Asking the Right Questions

I am honored to be returning as a guest on the Masters in Travel (MIT) podcast. In my conversations with Whitney Shindelar and Brianna Glenn , we have covered a wide range of topics related to the travel industry, and I have loved each discussion! Hearing a wide range of voices and topics is so important, and I love that MIT brings them together.

I'm thrilled to share insights from my most recent episode where Whitney and I discussed a pivotal yet often underestimated skill in the travel industry: asking the right questions. This simple yet powerful strategy can significantly enhance client relationships and elevate your travel advisory business.

Ever since I can remember, I've been deeply curious about the world around me. Asking questions has always been my gateway to understanding. In the travel industry, they are not just conversation starters; they are essential tools for identifying and meeting client needs and desires.

Many travel advisors miss the chance to dig deeply, falling into the trap of transactional interactions rather than exploring meaningful dialogues. This is where they falter. Asking open-ended questions can help you build rapport, demonstrate your value, and earn trust from your clients.

Conversations Build Connections

One key insight from our discussion was that real connections are forged through genuine conversation rather than beautifully written emails. Emails are convenient but can often feel like reading search results. In contrast, a direct conversation transforms you from a mere data provider to a trusted advisor.

Whitney shared a perfect example during our conversation about a recent client interaction. She handled a Wimbledon trip inquiry solely through email, which was uncharacteristic for her as she typically prefers direct client engagement. Because it was such a unique inquiry, she dove head-first into researching and sharing logistics. Weeks into the communication, she realized she hadn't explained her process or fees, which made the clients bristle a bit as they didn't understand the value they were getting from her versus doing it themselves. This could have resulted in not only losing the sale but also a lot of wasted time on her end, but she wisely asked if they could schedule a call. By asking thoughtful questions and getting to know the clients better, she got even more intel on this couple and was able to tailor a plan that excited both partners. By the end, the value was clear, and they were ready to move forward with her services.

Beyond Simple Inquiries

When getting to know a new client, the magic isn't in knowing all the answers, but in asking the right questions. We used Alaska as an example, as there are so many different ways to explore this destination.

Rather than straightforward inquiries like, "Why do you want to go to Alaska?" delve deeper with questions like, "What excites you about this destination?" or "Are you interested in exploring by land or sea?" These questions can unlock a wealth of understanding and help you craft a more personalized and meaningful travel experience.

Take it a step further and ask questions about previous trips. Find out where they have been in the past and what they loved or didn't enjoy about those vacations. Even though it's a different destination, their travel preferences will also likely apply to this trip.

One great question that came up during our conversation is, "If I gave you $500 and said you had to spend it all on one evening out locally, how would you spend it?" One person might take their spouse to the best restaurant in town for an intimate, gourmet dinner. Someone else may grab 10 people and choose something less high-end because they value that shared time with friends more than the culinary experience itself. Whatever the answer, it tells you a lot about what the person values.

Crafting Unique Experiences

Crafting unique travel experiences is about designing journeys that are as individual as the travelers themselves. This means delving beyond the typical tourist attractions and tapping into what truly resonates with each client. Not everyone is captivated by the usual must-see landmarks, and that's okay. Encouraging your clients to explore destinations in a way that aligns with their genuine interests — whether it's through local culinary adventures or serene escapes off the beaten path — can create a more meaningful and personal travel experience.

As a travel advisor, giving clients permission to craft a trip that mirrors their preferences allows them to embrace a more authentic travel style, transforming what might have been a routine visit into a deeply personal journey. They don't need to feel obligated to visit every famous site if it doesn't spark joy for them. Some may find more fulfillment in discovering hidden gems or engaging in unique activities that appeal to their passions.

Truly getting to know your clients allows you to craft travel itineraries that focus on the experiences your clients will treasure most.

As a takeaway, I encourage you to lead with curiosity, engage with empathy, and strive for genuine understanding. As a travel advisor, you are offering not just a service but an unforgettable, personalized travel experience. Remember, you don't just plan trips; you help create lasting memories.

Thank you so much to Whitney for inviting me on the Masters in Travel podcast for such an insightful conversation! I encourage everyone to listen to the full recording , as this article barely scratches the surface of our discussion.