Travel Agent Professional February 2019 Issue 63
Learning from Great Leaders By Cindy Bertram
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ebruary
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By Cindy Bertram Cindy's Inside Cruise & Travel Track, LLC
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http://issuu.com/action/page?page=11 Celebrating The Cotswolds!
By Paull Tickner Paull Tickner & Associates Ltd.
Travel Agent Professional February 2019 Issue 63
Learning from Great Leaders By Cindy Bertram
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Travel Agent Professional
2019
Leaders — Takeaways Along With Building a Business
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http://issuu.com/action/page?page=5 Learning from Great
Travel Agent Professional Februray 2019 Issue 63
Travel Agent Professional Staten Island, NY 10312 E-mail: Ann@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 Paull Tickner, Creator of Special Interest Britain ptickner@customgb.co.uk www.customgb.co.uk Cindy Bertram, Cindy’s Inside Cruise & Travel Track, LLC cindybert@att.net Mitchell J. Schlesinger President, MJS Consultants mjschlesinger@bellsouth.net Les-Lee Roland Owner of The Package Deal Sue Shapiro, President Shapiro Travel Resources sue.shapiro@gmail.com www.shapirotravelresources.com Rusty Pickett, ECC Shellback Cruises www.shellbackcruises.com Sherry Laskin, ACC Travel Writer/NACTA Webinar Moderator www.cruisemaven.com
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. The Abels also garnered enormous respect – Joel received the Neal Award, called “the Pulitzer Prize of the business press,” for his hard-hitting editorials. 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. 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.
The opinions expressed in these columns are solely those of the authors and do not necessarily reflect the views of Travel Agent Professional.
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4 C i n d y B e r t r a m
By Cindy Bertram Cindy's Inside Cruise & Travel Track, LLC
Over the years I’ve run across great leaders in diverse industries. Ones in the travel industry have been truly inspiring, and I’ve been fortunate to get to know several of them through my work. I’ve learned so much — how they lead people, their own work styles, what’s important to them, how they interact on a day to day basis and more. Learning from them has helped me build my leadership style, and this ties directly into my work style. Having a great leadership style is the best way to successfully build our own businesses.
Herb Kelleher, visionary co-founder of Southwest Airlines Herb Kelleher, the co-founder of Southwest Airlines is one person I grew to admire so much over the years. Herb was actually San Antonio lawyer, and in 1966 he met with Rollin King at the St. Anthony’s Club. Rollin reached out to Herb because he had an idea of starting a low-fare airline in Texas. They actually sketched out the rough idea for Southwest Airlines on a cocktail napkin. It’s a fun story because you don’t often hear of two men creating a phenomenally successful business that way. After Herb successfully won a court case in 1971, Southwest Airlines began operating in Texas. Other airlines wanted to shut them down even before they started. During his first ten years, Herb, who was Southwest Airline’s lawyer and board member, spend the majority of his time defending Southwest Airlines against lawsuits from different airlines. They made it through, and Southwest Airlines turned its first profit in 1973. Herb became Chairman of Southwest Airlines in 1978, and then became CEO in 1982.
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5 With Building a Business
Connecting with Herb Herb Kelleher was featured as the front cover story for the May 28, 2001 edition of FORTUNE. He was getting ready to step down as CEO and President of Southwest Airlines, but was going to remain on as Chairman. His phenomenal personality shined and I decided to send him a personal letter. In my letter I mentioned his leadership style inspired me, and that the people who worked at Southwest Airlines were always so great to work with. I also shared an actual story of a Southwest Airlines employee who went “above and beyond” helping one of my clients. Herb responded back to me, and in his letter dated June 28, 2001, he first said, “You flatter and humble me with your praise, but the credit for the success of Southwest Airlines goes to our magnificent Employees.” He shared a few more thoughts and then ended saying, “Thank you for writing, and we look forward to many more years of serving our mutual Customers.” Later in July 2001, I reached out to Herb Kelleher again, but this time it was to get a quote from him to use in a travel industry related column I was writing. Herb responded back to me again, and in his letter dated August 6, 2001, he gave me a wonderful story and paragraph sharing his thoughts on that topic and analogy. He then ended his letter saying, “Thank you for wanting to include my thoughts in your column.”
Travel Agent Professional
6 What also impressed me about Southwest Airlines surfaced after the tragedies of 9/11. It wasn’t an easy time, and a challenge that hurt the travel industry. And while other major airlines were trying to get bailout money from our Federal government? Southwest Airlines didn’t. They also made sure that none of their employees lost their jobs.
Herb’s work style and leadership Herb’s two letters to me in a short time displayed one example of his work and leadership style. He was accessible, and he truly cared. At Southwest Airlines he had created a “culture of commitment.” He wanted to make sure his employees came first, because he felt happy employees would lead to happy customers. Herb was known for inviting employees to a weekly Friday cookout, and handling baggage during Thanksgiving rush. He would show up at company gatherings, riding in on a Harley-Davidson motorcycle, sometimes dressed as Elvis, and singing “Blue Suede Shoes.” In his 30+ years holding top executive roles at Southwest Airlines, Herb’s focus on their employees at Southwest Airlines has been a core part of what has made Southwest Airlines continue to be so successful today. Although Herb recently passed away January 3, 2019, his legend will continue to live on. The employees at Southwest Airlines continue to be the core of Southwest Airlines’ success.
