email answered on “The Bob Pritchard Radio Show”
Our second email is from Alistair Watson from Hampstead near London.
Alistair says…………… Dear Bob, although you are obviously Australian most of your examples and interviews are American. We have some very talented people in the UK, can you feature some of them occasionally. Also, you were speaking a couple of weeks ago about Adding Value to your customers. I own a travel agency and out margins per booking are very small. How can I add value to my customers. Keep up the good work, I appreciate your advice, Regards Alistair.
Thank you Alistair for your email. Yes, I am Australian, although I have lived in the US for 25 years and I actually have had two English guests in the last 8 weeks so the UK is actually batting above average. As far as adding value to your clients……. You need to put yourself in your client’s shoes, think like they do. You say you are in the travel business. Firstly, when someone buys a ticket from you, what do you do? Most travel people take their money and give them their ticket. This is exactly what every other travel agent does. Nothing at all to differentiate you from the rest. So what can you do that is different?
How about if they buy a ticket to Greece, you give them some Greek “what to see” brochures, maybe you give them a photo copy of the section on Greece in the “Lonely Planet” travel book. How about giving them a cheap disposable camera and have them send in their best photos with a chance to win a prize at the end of the month……. Maybe you give them a CD by a Greek Superstar like Nana Mouskouri or Demis Rousos.
Another great added value is a travel adaptor that works in Greece. There is nothing worse than going to a country and not being able to plug in your phone, your computer or a hairdryer.
All of these added value items are cheap. Make sure you have your logo, name, phone number and email address on the item. Clients will love you for it.
More importantly, give them a call, drop them an email or send them a postcard when they return, asking if everything was OK, how can we improve our service for you next time?