"It's almost like a race car. In the Indy, all cars are pretty much the same, it all comes down to the skill of the driver."
It's what TTAND Founder Flemming Friisdahl called "a bit of a weird analogy" - but it works. It is a perfect description of how The Travel Agent Next Door is helping their agents these days. They provide the training, the tools, the support - every possible element an agent needs to develop their skills and then the agent takes over to win.
Go For Gold Agent Decathalon Challenge
It's one of the reasons that TTAND has launched the Go for Gold Agent Decathlon Challenge, leading up to the Olympic Games. There are 10 Decathlon "events" that all agents can take part in to get themselves ready for a busy season ahead.
"We were looking at what could we do that would be uniquely different. And then we came up with the decathlon - 10 different events. We offer training on things like CRM, tour supplier relations, sales, skills, ITC and sun vacations."
TravelPulse Canada has seen the list and there's some cool stuff coming up.
"Most host agencies don't have the resources that we have. We have two full time trainers. It helps us all, the more professional we all look, the more the travel industry looks. And that is important."
Automated Service Fees
Friisdahl brought up the important discussion of service fees, a hot topic first raised after the recalling of commissions at the start of the pandemic. Flemming calls all of his 550 primary agents personally, every six months or so - long before the pandemic started - to get a status update on how they're doing, any feedback they may have.
"One agent she told me when she sends every single customer a letter beforehand that is almost like a mini resume. Here's my education. Here's what I've done, and here's what I charge and if you don't see a value for all this stuff above my experience, my education, and if that doesn't bring value to you, don't book with me. And I think all agents need to do that."
As a result, TTAND now offers an automated service fee system.
"We think the system is amazing. Literally, an agent can go in for service fees, click three or four buttons. And the service fee is added. A beautiful looking document is created that clients can sign online or on their mobile device, it's all automated."
Pent-Up Demand?
"Pent up demand can be a tough description. Is pent up people just ready to book? And then is that pent up or not? I don't know. But, sales so far this month are at about 40% of what it was 2019, versus the first quarter, when it was 9%. I'm expecting next month will be better and the month after will be better. And we're certainly budgeting for that."
In addition to increased overall sales, Friisdahl says they're seeing a trend towards luxury. Speaking with an agent last week, he was told one of their clients upgraded $35,000 just to go to a different category on the same ship.
"Canadians are very clear on traveling in 2022."
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