TRAMS President Lee Rosen, CTC, says owners and managers of travel agencies should understand their "Repeat Business Rate" and how it affects their revenue. "The fact is too many agents are passive -- waiting for the clients to come back to them rather than having a proactive strategy that encourages and drives clients back," Rosen said. "The trick is to give the clients a reason to come back -- to provide travel options and opportunities that encourage and motivate them."

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