Travel Agent Professional July 2013

Travel Agent Professional July 2013 Issue 24

Smooth Jazz Cruise: Are You Missing the Beat?

Introducing Cindy Bertram

1

J

uly

64 66

http://issuu.com/action/page?page=5

Smooth Jazz Cruise

­

By­Les-Lee­Roland Owner­of­The­Package­Deal

http://issuu.com/action/page?page=6

68

E-Mail Courtesy

http://issuu.com/action/page?page=14

By­Rusty­Pickett,­ECC Shellback­Cruises­

10

Developing Ideas For UK Girls Getaways

By­Paull­Tickner http://issuu.com/action/page?page=16

16

When Words Fail By­Scott­Koepf Vice­President­of­Sales­Avoya­Travel/American­Express

Showcase http://issuu.com/action/page?page=18 July 2013 Issue 24

Auto Europe .............................................15 Expedia CruiseShipCenters .......................24 OASIS .......................................................22 TRAVELSAVERS ........................................21

Ad Index

Cover art by Entertainment Cruise Productions

Auto Europe .....................IFC, 23, 25

Royal Caribbean Line....................BC

Avoya Travel/American Express.....13

Travel Experts, Inc. ........................19

Britain Greatdays.............................3

Travelsavers...................................21

HostTravelAgency.com .................17

Travel Agent Professional

2013

By­Cindy­Bertram Cindy's­Inside­Cruise­&­Travel­Track,­LLC

TAP

Create the Fun, Unexpected Extras for Your Clients... http://issuu.com/action/page?page=10 Use Lagniappe ­

Travel Agent Professional July 2013 Issue 24

Travel Agent Professional P.O. Box 120198 Staten Island, NY 10312 E-mail: info@travelagentprofessional.com Phone: 718.360.3153

Joel M. Abels

Legend In the Travel Industry April 1927 to January 2007

Ann M. Hoek Publisher/Creative Design ann@travelagentprofessional.com Bonnie Walling Editor Bonnie@travelagentprofessional.com Alan Cohen Vice President marketing Alan@travelagentprofessional.com

Meet Our Editorial Board Mitchell J. Schlesinger Vice President, Sales & Marketing Voyages to Antiquity www.voyagestoantiquity.com Rusty Pickett, ECC Shellback Cruises www.shellbackcruises.com Les-Lee Roland Owner of The Package Deal

Travel Agent Professional has its roots in Home Based Trade, the first magazine of its kind, started by Joel Abels in 2004. Joel and Lenore Abels ran Travel Trade for nearly half a century – it was started by her grandfather, John S. Lewis, and her father, Sidney Lewis, in 1929, and they took the publication over after her grandfather’s passing.

Under Joel’s direction, the company grew to be one of the travel agent industry’s leading publications, reaching more than 45,000 agents throughout North America. It spawned a famous series of trade shows and three monthly magazines – Cruise Trade, Tour Trade and Home Based Trade.

Scott Koepf Vice President of Sales Avoya Travel/ America’s Vacation Center www.joinavoya.com/default.cfm?ref=11583

The Abels also garnered enormous respect – Joel received the Neal Award, called “the Pulitzer Prize of the business press,” for his hard-hitting editorials.

Sherry Laskin, ACC Travel Writer/NACTA Webinar Moderator www.cruisemaven.com

On a personal note, after working with Joel for over a decade and staying with him until the end, I grew to truly care for and respect the man.

He was like a second father to me. Joel was old school, he stood by his word and believed in his work. There will never be another.

Paull Tickner, Creator of Special Interest Britain pjtickner@yahoo.co.uk www.greatdays.co.uk Cindy Bertram, Cindy’s Inside Cruise & Travel Track, LLC Sue Shapiro, President Shapiro Travel Resources sue.shapiro@gmail.com www.shapirotravelresources.com

While nobody can replace this industry legend, we’re hoping that this new publication, which reunites the original Home Based Trade editorial board, will be able to carry on his passion for travel and those who sell it.

Ann M. Hoek This online magazine is dedicated to the memory of Joel Abels, Travel Trade's editor and publisher. Joel and his life's work may be gone, but with your help it can live on.

June 2013

Welcome to the exciting world of Special Interest Britain, which will help you to identify, develop and convert untapped sources of new business into high yield, customised groups, both large and small.

We’re the experts you’ve been looking for if your niche markets include: •

Girls Getaways

•

3-6 night itineraries to London, Bath & the Cotswolds; quilting, embroidery and needlework.

•

Garden clubs; herb, rose and other specialist societies; Master Gardeners; flower arrangers.

•

Regular and specialist bookstores for murder/mystery; friends of libraries; English teachers.

The Performing Arts

•

Fund raisers for friends of the theatre, symphony, and opera; Gilbert and Sullivan societies.

The Visual Arts

•

Museums and art galleries; watercolour painters; continuing education college.

