To use a travel agent or not?

As owner of Dugan's Travels, a travel agency, I often hear from people saying that no one uses a travel agent anymore. It is true that there are so many websites out there and it is super easy to go to a hotel chain's website and book a hotel for a couple of nights.  Anyone believing this isn't true hasn't seen the statistics showing that 65.8 of all the travel booked in 2011 was booked at the supplier's (ie Marriott, Holiday Inn etc) website.

Does this mean people are over using travel agents?  No not at all.  It is just people tend to use a travel agent for more complicated trips than a simple hotel booking.  Does this mean a travel agent doesn't want this business?  That depends on the travel agent.  At Dugan's Travels we will take any trip big or small because we want to be your go to agent for anything you need.  That being said, when I have a client who does want to make their own hotel booking, I don't shame them or act offended.  I do give them my travel agent number so that they can still do it as they want but then hopefully the agency will in turn get the credit.

I think agents who get mad or angry that someone doesn't use them is just spinning their wheels.  Some people are comfortable doing their own reservations.  Some people are just quick to the point get it done.  They remember at 1am they need a hotel for the  next week business trip.  Why not embrace it and realize that is what our world is like.  I tell friends or family, it is okay if you book it and if you put in my information if there is any problems I can help you.  Otherwise my hands are tied at what I can help you on.  I don't think they can't handle booking a simple hotel for a couple of nights.  My friends, family and clients are smart people! I believe they can do things on their own and if they need me, I am an email or phone call away.

I think as a travel agent I need to know what people are doing and not get offended but learn to embrace it.  This might be while I am still around as an agency while so many others have given up.

So to all your travelers out there, I don't feel it is right for anyone to shame you because you want to book your own travel online... just contact us so that we can have a part of it and help you if you need us!  Once our information is on a booking, we can help out.  It's okay and we still want you to be our customer!

Dugans Travels

It is now 2013 and I can't believe it has almost been 16 years since I first made the step to start Dugan's Travels.  I can hardly remember how hard it was but part of me will never forget.  So many things are different now.  When I first started taking on other moms to help them become travel agents I had no idea what to do.  Now we have a full fledge training program in place.  We now have people of all ages, races, sex, etc.. and there is no set type of person who joins us.

One thing that has been hard is learning how to deal with becoming so successful which in turn has people who want to just tear it all down.  There are so many hateful websites out there.  People posting untrue things for no reason other than to cause issues.  New companies are now coming up to fix the negative things which leads me to wonder who put the negative posts in the first place.

I am learning that all I can do is tell the true story of Dugan's Travels. I know that those who know me and our agency will see those posts for what they are.  Someone said to me the other day I should be flattered because only people who have done well for themselves are a target for people who are angry.  I am not sure if that helps any.

I am so excited for 2013 and what it will bring for the agency.  I know it is going to be an amazing year.

Jennifer Dugan
Dugans Travels

Check your email!

If you are going to offer email for your clients to reach you, be absolutely sure you check your email regularly.  This is a huge mistake so many businesses are making.  If you aren't someone who checks email, then don't put it on your website, business cards or anywhere someone can find it and email you.  It makes you look unprofessional as well as makes the client feel you could care less about their business.

If you are going to be away from email for awhile, set up an auto-responder letting people know this.  It is always easy to do so if you don't know how- contact your internet provider or email provider to find out how.

Smart phones now allow you to check your email quickly and get back to your clients right away.  

I don't know how many businesses I have emailed who never replied.  One business got back to me about a month after I sent her an email and she lost my business because I went with a company who replied to me right away.

Do you have competitors in your area?  Well I bet 1/2 of them will not reply to an email so if you reply quickly you are already ahead of them!

Jennifer Dugan

Is there business out there?

Agents can get very frustrated about finding customers.  I can relate to this because when I started out, I had no idea how to get customers.  I knew travel but I worked in a storefront agency so clients just showed up or were already customers of the agency.  I didn't have to try to get my own customers like I did when I started my own travel agency. 

Friends and family really are the place to start.  Don't feel frustrated when your own family books elsewhere.  Sound crazy?  No it happens all the time.  I still to this day have family members who do not use my travel agency.  But they sure do call when something gets messed up by some online travel website and they are stranded with no help.  The best thing is I can tell them, I am sorry since I didn't book it, I have no control to help you.  Sometimes this is all it takes for someone to get the importance of having a good travel agent.

For the friends and family who do want to help you, they will give your name out to those they know.  So don't be afraid to ask for those referrals.  Make sure friends and family have a few business cards.  Ask them to put a card on their refrigerator at home so when they have guests they see it.

This business is a personalized business.  People like to get referred to you by someone they know.  A great tool is to do photo albums for your clients.  This way when they come back and want to show people their pictures, they will not only show the wonderful moments of their vacation you helped them with but also your name will be displayed to associate the wonderful trip with.   Here is a place you can get photo albums for your business http://www.cruisealbums.com/

Go the extra mile for your customers.  Do you think a travel website (won't mention names) will provide the personalized service you can provide?  No way.  You are a human being who cares about your customers.  That means if you just take the time to go the extra mile for your customers, you will be their travel agent for life.  And they can send you countless new clients who will then send you more and more clients.  Build from it.

So instead of worry about the number of clients you have today, find ways to get a few new customers and spoil them. Then continue on this path until you need to hire someone to help you spoil clients!

You can do it.. just think of ways you would want to be treated and go above and beyond for your customers.  It will come to you if you just get out there and start marketing yourself.