jim Davidson
Farelogix
Articles about travel agents and ancillaries have been all over the web. I felt like I was reading the same article over and over. Then it hit me -- Groundhog Day. ...read on

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Are You A Coachable Coach?
Richard Earls
Travel Research Online
A good travel counsellor plays the role of a coach for their client, teaching the client to make good buying decisions, imparting experience and expertise....read on

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Inside The Mind Of Your Customers
Jane Porter
Entrepreneur
No 2 customers are the same. Customers approach buying with their own agenda and retailers should tailor their sales technique based on the primary reason the customer wants to buy....read on

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Time Management For Travel Agents – Procrastination
Richard Earls
Travel Research Online
Though not officially one of the 7 deadly sins, procrastination has to be high on the list. Travel professionals who procrastinate know the mounting sense of foreboding it creates. ...read on

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The Power Of Planning
Keith Powell
Travel Research Online
The important part about a business plan is that it be written by you, the owner of your business. Planning is your guide and accountability process....read on

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Wrestling With Safety Issues Part 2
Dave Heron
Pacesetter Travel & Tours
Until global warming heats up YQT on a long-term basis, Mexico will continue to lure snowbirds. But as long as hotels let their rooms go for a song, the type of guest is predictable and won’t return equity to shareholders. Nor will it result in the return of guests willing to spend a reasonable dollar for a positive experience....read on

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Wrestling With Safety Issues - Part 1
Dave Heron
Pacesetter Travel & Tours
For years, tourists have flocked to Mexico for sun, sand and the odd tequila. About 20 million of them per year. Statistically, the safety record for tourists in Mexico appears safer jogging on a city street, but stats have little meaning to someone who finds themselves a victim of a violent act....read on

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Does Your E-Mail Address Help You Sell?
John Frenaye
Travel Research Online
An argument erupted at Travel Research Online when it was suggested travel professionals should ditch the gmail, hotmail, yahoo and other generic e-mail addresses for something more “professional” and go with a branded e-mail address. There were strong arguments on both sides. Which side are you on? ...read on

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I Have Too Much To Do
Steve Cousino
Travel Research Online
For some of us, the overwhelming amount of work that needs to be done. How do you combat those feelings of anxiety? ...read on

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Public Relations For Travel Agents: Writing Good PR Copy
Richard Earls
Travel Research Online
Many travel agencies make the classic mistake of writing their PR copy by listing the features of their agency. ...read on

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P.R. For Travel Agents: Writing Opportunities
Richard Earls
Travel Research Online
If you have some writing skill, or you are willing to learn, writing articles in community newspapers, newsletters and blogs is a terrific way to establish your reputation as a local expert and go-to person for travel advice – and bookings. ...read on

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Social Media Strategies For
Travel Agents
Philip Rose
Regional Director – Canada, Jamaica Tourist Board
The newly appointed Jamaica Tourist Board Regional Director for Canada is a convert to the power of social media and how travel agents can utilize it to grow their business. He says that if the message is authentic and spreads organically, the results can be powerful... click to listen to an interview with Nina Slawek...read on

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Local Expert
Richard Earls
Travel Research Online
Whether it's a tragedy like the Concordia or a volcano somewhere in Iceland, people fear what they don't understand. And there's your opportunity. You are the travel professional. You are the expert. So step up to the podium. ...read on

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Travel's Silly Season
Joe Brancatelli
Portfolio
The media is loonier than ever this winter with talk of a DL-AA merger and trumped-up airline stocks. ...read on

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Watch Your Language
Nolan Burris
Travel Research Online
Do your clients know the difference between travel insurance and cancellation insurance or beachfront versus ocean-view? In an industry with its own language, agents should ensure that their message is crystal-clear. ...read on

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When Expense Creep Knocks, Don’t Answer
Dr. Robert Joselyn CTC
Travel Market Report
Good management is the single defining difference between travel agencies that make money and those that lose money. And, it’s not just management of big items - it’s those expense categories at the edge of the radar screen....read on

