OSSN E-Agent Newsletter

A duplicate binder, minus any commission or proprietary agency information, is created for the group leader or pied piper. With this indexed information at their fingertips, they will then be equipped to answer most questions that arise and eliminate unnecessary calls and emails. Included information is as follows:

Complete cruise itinerary, including information on each of the ports
Ship facts, highlights, and activities for all ages
Driving directions to the pier or airport transfer information
Suggested times to schedule arrival and departure flights
Pre- and post-cruise options
Complete description of cabin categories, including availability, square footage, views
Pricing for single, first, second, third, and fourth person per category
Brochure, complete deck plans, and cabin layouts
Complete list of what is and isn't included in the price
Insurance options
Proof of citizenship requirements
Gratuity guidelines
A complete list of the most frequently asked questions (which include concerns about anything from seasickness to what to wear)

I also provide the group leader with a supply of customized registration forms. Each guest is required to fill out an individual registration. Included in the registration form are questions such as legal name, type of proof of citizenship, date of birth, address, phone numbers, and email address, as well as the following:

Name of roommate(s)
Emergency contact information
Special needs, medical conditions, and any special occasions they will be celebrating
A check box to indicate which category they want (I include the per-person pricing next to the check box so that there is no misunderstanding. Make sure to let them know if bedding for the third and fourth person is Pullman style.)
A place to indicate if this is their first cruise. (If so, I will send them my "First Time Cruiser Guide." If they have cruised before, I ask how many times and I request their past passenger numbers.)
Clearly stated are deposit and final payment amounts along with due dates plus all cancellation and penalties rules
Form of payment and a box to check to authorize automatic use of their credit card for the final payment

Also, they must either decline or request further information and pricing for travel insurance. And, everyone must sign that they have read the terms, conditions and disclaimers that were included in the registration form. (When you have a third-party group leader or pied piper providing information to participants, this is extremely important.)

I then record all of the information gathered into an Excel database for quick future reference.

It's important to keep the group excited, so I send tips and news on the cruise periodically. And when the participants are local, I will arrange for a coffee and dessert meeting so that I can personally give everyone their documents. This gives me an opportunity to meet everyone and to answer any questions. (For a fun dessert idea, take a picture of the ship from a brochure to a bakery who can copy it on the top of the cake. Have them write "Bon Voyage to the_______Group" on it.)

I put together a packet of letters and reminders for the group leader to distribute to the group participants on board. There will be a "Welcome Aboard" letter on my behalf wishing them a "Bon Voyage." If I have provided a bottle of wine or gift for the cabin, I will include a note saying "I hope that you enjoy the wine." (During my last group cruise, the cruise line did not include my agency's name on the gift card and said only that it was from "your travel representative," which I felt was a bit ambiguous. I now include this information in my welcome-aboard note so that the clients know whom the amenity actually came from.) In the packet will also be included pre-printed postcards that I create in a Microsoft Publisher file which will remind them of the time and location for any special events such the group cocktail party or portraits.

Finally, I schedule a welcome-home call to each participant. I find that a call is so much more personable than email or mail. And for the group leaders, I invite them out to lunch or dinner for a follow up meeting on the results of the cruise. This will also be the opportune time to initiate the planning process for group's next cruise.

[Note: This article was published previously in Agent@Home Magazine.]