Christian Heritage

•

Episcopal, Baptist, Catholic, Methodist and Presbyterian choirs and congregations.

Family travel

•

Tailor made itineraries to London and the countryside.

Pre and post cruise extensions

•

Add-ons for Southampton, Dover and Harwich arrivals and departures

Gardens, Stately Homes and Castles Literary Britain

The Great Outdoors

Golf, cycling, walking, steam train enthusiasts.

For over 35 years, we’ve been gaining EXPERIENCE through designing and operating often complex tailor made programmes and we have acquired an almost encyclopedic KNOWLEDGE of Britain, both on and off the beaten track. We also have a very long list of UK/Ireland CONNECTIONS who deliver those special touches to your chosen itineraries, and some GREAT RATES thanks to our handling over 80,000 passengers each year.

Our tours carry three distinctive hall marks: •

They TRAVEL LESS so that your customers can SEE MORE

•

Are often for SMALL GROUPS of 15-20 people

•

Are enhanced by memorable VALUE ADDED EXPERIENCES

As everything we do is designed to meet your client’s interests, time frame and budget, let’s start talking about how we can help you to harness the potential from your chosen niche market(s).

For further information please email: pjtickner@yahoo.co.uk

Greatdays UK Incoming

where travel agents ALWAYS come first Offices in London and Manchester, Great Britain Tel: +44 161 928 9286 Fax: +44 161 928 9911 www.greatdays.co.uk

4

Smooth Jazz Cruise:

B y L e s - L e e

Let me ask you a question.

Do you ever listen to music —whether it’s jazz,

R o l a n d

oldies, countr y or classic soul? Do your clients? If the answer is “yes,” then what are you waiting for!

You are missing out on selling the most lucrative cruises available — and the most memorable experiences for both you and your clients.

Les-Lee Roland Owner of The Package Deal

Entertainment Cruise Productions, LLC (ECP) is the

The performers are not just the entertainment, they

only company that provides all of the above choices.

are your fellow passengers. Guests interact with

It is the largest full ship charter company, using

them throughout the week. They lead shore excur-

Holland America ships. It’s probably the only compa-

sions, offer mentoring, and let cruisers join in their

ny of its kind that works with travel agents and pays

jam sessions. Other activities include meet and

a high commission.

greets, cocktail parties and music contests. Let me emphasize that these cruises offer 10 times more

Why the emphasis on working with travel agents?

entertainment than on any cruise.

Because they not only welcome us, they offer training, co-op funds, and everything agents need to

These are all big statements, so let me break them

deliver a memorable experience — which could lead

down. As one example, the 7-night Malt Shop Cruise

to continual referrals for their agency.

features entertainment provided by 50 or more stars — including Neil Sedaka, Petula Clark, Bobby Rydell,

What is a full ship charter? It means one company

Lesley Gore, the Righteous Brothers, Shirley Reeves,

has taken over the entire ship. HAL provides the

the Four Tops and Gary Lewis and the Playboys. Get

food and beverage, spa and casino. But all the activi-

the idea?

ties are provided by ECP. The Country Music Cruise lineup is led by Kenny These music cruises often feature continuous shows

Rogers, Vince Gill, Patty Loveless, Ronny Milsap, and

through different venues aboard the ship. Guests are

many more. The Soul Train Cruise features Gladys

free to go from show to show — everything is the

Knight, the Isley Brothers, Roberta Flack, Jeffrey

client’s choice!

Osborne and Peabo Bryson.

July 2013

5 Are you Missing the Beat?

www.thesmoothjazzcruise.com

Yes, these cruises cost more than just the typical

The cost for agents is $1,250. But that amount is

Caribbean cruises. But isn’t this caliber of entertain-

refunded to you after you sell 3 cruises on ANY of

ment — a true all day and all night party at sea —

the ECP sailings if booked by Jan 31st. Gratuities, port

worth it? And the commissions offered are the high-

fees and taxes are extra.

est in the industry. So let’s do the math. It’s easy to make a $1,000 commission on one cabin.

If you answered yes to the questions in the first paragraph, if you like music, if you have clients who like

Yes, this type of cruise is not in everyone’s budget.

music, ECP has choices for the most memorable

But it is on everyone’s bucket list. That’s why, when

cruise ever!

offered once a year, the sailings do sell out, with waiting lists. Returning guests have already expressed

Contact Amy at Entertainment Cruise Productions at

interest in the 2015 dates.

(888) 852-9987 and visit www.thesmoothjazzcruise.com to learn more about this sailing. Please note that this

One way you can better understand this successful

special rate is not listed on their website.

concept is to experience it. There is some fam space left on the Oct. 12-19 Smooth Jazz Cruise roundtrip

As an aside, if you want a travel agent’s view, I and

from San Diego (the only West Coast departure of

my clients have sailed on four of these cruises and my

this lineup) to the Mexican Riviera. Performers

feet are still tapping to the music. These were the

include David Sanborn, Brian Culbertson, Boney

most favorite of the over 100 cruises my husband

James, Marcus Miller, Tower of Power and Oleta

and I ever sailed on. Just writing about it has brought

Adams.

a smile to my face.

