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THIS ISSUE

THIS ISSUE

MARKETING TO MILLENNIALSTHE LATEST IN STATS, DATA & SALES INSIGHT

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INSIDE

SALES EDUCATION FOR THE FRONTLINE CANADIAN TRAVEL PROFESSIONAL JANUARY/FEBRUARY 2018

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ARE SUPPLIERS UNDERCUTTING

AGENTS?

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SELLING JORDAN WITH

G ADVENTURES

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AUSTRALIA’S GOLD COAST:

WHO SHOULD GO

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2 JUNE 2017 CanadianTraveller.net

ContentsJANUARY/FEBRUARY 2018 Volume 33, Issue 1

3 CanadianTraveller.net JANUARY/FEBRUARY 2018

CANADIAN TRAVELLER Travel Agent Edition

CANADIANTRAVELLER.NET

EDITOR-IN-CHIEF Terrilyn Kunopaski

[email protected]

ART DIRECTOR Gordon Alexander

WESTERN REGIONAL DIRECTOR – NORTH AMERICA

James Mohr

NATIONAL ACCOUNT MANAGER Joanne Tichborne

GENERAL ADVERTISING INQUIRIES 1-888-924-7524

[email protected]

ACCOUNTS RECEIVABLE [email protected]

PRESIDENT Brad Liski

PUBLISHER Jennifer Prendergast

ASSOCIATE PUBLISHER & EXECUTIVE EDITOR

Michael Baginski

DIRECTOR OF ONLINE Kevin Hinton

ONLINE EDITOR-IN-CHIEF Ryan McKenzie

ONLINE EDITOR Jennifer Hubbert

CUSTOMER SERVICE Sheila Ross

ACCOUNTS RECEIVABLE Lea Latham

DIRECTOR - CONSUMER MARKETING Craig Sweetman

SUBSCRIPTION HOTLINE 1-888-924-7524SUBSCRIBER ENQUIRIES

[email protected]

CT Magazine, PO Box 57096, Vancouver, BC, V5K 5G6 Canada

CT Magazine is published 12 times per year

Contents copyright 2018 by CT Magazine. All rights reserved.

Reproduction of any article, photograph or artwork without written permission is strictly forbidden.

The publisher can assume no responsibility for unsolicited material.

ISSN 0030-8986

PRINTED IN CANADACanadian Publications Mail

Product Sales Agreement No. 42720012.Postage paid at Vancouver, BC. Return undeliverable Canadian

addresses to Circulation Dept., 802-1166 Alberni Street, Vancouver, BC, Canada V6E 3Z3.

PO Box 57096Vancouver, BC

Canada V5K 5G6Tel: 1-888-924-7524 Fax: (604) 620-0245

W elcome to the first CT issue of 2018! If you’re reading this, it means we’ve managed to avoid nuclear war since the magazine hit the printers and hopefully the weather has been good for business. So far, so good

for a new year, right? At CT, we’ve decided to introduce a few new elements to our magazine over the coming months. You’ll notice our first “exposé” in this issue, which touches on suppliers undercutting agents, based on discussion we’ve observed among the trade recently. We plan on tackling such topics each month but will continue to rely on our readers for input; what do you think are the biggest issues you’re facing as retail-ers right now? In addition, we’re also working on a special issue (coming in April) that will give kudos to your favourite business development managers and call centre rep-resentatives. Want to make a nomination? E-mail me – [email protected]. Looking forward to the year ahead!

Terrilyn Kunopaski, [email protected]

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REGULARS

4 EAR TO THE GROUND The who, what, when,

where, why of the travel industry

6 CAREER DEVELOPMENT Marketing to millennials

8 NEW! EXPOSÉ Is the issue of undercutting

still prevalent?

16 PRODUCT EDUCATION Selling Scottsdale off-season

17 BUSINESS DEVELOPMENT Customer service best

practices that will lead to extraordinary success

18 DESTINATION DIARY What’s new for

U.K.-bound clientele

22 WHAT NOW? With Michael Baginski

COLLABORATIVE FEATURES

10 G ADVENTURES Why Jordan & why now

11 THE SUNSHINE COAST This B.C. haven is

open for business

12 THE GOLD COAST What type of client will enjoy

this corner of Queensland?

