Susanne Kiely, Pukekohe Travel; Robyn Frong, keynote speaker; Kim Morrow, Pukekohe Travel Susanne Kiely, Pukekohe Travel; Robyn Frong, keynote speaker; Kim Morrow, Pukekohe Travel

Make clients ‘value driven’

Travel agents can turn ‘price driven customers’ into value driven ones, and earn money themselves by being engaged and presenting an experience they would not have thought of themselves, the First Travel Group Conference heard over the weekend.

 

Robyn Frong, in the closing presentation at Pullman Auckland said a key was to provide clients with a fantastic itinerary they didn’t even realise they wanted. ‘Value is always emotional and personal.’ She says part of this is valuing your customer. ‘Show them you have their back. If there is a flood or a volcano and they are stuck, you’ll be there for them. A computer won’t do that.

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