Gold is the rank we give our top-performing Travel Counsellors, along with an annual celebratory trip - this year, to Mauritius.
Based on our unique business model, 92% of our Travel Counsellors succeed compared to 20% of small businesses who venture out on their own.
But there are some who seem to get there more quickly than others. What are Gold Travel Counsellors doing to hit their targets? Is there a secret to reaching gold?
Here are 7 habits we’ve found in our high-performing Travel Counsellors.
1. Have a plan
There are three stages of planning that work together to ensure success: immediate, mid-term and long-term.
Long-term is where you see your business in a year and beyond. For many Travel Counsellors, their long-term goal is to hit Gold. For example, to achieve gross commissions of $130,000 within 12 months. How many customers will you need? How much marketing should you do?
The intermediate stage is where you break down these goals into smaller chunks. If you approach it incrementally you will be able to see when you’re on track.
For more immediate goals, keep a daily to-do list. Rather than being goal-focussed, your daily list should be task focussed. Work on things that are actionable. So instead of ‘Win a new client’ as a goal, ‘Make 10 calls’ is a better to-do list.
2. Clock in personal development time
Being a Travel Counsellor is an exciting and wonderful career, one you can grow with as the industry changes and new opportunities come up.
Whatever your background, Travel Counsellors offers you the opportunity to learn something new every day. Take your pick from over 500 e-learning courses covering everything from destination knowledge to marketing on social media. We’ve seen that successful Travel Counsellors find the time to learn new things whether it’s how to advertise on Instagram or discovering the latest travel industry trends on TCTV.
As a Travel Counsellor you can also meet with your personal business coach to get expert guidance, training and support with every aspect of your business.
3. Provide custom-made solutions
The Travel Counsellors motto is, ‘With us, it’s personal’.
Our Gold Travel Counsellors express this in every aspect of their service from the moment a client makes an enquiry to after the customer returns from their trip.
The first step is to really get to know the customer and find out what the customer is looking for. This gives you the knowledge you need to create something truly bespoke regardless of what makes you the highest commission. You can easily do this using the Phenix booking system and the extensive inventory of suppliers and products available to you as a Travel Counsellor.
With the power of Phenix in your hands, you can provide truly customised solutions no matter what challenges your clients throw at you, whether it’s having dinner on a mountain top or scuba diving to see a shipwreck.
When you put the customer first, the rewards will come in the long-term through repeat business and multiple referrals.
4. Follow up
Good Travel Counsellors always follow up. You can make a phone call or send them an email, or even use the myTC app to keep in touch.
Just because customers don’t get back to you, doesn’t mean they’re not interested. It’s always a good idea to keep in touch. Pick up the phone and check in on how they’re doing since your last conversation with them, or if you’ve come across a new deal they may be interested in, don’t hesitate to drop them a line.
5. Add personal touches
Think about what you can do to make your customer’s holiday experience that extra bit more special. What would you do for a friend?
For example, some Travel Counsellors send out a handwritten note to customers to say ‘Thank You’ for their business, or leave a welcome home pack of bread and milk on the doorstep.
At the end of the day, customers may not remember everything about their trip but they will remember the special touches like a bottle of wine in the hotel room on arrival or the fact that you provided some toys for the kids to play with on the plane.
6. Ask for referrals
Many Travel Counsellors say most of their business comes from referrals. As a business owner, you can provide personalised service unlike any other travel consultancy including the bigger organisations.
Customers see the value of this and are likely to give you kudos for your service. If your customer has been happy with their experience with you, don’t be afraid to ask for referrals. Many people are more than happy to pass the word on and tell their friends.
7. Love what you do
Ultimately, successful Travel Counsellors focus on the customer. As a Travel Counsellor, you will be able to do this because of the unrivalled support from our head office.
We provide all kinds of operational support covering finance, administration, collecting payments, booking tickets and IT. We are your back office so you can focus on creating the best experience for your customer.
With this local support and the 24/7 global support behind you, you can concentrate on cementing fruitful relationships with your customers. Australian Gold Travel Counsellor, Matt Schmitz says, “Nearly all of my customers are now my friends.” Matt often makes appointments with clients out of standard office hours, which gives him an edge over typical travel agencies.
A Gold Travel Counsellor puts the focus on the customer in ways only a Travel Counsellor can. To find out more about our Gold Travel Counsellors such as Matt Schmitz or to get other tips to up your game, browse through our blog. If you are an experienced travel professional, contact our careers team to take the next step in your career.
Read more about our Gold Travel Counsellors.