Travel Agent Professional

6 Create the Fun, C i n d y

Unexpected Extras for

B e r t r a m

So what is lagniappe?

A Spanish term that also has strong ties to New Orleans and Louisiana; lagniappe traditionally is described as “a small gift given to a customer by the merchant at the time of purchase.”

A quick example is getting that extra, unexpected 13th donut when you’ve only purchased a dozen donuts, sometimes called a “baker’s dozen.” So what does that have to do with successfully building your travel business? Everything. It’s taking the idea of “lagniappe” to a different level.

By Cindy Bertram Cindy's Inside Cruise & Travel Track, LLC

When it comes to our clients, it’s critical to build genuine relationships with them. We need to know what’s important to them, what their “hot buttons” are, understand their likes and

We always hear about creating a

their lifestyles. What exists in their lives carries over to how

lasting good impression. And in the travel

they travel with.

they like to travel, what they like to see and do, along with who

industry, that’s even more critical, because when it comes to our clients, we

Our work to provide those extraordinary experiences for them

want to make sure they have great expe-

can also include some extra, unexpected fun surprises should

riences.

the occasion come up. And if we think about getting that 13th donut when we only expect to get 12 donuts analogy, we can

At the heart of this is building a positive

use lagniappe.

ongoing relationship. You want your clients to realize you’re their trusted pro-

Rudi Schreiner, president and co-owner of AmaWaterways, spoke

fessional and that they are “the center of

about the concept of “Under market and over-deliver” at a

your world,” so to speak. Personalization

national conference I recently attended. And I’d have to agree

is part of that but something else you can

with him. It does have merit. Sometimes, if a product is over-mar-

use? Lagniappe. It’s a genuine way to

keted and doesn’t measure up, we get disappointed, don’t we?

build natural loyalty with your clients, keep them coming back and, possibly, get

So this is where lagniappe comes in, creating an unexpected

referrals down the road.

good surprise.

July 2013

7

Your Clients...

Use Lagniappe

One of the best real examples I’ve run across

ed. Her husband had been diagnosed with a rare

occurred last year, when Mississippi River cruising

form of cancer, which had been in remission for a

resumed. On July 3, 2012, American Queen

year. But there were some signs that the cancer

Steamboat Company gave their guests onboard the

might be coming back.

American Queen their own version of lagniappe.

They included an unexpected extra port call in

They decided to take a cruise where they could

Chester, Illinois while the American Queen was on

“turn off the rest of the world” and enjoy each oth-

her way to St. Louis for the city’s special

er’s company. They booked on very short notice

Independence Day celebration.

because her husband was going to have to go through some tests and possible treatments when

The American Queen was making excellent time – in

they got back.

fact, she was running considerably ahead of schedule.

So instead of spending a whole day on the river,

After they booked, I reached out to one of my con-

which they could have easily done, the American

tacts at that particular cruise line. He graciously pro-

Queen provided that “little something extra.”

vided several unexpected surprises and amenities for them onboard. When they came back, she said they

Chester, the birthplace and childhood home of

had a much needed escape and it was an amazing

Popeye creator Elzie Crisler Segar, has fully

time. But most importantly? The extra little gifts

embraced its cartoon heritage. Highlights include The

throughout really made it even more wonderful and

Spinach Can/Popeye Museum and statues of charac-

memorable.

ters like Olive Oyl placed throughout the town.

For them, this was a much needed escape and the This was a terrific way of sharing an unexpected gift

lagniappe gestures really elevated their experience.

for their guests on board by creating that lagniappe

They felt incredibly special.

stop.

For me? It was a way to make their trip extraorOne of my own lagniappe “gifts” happened to also

dinary. At the end of the day, that’s what we

take place year - I just didn’t know I was creating a

really like to do for our clients, don’t we? And by

lagniappe experience. A business owner who’s also

occasionally using lagniappe, it can make it make

become a friend likes to travel with her husband and

that unexpected surprise even more special and

they’ve always tended to be more destination-orient-

memorable.

Travel Agent Professional

8 By Rusty Pickett, ECC

“Bad Habit #1: Multitasking while E-mailing.” I am not sure what she means by multi-tasking. If I see an E-mail preview from Outlook from a client that I know has an important issue, then I stop what I am doing to answer that E-mail.

Rusty Pickett, ECC Shellback Cruises www.shellbackcruises.com

In the July 18th issue of Travel Market Report, Robin Amster wrote an

I have no problem changing focus from one task to another. Perhaps this is my military background, where we learned early on that running a submarine requires keeping a bunch of balls in the air at the same time. Certainly, if you are prone to not being able to refocus easily in the middle of a project, then her advice is sound. You need to know your own administrative strengths and weaknesses to determine what you can and cannot do.

article titled “Four E-Mail Habits that You Should Break Today,” based on an interview with Rieva Lesonsky, founder and CEO of GrowBiz Media. Her points offer food for thought.

