A recent article in the Huffington Post titled “6 Google Flights Tricks That Are Better Than Any Travel Agent"
recently garnered a number of lively comments from public and
professional alike. There were many thoughtful comments from both
sides, as well as the usual number of trolls looking to poke the
profession's collective spleen. At least once a quarter, if not more
often, such articles appear as a reminder our marketing job is far from
adequate to keep us in good stead with the public at large.
our own fault. We are the professionals. It is our responsibility to
make ourselves heard and understood. The travel industry has done a
terrible job of explaining itself to the general public. By and large,
consumers do not understand what you do, how you fit into their travel
plans and why they should use you. Most members of the public think of
travel agents as one possible way to buy travel out of several retail
alternatives. Many ill-schooled travel agents reinforce that perception
with product-driven advertising and marketing.
If a client buys from the internet rather than working with you, you
never had the client from the start. You don't lose clients to the
internet. They didn't “get it" because you didn't explain your
value well enough. In short, you failed to persuade. Don't be angry with
the client, they at least gave you an opportunity. Rather, sharpen your
Consumers are civilians: they drive straight to price every time. It
is not in the least surprising their chief preoccupation is price. But
if we affect an attitude, if we are unsympathetic to their concerns, we
lose an opportunity to earn a client. Too often, we allow frustration to
drive the conversation.
We make a mistake when we “blow people off." We all should learn the
art of persuasion – it is infinitely more valuable in business than the
art of debate.
We would all do well to prepare an answer to the question “Can you beat internet pricing?"
Honestly, are you prepared to cogently answer that question when asked?
When you hear that question you have a terrific opportunity to educate a
member of the public and to earn a client. You will hear it again. And
again. So prepare your answer now.
What about an industry wide effort? I have argued before travel agents should be promoting a grassroots effort to educate the public by jointly marketing in their local communities.
Give some consideration to a cooperative effort with your peers
locally. The time you invest working with your fellow travel agents may
well pay off for all involved: you, other travel professionals and, not
least of all, the traveling public.
Richard Earls is the Publisher of Travel Research Online, an online travel industry resource dedicated to enhancing the professional lives of travel agents.