14 GOWAY Selling bucket list

travel for 2018

15 THE COSMOPOLITAN LAS VEGAS How to sell this luxe

option on The Strip

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4 JANUARY/FEBRUARY 2018 CanadianTraveller.net

GOWAY ADDS TO GROUPS DEPARTMENTThree new group co-ordinators have joined Goway’s GroupsOnly team: European destination specialists Antonella Pellegrino and Silvia Camolese, and Asia specialist Christine Ji. With more than nine years of experience selling Europe, and having travelled extensively throughout the continent, Pellegrino has also taken on the role of the department’s Europe team lead. A native of Italy, Silvia Camolese has planned and sold special interest groups throughout Europe and North Africa – from pilgrimages to culinary and wine groups, educational, and adventure – for over 20 years. Meanwhile, with experience in selling both Asia and the South Pacific for over 10 years, Ji has travelled extensively to the South Pacific, China, Vietnam, and Europe. Pellegrino and Ji are based in Toronto, while Camolese has joined the core Groups team in Vancouver.

NEW PRINCESS SHIP HONOURS OLD FAVOURITEThose old enough to remember when Princess merged with Sitmar Cruises in 1998 may recall the Sky Princess, a vessel that joined the Princess fleet at the time and continued to sail for 12 more years. In October 2019, Princess Cruises will honour the legacy of its former ship with the launch of a brand new Sky Princess, a fourth Royal-class ship that will make its debut in the Mediterranean. The 3,660-passenger vessel will feature signature elements that have become synonymous with the brand’s best-in-class guest experience, such as a soaring central Piazza-style atrium, Princess Live! entertainment venue, adults-only Sanctuary, Camp Discovery youth and teen centres, outdoor “Movies Under the Stars” theatre, balconies in 80 per cent of all staterooms, and more. Cruises are available to be booked now.

EAR TO THE GROUNDThe who, when, where & why of Canada’s travel industry

L-r: New hires Nella Pellegrino, Christine Ji and Silvia Camolese

Princess Cruises’ fourth Royal-class ship, Sky Princess will debut in 2019.

WHO

WHEN


COLLETTE COVERS THE GLOBE WITH FAM PROGRAMFrom Abu Dhabi to Victoria Falls, Collette has unveiled a wide range of fam trip opportunities for travel counsellors in 2018 and ‘19. The program – designed to give agents the opportunity to experience both the destination and Collette’s service – includes: Highlights of South America; Costa Rica: A World of Nature; India’s Treasures; Exploring the Alpine Countries; Treasures of Egypt; Maritimes Coastal Wonders; The Northern Lights of Finland; Heritage of America; Spectacular Norway; South Africa, Victoria Falls & Botswana; Dubai & Abu Dhabi; and Colours of Morocco. “We know how important it is for our agent partners to see first-hand how our tours operate,” says Collette VP of marketing Courtney Iannuccilli. “We want agents to experience as many destinations as possible to give them the expertise that their clients expect.”Visit: www.gocollette.com/agentfam.

BERMUDA BOOST IN CANADAIncreased visitations from Canada in 2017 and the continued luxury of not one, but two, airlines (Air Canada and WestJet) offering service from Toronto has spurred the Bermuda Tourism Authority to appoint a new agency of record in this country with the hopes of boosting the popularity of the destination even further. Well-known Toronto-based CWW Canada will handle both PR and marketing on behalf of the BTA, whose efforts in Canada have been marginal since its full office heyday prior to the millennium. Bermuda has been a long-time favourite of Canadians, boasting strong Commonwealth connections, colonial history, great year-round weather, golf and watersports, and, of course, it’s famed pink beaches. For information, visit www.gotobermuda.com.

Princess Cruises’ fourth Royal-class ship, Sky Princess will debut in 2019.

Hamilton, Bermuda

WHERE

WHY

(93 per cent), want outdoor or active holidays (82 per cent), and often plan around food and drink (58 per cent).

Referrals are critical to millennials, whether it’s from trip review sites (85 per cent), branded content (80 per cent) or family and friends (77 per cent). And as for social media, which casts an overall 70 per cent influence on millennials, the top platforms are Facebook (57 per cent), Instagram (32 per cent), Pinterest (16 per cent), Twitter (15 per cent) and Snapchat (five per cent).