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Cruise Will Emerge Stronger From Concordia Disaster
David Selby
Travelyields
The sinking of the Costa Concordia was clearly a major tragedy. But, the industry will emerge stronger from the various questions being asked of it currently. ...read on

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Self-Confidence Before Marketing
Susan Schaefer
Travel Research Online
I often come across travel agents lacking in self-confidence. They range from fairly new agents to veterans in the business for decades. In common is that they don’t have confidence in the value they provide....read on

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Sinking Ship: Tips On Dealing With Customer Concerns
John Frenaye
Travel Research Online
The days ahead will be challenging for the cruise industry. Obviously, passengers are going to be concerned about cruise ship safety. As a travel professional it is your job to answer their questions and keep in mind that clients are the top priority...read on

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Corralling The Competition
John Frenaye
Travel Research Online
Today, it seems all it takes to be a “travel agent” is a love for travel and a small payment to someone willing to toss up a website and split a commission with you. ...read on

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A Client Retention Program To Engender Loyalty
Richard Earls
Travel Research Online
Marketing has a 2 fold function – to acquire new clients and to retain your existing clients. ...read on

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Rethinking The Tour
Larry McCarthy
Globus Family Of Brands
Escorted tours are on an upswing and selling better than ever. Travellers interested in today’s tours are sophisticated and interesting; curious and, yes, young! ...read on

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What Creates Customer Loyalty?
Richard Earls
Travel Research Online
Do your clients always come to you instead of booking online, supplier-direct or instead of booking with another agency?...read on

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The Art Of The Upsell
Kate Rice
Vacation Agent
Customers say they want cheap, but what they really want is the best they can get for the money they spend. ...read on

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What’s Curbing My Enthusiasm For Cruise Sales?
Lyn Edwin Cathey
Travel Research Online
My fellow TAs, this is a cry for help. My 30 yr. long love affair with cruises is in jeopardy. The change has been so gradual as to be almost undetected, previously misdiagnosed as Creeping Laziness. I recently sat down for some remedial therapy with my Grief Counsellor (an Aussie Shepherd), digging deep for answers. ...read on

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Networking 201: Have A Plan
Richard Earls
Travel Research Online
Associating goals with your networking efforts can pay off in ways merely socializing will not. ...read on

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So, This Is What Extinction
Looks Like
John Frenaye
Travel Research Online
When I came into this industry back in 1996, a financial advisor said our days were numbered. When the commissions were cut - same deal. 911 - yup. SARS - yup. Well, here we are in 2012 and while the industry is a bit bruised and battered, we are ready to tackle 2012. ...read on

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Enhancing Supplier Relationships
Richard Earls
Travel Research Online
Relationships with clients are of primary importance. But of nearly equal importance is the relationships you develop with your suppliers....read on

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5 Simple Ways To Grow Tour Sales In 2012
Nick Verrastro
Travel Market Report
Travel agents are increasingly looking to tour sales as a lucrative revenue source. For agents without a lot of experience in the sector, tour executives offers some practical tips on expanding your expertise....read on

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2012 Marketing Plan – Revisit Your Budgets
Richard Earls
Travel Research Online
If your Marketing Plan is going to be realistic in relation to your budgets and overall capabilities, your goals have to be both measurable and achievable. ...read on

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Examine Your Points of Contact
Richard Earls
Travel Research Online
To project a professional image, you must use professional tools. ...read on

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Dear Santa – What A Year!
Dave Heron
Oh Santa Dear Santa Where have you been hiding? We're now at the stage Where we need some good tidings ...read on

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Establishing Referral Networks
Richard Earls
Travel Research Online
Many travel agents have found referral networks provide an excellent source of new clients. You can generate strong word of mouth marketing by establishing both formal and informal referral networks to generate recommendations for your business. ...read on

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The Power Of Low-Tech In Sales
Larry Pimentel
Travel Pulse
There’s no turning back. We can’t live without technology. However, sometimes in marketing and sales, eyeball-to-eyeball and even old fashioned pen and ink communication will trump technology. ...read on

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