Have We Become Too "Informal"?
by Penney Rudicil, ECC

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"I go to the seminars, but the other agents around me are talking so much I cannot hear the speaker."

"Have you seen the way travel agents dress at conferences today?"

"I worked really hard to get an invitation for that fam, and then I found out that other agents on the trip had never sold anything and didn't even care if they did!"

While talking with agents over the past few weeks, I have heard lots of stories -- some very funny but, to be honest, some very sad!

As the travel industry changes and the number of independent contractors, outside sales agents, and home-based agents grows, the workplace has become a less formal environment. Although the suit and tie may have been replaced by business casual attire, we are still professionals and need to act as such.

Attending Industry Shows and Conferences

One agent told me about two seminars she attended within a couple of days by two different cruise lines. She said that one was a luxury line and the other a mass market line -- and many of the same agents were at both events dressed very differently. At the luxury cruise show, agents were dressed very professionally, arrived on time, and were courteous when the presentation was being given. A few days later when she attended the other show, many of the same agents came in late wearing very casual clothes (one man even wearing shorts and a football jersey) and, during the presentation, the agents were talking and very disruptive.

Suppliers go to great effort, time, and expense to put together these seminars for us, so as professionals we should be on time, dress appropriately, and always give them our attention.

When you go to church, do you walk in late or talk during the service? No, I bet you don't. Why, then, is it ok to do so at a travel industry presentation? Sure, there are times when we get caught in traffic or with a client and cannot help being late, but you know whom I am talking about. We know those agents that are always and forever late! You can almost count on it.

The agents I speak of above are usually the same ones that run in, take their seats, and immediately begin talking to others sitting around them about anything but the subject at hand. I have been at seminars in which I could not even hear the presentation because others were talking or laughing. This is so disruptive and rude to those around you and especially the speaker.

A couple of weeks ago, I attended an all-day conference in which we were assigned breakout sessions. Now, not all of them were of particular interest to me -- and did my mind wander? Well, yes. What did I do with that time? I took the time to write out my to-do list for the following day on my handheld PC, and then accidentally fell into a game of solitaire. :) But, I didn't bother anyone around me or disrupt the instructor.

When we talk about dressing appropriately, what does this mean? This can be different for different agents. If you are working in a brick-and-mortar agency, the dress code could be stricter. If you are a home-based agent, you may dress more casually in your everyday work environment, but when meeting clients or attending travel industry functions you would not wear the same outfit you might wear when going out to a night club or to a ball game, would you?

Fams

We all love to attend fams. Most of us work really hard to earn the privilege to receive these invitations. That's why it is sad that suppliers feel it necessary to have to send out a notice of how to dress. I agree that getting information about evening activities and suggested dress is a great idea, but the fact that they need to remind us NOT to wear halter tops, short shorts, or bathing suits for site inspections seems a bit over the top. But, you know there are some agents who do not have the sense to wear appropriate attire.

I can tell you about an experience I had once while facilitating a seminar at sea. A young agent came to the seminar in her "string" bikini top and daisy dukes. Now, I know we were on a cruise ship at the time, but come on!

This same agent was talking with many other cruisers about what she paid for her cabin, and what travel agent rates are. We all know this is a no-no.

On another fam that I was on, we had an agent go to the management and almost demand an upgrade in his room. When we are given the opportunity to experience a ship or a resort, we need to be appreciative of what we are given. I say that I would much prefer a full-paying guest/client to get an upgrade than myself. Since when did agents become so demanding?

As a travel agent attending seminars, conferences, and fams, you are not only representing your agency, but OUR industry! Be prompt, dress appropriately, and be courteous!