WHAT DO THEY WANT?“In short: freedom, flexibility and social connection,” says Contiki Canada President Gabrielle Nydam. “The latest study that we conducted shows that millennials are looking for more choice, more free time and also the social component associated with travel. From this data, we realized that while young people may be type-casted as only wanting to do solo travel, in fact it’s quite the opposite. Sure, they crave independence, yet they also want to connect with others on top of experiencing authentic moments during their travels.”

Jeff Element, president of The Travel Corporation (TravCorp) in Canada (which includes Contiki amongst its brands) points out that millennials are not penny pinchers. “It is not about budget travel for this generation,” he says. “They want to stay in nice hotels and eat in nice restaurants and go to interesting parts of the world. They want to spend money on travel. In the past young people used to show off their cars; now they want to travel and take a picture and put it on social media.”

As such, TravCorp research suggests that millennials are also choosing its upscale brands, Trafalgar and Insight, “in bigger numbers than in the past,” with Element noting, “and we haven’t even promoted that to them.”

And while millennials’ penchant for travelling is certainly “good news for the hospitality industry,” that only pertains to “companies who understand millennials’ unique travel expectations,” says Louise Gardiner, senior director, Associate Program Canada, Carlson Wagonlit Travel. “Millennials want to gain experience, recognition, and value by saving, earning, and learning while travelling.”

CAREER DEVELOPMENTBy Michae l Bag insk i


Marketing to millennialsHow & why you should target this influential demographic


IF WE HAD TO CHOOSE A WORD THAT MAY HAVE BEEN the most overused in travel throughout the past 12 months, “millennials” might be it. At this point, travel and other industries have recognized the importance of this demographic

– defined broadly as those born between 1982 and 2002 – and are eager to tap into the segment which Destination Canada calls “the fastest growing travel segment and one of the largest and most influential groups of travellers worldwide.”

And there are numbers to back it up; the Conference Board of Canada’s latest figures show that Canadians aged 15 to 34 made 5.6 million overnight trips in 2016 – activity that accounted for 13 per cent of all outbound trips from this country.

So how can you make sure that you’re up to speed with this increasingly influential demographic? CT takes a look:

THE MILLENNIAL MAKE-UPÖmer Kücükdere, managing director at Nestpick, a global online accommodation aggregator, ascribes the following characteristics to millennials:�A mobile generation defined by their affinity with technology�Well-documented for their highly expectant standards�Will not stay long in a location that doesn’t match their criteria�Have a sense of openness and tolerance �Like to kick back and relax�Travel more at a younger age than any of their preceding

generations

HOW DO THEY TRAVEL?In a report released last October about Canadian travel trends, Expedia states that millennials aged 24 to 35 take 3.1 trips per year on average, for a total of 26 days. This age group prefers to explore international destinations, tackle bucket list experiences and find off-the-beaten path locations, but also, fills their itineraries with museums, historical sites, and arts and culture to a greater degree than “other generations.”

At the same time, they are “destination indecisive” (only six per cent have a destination in mind), as well as seeking value for dollar

HAS THE INDUSTRY CLUED IN?You don’t have to look far to see how all sectors of the industry are catching-up to the millennial demographic with product designed specifically to their unique needs. Some examples:CRUISE LINES: U by Uniworld debuted in Paris in 2017 with the express purpose of providing “immersive, fun and adventurous travel” for 21- to 45-year-olds. AIRLINES: Air France launched Joon in December 2017 as a stan-dalone carrier that breaks with convention, goes beyond the airport gates and is inspired by the new expectations of travellers to offer a total travel experience. TOUR OPERATORS: Contiki will introduce a new travel style in 2018 specifically tailored to millennial clientele. Independent Insider promises guests ultimate freedom and flexibility in a host of Euro-pean cities.HOTELS: This year the capsule hotel concept comes to Canada with the Pangea Pod Hotel in Whistler, B.C., designed for “a genera-tion of travellers who expect more for less and want to spend their money on experiences, not on several hundred feet of hotel room space in which they simply sleep.” DESTINATIONS: Jerusalem is hoping to attract professional travellers in their 20s and 30s with a Millennials Discount Package that gives reductions on hotels and transport, historical tourist sites, festivals and events, and restaurants and bars.

