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How can you personalize your approach with repeat clients in travel and tourism?

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Repeat clients are the backbone of any successful travel and tourism business. They provide you with steady income, positive referrals, and valuable feedback. But how can you make sure that you are meeting their needs and expectations every time they book with you? Here are some tips on how to personalize your approach with repeat clients in travel and tourism.

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?? Daniel Osman ????

Business Development Director @ TSP Car and Van Hire | Vehicle Rentals

1 Know their preferences

The first step to personalizing your approach is to know your repeat clients' preferences. This means keeping track of their travel history, likes and dislikes, special occasions, and any feedback they have given you. You can use a CRM (customer relationship management) system, a spreadsheet, or a simple notebook to store this information. Then, you can use it to tailor your recommendations, offers, and communications to their interests and needs.

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?? Daniel Osman ????

Business Development Director @ TSP Car and Van Hire | Vehicle Rentals
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In my experience talking to customers in vehicle rental its really important to talk to customers, For many reasons, 1 is to ensure they are trustworthy. the benefit of this is getting to know them as a person then you can understand their needs better and offer a different product that fits their need better. This of course will help you build a report with the customer and the next time you see them you can continue building that long term relationship and really get to know what they want / need

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2 Communicate regularly

The second step to personalizing your approach is to communicate regularly with your repeat clients. This means staying in touch before, during, and after their trips, and providing them with useful and relevant information. You can use email, phone, social media, or messaging apps to reach out to them. For example, you can send them a pre-trip checklist, a welcome message, a mid-trip check-in, a post-trip survey, and a thank-you note. You can also share tips, news, and stories related to their destinations and interests.

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3 Surprise and delight them

The third step to personalizing your approach is to surprise and delight your repeat clients. This means going the extra mile to make their trips memorable and enjoyable. You can do this by adding some unexpected touches, such as a complimentary upgrade, a welcome gift, a personalized itinerary, or a local experience. You can also do this by recognizing their milestones, such as birthdays, anniversaries, or achievements, and celebrating them with a card, a cake, or a champagne toast.

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?? Daniel Osman ????

Business Development Director @ TSP Car and Van Hire | Vehicle Rentals
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Being in vehicle Rental, people commonly book cars at a price point rather than what they want. So when you have a regular customer that you know respects the vehicle and treats it like it's their own, you can sometimes give them a nice upgrade for free that often goes a long way.

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4 Ask for feedback and testimonials

The fourth step to personalizing your approach is to ask for feedback and testimonials from your repeat clients. This means soliciting their opinions and suggestions on how to improve your service and products. You can do this by sending them a survey, a review request, or a testimonial form. You can also do this by inviting them to join your loyalty program, your referral program, or your online community. By doing this, you show that you value their input and loyalty, and that you want to build a long-term relationship with them.

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5 Reward and incentivize them

The fifth step to personalizing your approach is to reward and incentivize your repeat clients. This means offering them some benefits and perks for choosing you again and again. You can do this by giving them discounts, coupons, vouchers, or freebies. You can also do this by providing them with exclusive access, priority service, or special deals. By doing this, you show that you appreciate their business and that you want to keep them satisfied and happy.

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6 Learn and grow from them

The sixth step to personalizing your approach is to learn and grow from your repeat clients. This means using their feedback, testimonials, and referrals to improve your skills, knowledge, and reputation. You can do this by implementing their suggestions, showcasing their reviews, and thanking them for their referrals. You can also do this by staying updated on the latest trends, innovations, and opportunities in the travel and tourism industry. By doing this, you show that you are professional, adaptable, and ambitious, and that you want to provide them with the best service and products possible.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you personalize your approach with repeat clients in travel and tourism?

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1 Know their preferences

2 Communicate regularly

3 Surprise and delight them

4 Ask for feedback and testimonials

5 Reward and incentivize them

6 Learn and grow from them

7 Here’s what else to consider

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