on the record ❖
Little Extras Make a Big Difference FOLLOWING ARE ANSWERS from Leisure Group Travel readers who responded to the questions: In crafting itineraries, what do you add at little or no cost that makes a big difference in satisfying customers? Are there hidden extras, surprises, even gifts that provide icing on the cake and bring smiles to passengers’ faces?
To add value and that extra little surprise, I give some gift from our bank with each trip— an umbrella, bag, deck of cards. Their value is in relation to the cost of the trip. For our Australia trip and Alaskan cruise, I gave everyone very nice rain jackets that they all loved. Plus we could always find each other with our yellow hoods. As another little value, I always carry a cooler with water under the bus. It is much appreciated, and I serve goodies like granola bars, homemade Rice Krispie bars or trail mix. Ellen Borkenhagen Top of the Hill Club Director Profinium Financial, Inc. Fairmont, MN
On a recent tour to New Orleans, after dinner at the New Orleans School of Cooking, I gave each customer a cookbook autographed by the author or a bottle of seasoning as a surprise. I also included a mint julep or lemonade at Oak Alley Plantation. On the same tour, I included a Backbeat Tour of Memphis as a “mystery” the last morning of the tour. Any extras add excitement and that LeisureGroupTravel.com
ELLEN BORKENHAGEN
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feeling of receiving something “special.” Jane Julian Jane’s Journeys West Frankfort, IL
As a New England receptive operator, we have been including festive “tour hats” for all passengers on our specialty themed tours. Such as lobster hats for our “Maine Lighthouses & Lobsters” coastal tour and moose hats for our “Maine Moosin’ Tour,” which features a moose watch excursion in Rangeley. On our “Leaves and Locomotives” tour of New Hampshire and Maine during the fall foliage season, each passenger receives a souvenir engineer’s cap. Donna Hanson, VP of Fun The Maine Tour Connection South Portland, ME
What our travelers to New York City appreciate are the free admission vouchers that we provide to some of the most popular attractions. They get a choice of admission to the Empire State Building Observatory, Museum of the City of New York or a harbor cruise with New York Water Taxi. Additionally,
JANE JULIAN
they get a choice of free admission to the American Museum of Natural History, Metropolitan Museum of Art or Top of the Rock Observation Deck. These admission choices are free for every person; they are not a “buy one get one free” offer, nor do they have any strings attached. The free admissions are worth up to $40 per person. Joel Cohen Vice President New York City Vacation Packages Kingston, PA
Our company’s favorite value-added extras include: A free travel tote bag, sling pack or backpack (as appropriate for age group); beverages and snacks available on board the coach throughout the trip; a welcome card and special snack that is sent ahead and placed in their hotel room for when they arrive. (And if they change rooms five times, they get five welcomes!) “Secret” stops along the way vary from a surprise stop at an attraction to a bonus free meal during the trip. Lena Mulcahy Entourage Management Bowling Green, KY June 2010 13
on the record ❖ Presently I am hosting our group on a Rhine River cruise. The smoochies or the unexpected surprises really make the difference out on tour. Each night in our travelers’ cabins, they receive a written description of what they are going to see the next day as well as a very small chocolate or item of the local region on their pillow. As we all are saying good night, I can feel the excitement over what their treat will be when they return to their cabin. Sometimes we give them a recipe on a local delight or a poem. It really does not have to be expensive, just one last thought before they close their eyes. The difference is in the details. Mary Stachnik, Co-Owner Mayflower Tours Downers Grove, IL
I always add in a small amount for the extras – an ice cream cone at DQ or a special place in a city. Sometimes I stop at a rest area and provide snacks. Watermelon is a favorite, also carrots and celery sticks, cookies and peanut butter and crackers. I provide water and soda as well. I also take along gifts for
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games. However, many times we don’t have the time to play a game, so I give everyone a ticket and draw for prizes. I like to get such things as food items they can consume, not things to take home and throw in a drawer. Also seasonal items. Jeanne Sleeth Classic Club Officer Empire Bank Springfield, MO
I try to plan rest stops and lunch stops that include something extra. For example, we made a rest stop at St. Joseph’s Pony Express—it only took about 30 minutes to tour and they have restrooms. That gives everyone a nice stretch and something interesting to break up the long ride. They take
just as long if we stop at a truck stop, using facilities, stretching and purchasing snacks. We also made a rest stop at Dodge City, where we stopped at the visitors center and timed it so they would be able to see the gunfight outside. Also, I try to incorporate lunch stops that may include shopping or browsing, such as Cracker Barrel and Casey Jones Old Country Store. Cindy D. Mosley, Director PBNB Crown Club Pine Bluff National Bank Pine Bluff, AR
Leisure Group Travel was deluged with reader responses on how tour planners make trips special by providing value-added extras. Go to LeisureGroupTravel.com to see all the great responses that didn’t make it into our print issue.
IN THE AUGUST ISSUE of Leisure Group Travel, our On the Record column will look at group interaction on the road. Please send us your response to this question: How do you get a busload of strangers to mix and socialize? What are your techniques for promoting group camaraderie on tours? Along with your comments, please include your name, company name and location. Also for publication, send a high-resolution photo of yourself. A selection of responses will be printed in the August 2010 issue. Thanks in advance for your valuable opinions. Send to: Randy Mink, randy@ptmgroups.com
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