Home Based Travel Agent - June 2008 - (Page 19)

FOR THE AGENT based database company ClientEase, is a strong believer in asking yourself how technology can help you, as opposed to just allowing the applications to take control. “When you’re working with something new, take a moment to really think about how it affects your particular business,” she says. “If you’re someone who’s forgetful about dates, then put your daily reminders first—if you don’t remember to follow up on a sale, then that reminder should be what you see first. It’s easy to alter something to accomMicrosoft offers tutorials to help users become tech-savvy modate you, so be willing to tutorial and several for Outlook (www. play around with it. And if you don’t know, microsoft.com/education/tutorials.mspx) ask. People shouldn’t let laziness stop them But Kennedy also believes that Macs from making the most of what’s available can be easier to navigate. “The shortcuts to them.” they’ve come up with are more straightBut some believe it’s laziness that alforward and commands are easy,” she says. lows people to use technology as a crutch What isn’t so easy is the price, with many when it may not be the best course of Macs coming in at more than 50 percent action to begin with. Ted Wiggins, of Enciof their PC counterpart. However, with no, CA-based Pallazo Travel Consultants, Macs having a reputation of lasting longer, notes that maybe the best technology tip the longer you stay in business the better of all is to know when to put it aside. “I’ve chance you have of recouping costs. been doing this for 19 years and you see too Kennedy also is big on the smartphone many agents who are forgetting to use the to keep her in the loop of her e-mailphone,” he says. “Technology was meant to centric customers. “If I leave my office, I’ve help, not cut us off from human contact. got to have that connection to them,” she says. The number-one compliment I get from “You know what it’s like when you have a customers is that I’m always there for them small business and things are happening conand don’t make them have to check an estantly. If I’m expecting to hear from a client mail when they want some back-and-forth or supplier and I’m not at my computer…no conversation. It can take all day to say over sale. I know some people like to avoid them, e-mail what you could have worked out in or are intimidated by any technology, but if two seconds by talking to each other.” you don’t keep up, someone else will.” Laurie Ducharme, a nine-year veteran working with Bolton, MA-based Harvard The Tech Mindset Travel Agency, says you can rely more Darla Graber, founder of Ashland, OHon technology the more you know the client. “You have to initially make a connection with them so they’ll trust you— that’s through tone of voice, understanding their sense of humor and getting on the same page with them when it comes to what they want out of travel,” she says. “After they’ve had a good experience with you, then they’ll trust you more to interact through technology because they don’t have to worry about you ‘getting them.’ And sometimes they don’t want to talk anyway—they just want a deal.” —Eric Butterman FIVE QUICK TIPS I Save E-mails: They can serve as legal documents and become an on-the-go database of client contact information. I Turn Paper Into PDFs: It creates more space in your office, and, by e-mailing yourself important documents, you won’t ever lose them. I Fax Without a Fax Machine: If you’re tired of wasting paper, toner or remembering if the machine is on, get an e-mail fax service and get that bulky machine out of your office. I Consider a Mac: Macs have a good in-person tutorial program to learn programs without embarrassment, and some feel it’s easier to navigate. I Put Tech in Check: Remember when it’s time to get on the phone and interact with a client or meet with them in person. Conveniences aren’t convenient when a customer doesn’t feel that they are being made a priority. JUNE 2008 Home-BasedTravelAgent 19 http://www.microsoft.com/education/tutorials.mspx http://www.microsoft.com/education/tutorials.mspx

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Home Based Travel Agent - June 2008 Contents Editor's Note Publisher's Note Your Lifeline Agent Spotlight New Technology Industry News Hot Deals Indentifying Agents Delivering Documents Culinary Vacations Pacific Northwest Cover Story: Cruising Scandinavia Agent Access New Products

Home Based Travel Agent - June 2008

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