WHERE DO TRAVEL AGENTS FIT IN?“It’s often been said that millennials don’t use travel agents; however, we have found otherwise, but not necessarily in the traditional way by simply walking into the office and reading over brochures,” says Nydam, who notes that a tech-friendly agency is imperative to connecting with this new generation of travellers.

“Millennials love travel agents,” agrees CWT’s Gardner. “They value knowledge, service, and the best thing is, they value us.”

But don’t take them for granted, warns Vision Travel’s Lynda Sinclair. “They demand perfection and you better prove your value,” she says. “If you are charging a service fee, you better prove that you’re giving $50 worth of stuff extra stuff that they’re not

otherwise going to get. We have to continue to surprise and delight these people.”

But any way you look at it, Nydam says travel agents have a unique edge in selling to millennials: “Years of expertise.”

And don’t be afraid, she urges, to “use it to your advantage.”“Become an influencer yourself,” Nydam says. “Go on social

media and dispense your invaluable expertise in the travel field. Make it easier for millennials to book with you.” ✱


TOP 10 C IT IES FOR MILLENNIALS

# CITY COUNTRY BARS CLUBS CONCERTS

WOMEN’S RIGHTS

& SAFETY

LGBT- FRIENDLY

SCOREMILLENNIALS TOTAL SCORE

1 BERLIN GERMANY 96.97 97.88 98.18 90.55 99.40 93.34

2 LONDON UNITED KINGDOM 98.79 98.49 100.00 87.70 98.49 93.28

3 AMSTERDAM NETHERLANDS 95.15 91.21 97.27 94.24 99.70 92.54

4 VIENNA AUSTRIA 92.73 95.46 95.15 86.67 95.76 91.81

5 PARIS FRANCE 97.88 96.97 98.49 82.55 96.97 91.74

6 TORONTO CANADA 89.70 93.03 96.67 92.61 99.39 91.66

7 ZURICH SWITZERLAND 84.55 90.61 94.55 96.73 80.30 91.02

8 DUBLIN IRELAND 93.33 89.70 93.64 88.42 93.33 90.84

9 MUNICH GERMANY 89.09 95.46 96.36 90.91 93.64 90.79

10 EDINBURGH UNITED KINGDOM 88.49 82.42 92.12 90.61 92.73 90.78

Note: Toronto ranked 14th overall for all demographics, Vancouver 19th. Data supplied by online weekend getaway portal and app, weekenGO; for more, visit https://www.weekengo.com/en-EN/study/100-top-destinations-to-spend-a-weekend.html

CLOSING THE SALEContiki has been marketing to 18- to 35-year-olds since 1962 and continues to be at the forefront of the evolution of product to meet the needs of young travellers. Contiki Holidays Canada president Gabrielle Nydam offers some tips to help close the sale:�Know your audience. Millennials are digitally connected,

looking to peer influencers for direction and advice. So, what are you doing to speak with them on their preferred platforms? A mobile-friendly website will make it easier to interact. Use a text service rather than solely relying on the phones, you’ll likely get a faster response time and increase the likelihood of them being a repeat customer due to the easiness of the booking process.

�Social media provides young travellers with the inspiration to travel – whether on Instagram, Facebook or Twitter. Many are visual learners and identify with aspirational messages. A great way to reach these travellers is through photos and video that you can post on your own social media channels; follow your clients and engage them on social media. Speak their language and they’ll likely speak back.

�The millennial audience is driven to authentic stories, and they also consume them on multiple platforms – social media, web mobile or through influencers. They also rely heavily on reviews, referrals and recommendations from third-party sites like fefo, but also friends or travel professionals. We are producing compelling content that inspires young Canadians to travel with us, all while showcasing why to travel with Contiki.

For more tips, enroll in Contiki-U online training courses, which also make agents eligible to go on our great FAMs!


am a member of a FB group for clients who travel to the Mayan Riv (sic). There is currently LOTS (sic) of chatter about Bahia and changes that they’ve made to their past guest program. It seems that members can now only get credited for stays booked with Bahia direct. If they booked with a TA, it doesn’t count. One lady has stayed 23 times and only got credit for two stays since she normally books with a TA.”

“Getting frustrated with resorts that do this,” says one comment on the post. “The Friendly Vallarta offers past guests a very low rate if you call them direct. Nothing I have found can even come close. I have addressed it with one supplier and they told me that they dropped the Friendly because of this practice.”

