Ep 270 How to Audit Your Client Experience as a Travel Advisor (Prep for Wave Week Replay)

So what does the client experience really include? I've kind of broken these up in the different big parts that I kind of see.

So we have what's happening pre-trip.

We're going over what's happening during a trip and then also post the trip.

I'm not really talking too much about like the marketing funnel or sales funnel.

A lot of these things kind of fall in that line.

I'm really talking about those touch points that you have when you're working with your clients.

So pre-aid trip, Definitely this includes your marketing presence because your client experience does happen, does start working before a client has even worked with you.

So for the case study that I'm about to show you, These people made me feel special.

They made me feel a part of their business even before I ever stepped foot in their business.

This is a brick and mortar business.

So this is even though like many of you, many of us as travel entrepreneurs do not have like a brick and mortar business.

This is what that digital presence really helps you to have is that like, how are you making people feel on your social media? What are you saying when you're going to in-person events and networking? So thinking about, especially when we come over to the audit side of this, what does your website look like, feel like? What does your social media, same questions, what does it look like, feel like? What does your overall digital presence look like and feel like? What is your discovery call process like? It like do you have is everything like do you even do a discovery call? Does it all have to be face to face? Is it a phone call? Similarly with your inquiry form, how does that look? Is it branded to you or did you just use the template that came with your CRM? That makes a huge difference in the client experience and helping people to feel special.

This is we'll cover this a little bit more like client experience is all about how special and how seen and heard that your client feels, because the more that you invest in those types of things, the more they are apt to come back to you to rave about you to all their friends as well.

Similarly, if you're having a landing page for a specific trip or a specific group, what information does that include? And I'm immediately thinking like, if you have special dietary needs or your group has special dietary needs, have you already outlined that? Like, are there special menus that are being created? Like, this is the information that you can put on there.

Are there certain restaurants in the destination that they need to know about that you're gonna pinpoint them to? Are there apps? Because I know Atlee is a gluten-free app.

Are there apps that you can point them to that can help them find these types of dining experiences as well? And then, of course, your process, which does include your agreements and invoices.

And what does that look like? It's...

What it looks like, but also what does it feel like? Is it easy? Is the software that you're using easy? Are you even using software? I hope you are.

I mean, I remember the days back in the 2010s where we were using everything like was scanned in, printed, scanned back and all that.

So at least a lot of these tech are making that process a lot more smooth and streamlined.

During...

What does your itinerary creation process look like? How involved do you want your client to be in that process? Are you asking questions every step of the way? Are there certain touch points where you ask them? Are you communicating that information with them? How are you then presenting your itineraries? Which, if you need some pointers, on sales day, day four, Whitney Schindler session, really great pointers for this.

So stay tuned to that one.

And also, how are you upselling? Because it's not only enough to like give them exactly what they want.

You want to make them feel heard by like keeping within their budget and all that.