I was listening to a client describe her wonderful experience on a Korean Airlines flight that we had booked for her on her recent trip to Manilla. I was struck with the thought that there is a shift happening in the travel world, that travelers have finally had enough of no service and cheap meaningless slogans created by an advertising company who’s purpose is to create an illusion. My client then said it herself, “I will never again fly “the competitors airline”, I will fly Korean again even if I have to pay more money”. It is time that we recognized good service in a world where service has become almost non-existent and we are forced to phone recordings who’s purpose is to divert us from speaking to a “real” person. It is time that we honor competence, knowledge and kindness. As a 36 year veteran of the travel industry, I have heard ALL of the horror stores from travelers booking travel on one of the numerous websites promising a “great deal” on “luxury” travel only to receive broken promises and a call center located in a third world country staffed by employees who are not empowered to help. And in the long run, these travelers actually paid more for their trip than they would have if they would have dealt with a destination expert. They were victims of “hype” created by companies who’s primary motive is profit at any cost. Companies who market any resort who will pay commission without visiting these properties to see if they fulfill their promises. A vacation is not only a large financial expenditure, but it is also an expenditure of your precious time. I believe that 2012 will be the year than we finally start honoring the people and companies who strive for service, that sincerely care about thier clients and deliver on the promises they make. Because it does matter where you book, not as a meaningless slogan but as REAL service from REAL people.
I am filled with gratitude every day for my Office Manager; Wendy. I listen to her chatting with customers, calling resorts to get exactly the right room and negotiating special rates or concessions for return travelers. This is truely a wonderful person and everyone who experiences her kindness understands this. And at the end of each trip, the client’s vacation is a better one because of Wendy. Okay….I am probably breaking all the rules of business etiquette by using words like “gratitude and kindness”, but I think it’s a new world out there today and I want my business focused on these attributes and I think the financial benefits will just automatically follow because savvy travelers will realize the difference. You may even find me using words like friendship, “happiness and love”…because that is what I would like to attract into my world now. It’s not just about doing business at Dolphin Destiny anymore, it’s about doing the right thing with the right intentions. We will strive to make every trip the most important trip that we have ever worked on.
{ 0 comments }
