TIQUE Talks Robin Bradley and Jennifer Jacob

What does ASTA actually do, and why does it matter to you as a travel advisor? Zane Kerby, the President and CEO of the American Society of Travel Advisors (ASTA), joins this episode to discuss the importance of ASTA and its impact on the travel industry. Zane explains ASTA's mission to promote and defend travel advisors at all levels of government, within the industry, and to the traveling public. He highlights the work ASTA is doing to protect travel advisors' businesses, including currently advocating for fair refund policies and fighting against unfair practices by airlines. He also emphasizes the importance of education and professional development for travel advisors, and how ASTA provides resources and courses to support their growth. Tune in for all the details on what ASTA is, what they do on a daily basis, and how their work impacts everything that a travel advisor touches!

 

About Zane Kerby:

As ASTA’s president and chief executive officer, Zane Kerby reports directly to the board of directors on all internal and external ASTA business and is the primary spokesperson for ASTA. Kerby moved to ASTA from a successful career with the Global Business Travel Association (GBTA).

 

linkedin.com/in/zane-kerby

asta.org

asta.org/membership/member-resources

 

 

Today we will cover:


 (01:35) Zane's background and his role at ASTA
 (04:50) Overview of what ASTA does for the travel industry
 (06:50) The Department of Transportation's refund policy and its impact on travel advisors
 (11:00) ASTA's role in supporting travel advisors during the pandemic; advocacy against holding advisors responsible for chargebacks
 (18:20) ASTA's response to American Airlines' unfair practices
 (23:15) ASTA's promotion of best business practices
 (25:30) Courses and resources offered to travel advisers; Verified Travel Advisor program
 (32:00) Advice for new travel advisors
 (35:30) The benefits of establishing face-to-face relationships
 (37:35) Current growth and progress in the travel advisor industry
 (43:15) Opportunities for volunteering and getting involved in ASTA

 

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Surrounding yourself with the right people in the industry can be transformative. Kristin Chambers, owner of TravelLuster and D.A. Luxury Travel, joins this episode to share how she has grown her companies and the initiatives that helped her gain success and land on award lists such as Conde Nast’s Top Travel Specialists and Top 25 All Star Travel Advisors by Travel Agent Magazine. 

 

Hear Kristin’s inspirational journey from starting her own agency during the 2007 recession to founding a full-service host agency in 2015. She emphasizes the significance of building a community and nurturing partnerships to achieve success. She also provides insights into attending industry events (ILTM, Pure, Duco Italy, and more) and the value of curiosity and commitment in advancing your business. Tune in to gain strategies on growing your agency and making a name for yourself in the industry!

 

About Kristin Chambers:

Through Kristin’s modern-day luxury travel consultancy D.A. Luxury Travel (launched in 2006), she and her team cater to discerning vacationers who don’t just want to take trips – they want to experience travel. Her tailored-to-you itineraries for high-end clients boast the ultimate wow factor thanks to Chambers’ Black Book of powerhouse insiders across the globe. With 18 years of experience, it’s her “reach for the stars” conceptualizing that has her on Conde Nast’s Top Travel Specialists list, Travel & Leisure’s A list of advisors for “over the top trips,” and in the Top 25 All Star Travel Advisors by Travel Agent Magazine, and an invite-only Virtuoso Culinary & Ultraluxe membership, to name a few.

 

In 2016, Chambers wanted to create a space in which seasoned and emerging travel advisors could evolve the industry together. And so TRAVELLUSTRE was born, a full-service travel agency that oversees a highly regarded Boston-based portfolio of fellow luxury travel consultants. The group was soon nominated for the “Luminaries, Legends and Leaders” award for its economic generosity within the travel space during the pandemic. It’s this passion that drives Chambers to deliver the extraordinary to her clientele.

 

daluxurytravel.com

 

 

Today we will cover:


 (03:20) Kristin's journey into the travel industry and starting her own agency
 (08:20) Creating a community and supporting fully dedicated travel professionals
 (11:00) Overcoming challenges and embracing an abundance mindset
 (19:50) Defining high net worth clients and the benefits of working with them
 (24:30) Details on specific travel industry events; ILTM
 (30:00) Smaller niche shows; TFest, Pure, Duco Italy
 (36:15) Choosing shows that align with target audience and comfort level
 (37:50) Creating long-term supplier relationships; effective post-show email communication
 (47:35) Landing on award lists and making industry connections
 (49:45) Having silent mentors in the industry
 (53:55) Getting involved in boards, committees, and think tanks
 (57:48) Overcoming fear of rejection and asking for opportunities

 

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Oftentimes, advisors are working to transition from part-time travel planning to a full-time travel advisor committed to their travel career. If this is you, it’s time to take the necessary steps to legitimize your business and elevate your reputation! From the financials to your online presence and external client perspective, Robin and Jennifer walk through all things to consider when establishing a strong foundation for your business. They cover topics such as legal requirements, brand consistency, financial considerations, and organizational processes. They also provide tips and resources to help you get you started. By following these steps, you'll not only establish yourself as a professional in the industry but also attract higher-paying clients and build a sustainable travel business!