“Bad Habit #2: Constantly checking E-mail.”

Lesonsky said, “Once a quarter, also look at your newsletters and promotions, see if you’re paying attention to them, and if you aren’t, take the time to unsubscribe. You can always go back and re-subscribe.”

This would drive me nuts. I have to keep a “clean” Email inbox. I leave only those E-mails in my inbox that have near-term unanswered questions and necessary actions.

She does have some valid points. She suggests that you use multiple E-mail address for different functions. I do

July 2013

9 E-Mail Cour tesy that. I fact I have four different E-mail addresses that I use in the business, one for client communications and three for supplier E-mails.

Additionally, I have multiple folders in my Outlook account to move E-mails into (I do that; I don’t program Outlook to automatically move the E-mails into those folders). For example, I have folders for client inquiries, client admin, cruise advertising, tour advertising etc. When clients call about a proposed trip, I can quickly open those folders to find out what the recent promotions were.

“Bad Habit #3: Replying immediately.”

Lesonsky noted, “I tend to answer E-mails immediately, but once you do that you’ve now set a tone; people get used to that instant response. It’s up to you to set the tone at the beginning.”

My response: “WHAT?” I have my Outlook set to check E-mail every five minutes. I used to have it at every minute, but was having some program issues with my Internet provider, so I slowed it down somewhat. As a professional delivering the best of service, I want to respond to E-mails quickly — even if it’s just to tell the clients that I will get back to them later in the day.

I have received much client feedback that

Travel Agent Professional

what differentiates me from others is the prompt response to phone calls and E-mails — people really feel that you care. The tone that I want to set is that I care about the client as a first priority, not as a second, when I get done with what I am doing.

I believe that every client should feel that they are the most important. As many have said, tell the client when you will get back to them, and then get back to them sooner than promised!

“Bad Habit #4: Defaulting to E-mail.”

Lesonsky said, “E-mail is not always the easiest or the most efficient thing. Sometimes you might as well pick up the phone, especially if you find yourself typing a War and Peace length E-mail message.”

Lesonsky’s point is valid here. E-mail is easy, calling is sometimes hard — especially calling a client whom you know will talk for 30 minutes or more when all that is needed is a fiveminute discussion. Use E-mail when E-mail is sufficient, use phone when it is more efficient.

“The primary rule of communication for a business owner is to be where your clients are,” Lesonsky said. “You need to embrace the technology or methodology your clients use.” So be it!

10 B y P a u l l

Developing Ideas

For UK Girls Getaways

T i c k n e r

From

my eyrie here in the Cotswolds, I’ve been watching the furor generated by a misinformed article that appeared on the online version of Women’s Day entitled “Ten Things Your Travel Agent Won’t Tell You.” This led to a flurry of interviews with travel agents in the mainstream press, in which the true facts about the industry began to emerge. I was struck by a statistic quoted by ASTA’s V P John Pittman in one such piece: “Sixty-seven percent of travel agents are women.”

I’ve been thinking about some of the “Girls’ Getaway” themes this huge army of female travel sellers could use to generate customised FITs and small groups for long weekends to London — especially when they take advantage of the often better air fares from October onwards (bearing in mind the improved exchange rate — $1.52 at the time of writing).

Paull Tickner, creator of Special Interest Britain, is affiliated with the Greatdays Travel Group. For over 30 years, he has been developing and operating customized niche travel programs for the United Kingdom and Ireland. For more information, visit his Web site at www.greatdays.co.uk and E-mail him at pjtickner@yahoo.co.uk

July 2013

11 Royal London Given the extensive media coverage about the imminent arrival of the royal baby, a 5-night Royal London tour should include: Windsor Castle;

The new ‘Fashion Rules’ exhibition at Kensington Palace, now the home of Prince William and the Duchess of Cambridge; The Royal Mews & the Queen’s Gallery;

A side trip into the English countryside that follows in the early footsteps of the former Kate Middleton; Some By Royal Appointment Shopping;

Dinner at one of the Princess of Wales favourite pizzerias.

London for Shopping & Fashion For those who like to shop ’til they drop, a Friday morning transfer from Heathrow or Gatwick can go straight to the colourful Bermondsey market (open from 5 a.m.). It can then be followed by a quick visit

to the nearby Fashion and Design Museum and then lunch at Borough Market, a unique corner of London that captures our rich culinary history.

On the Saturday morning, avoid the crowds and make an early start for Portobello Road Market.

On the way to Harrods that afternoon, it’s well worth slipping in a visit to see “Fashion Rules” at Kensington Palace.

