6 Ways to Build Relationships with Customers
As a travel agent, your main goal is to attract and retain a lucrative client base. You might think you provide a plethora of knowledge and experience to your customers, and that those are enough to keep your customers coming back to you with their travel needs. But even if you’re the best travel agent in the world, each of your clients must feel comfortable dealing with you and know that you have their backs.
The Cost of Losing a Customer
Although actual numbers vary based on a number of factors, it’s common knowledge that it is much less costly to retain a current client than to recruit new ones. Acquiring new customers requires marketing, sales, and advertising, all of which are very costly. In fact, just increasing your retention rate by 5% can earn, at a minimum, 25% more revenue and often more.
So what are you doing to keep your customers happy? There are some things that are outside of your control, like costs and extra fees, but travelers will pay those no matter how they book their travel. The key to retaining satisfied customers is to establish a positive and ongoing relationship with them.
How to Keep Current Clients
There are some tried-and-true ways to retain customers, no matter what business you’re in. There are additional things you can do in the travel industry that build customer loyalty and show your clients that they are a priority and you have their best interests at heart.
1. Be Responsive. Let’s face it, the internet provides access to all travelers for booking flights, hotels, rental cars, and tours. There are also many other travel agencies providing the same or similar services as you do. Often, that means that the first to respond gets the business.
That means answering your phone when it rings, responding promptly to emails and texts, and getting clients the information they need as soon as possible. Respond to voicemails, answer questions, and follow through quickly.
2. Get Personal. Get to know your customers on a more personal basis. That doesn’t mean you need to know all their secrets. But it does help to know a lot about their personal life. Know the names of their family members, ages of children, hobbies, likes and dislikes. Ask questions about their travel preferences. Get their budget limitations. When you have all this information, it’s easier for you to more quickly and accurately plan their travel.
3. Be the Expert. Your clients rely on you to know the business and be an authority in your niche. You will need to constantly be on top of the latest pricing, trends, and products in the industry. If you work under a good and reputable host agency like Dugan’s Travels, you can get expert professional development, assistance, and training from them on travel-related topics.
What happens if you get questions from clients for which you don’t know the answer? It’s okay to respond with “That’s a new one that I don’t know the answer to, but I’ll find out and let you know.” Then get the answer quickly and get back to them ASAP.
4. Have a Positive and Friendly Attitude. Always smile when you’re talking to a customer, whether it’s in person, in an online meeting, or even on the phone. You might be surprised how much happier you sound when you answer the phone with a smile on your face. Few people enjoy dealing with negative or cranky agents.
Make each of your customers feel like they are your only priority. Don’t rush them off the phone or cut them off. Even if you are stressed and extremely busy, give them all the time they need to voice their wishes.
5. Stay in Touch. If you haven’t heard from a regular customer for a while, contact them. Shoot them a text, email, or brief phone call to check in or provide updated info or deals they may be interested in. Don’t go overboard, however, to the point that you’re an annoyance.
One great way of staying in touch is through social media. Facebook, Instagram, and other apps can be great platforms for sharing pictures, videos, and information about travel destinations. Invite your clients to follow you on these platforms so they don’t miss your posts.
6. Gather Feedback. Don’t wait for a negative review or complaints from your customers on their experiences with you. Soliciting ongoing feedback from them will help you improve your services and possibly address a minor issue before it becomes major. It also shows them you appreciate their opinions and want to provide them with the best experience possible.
Get the Most from an Experienced Host Travel Agency
Being a successful travel agent depends largely on retaining a client base that generates repeat business. Working with a host agency can help you build relationships by providing you with resources to increase your knowledge and develop your skills.
Dugan’s Travels has been providing a family-friendly environment where hundreds of new and experienced agents work to realize the dream of owning a successful home-based travel business. We offer our agents comprehensive education and development programs, as well as exclusive live events in locations across the U.S. to help them gain knowledge, establish industry relationships, and build the confidence they need to succeed.
Whether you are looking to become a new home-based travel agent or are an experienced agent wanting to start a home-based business, we can help. You’ll be in business for yourself but not by yourself. Contact us today for more information.
