Travel agents who find their clients booking with other providers should examine themselves first for lapses in engagement and perhaps less-than-stellar conduct when talking to them on the phone, writes Stuart Cohen, chief motivation officer of Exclamation Points Inc. "Did you welcome them home after their last trip? Travel professionals who are in the habit of welcoming clients home swiftly and consistently achieve the highest levels of customer loyalty. That shows gratitude and a sincere concern that you delivered a successful vacation and achieved a happy client," Cohen writes.

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