Sunday should be spent rubbing shoulder with the thousands of Londoners who flock to Petticoat Lane and Spitalfields Market in London’s East End while Monday can be devoted to DIY shopping wherever clients want to go.

If your clients have an interest in antique hunting, their visit should be timed to coincide with the International Antiques and Collectors Fair at Ardingly, Oct. 29-30. It’s the largest in the south of England and easily accessible from London.

(continued on page 20)

Travel Agent Professional

12 London for Foodies Taking some of the ingredients from the selection above, you can now add in a culinary day with a master of his art who was for over 12 years the personal chef to the Prince of Wales.

To this, you should then add a couple of days at the Great Bath Feast, Oct. 1-31. The culinary calendar of this “feastival” include taste trails and chef demonstrations, street food and supper clubs, wine tastings and tutorials, brewery visits and baking tips, a gathering of the nation’s top cheese makers, high profile guest chefs, celebrity book signings and cookery schools.

Fly, Buy & Ship This Girls Getaway long weekend stars Stoke on Trent, aka The Potteries, the china and porcelain capital of the United Kingdom. For most of you, it’s very accessible indeed thanks to non-stop flights to Manchester from Atlanta, Chicago, Newark, New York and Philadelphia. Guests can be decorating their first piece of china about 90 minutes after arrival at the airport.

Hands-on opportunities at Wedgwood, snapping up bargains, a private tour of one of the UK’s finest ceramics collections and shopping time in the picturesque city of Chester are just some of the highlights in this eye-catching itinerary.

Off-season air fares, a decent exchange rate and some sound local advice as to where to get the best deals makes this an extremely attractive shop and ship trip.

July 2013

Get Paid

NOW with Avoya® Instant Commission™!

We are committed to helping independent travel agencies live a lifestyle of success and are looking for passionate experts that sell cruises, tours and vacation packages, and who run their businesses with Integrity and Professionalism™.

t Offered 24/7, Live Leads™ enable travel professionals to focus on selling to new and repeat customers, earning top tier commissions, and living a lifestyle of success.

t Live Leads™ are sent via the phone, Internet, and now text message to only one Independent Affiliate per lead based on their expertise and performance.

t Choose what you want your agency to sell, specialize in what you’re good at selling, and have the freedom to focus on your clients - we’ll take care of the rest.

Ready to Grow Your Travel Business?

888-426-6184 www.JoinAvoya.com CST# 2016664-10 | Fla. Seller of Travel Ref. No ST36781

14 Three tips for the timing of this tour: Travel between Sept. 28 and Nov. 10, so you’re there for the British Ceramics Biennial, a 7-week celebration of contemporary ceramic artists including a new exhibition and special events; Use the UK’s biggest antiques and collectables fair at Newark as another hook. The autumn dates are Oct. 10-11 and Dec. 5-6; From the first week of November, put together Chester, china (Stoke on Trent) and Chatsworth House, which will be beautifully decorated for Christmas, including its own Christmas market between Nov. 14 and 24.

A Stitch in Time If Stoke on Trent is the capital for china and porcelain, you might be surprised to know that the great maritime city Liverpool is THE place to go for embroidery and needlework. You can find ecclesiastical vestments, stumpwork, tapestries and stunning collections of 17th and 18th century master craftsmanship in the home of the Beatles.

Dressed for Christmas Speaking of grand houses decorated for Christmas and Christmas Markets, with a bit of imagination you can put together a tour that’s filled with fabulous festive food and fun features that includes: Christmas markets in Belgravia London, Winchester, Salisbury and Bath; Stately homes decorated for Christmas, including the amazing display at Waddesdon Manor; A Christmas Tree Festival in the picturesque Cotswold market town of Chipping Campden.

• • •

Add in off-season airfares and hotel rates and the small group you’ll produce will fill you with Christmas cheer, especially if you lead the group yourself.

For those with an interest in customised Girls Getaways, this menu of UK based bright ideas will generate some very valuable new business this winter.

Paull Tickner has been customising UK FIT and group tour programmes for over 30 years and you can contact him at pjtickner@yahoo.co.uk

July 2013

Your European Trip Is More Affordable!

Free GPS Rentals, Savings of 20% With Luxury Car Rental Services Auto Europe is making your trip to Europe more affordable with a free GPS rental with a compact class car rental or larger. Travelers will receive a free Garmin Nuvi 275 or similar for the duration of their rental with routing maps of Western Europe and most of Eastern Europe. The 3.5-inch display features a touch screen and includes charger, dash mount and carrying case. In addition to providing peace of mind with turn-byturn directions, the unit can also be removed from the vehicle and used to plan the next day's adventures by finding restaurants, museums and other places of interest.

In addition, Drive your Dream in Europe with 20% off any luxury or prestige car rental services featuring the largest selection of luxury vehicles including the latest models from Aston Martin, Audi, Bentley, BMW, Ferrari including the Ferrari 612 Scaglietti, Jaguar, Lotus, Mercedes, Maserati, Porsche, Range Rover and many others.