Another great leader — Richard “Rick” Sasso, Chairman of MSC Cruises (USA) Inc. I’ve been fortunate to know Richard “Rick” Sasso, Chairman of MSC Cruises (USA) Inc. since the late 1980’s. I first got to know Rick when he was Vice-President of another cruise line. After first getting to know Rick, I would write him if something came up and he’d get right back to me. When emails became an easier way for us to communicate? Rick’s fast turnaround responding back to me was even faster. And it’s been a core of his management and leadership style. A key part of his leadership style — Rick is very accessible, he genuinely cares, and he leads by example. Rick has been one of my mentors, and someone I greatly admire. He has continued to encourage me. After going through a tough situation last year, Rick sent me an email and said, “First and foremost, the only real item is and always will be, NEVER GIVE UP Cindy.” Rick Sasso
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Rick and I have also had a discussion about luck. As far as being lucky, Rick said, “You hear people say, ‘I was lucky.’ What they should have understood is that it is only luck if you don’t deserve the reward. But if you make decisions that eventually gave you a lucky opportunity, then you made that luck. So you have to make luck. And this comes in many forms of action.” Over the past few years, MSC Cruises USA has been working hard to build their presence in the North American cruise market and grow the number of travel professionals who work with them. Rick explained, ‘It’s about the human factor. There is a people connection and we’re continuing to take that to the next level.” Another point Rick made was, “In business, you need executives in each touch point to have a happy guest.” Rick is well known for his hands-on approach and this is where he truly stands out as a genuine leader who cares.
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Sister Jean, Chaplin, who inspired Loyola Ramblers and seen on national news An inspirational woman who became a household name in the spring of 2018 was Sister Jean Dolores Schmidt, Chaplain for the Loyola University Chicago Loyola Ramblers. Known as Sister Jean, she has served as Chaplain since 1994. During her career in different areas of education that includes both teaching and advising, she has mentored both young men and women. When the Loyola Ramblers moved into being one of final 16 teams in the NCAA finals and then proceeding into the Final Four, Sister Jean was there providing inspiration, with her charisma, smiles and pregame prayers and pep talks. When I had a chance to interview Sister Jean to include her in a book I was writing, we covered several diverse areas. The topic of leadership came up and I asked her what she has shared with others. Being a mentor and leader herself, I asked her what people should do when it came to pushing forward, achieving a goal and never giving up. Sister Jean explained, “It’s really about people. Leaders have to believe they are leaders and they have a plan, have a direction, lead the people and share information and communicate.”
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9 Traits of good leaders Take a look at the wonderful leaders whose expertise ranges from the travel and cruise industries along other areas, and you’ll see key traits that these people have and share. Here are some key ones. Have a hands-on approach Lead by example Employees are at the core of success Have a fast turnaround mindset Get back to people in a timely way Create your own opportunities and make decisions that create your own “luck” Focus on the human factor Continue learning and growing Have touch points with your clients Make interactions personal, and remember that people are not machines Create a fun factor
Final Thoughts In a world that has challenges and tragedies, it’s also critical to have a fun factor. When I heard about Herb Kelleher riding into company gatherings on a Harley-Davidson motorcycle, sometimes dressed as Elvis and singing “Blue Suede Shoes,” I thought, this created a fun difference!
Sister Jean’s amazing energy as a very active 99 year old, also has created a fun factor to the Loyola Ramblers’ games. And Rick Sasso’s work in the cruise industry for over 30 years showcases his core of being a real person, making sure guests on cruise ships enjoy, have fun, embrace their unique experiences and relax. As travel professionals, our own leadership skills are a part of how we create our own successes. And for me, focusing on making decisions that create successes and my own luck is one. Another is making sure that I also focus on the fun parts is what I’m doing. Travel does that!
Travel Agent Professional
10 P a u l l T i c k n e r
The sheep-clad hills, picturesque honeycoloured Cotswold stone villages and market towns, and quieter pace of rural life ticks all the boxes for those interested in stately homes, gardens, ancient coaching inns and sources of literar y inspirations when delivered at a leisurely, travel less see more pace. With Stratford-uponAvo n t o t h e n o r t h , B a t h t o t h e s o u t h a n d Oxford to the east, the Cotswolds wins the prize for THE travel less, see more destination. Relate this to a good map of England and you will quickly see its proximity to London Heathrow By Paull Tickner
and to the cr uise ter minal at Southampton.
Paull Tickner & Associates Ltd.
Here are 10 inspiring ways of discovering one of the loveliest corners of England.
