Your clients make your business go ’round, so why not treat them like royalty? As a travel agent, tour operator, travel planner, or concierge, it’s already naturally engrained in your work ethic to have a positive attitude, work with your client’s needs, and make it the best experience possible. But what if you went the extra mile and really stood out? By doing so, you don’t only almost guarantee a loyal customer but you also create a marketing tool in itself from clients telling their friends and family about your services and ultimately always booking travel through you.
Here are 10 ways to go the extra mile and create a relationship to last a lifetime:
1. Thank You Cards
Once the client’s trip is over, why not send a handwritten Thank You card to ask how the trip was and thank them for their business.
2. Cards for Birthdays, Holidays, Etc.
Any chance you get to interact with your client, you should take it. Send a holiday card and/or keep their birthdays on file, and once a month go through your client list and send out all of the birthday cards for that month.
3. Email Updates
Always keep clients up-to-date on company happenings and maybe write a blog post once a month to keep your customers in the loop on what’s going on and about the trips you are personally taking, as well as new adventures that clients can start planning for the upcoming year and seasons.
4. Promotional Gifts & Free Swag
Consider purchasing company t-shirts, pens, stickers, coffee mugs, pocket notebooks, or calendars to send to your clients just to show how thankful you are for their business and it’s also a great way to get advertising out there because when they use the gifts, others will see!
5. Live Chat
If this works with your business operation, consider adding a live chat feature to your website. That way, when new, current, or old clients have a question they can quickly speak with someone over chat.
Apps that are great for the job include:
The wonderful thing about these products is that you can set it as “Away” when you are actually away from your computer or office, they can simply leave a message and you can respond when you are able.
6. Offer Fun & Interactive Events
Host a night of “Wine Tastings from Around the World” or work with a local company to provide a fun night to host clients and discuss new trips, promotions, etc. You can also provide informational workshops like “How to Apply for a Passport” and “How to Pack for a Backpacking Trip Abroad”. It shows that you really care about travel and giving clients all of the tools they need to have an excellent trip. It’s also a fantastic way to not only engage face-to-face but also create more business opportunities.
7. Always Ask for Feedback After the Client’s Trip
Get as much feedback as you possibly can and ask how the client’s experience went with working with you. It’s a good way for customers to feel heard and listened to and also a chance for you to gain valuable insight and feedback.
8. Host Contests
This is a great way to utilize your social media channels! You can do a giveaway or contests with your clients and followers. An example of a contest could be hosting a photo contest of the person’s favorite trip they’ve taken. The prize could be a gift card to a new restaurant in town, a major discount on a trip package, or even an entire trip–all expenses paid!
9. Build Relationships & Remember the Details
A good trait to build a business is the ability to connect the dots with your clients. For example, if a client you worked with a couple years ago planned a trip to Africa and fell in love with safaris, reach out to them and let them know about a new safari package deal going on because you know that it would be the perfect experience for them!
If you don’t have a customer relations management tool in place, consider investing in one so that you can keep your client contacts organized and stored with notes about what they like, what they don’t like, etc.
10. Host a Webinar
This is a cost-efficient and easy way to connect with clients by hosting online sessions that can be beneficial to your clients. You could host an hour-long webinar about “What to Expect on Your First Trip to India” or “How to Budget for a Family Vacation to Disney World”. You can even bring in experts and let them share their expertise with your clients. It will show the clients that you really care about their experiences and value the relationship.