Win-Win

Win or lose?

That’s the biggest question I am contemplating after a customer contacted me with a recent travel request.  Travel Itineraries exists mainly to sell bespoke itineraries to persons who have little to no time in pulling together interesting attractions/activities of places they are about to visit.  TI appeals to the business person, timid traveler, first-time traveler, solo traveler, budget traveler and anyone who does not want to deal with the stress of researching, picking and choosing attractions, sites and adventures.  A prolific travel site,  TI is capable of planning from soup to nuts an itinerary that will give lasting memories for vacationers.  In a nutshell, this is what I say on the Itinerary Request Page to introduce my travel planning skills to potential customers, “Do you like to travel, or better yet, travel often but can’t find the time to build a detailed itinerary that will be engaging and enjoyable?  If that description sounds like you, don’t worry or stress.  I can plan a bespoke itinerary that will ensure you cover all the basics of a great trip: things to do, places to go and sites to see.   Interested?  Fill in the form below to get started.  Just do it.”  Also, it is a place where you can read a blog of my adventures on foreign and local soil, tips, recommendations, ideas and news related to travel.

Last week I received my first sale of the year from a new visitor to my website and was excited to start the year off with the request.  As I read the customer’s specifics, I quickly realized the buyer did not understand what Travel Itineraries was all about.  They already had their plan and wanted me to map it so they could save time and gas.  At first, I considered plotting the route but eventually decided against it because that is not what TI is all about.  Obviously, their lack of clarity surrounding my services was no fault of their own, and I regretfully made an apology, offered a refund and referred them to a travel website that could better support their particular need.

Why then do I ask win or lose? I could look at the situation as just another experience.  But in my humble opinion, there are three invaluable lessons I can definitely learn from dealing with the shopper.

1. AWARENESS – While the prospect may have had some misunderstanding concerning TI’s services, it reminds me that more work can and should be done to bring about awareness, clarity, highlight services and skills.  TI should grasp every opportunity to enlighten its readers/viewers of its capabilities in its many forms and formats via technology.
2. NEW IDEAS – Innovation will keep TI fresh and relevant.  If customers are asking for certain services, then I should consider how I can possibly accommodate and market to them by tweaking and improving offerings as needed.  Who knows, a bright idea may lead to other avenues, though not originally a part of the plan, but one that will broaden TI’s perspectives and scope.
3. REFERRALS – While I would like to meet the needs of all potential clients, there are times when I will have to say no.  However, the rejection should not be given without offering a recommendation of help.  To suggest another travel related company to the client as an option is just a way to say I network with other travel businesses, and I am familiar with the industry players.  There are other travel partners in whom I take delight in recommending their services especially if I have used or know of them personally.

Community Peeps, overall I would say it was a win-win.  I was happy to refund the money and to redirect the client.  They are referred to as client because of their response to my actions.  I believe I have won their respect and I hope in the future they will consider TI for their tailored travel itinerary.  Do you think so too, or do you think I lost?  I am interested in knowing.  Please comment in the box below.

Readers, as usual, I invite you to click follow to receive timely updates, select like to show your love and support.  Share this post on your social media site.  Write your comments in the box below.  Your interest, time and attention are always appreciated.  Thank you for reading.

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Comments Matter

Itinerary planning can be an involved and consuming process when plotting vacation activities, a customer may request.  You know, the kind of holiday they would want to talk about and comment on for the rest of their life.  The one that meets their needs, covers all the bases and scores a home-run in terms of fun and excitement.  A bespoke itinerary requires lots of research and double-checking.  The planner many times goes above and beyond the call of duty to ensure the agenda is doable, affordable and possible.  While man hours are clocked, it behooves the planner to ensure the I’s are dotted and the T’s crossed for a happy client.  No stone is left turned just to satisfy the patron.

The astute planner knows the voice of satisfaction gives much impetus to future referrals.  By the same token, a dissatisfied customer affects future referrals or a lack thereof with a negative impact. The traveler’s opinion and satisfaction can cast a ripple effect far and wide to other travelers seeking information on particular subjects related to their travels.  For example, every time I travel to a foreign country, I check the reports of others.  Their tell-all experience at hotels/hostels/Airbnb’s, and selecting tour operator/agencies, whether true or lie help to shape my decision.  Not a few are reviewed, until I am satisfied and can make a more educated decision.   Once I begin to scout opinions, experiences, and references, the search may reveal general commonalities among the many reports.

What am I looking for specifically, you might ask?   A vote of confidence, a cohesive review, a recent testimonial, and/or clear warning signs.  Common sense should prevail.   Some grievances may be taken with a grain of salt (one’s subjective experience may not be another’s), but glaring violations should be heeded.  I still believe the adage, “where there is smoke, there is fire.”  Comments usually have a measure of truth to them.

For every planned destination, I peruse the comments section in travel forums and chat sites, of surveyed guests, or read columns of gurus, who for a living commentate on subject matter relevant to my interests, and just to get an idea or bearing on a place, activity or accommodation.  Customer comments carry much weight and can help or hinder a business’s progress.  In the past, I have received after every travel, surveys, seeking my honest opinion of my experience or stay at the hotel.  Whether the survey is given during a tour or taken after, the client’s comments have the power to positively or negatively impact the business.