FOLLOW ANY SOCIAL media group where travel advisors connect to com-municate and support

one another and it doesn’t take long to come across complaints about one supplier or another appealing for their clients’ business direct. It may be a tour operator, more often a hotelier – whether offering a credit that can’t be redeemed if the client were to use a travel agent or a rate that retailers simply can’t match.

But at the same time, as co-president of Ensemble Travel Group Lindsay Pearlman points out, it’s hard to come by a direct-to-consumer supplier campaigns that don’t suggest “contact your travel advisor” as part of the call to action.

So, what gives? Is the issue of undercutting travel agents actually still an issue?

“I believe there was a point in time, several years back, that there was a concerted effort of disintermediation – the attempt to cut out the travel professional to go direct to the customer,” Pearlman tells CT. “Flash forward to today and that activity is still happening, but not to the degree it was.”

Judging from recent online discussions, the observation is spot on.One recent post from the group ‘Agents helping agents’ reads: “I

BY TERRILYN KUNOPASKIEXPOSÉ

Travel suppliers undercutting agents: Is it still an issue?With the genesis of OTAs and direct B2C opportunities, there was a time when travel suppliers were keen on working around the travel agent channel. But is the profession still as challenged in these relationships as it once was?


booking to the agent. If the answer is ‘no,’ we ask if we can recom-mend a travel agent, and then we give them to one of our preferred partners.”

On the topic of tour operators, Sunwing Travel Group is often criti-cized not only for its consistent investment in direct-to-consumer acti-vations but also for its dealings with travel agents. For instance, one travel agent posted to a group: “Anyone else lose their DW (destina-tion wedding) group to Sunwing’s Wedding Vacations department?!”

Weighing-in on the issue, Deana Murphy, vice-president of sales for Sunwing, admits that “a small portion of clients” go directly to them for group bookings and it’s true that product is available through multiple channels, though she adds, “we would never hijack a booking from an agent.

“To the very contrary,” Murphy insists. “We always ask any direct consumer request first if they are already working with an agent or have received a quote.” If it is determined that a customer is working with an agent, Sunwing will work with that agent to secure the group.

“There are times when a customer comes to us and has advised us that they do not want to work with an agent and they assume responsibility for collecting payments, relaying information to the group etc...,” she continues. But, “most people prefer the experience of a good travel agent.”

As for the Facebook posts, Murphy says, “We would encourage agents to speak to their Sunwing business development manager before taking to negative forums.”

“I did have a complaint this week where the agent was given a group quote from us and the passenger advised they got a much better rate from us,” she says, pointing out that there are many sides to a story. “[There was] a timely investigation and many people involved to find out that the passenger did indeed get a lower rate – however the quote was from over three months ago! This is all too often the case.”

As for Bahia, when a representative was asked about the afore-mentioned complaint, he told CT: “The comments are not particularly relevant to Canada, as for a client, it is much cheaper to book via a travel agent or agent website to buy a package.”

“It would be unlikely a client would book direct with Bahia Prin-cipe since prices are quoted in U.S. dollars,” he continued. “However, like most hotel chains, there is an ability to book direct which might suit other markets or corporate groups etc.”

So, what’s the industry to do? It seems the onus is on suppliers to “walk the walk” if they’re “talking the talk” when it comes to their commitment to travel agent partners, but also on agents to re-evaluate their business model if they find themselves frequently plagued by the issue of undercutting. In the end, Pearlman believes all sides can win.

“I believe that it is the travel professional who ensures the right cus-tomer purchases the right vacation for the right value,” he says. “This is a win-win-win – the value that the supplier builds in their product is recognized and not sold to the lowest bidder; the customer, because they are placed with a product that suits their needs (not necessarily the cheapest) and are provided a level of service that the supplier may not be able to deliver; and to the travel professional, for providing the expertise that drives value and loyalty, which ultimately drives compensation. To date, the computer on the desk or the phone in your hand can’t do that as effectively.” ✱

Jen Smolik, a member of The Travel Agent Next Door, told CT that she believes “most suppliers are very supportive of travel agents,” though one recent experience with Excellence Resorts has her reeling. “If clients book direct through Excellence for an air and hotel pack-age, it ends up being about 50 per cent cheaper than any other travel agent supplier,” she tells CT. “I bent over backwards to try to price match one package that a client could find for $7,300 but even my NET pricing was $3,000 more.”