 

 

Today we will cover:


 (01:15) Filing for an LLC and obtaining an EIN number
 (02:50) Obtaining errors and omissions insurance
 (09:10) Establishing a professional online presence with a website
 (15:40) Creating an email address with a unique company domain
 (18:15) Setting up a separate business bank account
 (21:55) The need for a credit card processor to collect payments
 (25:20) Working with a bookkeeper and the necessity of tracking expenses and revenue
 (29:05) Implementing standard operating procedures (SOPs)
 (34:25) Why a customer relationship management system (CRM) is so important
 (40:40) Utilizing an organizational system outside of client management
 (43:10) Maintaining consistency in branding and marketing

 

Miguel Campos at Berkshire HathawayMiguel.Campos@bhspecialty.com

 

The Legal Paige

Travel Industry Agreement Templates

thelegalpaige.com/collections/industry-travel-advisor/?aff=143

 

Tonic

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Solstice Collective

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Novo - The ultimate online banking system

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Tique’s Client Communication Templates

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ClickUp

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Listen to Episode 57: 

The Connection Between Brand Consistency And Client Trust with Amandolin Webb

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Knowledge is power, especially when it comes to your business's financials. Knowing your numbers allows you to set realistic goals, make informed decisions, tailor your marketing strategies, and ensure the financial health and sustainability of your business. In this episode, Jennifer and Robin discuss the key numbers that travel advisors need to be tracking, such as operating expenses, total annual revenue, average trip cost, profit margin, and lead to client conversion. They also explain the significance of each metric, as well as tips for tracking and analyzing them. Whether you're a numbers person or not, these insights will help you better understand the importance of knowing your numbers and how to use them to project and achieve growth for your travel business!

 

 

Today we will cover:


 (01:15) Understanding operating expenses
 (04:50) Being aware of expenses and making essential vs. luxury decisions
 (11:35) Ramit Sethi and his approachable financial perspective
 (14:35) Tracking annual revenue and expenses
 (22:55) The importance of fees and commissions
 (28:40) Learning to be financially responsible; saving for uncertain times
 (34:10) Average trip cost and average revenue per trip
 (43:50) Using trip spend data for marketing and forecasting
 (52:00) Tracking lead conversion data to set goals and make adjustments
 (55:15) Calculating the number of trips needed to meet revenue goals

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Listen to Episode 65: Should You Require A Minimum Trip Investment? with Susan Whitson

 

Listen to Episode 41: What We'd Do Today If We Started Our Travel Business Over

 

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Whether in the travel industry or any other field, conflicts and disagreements are inevitable. However, it is how we approach these conversations that can make all the difference. Sonni Abatta, an award-winning TV news anchor with over 20 years of experience in media, joins this episode to discuss political savviness and how to navigate difficult conversations with tact and grace. 

 

Sonni’s extensive experience in journalism and her ability to confront hard topics head-on while maintaining diplomacy and respect make her a valuable resource for understanding the art of diplomacy. Whether it's managing client expectations or dealing with pushback, learn insights on remaining curious, validating others' perspectives, and finding common ground. If you’re looking for tips on how to maintain professionalism in any situation, this is the episode for you!

 

About Sonni Abatta:

Sonni is an award-winning TV news anchor and host of the podcast "We Gotta Talk." With over 20 years of experience in media, she has interviewed presidential candidates, covered high-profile trials, and reported from various locations around the world. Sonni brings her expertise in journalism and current events to her podcast, where she dives deep into a wide range of topics, from news and politics to personal development and well-being.

 

wegottatalk.com

 

 

Today we will cover:


 (02:40) Sonni’s background in media and experience in journalism and podcasting
 (06:15) What is political savvy and why is it significant
 (10:10) Balancing strong opinions and respecting different beliefs
 (14:00) Showing up as the best version of yourself
 (19:20) How to communicate with advisors who have different approaches in the travel industry
 (25:35) Being kind and respectful to others
 (28:30) Developing self-awareness through solitude and reflection
 (32:50) The role of emotional intelligence in maintaining diplomacy
 (36:50) Training yourself to be a better listener
 (40:25) The formula for handling controversies: validate, explain, assure
 (44:20) Examples of using a diplomatic approach to handle complaints

 

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As a travel advisor, unpredictable situations are bound to happen. While handling frustrations or an emergency is never ideal, with the right preparation and mindset, you can handle these situations like a pro! Ashlyn Puckett, Tique’s workflow guru and former client experience manager, joins this conversation to discuss how to stay calm and collected when things go sideways during travel.

 

Learn tips for handling common travel disruptions, de-escalating client emotions, and how to prepare clients for potential travel issues, including providing a walkthrough call and creating a "what to do when" guide. Ashlyn also shares personal anecdotes, tough experiences, and how she handled those situations as they occurred. So buckle up and enjoy the ride of handling unexpected challenges and finding solutions on the go!

 

 

Today we will cover:


 (02:00) Preparing clients for unexpected travel situations
 (08:45) Handling common travel disruptions and the importance of travel insurance
 (24:55) Providing emotional support and de-escalating client emotions
 (30:00) Assisting clients with insurance claims and providing guidance
 (42:00) Problem-solving and flexibility in resolving issues; staying calm in difficult situations
 (43:30) The role of a client experience manager in handling client issues
 (49:00) The impact of DMCs and importance of working with trusted partners
 (52:15) Trusting your gut and avoiding compromising client trust
 (53:25) Offering solutions and maintaining a good client relationship

 

Listen to Episode 61: Auditing Trip Details To Minimize Errors And Enhance Client Experience with Ashlyn Puckett

 

 

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