Their dedicated team of specialists can arrange all the details from “meet and greet” service, on or off airport delivery including hotel or private residence and also customized arrangements for

special occasions including delivery of vehicles within 24 hours to any major city in Europe.

Free GPS offer is valid with minimum three-day car rental reservations booked now through December 31, 2013 for travel through December 31, 2013 and is valid with any compact car rental or larger.

Seven day advance booking is required with the GPS. Additional restrictions may apply and exclude delivery charges. Luxury discount applies to time and mileage only and is available for European rentals only. Offer valid with any minimum 7 day Mercedes-Benz car rental, paid for by August 2, 2013 for travel now through December 31, 2013. All offers subject to change without notice.

Auto Europe services over 8,000 car rental locations in over 130 countries worldwide. In addition, through their tour division, www.flyinternational.com they offer scheduled airfare to Europe with over thirty carriers and service 3, 4 & 5 star worldwide hotels. For additional information contact your local sales representative or Auto Europe at (888) 223-5555. Visit their web site at http://www.autoeurope.com.

1 . 8 0 0 . 2 2 3 . 5 5 5 5 • w w w. a u t o e u r o p e . c o m 39 Commercial St., P.O. Box 7006, Portland, ME 04112

16 By Scott

The other night, I attended an excellent

production

of

Stephen

Sondheim’s Company. It is a unique

Love Me...

A Little

Koepf

musical that explores the relationship of marriage through the eyes of a bachelor who is terrified of commitment. He is exposed to many of the challenges that a few of his friends go through in their marriages and he introspectively determines how relationships affect him.

Throughout the show, I was reminded how, as travel advisors, our relationship with our clients is fundamental to longterm success. Product knowledge, technical expertise, sales skills and customer service are all just resources to draw on to create a strong, trust-filled relationship.

Like the leading man in Company, you may

Scott Koepf VP of Sales Avoya Travel/American Express www.JoinAvoya.com

be hesitant in fully committing to a relationship. You may have tried before and the

Marry­me­a­little,­

clients didn’t click with you. Or worse yet,

Love­me­just­enough.­

bought the vacation directly online! The fear

Cry,­but­not­too­often,­

of rejection is the same in personal relation-

Play,­but­not­too­rough.­

ships as it is in business relationships, so we

Keep­a­tender­distance­

put up walls to keep from getting hurt. Yet

so­we’ll­both­be­free.­

if you do not take the risk, you may never

That’s­the­way­it­ought­to­be.­

have the kind of lifetime clients that can

I’m­ready!­

bring you the success you desire.

Marry­me­a­little,­ Love­me­just­enough.­

In the musical, after watching a few of these

Warm­and­sweet­and­easy,­

couples, our bachelor came to an interesting

Just­the­simple­stuff.­

conclusion. He really liked some of the ben-

Keep­a­tender­distance­

efits of a relationship, but only on his terms.

So­we’ll­both­be­free.­

As he contemplates his future he sings:

That’s­the­way­it­ought­to­be.­ I’m­ready!­ (continued on page 10)

July 2013

www.FindaHostTravelAgency.com

• Host Agency Profiles • Host Agency Reviews • Host Agency Articles • Host Agency Events

Travel Professional

www.HomeBasedTravelAgent.com

COMMUNITY

Home Based Travel Agent Books

www.TravelProfessionalCommunity.com

“How to Start a Home Based Travel Agency Independent Study Guide and Workbook”

Forum • Special Interest Groups • Blogs Forms and Documents • Air Consolidators Cruise & Niche Cruise Directories • Video

“Selling Cruises, Don't Miss the Boat“

Live Chat Every Tuesday!

“Home Based Travel Affiliate“

11,000 Travel Professionals Can’t be Wrong!

“Marketing Prescriptions, For Today's Economy and Beyond“

It’s FUN and it’s FREE!

18 This is the same as we are with what we want from

our conversations and correspondence with our cus-

our clients. How often do I hear about what agents

tomers is about trying to get instead of giving.

want – just make the booking, just give me the deposit, just choose the ship or destination and let’s

At the end of the show, the bachelor yells out:

move on. Maybe you are not consciously focused on

“Stop! What do you get?” but then realizes that to

these things but it could be that instead of focusing

fully embrace a relationship with all of its risks and

on what you can provide to your client, you are only

issues is what life is all about, so he sings:

interested in what they give you.

I recently heard a conference speaker ask, “In a success-

Someone­to­know­you­too­well,

ful relationship, what percent do each of the two people

Someone­to­pull­you­up­short

have to commit to?” The answer from the audience was

And­put­you­through­hell.

almost unanimous as they shouted out, “Fifty percent!”

In other words, a great relationship, in the opinion of this

Someone­you­have­to­let­in,

audience (and I think most people), was defined by an

Someone­whose­feelings­you­spare,

equal share of give and take and participation.

