Making Lemonade Out of Lemons
by Anita Pagliasso

Do you ever have those types of clients who seem to have a black cloud traveling with them? No matter what you do or how meticulous you handle their travel bookings, something always seems to go wrong. You thought of everything from finding the best deal to a Bon Voyage gift. And then, despite all of your efforts, something happens that is totally out of your control. The one thing that we can all agree on when it comes to traveling, “Things go wrong”. Nothing is worse than to have a client return only to complain about poor service, airport security, lost luggage, cancelled flights, etc. However distressing these occurrences can be for yourself and your client, sometimes a problem can be a blessing in disguise if you learn the tactics that will turn it around to your advantage. It can be very reassuring to a client who calls you with a problem to know that they can count on you to go to their defense on their behalf. It’s only when you ignore them, or shrug any responsibility, that you may jeopardize your relationship. Sometimes it’s as easy as saying “I am so sorry that happened to you. I will do my best to make sure that I do whatever I can to make it right for you.” It’s all about attitude and showing concern.

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