Today I was thinking about why I really am a travel professional? It's not a complicated reason, like most I'm living vicariously through my amazing clients' travels. Okay that's fine, truly it's not all dreams and smiles. At times there can be hiccups, minor & major travel disruptions and of course the ever worrying error factor.
A tool that many service people, not only travel professionals; fail to utilize. First what is "Calming Effect" - it's a zone or attitude you must achieve prior to resolution of issues. Don't react immediately to a situation, give yourself some credit, believe it's going to work out to everyone's advantage. Second, bring your Calming Effect to your client in a powerful yet compassionate way.
You're my client - things are falling apart. How will I help you? Read on, this info is public to my clients as well as my fellow agents.
So what happens when I get that urgent text, email or call in the middle of the night? It's normal to be reactive in a surprised or unaware manner. After all you can't know where, when and what all the travel components are for each of your travelers, can you? On a moments notice we're expected to be an instant resolve. It's doesn't happen that way and for a good reason. You never want to make an emotional decision with a stressful client, you are the client and don't deserve a reactive response. Some hints you should know and we all should be aware of for our you "the client" and us.
1). I wait 5 to 15 minutes to reply to a text or email - never longer.
2). I'll assure you I'm working on this, I'll keep you engaged.
3). It's never always going to be alright - I avoid that statement, it causes anguish
4). Pull in the "Calming Effect"; you want to be heard! I'll listen, I'll empathize, I'll go into action
5). I am going to virtually hold your hand, take the immediate matter off your shoulders
6). Together we're going to focus on the positive side (while I'm working to offer resolutions)
7). Should you be in an emotional state, angry I'm going to pull you in. Together we're in this.
8). I'm creating back up options, while we're engaged all the while I'm hearing what we need.
9). I'm allowing you to make me your sounding board, it actually gives me insights.
10). We've secured a plan, executed and you're now ready to get on your way.
This is why my profile I mention, when you travel - I travel. I'm not an expert on the world, that's why I won't sell you places I've not vetted or have training or experience. If I suggest a fellow professional in the market you're interested in, I'm still traveling with you. Knowing this is the "Calming Effect". It works if you allow it to work for you.