Someone­who,­like­it­or­not, Will­want­you­to­share

The speaker shocked us all by saying that a great

A­little,­a­lot.

relationship is achieved when each of the two people give 100%. There can be no expectation of any-

Someone­to­crowd­you­with­love,

thing in return and one enters a relationship purely

Someone­to­force­you­to­care,

to give, not to get.

Someone­to­make­you­come­through, Who’ll­always­be­there,

While the speaker was right, he also admitted that it

As­frightened­as­you

is almost impossible to live this out. His point was

Of­being­alive,

that if we set it as our goal, then everything changes.

In travel, we could go broke by simply giving away information and never expecting compensation but

No relationship is perfect, and some of your rela-

maybe we have gone too far.

tionships with your clients will never take root.

However, don’t be afraid of giving all of yourself with

I recommend spending serious time determining and

the focus on giving instead of getting. Those life time

documenting what you will give to each client. It

client relationships will truly result in the feeling of:

won’t take much time to write down what you want to get (Show me the money). However, the list of

Being­alive,

what you give should fill multiple pages! You may

Being­alive,

provide invaluable advice and service, yet most of

Being­alive!

July 2013

Travel Agent Professional

The TRAVELSAVERS Difference. ÷ Over 40 years of travel industry success ÷ Full staff of personal business consultants ÷ Unique protected territory system ÷ Excellent preferred supplier relationships ÷ Award-winning suite of marketing programs ÷ Social media tools ÷ Powerful technology solutions ÷ Proprietary cruise booking engine ÷ Website and mobile solutions ÷ Meeting and incentive resources ÷ Hotel program with rich amenities ÷ A full suite of corporate travel solutions ÷ Over 19 travel brands servicing you daily

We invite you to learn more about why our HNLUJPLZ HYL JVUÄKLU[ PU ;9(=,3:(=,9: HUK ^OH[ ^L JHU KV MVY `V\ *HSS \Z [VKH`

Showcase

TRAVELSAVERS Appoints Wayne Spector As Director Of Sales TRAVELSAVERS announces the appointment of sales veteran Wayne Spector as Director of Sales today. In his new role, Wayne will be responsible for increasing TRAVELSAVERS’ membership base of independent travel professionals throughout the United States.

“We’re pleased to have someone with Wayne’s extensive sales experience join our expanding team,” says Kathryn Mazza-Burney, Executive Vice President of Sales & Service for TRAVELSAVERS. “Wayne joins us with a proven track record of sales success, and we know he’ll be an asset to our company.”

In addition to sales, Wayne brings extensive experience in business development, operations and customer service to the company. Prior to joining TRAVELSAVERS, Wayne held leadership roles both outside and within the travel industry, including a position at Enterprise Rent-A-Car, where he headed up a team of more than 200 to lead all phases of the sales cycle.

About TRAVELSAVERS: Owned by American Marketing Group, Inc., TRAVELSAVERS is an international travel marketing organization with a retail chain of more than 3,000 independently owned full service travel agencies in 30 countries that together generate more than $20 billion in annual travel sales.

Headquartered in Oyster Bay, New York, TRAVELSAVERS offers a comprehensive range of products and support services to help its licensed agencies maximize sales through a select group of suppliers – and stand out as travel leaders in their local communities. The marketing company also

“I’m thrilled to join the TRAVELSAVERS team,” says Wayne Spector. “Being part of a company that boasts more than 40 years of travel sales and marketing success is very exciting. I look forward to supporting our network of travel professionals while also helping to bring on prospective new members.”

Wayne is based at TRAVELSAVERS’ global headquarters in Oyster Bay, New York and can be reached at wspector@travelsavers.com.

features a unique exclusive territory system based on populations of 50,000, so agents maintain control over clients and prospective leads in their exclusive area. Travel professionals interested in learning more about joining TRAVELSAVERS can visit http://sales.travelsavers.com.

To find out more about how to become part of the TWIN global network, independent travel agencies can visit www.twintravelmanagement.com, email twinsales@travelsavers.com, or call 516-624-0500 x5080.

Travel Agent Professional

Showcase OASIS 2013 Sales Meeting to be Held at the Newly Renovated Tropicana Las Vegas Industry­experts­to­provide­attendees­with­the­know-how­to­optimize­their­digital,­ social­and­traditional­marketing­efforts.

The 4th annual OASIS Sales Meeting & Get Together, will be held November 13, 2013 at the New Tropicana in Las Vegas. The meeting precedes the annual Signature Travel Network Sales Meeting & Tradeshow, November 14 – 16, which is also held in Las Vegas. Both meetings are free of charge to qualified independent travel agents.

