I am a Travel Advisor dealing in the luxury market. Being of service to others is the platform of our business. It is very rewarding to work with people and bring their travel dreams into a reality. Whatever you want we can arrange it, so don't limit your thoughts. It may only be your bank account that limits you from having that hot air balloon over Cappadocia in Turkey while you propose to your future fiance! Keep dreaming though because I like to think it will happen one day through the power of positive thought.
When we work with clients who are grateful of the services we provide and realistic in terms of quality to price ratio then both parties are happy. I am always completely transparent with my clients on what is going on with their trip because we are working together and doing collaborative travel planning. I want to know my clients on a personal level and build a relationship because travel experiences are meant to be built specific for the client's desires. Everyone is happy when it all goes well but what about when there are complaints? I find when the client's are looking for a transactional agent instead of a transformational agent then there can be discrepancy's between what the client thought they were getting and what they are in fact getting. This can happen all across the customer service industry (restaurants, hotels, retail clothing to name a few). And it is those people that complain that seem to get "more". The people who complain generally complain often in their life. The "cold soup" is just another avenue for them to get something extra. I'm not sure what is going on with their thoughts but I hope the people who complain are not doing it for a reason such as a free dinner, an upgrade on an airline or complimentary hotel nights.
I recently was talking to two employees from a Luxury Cruise Line who work in the compliants department. They were very kind people and they were able to laugh off some of the conversations they have had with past guests. To that, I salute them. I would find that to be a very tough and heavy job. They told me that each complaint they have gets filed and they make a note of the extra amenities or free cruises they give out to these complainers. Some people have even been blacklisted for complaining too much. The fellow that I was talking to brought up a wonderful point, "Why do the complainers get a free cruise? What about the client's who have booked 50+ cruises with them, what do they get for being so loyal?"
I think it is time to have a Customer Service Revolution. How can we stop rewarding complainers and start rewarding loyal, trustworthy consumers who appreciate our products and service? What would be the repercussions of this approach?
When we work with clients who are grateful of the services we provide and realistic in terms of quality to price ratio then both parties are happy. I am always completely transparent with my clients on what is going on with their trip because we are working together and doing collaborative travel planning. I want to know my clients on a personal level and build a relationship because travel experiences are meant to be built specific for the client's desires. Everyone is happy when it all goes well but what about when there are complaints? I find when the client's are looking for a transactional agent instead of a transformational agent then there can be discrepancy's between what the client thought they were getting and what they are in fact getting. This can happen all across the customer service industry (restaurants, hotels, retail clothing to name a few). And it is those people that complain that seem to get "more". The people who complain generally complain often in their life. The "cold soup" is just another avenue for them to get something extra. I'm not sure what is going on with their thoughts but I hope the people who complain are not doing it for a reason such as a free dinner, an upgrade on an airline or complimentary hotel nights.
I recently was talking to two employees from a Luxury Cruise Line who work in the compliants department. They were very kind people and they were able to laugh off some of the conversations they have had with past guests. To that, I salute them. I would find that to be a very tough and heavy job. They told me that each complaint they have gets filed and they make a note of the extra amenities or free cruises they give out to these complainers. Some people have even been blacklisted for complaining too much. The fellow that I was talking to brought up a wonderful point, "Why do the complainers get a free cruise? What about the client's who have booked 50+ cruises with them, what do they get for being so loyal?"
I think it is time to have a Customer Service Revolution. How can we stop rewarding complainers and start rewarding loyal, trustworthy consumers who appreciate our products and service? What would be the repercussions of this approach?