When Smolik inquired with an Excellence representative about the discrepancy, the response was only that the company does not offer commission for packages available on its webpage.

Which begs the question: Why bother working with Excellence and other suppliers that an agent or agents feel undermine their pos-

ition? For Smolik and other agents CT spoke to on the matter, the answer is simple: They don’t – unless it’s a product

their client really wants. And this is where the discussion turns from

one about price to one about value – and not just value of product, but value of service. Do travel advisors really need to work with suppliers that undercut their prices in one way or another?

And do they really need to take-on clients whose main concern is the credit card charge and not the service being provided?

There’s no denying that there are supplier tactics that attempt to eliminate the travel professional in-between, but it seems that many are moving in the exact opposite direction. Take Carnival Cruise Lines, for example, which leaned heavily on the agency channel to rebound after a number of issues impacted consumer confidence in the brand years ago – think back to 2013 when 3,100 passengers were

stranded onboard the Carnival Triumph due to a fire – without power or a working

septic system. Fast forward to 2016 when Carnival Corp.

CEO Arnold Donald said that travel partners are “critically important” to its success. The company

has put money where its mouth is, now offering an enhanced GoCCL Agent Portal, CCL Rewards and a ‘find a

travel professional’ link on its website.Collette is another example of a business that once had a reputation

for its consumer-direct tactics, but in the past two decades has wholly invested in retail partners. As a result, more than 90 per cent of its business comes through travel agents, according Christian Leibl-Cote, senior vice-president of global business, who credits the shift to Col-lette’s efforts in becoming “the friendliest company to the agents.”

What does that mean, exactly? “We don’t allow any discounters to use commission rates to rebate the tour, so we’re protecting travel agents,” Leibl-Cote says. “And, when clients phone into our call centres, the first question we ask is, ‘Do you currently work with an agent?’ If the answer is ‘yes,’ we need to make sure we connect the


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G Adventures puts spotlight on JORDANHow to see sales success with a Middle Eastern destination in high demand by Canadian travellers

KNOW HOW TO UPSELL.G Adventures offers a variety of optional activities including a hot air balloon ride in Wadi Rum to watch the sun rise over the moun-tains and an Aqaba boat trip with opportunities to snorkel and mud baths in Amman. “Clients with more time can consider a combo trip that pairs Jordan with Egypt and Israel,” Montezo suggests.

When it comes to a destination like Jordan, no doubt your clients will have a lot of questions before making the commitment. Ayman Khattab, chief experience officer in Jordan for G Adventures, tells us about common questions he often receives from guests on the ground, and how he responds so you can anticipate your clients’ needs.

“ IS JORDAN SAFE?” Jordan is very safe. The people truly respect and love the royal family which is evident by all the portraits of them in restaurants and stores. They are not compelled by the government to put them up, the people do it themselves! There is cohesion in the country where 65 per cent are of Palestinian and 20 per cent of Bedouin origin, but all call themselves Jordanian. There is tolerance and acceptance for non-Muslim religions where even all the stores are closed on Christmas.

“WHY IS JORDAN MORE LIBERAL THAN OTHER MIDDLE EASTERN COUNTRIES?”Jordan is more liberal than other Middle Eastern countries because of neutral Islam in the country and because of the education system. English is taught at an early age in school and spoken by a majority of the country, surprisingly even more so than some European countries. Queen Rania of Jordan has publically spoken about how it should be a woman’s choice if they want to wear a headscarf and should not be dictated by the government.

“HOW IS JORDAN’S RELATIONSHIP WITH ITS NEIGHBOURS SUCH AS ISRAEL?”Jordan is often thought of as the Switzerland of the Middle East. Despite being surrounded by Iraq, Syria, Lebanon, Saudi Arabia and Israel, Jordan has good relationships with all of its neighbours. Jordan signed a peace agreement with Israel 20 years ago and has open borders where people can travel by car or direct flights. ✱

AS MORE CANADIANS CONSIDER JORDAN FOR THEIR next adventure abroad, G Adventures is highlighting the destination for its travel advisor partners. Not only is it a great option as a Middle East alternative if clients are

hesitant about Egypt, there are varied options – from desert experi-ences in Wadi Rum to historic and iconic landmarks like Petra and Jerash; from trekking in Aijloun and Dana Biosphere Reserve to snorkelling and diving in Aqaba and the Red Sea. So, how do you go about selling it? We asked the experts for insider insight.