“By attending both the OASIS and Signature meetings back-to-back, agents walk away with valuable product information and inspiring ideas for optimizing their marketing efforts, to achieve a higher sales volume and greater profitability,” says Kelly Bergin, OASIS vice president of business development. “The theme this year is Learn So You Can Earn. Presentations by leading experts in technology and social media as well as Signature Travel Network educational programs, will illustrate how innovative technologies can help agents to differentiate themselves which drives increased sales and profits.”

Agents will also attend breakout sessions and roundtables at the Signature Sales Meeting. A highlight will be Shawn Achor, the keynote speaker. Shawn is the author of the international bestseller, The Happiness Advantage: How Positive Brains Raise Performance. He is regarded as one of the world’s leading experts on the connection between happiness and success.

Shawn’s research on happiness made the cover of Harvard Business Review, his new lecture called “The Happiness Advantage” began airing on PBS stations nationwide.

In addition to informative presentations, atten-

dees will meet the many premier sponsors who are providing meals, refreshments and educational programs for the OASIS meeting. Sponsors to-date include: Paul Gauguin Classic Vacations/AMResorts Uniworld Trafalgar Brendan Europe Express Disney Silversea “Attendance at the OASIS meeting has doubled each year. Early registration suggests that we will easily reach maximum capacity in 2013. Space is limited, agents are encouraged to register before the October 31st deadline,” Bergin added.

About OASIS OASIS is a division of Smart Travel Group, Ltd. Headquartered in Boca Raton, FL, Smart Travel Group is the holding company for a variety of travel related businesses. Founded in 1987 as Palm Coast Travel by CEO Lee Smolinski, the company has expanded to become one of the leading online cruise agencies in the U.S. Palm Coast Travel, the agency division of Smart Travel Group, is a full service travel agency. It is a member of Signature Travel Network, Iatan, ASTA, NACTA, OSSN, CLIA, and PATH. For more information please contact Kelly Bergin 561-393-7274 ext.120 or Kelly@OasisAgent.com and reference http://www.OasisAgent.com.

OASIS, the Outside Agents Sales Integration System, is a division of Smart Travel Group of Boca Raton, Florida.

For more information about OASIS Agent visit www.OasisAgent.com or contact Kelly Bergin at 800-613-8380 extension 120, or by email at kelly@oasisagent.com July 2013

*Some conditions apply. See next page.

Travel Agent Professional

Showcase

Learn How Michelle is Growing Her Business with Expedia CruiseShipCenters

Whether you’re new to the travel business or a seasoned industry veteran, Expedia CruiseShipCenters can provide you with the tools you need to build a fun and flexible travel business that fits your lifestyle.

All of our training, marketing and technology were designed with your success in mind, so you can achieve your goals, even with no industry experience! Don’t just take our word for it, here’s what one of our Vacation Consultants from Weston, Florida had to say about joining our team: "I was a travel agent for 18 years before joining Expedia CruiseShipCenters in 2010. As a mother, flexibility is really important to me and being a Vacation Consultant has allowed me to work from home and celebrate my passion for travel. I decided to join the Expedia CruiseShipCenters family to take advantage of higher commissions, professional marketing and the influence I get from aligning myself with the world’s largest travel brand. I have the added benefit of having a local Franchise Partner to mentor me, provide me with industry knowledge, and create a sense of community. I enjoy getting to know my customers and love that I can offer them one-on-one service."

Michelle Donner, Vacation Consultant Learn more about our agents by reading some of our other testimonials and discover how people just like you turned their love for travel into an exciting new business.

With 29 new ships to debut by 2016 to meet the growing demand for cruise vacations, there has never been a better time to join our team! Attend an upcoming webinar and discover all of the ways that joining the Expedia CruiseShipCenters family can Change Your Life. RSVP now or choose the session to the top right that best suits your schedule.

Warm regards, Pat Heathfield Expedia CruiseShipCenters

Expedia CruiseShipCenters, Just Cruises 43277 Garfield Rd, Clinton Township, MI 48038 Phone: 586-840-7447/800-837-4477 Email: justcruises@cruiseshipcenters.com • www.cruiseshipcenters.com/JustCruisesHB

July 2013

Travel Agent Professional

įĂĀā Ăŏ +5 ( ŏ . % ! *ŏ .

1% / !/ ŏ

0 ċ ŏ $% ,/ ŏ . !#% / 0 .

5č ŏ $!ŏ $ ) / ċ ŏ ā ĂĀĂĊćĊăŏ đ ćĥ ĂĆĥ ĂĀā Ă

THE SEA KISSES EVERY SHORE. WE TAKE THE RELATIONSHIP EVEN FURTHER.

The sea is calling. It whispers your name, inviting you to a place more beautiful than anything you’ve seen. Where light dances on the waves, and the gentle sound puts you at ease. Where you can enjoy a piña colada, a massage, ice skating and rock climbing all in one place. Only Royal Caribbean International® delivers the one vacation that’s a full sea of possibilities.

ROYALCARIBBEAN.COM