My long time customers, of 15-20+ years, and I, often
find time, in taking a break “from the serious” (their vacation), and share, some
of what, each of our lives, might currently be throwing at us. It can bring a lot of laughter to ones day,
as you share same “life boat” experiences, in reference to work and family !
Relationship building is one of Cruises Inc’s core
features, as is our sister company CONE, versus some of our other companies, who
merely serve as a $299 discount provider.
Getting to know my customers, as well as, them getting to know me, is
how we each learn the others habits, moves, needs, and even expectations.
Fortunate for me and Cruises Inc, 70% of my customers are
just like me/us. High attention to
detail, want every “T” crossed, and we go steps beyond, in avoiding surprises ! Then there’s the other 30%, who seemingly
either, love taking life chances, by riding “side of the life boat”, or have no
realization, that the waters are just lurking to grab them !
These waters love folks who …
*Are last minute people
*Love to make changes
Though vacations are all about FuN … The real of the fun,
doesn’t actually take place, till “after you get there”. And though pre-planning activities, is part
of the fun, there’s a whole lot of “serious” that needs to stay in the making,
till you get there … Helping to avoid chaotic waters !
Though fixing problems has been my life forte … That
natural “high” I gain from this industry … They don’t come without a lot of
stress and prayers !
Thankfully, my long time veterans have been around me and
this industry so long, they KNOW to “heed” to the many industry horror stories
I’ve shared ! So when a life boggling situation
faces them or a possible “what if”, I’m the first person on their call list,
before assuming any of their own thoughts, are in their best interest.
Unfortunately, this same tactics doesn’t seem to hold
true for folks who have yet to encounter vacation fowl-ups or maybe this is their
first vacation through us, and don’t quite realize how our expertise is here
for the benefit of their safe keeping.
Over the last 10 years, I’ve learned that “women groups”
are the most famous for this (sometimes regular groups). Most members aren’t actually involved in the
confirmation, so they’re also unaware of reasons for decisions/choices made for
the group.
There’s truly a difference between “care-free” choices
and “unavoidable life-situations” ! Folks
with life-situations, are praying that their need will see mercy on their
situation. While care-free choices, seem
to follow with, “What’s the big deal ?”.
Though either can find the vacationer in a bind, folks
who use their “bargaining chip” for care-free choices, could forfeit their
changes when a real life situation surfaces.
Example. 2 women
in a cabin. They decide they want to
change around roommates. Now the first
person in the room can’t go and must cancel.
The 2nd person in room has already changed once. Now the cruise line won’t allow a second
change. There’s no choice, but to cancel
the cabin. Loose the pricing. Loose the space. My hands are tied ! These are the rules !
SEE where “care –free” decisions can get you ? Whether it’s change roommates, dining,
date/ship, tours, etc … In select cases, one’s bargaining chip get used up
! So when that true life situation turns
up, there’s nowhere to go … But out !
Other problems I’ve seen occur:
*One person late in making final payment, lost the dining
time for the group
*Group change the dining, and the cruise line not
complete all their paperwork, in seeing that the group dine together
*Tours change, only to have everyone now on different
times
*Money lost, for a period of time, in the system, from
date/ship changes … Even cancellations.
*Folks decide to “no-show” for a flight, only to find
their return flight auto cancelled !
*Why come home –let just stay in the island (wakeup –
there are fines!).
OH THERE’S MORE !
If folks could only see my “wide eyes” as they are
requesting, they would also know, it’s my 25 years of experience reacting to
the request. Unfortunately, there will
always be new life-situations, that agents can’t know the request outcome,
cause it’s never happened before … Never been requested before.
The vacation vendor pays the agent to watch over your
vacation and provide you with need-to-know details/protection. Nowhere does the vacation vendor claim, that a
vacation won’t get messed up (could be computer glitch), when a vacationer opts
in change !
I’ve learned over time, “select vacationers” need to be
protected from themselves … Help them
from sinking their own boat ! So while
some folks can’t hear my “danger” words, they seem to hear clearer, when you
touch their pocket-book ! So while it’s
been working well, in deterring self-harm with women groups, as of late, some
new vacationers have given me some new experiences, in teaching me to deter
more conflict-harm in the future !
I feel sorry more ... For folks who buy their vacation on their own ! No warning of possible disasters !
Posts
