Travel Selling 101/ Selling Cruises
by John Hawks

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Step # 1: Deliver 100 percent of what you say you're going to deliver.

Before you worry too much about pounding the pavement in search of waves of new clients, make sure your current service is what it's cracked up to be. Do you respond to calls and emails quickly? Do you send customer documents well before the departure dates? Do you follow up on requests for more information or special add-ons?

Step # 2: Once the basics are there, surprise your clients with above-and-beyond service.

Try to exceed the basic expectations of your clients. As Anita points out in her article this month, fold-out maps and a trip binder (and a bottle of Greek wine!) are the types of stellar customer service that can really turn heads -- and bring you lots of repeat business and referrals!

Step # 3: Treat your new customers from Day One as lifelong friends.

Look at every new client as a potential 30- or 40- or 50-year travel buyer. Treat them with respect -- because today's three-night last-minute-discount cruisers will turn into tomorrow's around-the-world silver anniversary cruisers!

Step # 4: Find ways to make sure your clients remember you.

Too many home-based agents build a client database, and then they never use it! From birthday cards to regular email newsletters, you must retain that "top of mind" presence in your clients' heads, so that they won't be tempted to book their next trips with an online agency or a direct-selling supplier.

Step # 5: Don't be afraid to say "Goodbye" to clients who pose more trouble than they're worth.

Sometimes, travel agents are worried about turning away business -- but, if you don't learn to sort your new clients and weed out the ones who don't bring you any profits, you'll never grow your home-based business for the long haul. Be brave enough to refer clients who pester you weekly in search of a $79 airline ticket to an online competitor, if that switch lets you focus on serving other clients who've asked you to drop by their home to discuss this year's family reunion trip.

Selling Cruises: New Horizons for Disabled Cruisers

Recent court cases involving Carnival Cruise Lines and Norwegian Cruise Line have focused a spotlight on millions of America's disabled cruise passengers, as disabled rights groups have pressed major cruise lines to improve their accommodations and accessibility for travelers who need special assistance or accommodations when they sail.

If you sell cruises to disabled travelers, keep this in mind: Cruise lines carrying foreign flags do not fall under the rules of the Americans with Disabilities Act (ADA) that would force them to follow certain basic standards (such as wider doorways or shower-accessible bathrooms). (These recent court cases may change that fact, down the road.) In the meantime, though, many lines such as Holland America and Princess have begun working more closely with agents who serve these travelers.

When you begin planning a cruise with your disabled clients, ask them to be absolutely honest and candid about their needs. Generally speaking, the earlier you request help such as a cabin designed for wheelchair users, the better your chances of being assigned what your clients will need for a happy vacation. On many ships, the disabled-accessible cabins may be the first ones to go. (And, you should of course confirm that assignment when you receive the clients' cruise documents, to avoid a mix up on the embarkation day.)

Talk to your preferred suppliers about their policies for disabled cruisers. For example, some lines require that blind passengers must be accompanied by a companion. And, in cases such as service animals, the cruise line may actually limit the number of passengers with a particular disability or need on each sailing. Many lines publish "special needs" brochures that will give you the basic rules.

Though it's not always true, it's a good rule of thumb that the newest cruise vessels (especially those built within the past five years) will probably be the most disabled-friendly ships. They're likely to have more cabins (in multiple categories and near elevators) set aside specifically for wheelchair users, deaf or blind passengers, and other special needs, as well as ramps, wider elevators, and fewer barriers on the public decks. Many of the newest ships actually adhere to the ADA standards.

It goes without saying that you should always insure that your clients have adequate travel insurance coverage -- including a health policy as well as emergency medical evacuation coverage -- before they leave home.

When your clients board the ship, encourage them first to inspect their cabin to insure that it's set properly for their needs. If they need ramps, shower benches, raised toilet seats, or other equipment, they should alert their cabin steward right away. Also, it's a good idea to explore the public areas with a ship's map (hint: check the bathrooms near the theater and the dining room to make sure they're accessible).

What about shore excursions? You should check ahead with the cruise line about which trip options are disabled-accessible, especially if your clients have trouble walking or climbing steps.

OSSN agents polled on a recent cruise offered their suggestions for disabled-friendly ships:

Carnival's "Legend," "Pride," and "Spirit" (numerous accessible cabins)

Disney's "Magic" and "Wonder" (14 accessible staterooms on each ship with roll-in showers)

Holland America's "Amsterdam" and "Rotterdam" (a good supply of disabled-accessible inside and outside cabins, plus the world's first wheelchair-accessible tender transfer system)

Princess' "Grand Princess," "Golden Princess," and "Star Princess" (the most wheelchair-accessible cabins in the cruise industry -- and they do a great job with ADA-friendly transfers, motorcoaches, and hotel rooms on their Alaska cruises)

Radisson Seven Seas' "Mariner" (verandah suites located around the central atrium [though a doctor's note is required for booking them])

Royal Caribbean's "Voyager" ships (many accessible cabins, as well as pool lifts)