UNDERSTAND THE DESTINATION & G ADVENTURES’ OFFERINGS.The best way to describe Jordan is that it’s a peaceful and stable country, according to Sofia Montezo, product manager - Europe & Middle East, G Adventures. Jordan has held a strong neutral, non-interventionist foreign policy which remains peaceful despite the violence taking place in its neighbouring countries. The locals are welcoming and go above and beyond to make tourists feel safe in their country.Petra will lure people in, but highlighting the rest of what Jordan has to offer will close the deal – Wadi Rum Desert, Red Sea blue wat-ers and snorkelling, floating in the Dead Sea, visiting ancient ruins of Jerash and Karak, and the modernity and nightlife of Amman.

THEN, YOU CAN IDENTIFY THE CLIENT.CURIOUS TRAVELLERS: A desire to visit Petra is one of the main reasons why travellers choose to visit Jordan. Whether they are history enthusiasts or just curious, there is a wide range of travellers that have Petra on their bucket list. Plus, those interested in learning about new cultures will choose Jordan for Wadi Rum and inter-acting with the Bedouin people. EXPERIENCED TRAVELLERS: Often travellers who have visited Morocco or other Middle Eastern destinations with G Adventures are more likely to choose Jordan for their next trip. “This could be related to the fact that once you go to these parts of the world and see how welcoming and hospitable they are, you are hooked and want to keep exploring,” Montezo says.ACTIVE TRAVELLERS: Jordan is appealing to active travellers because of the great hiking in Aijloun, or near Petra. FOODIES: Those interested in great food and nightlife will choose Jordan for Amman.

COLLABORATIVE FEATURE

Petra


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Here comes the Sunshine CoastWhy this B.C. mainland paradise is an ideal year-round getaway

NEED TO KNOW

WHEN TO GO: The Sunshine Coast is truly a year-round destination with incred-ible summers, while fall and winter offer up canopied trails for morning walks, tranquil snowshoe and cross-country ski trails, and cozy beachside getaways where visitors can get toasty by a fire and watch the sunset. Visit in April or May for excellent spring season deals.GETTING THERE: Proximity to Vancouver is closer than most think – half the distance compared to Vancouver Island – but due to the mountainous terrain, the Coast is only accessible by boat or plane.BY FERRY: The ferry from Vancouver goes to South Coast communities Gibsons, Sechelt, Pender Harbour and Egmont. A 50-minute ferry that con-nects the south and north coasts is also operated by BC Ferries. Travel is also possible from Comox on Vancouver Island to the northern region.BY PLANE: Clients can take a short, direct flight from YVR to Powell River via Pacific Coastal Airlines and to Sechelt via Harbour Air or Fly! Coastal. From Vancouver Island, both Sunshine Coast Air and Harbour Air operate regular flights from Victoria and Nanaimo to Sechelt. BY BUS: The Sunshine Coast Connector operates from downtown Vancouver to Powell River via select ferry sailings while BC Transit has regular service between the BC Ferries terminal in Langdale and Halfmoon Bay, including stops in Gibsons, Roberts Creek and Sechelt.

ACCOMMODATIONS: There’s everything from bike-friendly hostels to luxury stays with full-service spas, vacation rental cottages, campgrounds, top-notch bed and breakfasts, and quaint inns. Accommodations are plentiful, but there aren’t any chain hotels. GETTING AROUND: Highway 101, aka the Sunshine Coast Highway, is the main highway to all communities in the region. BC Transit also provides service on the North Coast. ✱

BRITISH COLUMBIA’S SUNSHINE COAST IS A YEAR-round destination blessed by great natural beauty, quaint coastal communities, unlimited outdoor recreation and a vast cultural scene – and all on Vancouver’s doorstep. CT’s

Mike Baginski chatted with Sunshine Coast Tourism marketing director Annie Schroeder, who shed some (sun)light on why the region makes a perfect, affordable West Coast getaway for a week, a weekend, or just a day.

