Richard Turen
Q: I am in my third year as an agency owner. We have five employees and we are serious about differentiating our company. We place great importance on communication with our customers. Is there a way to humanize the process rather than just sending a pitch or deal?
A: There are many ways to do this, but let’s start with one. We encourage you and your staff to create your own “Never Do List,” a series of statements designed to highlight advice you’ve never heard before. This will go a long way in establishing your credibility while allowing you to highlight some areas of expertise.
Below are just a few excerpts from my current “Never Do List”.
Do not book a ticket with an organization that will not be responsible for getting you home in the event of an “event”. Never purchase travel insurance with less than $500,000 in emergency evacuation coverage. Never assume that hotel booking sites are truly safe. You can be a real hotel or legally represent a hotel. Fake hotel sites number in the thousands and go largely unenforced by law enforcement. Never give out your credit card details or personal information to anyone on toll-free numbers or on unverified company websites (look for “https” and “lock” on the left). However, this alone does not guarantee legitimacy, security, or reliability.) Don’t use public WiFi, such as in airports, without activating your VPN. This is an invitation to steal your information and identity. Don’t try to save money on airport transfers. Never go through a crowd, airport, train terminal, or venue where people are shoulder to shoulder without wearing an N95 or KN95 mask. Research on effectiveness against airborne particles is uncontroversial. Do not book tickets online with third-party vendors. They often operate out of private rooms in overseas countries where it is difficult to resolve disputes to the consumer’s satisfaction, and if they need to make changes or request a refund, their work may be delayed. It is often possible. Not all tickets issued by online sellers are accepted by other airlines, so if your flight is cancelled, you cannot transfer to another airline. Book directly with the airline or only with certified US aviation experts who provide world-class flight monitoring services. Don’t travel internationally wearing hats, shorts, or jackets that have the name or logo of a team or company that easily identifies you. American tourist. Please consider that your country of residence is no one else’s business unless you inform them yourself. And of course, when traveling abroad, never dismiss the concept of simply “fitting in.” Never forget that all hotel, tour, cruise, and travel package prices include Travel Advisor commissions. This fee is always paid even if you do not use a travel agent. If you book on your own, always ask for a refund of the agency fee to avoid being charged for services you didn’t use. Don’t travel without making sure you have a luggage tag that shows exactly where you will be for the first few nights of your trip. Never check in your luggage unless you have taken a photo of its contents with your cell phone. Never sit in an airplane seat without using germ wipes on your seatbelt, tray table, armrests, and the back and sides of your seat. Don’t travel without at least one change of clothes in your carry-on. Don’t travel without understanding how to use your smartphone’s panoramic photo feature.
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