Public accounts or travel sites that posts acknowledgements of grievances with a positive response to fix, to make better or even to look into the customer’s complaint, proactively deflects further negative comments, at least for a while, and may still elicit the interest of itinerary speculators such as myself.  Wherever I go on my travels and whenever I am surveyed, my responses are always honest and straightforward, but never unkind.  Comments matter and are a useful tool to effect change.  Therefore, one should always be keen on adding their two-cents for a better outcome.

Community Peeps, how much weight do you put into the research comments you read before travel, or your survey responses after travel?  Never surveyed?  Or, surveyed but never got any feedback on action taken?  How about sharing your experiences here and now?   Let me know your thoughts on the subject.  Post your comment in the box below.

As usual, I invite you to click follow to receive timely updates, select like to show your love and support.  Share this post on your social media site.  Write your comments in the box below.  Thanks for reading.

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Bimshire for Spring

I like spring.  It is not my favorite season, summer is.  Nonetheless, I like springtime if only for the simple reason that after being cooped up indoors for most of winter I can now spring into action and enjoy more of the outdoors.  I can shed the heavy dull colors of winter for something lighter, brighter and cheerier.  The last vestiges of winter linger in the chilly air and the occasional snow flurry, but old man winter must eventually give in to higher temperatures as the mercury rises and as the sun’s rays get stronger every day.

Spring – Forsythia (Traveltinerary)

I need sunshine.  It is a part of my DNA.  I love temperatures in the high 70s and 80s.  Whenever I see the blooming forsythia plant it tells me that spring is here and warmer weather too.  The yellow petals seem to appear overnight.  Whenever I feel down and out, the perennial’s rich vibrant color helps to cheer me up the same way the sun’s rays does in its mellow yellow radiance.  The first sightings of the bush against the sparsely foliage landscape, bright and bold, is like the sun shining through patches of cloudy skies.  Aah, I know.  A pampered vacation in the tropics is what I really need to scatter remnant winter blues.  This spiel about sunshine and individual care, segues succinctly to a destination where customer care is second nature.

Spring – Sandals Barbados (Traveltinerary)

Spring – Broken Trident (Traveltinerary)

Spring – Sunset (Traveltinerary)

Spring – Coconut Trees (Traveltinerary)

Recently, Barbados, my homeland, was awarded the distinction of being the number one destination for tourist gratification.  A survey of 70,000 travelers rated the tiny island paradise best in customer service in the world.  Headlines like “Barbados Tops Charts with “Rihanna Effect,” Plans Bigger 2018”, “Barbados Named World’s Top Travel Spot for Customer Satisfaction”, and “The Most Satisfying destination in the World” speaks of what draws these tourists to the shores of ‘Bimshire’ repeatedly.  While celebrity attractions and exquisite establishments may have bearings in contributing to such a prestigious honor, I believe it is more than just branding and smart marketing strategies.  It is its people.

“Friend to all, satellite of none.” – Sir Errol Walton Barrow

Over the years, many slogans and advertisements have gone into wooing visitors to Barbados.  However, in my opinion, if I had to speak for every Barbadian, it would be to say, “Bajans embody tourism as part of their culture.”  Years ago, one of the many successful slogans – “Tourism is our business” served a dual purpose: 1. attracting vacationers; 2. teaching nationals the art of keen customer service skills.  That slogan resonated with every Bajan across all walks of life back then.  To me, it is one of the most impactful slogans to have served the country’s tourist industry.

Growing up as a kid on the rock, I recall we were taught to be proud ambassadors, and how to handle foreigners to our island.  Exceptional service was made the number one priority which now pays sweet returns.  We knew we had no major economic wealth or competitive edge in the natural resources department.  All we have are our people.

“We loyal sons and daughters all

Do hereby make it known

These fields and hills beyond recall

Are now our very own

We write our names on history’s page

With expectations great

Strict guardians of our heritage

Firm craftsmen of our fate”

– Irvine Burgie (Chorus to Barbados National Anthem)

Today, I am excited at seeing forsythias which tells me warmer days are ahead.  I get even more excited recommending destinations where, besides the sand, sea and sun, apropos customer service gives holidaymakers the pleasure they seek and an enjoyable breather from a long harsh winter.  Is Barbados on your bucket list?  If not, it would be worth your while to add it now.  If international travel is not possible currently, contemplate road-tripping to where heats are already above 60 degrees.  If that is still not a possibility, don’t despair, you will not have too long to wait for higher temps and to enjoy all that is in your own backyard.  Wherever you choose to travel, be sure to enjoy springtime before it becomes a thing of the past.

Blog community, do your travel plans include a warm destination?  I can help you plan a bespoke itinerary for the tropics.  Select follow, click like and comment in the box below.  It means so much to me to read your thoughts and suggestions.  You may also follow me on Twitter @traveltinerary, LinkedIn, Google+, or share my post on any of your social media platforms.  It’s been real the whole time 😊.  Thanks for reading.

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