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11 Great Gardens of the Cotswolds Not many of your green-fingered clients and garden club contacts will know that the Cotswolds plays host to no fewer than five former winners of the prestigious Historic House Association/Christies Garden of the Year Award. In addition, the Cotswolds counties of Oxfordshire and Gloucestershire also are home to more than 170 properties that open when at their very best as part of the National Garden Scheme. With programs that are imaginatively put together and perhaps include a visit to Highgrove House and Gardens, the private residence of their Royal Highnesses The Prince of Wales and The Duchess of Cornwall, you can promote a Chelsea or Hampton Court Flower Show tour that your horticultural contacts will never have seen before.
Tastes of the Cotswolds The recipe for this unusual perspective on the Cotswolds blends together castles, historic houses and gardens with imaginative foodie experiences. These include a tasting tour of a privately-owned stately home that makes its own cheese, a tour of an award-winning organic farm, a close encounter with the Herb Society, cooking your own lunch at a cookery school, the Parade of Puddings at the Pudding Club and a visit to an edible garden.
Putting the Tea in the Cotswolds This is a very appealing idea for slow travel enthusiasts, who want to ease up the pace of their tour so that each day is punctuated by morning cups of coffee and afternoon tea and cakes in award-winning tea rooms, cathedral refectories, privately owned gardens and other interesting locations. Small groups might also enjoy a talk on how a traditional English Afternoon Tea should be correctly served.
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Mine’s a Pint of Speckled Hen Pub and brewery tours are often marketed as man
A Cotswolds Tour of your Bookshelf
only programs, but in the Cotswolds, you can double
The closer you look at the Cotswolds, the more you will
your group size, double the fun and double your
see that it works as a hub for an entertaining literary tour.
profit by offering a tour that includes four memorable
With Shakespeare’s England at one end and Jane Austen’s
brewery visits while others not interested in beer can
Bath at the other, you can include Laurie Lee’s “Cider
follow their own itinerary nearby. And yes, there real-
with Rosie” and follow in the footsteps of Father Brown
ly is a beer called Speckled Hen and there are many
and Agatha Raisin before finishing with a bibliophile walk-
others with even more exotic names and flavours.
ing tour of Oxford that includes Inspector Morse, Harry Potter and Alice in Wonderland. Every October the
Pre and Post-Cruise Extensions in the Cotswolds
Regency spa town of Cheltenham stages The Times and
If you look at a map, you will see that a visit to
written word with some of the world’s most exciting
Salisbury Cathedral, a pub lunch and a leisurely tour
writers, thinkers and speakers.
Sunday Times Literature Festival, a celebration of the
of Stonehenge make for an interesting journey from Southampton (your cruise port of call) to the
Four Castles and a Palace
Cotswolds. For Heathrow arrivals, heading west on
This tour starts with the Changing of the Guard at
the M5 motorway will get you to Cirencester in
Windsor Castle before travellers move to a crenelated
about 90 minutes, which with the rush hour traffic
view of four more great castles in the Cotswolds. They
could be how long it takes to get from Heathrow to
even get an English Afternoon Tea in the sumptuous sur-
your central London hotel. You may also find that
roundings of one of them. If castles really are your thing,
you can check in sooner to your Cotswold hotel,
you can add another day to include the magnificent must-
which gets things off to a much better start.
see fortresses at Warwick and Kenilworth before finishing with a breath taking few hours at Blenheim Palace, the ancestral home of the Dukes of Marlborough.
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13 Equestrian Badminton and Eventing Pause for a moment and think about the number of riding schools and equestrian centres within a 50-mile radius of where you live and then consider what sort of response you might get to a Britain travel program that included three days at Badminton, arguably Europe’s top three-day equestrian event. It takes place in early May and the odds are that your target audience has never been offered anything like this before. For horseback riding families, you should talk about the Festival of British Eventing, which takes place in early August at Gatcombe Park, the spectacular home of the Princess Royal and her family.
Arts and Crafts in the Cotswolds Back in the early 20th century, the Cotswolds became an important centre for the Arts and Crafts Movement when craftsmen and women followed in William Morris’ footsteps and settled in villages throughout West Oxfordshire and Gloucestershire. The legacy lives on in and around his former home at Kelmscott Manor and at the Gallery at the Guild in Chipping Campden, a cooperative of artists and craftspeople who exhibit their work at the historic home of the Guild of Handicraft.
The Olimpick Games And More Unique Cotswolds Curiosities In June 1612, Robert Dover started the Cotswolds Olimpicks to channel some of the more competitive traits of the local people in the picture-perfect market town of Chipping Campden. Then as now this brilliantly bizarre sports event includes singlestick, Tug of War, the Championship of the Hill, wrestling, jumping in sacks, dancing and shin kicking. Nearly 406 years later this tradition continues, so time your Cotswolds visit to coincide with next year’s event. Also, at this time of the year, I can add a traditional cheese rolling event (dates back to the early 1800s) the annual Tetbury Woolsack Races, a long-standing traditional display of strength and the annual World Poohsticks Championships. Paull Tickner, owner of U.K.-based Custom GB, is known for his expertise in creating and operating imaginative, value-added tours of Great Britain and Ireland. Visit his website at and email him at
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