Oh boy! Don’t get me started. I’m telling you, if you can up your BE game one nudge you’ll have something to take to market and here’s why. Whatever is causing it, I don’t know, but I’m receiving long overdue responses to my emails with CYA statements such as: “I’ve been so busy…” – followed by old, so very old corporate‐speak, “…when the dust settles…” and the famous, “… at the end of the day…” I mean come on! YGTBKM! We’re ALL busy so get a grip you sound like a wimp and that old, and tired corporate spiel just doesn’t cut it anymore. That’s called waffle! In terms of trust and respect, you’ve just lost me and your clients will lose you if you go with the corporate speak, too. No one has time for waffle. Supplier Waffle Whenever you receive this type of response to your enquiries from your suppliers, NEVER pass it on to your clients. Always review the response and go back for a finite answer before, in your own words, you advise your client/s. Remember anyone that is employed by the big guys is usually trying to keep up, stay ahead of the game, keep their job, get promoted. Waffle is the game they play internally and that is called corporate culture. Challenge it, drill down, get the truth. Page 15
Fulfill On Your Promises You must be careful what you promise and although this issue is all about trust, NEVER utter the “Trust me!” phrase unless your position is 100% rock solid. Once those words leave your lips, heading toward the ears of your client, the red flags go up. No one trusts the person who says “trust me” – try sayong: “I have an excellent reputation, let me explain…” When a supplier says “Trust me!” you know it’s not done and dusted. Could be waffle. Save that email. Prove Yourself From here on, you will build your reputation as a trusted travel agent simply through the words you deliver on all channels. Choose your words carefully. Always defer to the clients surname or ask to use the client’s first name or better still, ask how they wish to be addressed. What’s The Plan Going Forward (Waffle!!) Here’s your Trust Us slogan: Our clients rate us as extremely trustworthy and attentive to their needs. Your text would continue along these lines: If you are looking for a travel agent who understands confidentiality, delivers excellent customer service and will address you as a valued client – look no further. Over to you!