Home Based Travel Agent - May 2008 - (Page 14)

FOR THE AGENT Continued from page 13 If All Else Fails… At the end of the day, are you congratulatdon’t get it, perhaps we raise our fees or, as I have done in the past, send them a letter ing yourself on rising to the challenge of your difficult client, or are you gritting your by messenger letting them go.” teeth in dread of your next interaction? If Of course, a few thoughtful steps are in order before making any deci- you fall into the latter category, perhaps it really is time to say goodsion. “Before I would bye. Ashleigh Miller, in fire a client, I would her ehow.com article ask them to enter into “How to Fire a Client,” an agreement with says you will need two me where they pay things if you choose to an hourly rate for the fire a client: determinatime I invest in doing tion and unwavering their travel research,” professionalism. says Barry Kantz, host “The best way to of the “Home Based do it is in writing,” she Travel Agent Show” says. “A letter, sent via on www.hometravel U.S. mail, is best. Eagent.net. “I would mail would be the secoffer to waive the fee ond choice, followed if they booked their by a phone call. The trip through me. I last thing you want is would know they to have a face-to-face are looking to get Peter Carideo, CRC Travel meeting. Why? It’s eassomething for nothier to choose your words carefully if you ing if they refused to enter into such put them on paper. an agreement. It is time to reconsider “Clearly explain the reason you are no a relationship with a client when they take up 90 percent of your time and ac- longer willing to work for them, but be tactful,” she continues. “Even if you hate the clicount for less than 10 percent of your ent, if you’ve done a good job, there’s a good business.” chance they don’t hate you. They might Elizabeth W. Gordon, in her article even send you new customers who aren’t so “Working With Difficult Clients: How to Handle a Loose Cannon without Get- bad.” And in an industry that thrives on the ting Burned” (www.ezinearticles.com), personal recommendation, she warns, “You says, “There is a danger when one client don’t want to jeopardize that chance.” “Unfortunately, difficult clients end up starts to dominate your portfolio. Just as taking up so much of your time that you you would never want to have your stock have to neglect your other wonderful cliportfolio too heavily weighted in one company or one industry, as you build a ents, the ones that think the sun rises and sets on you, the clients that never combook of business it is important to diversify as well. Don’t get sucked into doing plain,” says Earle Travel’s Kelly. “That ultimately means they end up getting the short more work for your existing clients than end of the stick. Weigh what you are getyou are paid for, thinking it will be worth ting from the high-maintenance client and it in the future.” Further, she states that the headaches and stress that they cause, you should always be able and willing to let go of a client that becomes abusive or then make the decision and don’t second guess yourself.” —by Jennifer Glatt undesirable. 14 HOW TO DUMP THE CHUMP Here are the basic guidelines for letting a client go: Consider firing a client if he or she: I Takes repeated advantage of you I Takes up more time than their business is worth I Lacks trust in you Consider charging extra fees or an hourly rate if a client becomes too demanding Try to work out your differences before ending the relationship Don’t let one client monopolize your time End the relationship with a formal letter if possible, and avoid face-to-face confrontations Don’t burn your bridges: A former client might send new clients your way if you end the relationship on a friendly note Remember: Every client is different, and only you can decide if the relationship has truly become intolerable Home-BasedTravelAgent MAY 2 0 0 8 http://ehow.com http://www.hometravelagent.net http://www.hometravelagent.net

Table of Contents Feed for the Digital Edition of Home Based Travel Agent - May 2008

Home Based Travel Agent - May 2008 Contents Editor’s Note: When It’s Just Not Worth It Publisher’s Note: Never Underestimate Your Lifeline: When Things Go Wrong, You May Need To Agent Spotlight: Odyssey Travel’s Michelle Duncan New Technology: Resources That Can Help You Quickly Industry News: Costa Names Field Sales Director Hot Deals: From the Caribbean to Canada and London Success Stories Independent Associations Southern Swing Mexico Dominican Republic Cover Story: Australia Family Trips Theme Tours New Products: Urban At Ease Laptop Messenger Bag

Home Based Travel Agent - May 2008

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