WHAT MAKES THE SUNSHINE COAST SO SPECIAL?This section of B.C.’s mainland northwest of Vancouver is known for natural vistas, old growth forests, and a dramatic 180-kilometre stretch of coastline from Howe Sound to Desolation Sound. Mossy rainforests and trail networks beg to be explored and the rugged coastline offers tidal pools teeming with marine life. Numerous freshwater lakes are ideal for swimming, paddle sports, boating, camping, fishing, or just spending time at the beach, while local islands each have their own personality and often a unique cast of characters.

WHO IS THE IDEAL CLIENT?The Sunshine Coast has something for everyone – whether you’re an outdoor enthusiast or someone who enjoys visiting cafés and shopping for local art. Visitors will get the feel for a laid-back west coast lifestyle without the crowds and reconnect with nature, which is reflected in local cuisine, craft breweries, accommodation, local artisans and businesses, and, of course, the residents. It’s truly a special place.

WHAT ARE SOME OF THE ACTIVITIES VISITORS CAN DO?There’s every type of outdoor recreation one could want, from spectacular boating and paddle sports to year-round mountain biking trails that are among the best in B.C., and incredible hiking, including Canada’s longest hut-to-hut hiking trail, the Sunshine Coast Trail. Other activities include rock climbing, golfing, diving, fishing, cycling, skiing, snowshoeing and visiting regional and provincial parks sites like Skookumchuck Narrows and the Tetrahedron. Be sure to visit farmer’s markets, dine at the diverse restaurants, browse through museums and art galleries, and check out local festivals and events.

CAN VISITORS EXPERIENCE FIRST NATIONS CULTURE?The Sunshine Coast is home to the traditional territories of the Squamish (Skwxwú7mesh), Sechelt (Shíshálh), Sliammon (Tla’Amin) and Klahoose First Nations. Part of the larger Coast Salish people, they engaged in fishing, hunting, and trade, and were noted for their totem poles, cedar canoes, and unique language. From artist demonstrations to education about the ecosystems, First Nations residents are ready to share their history and rich culture.

WHAT RESOURCES ARE AVAILABLE TO TRAVEL ADVISORS?A wealth of information can be accessed through Sunshine Coast Tourism and visitor centres in Gibsons, Sechelt, Pender Harbour and Powell River. Visit www.sunshinecoastcanada.com or connect on Facebook, Twitter and Instagram.

COLLABORATIVE FEATURE

DID YOU KNOW?Sunshine Coast town Gibsons may sound familiar to many as the setting for the long-running Canadian TV series, The Beachcombers (1972-90). The show was filmed there and used the real identity of the town; fictional café Molly’s Reach was created for the show and has since been converted into a restaurant, while the boat “Persephone” was donated to the town.


By CT Sta f fCOLLABORATIVE FEATURE

Why sell Australia’s Gold Coast with Travel2This Queensland gem might be the beach vacation on the other side of the world your clients are craving…

YOU HEAR A LOT ABOUT SYDNEY, MELBOURNE, Perth and Adelaide but when it comes to selling Australia, there’s another world of opportunity located on the coast. The Gold Coast, that is.

Situated on 70 kilometres of beaches with abundant waterways and a sub-tropical rainforest, the Gold Coast is a diverse destination in the Southern Hemisphere that will appeal to a wide array of clien-tele, according to Michael Thurston, manager – global partnerships with the Gold Coast Tourism Corporation.

“The Gold Coast offers the best of Australian experiences in one stunning location,” he tells CT. “With short driving times, clients can enjoy the best beaches, eclectic beach villages, stunning hinterland, iconic Aussie experiences and a genuine classic surf culture.”

It’s the type of place Thurston says travellers will adore on its own, or, in the more likely case for Canadians, as part of a more in-depth itinerary throughout Australia. But what sets this little corner of Queensland apart from the rest of the country and what should travel advisors know to effectively sell the destination? Together with Thurston, CT has compiled this tip sheet:

TOP TAKE-AWAYSIt’s clear that if there’s any defining feature of the Gold Coast, it’s the beach. Not only are water activities such as surfing and paddle boarding part and parcel to the Gold Coast experience, but this is where you’ll find a vast selection of world-class restaurants, or, for a DIY experience, use the free barbecue facilities at just about every beach where an outdoor kitchen is available.Locals claim that a “distinctive energy” sets the Gold Coast apart, “and that energy is the connection to our people…that promises to ignite, inspire, re-connect and to make you feel alive.”

The great climate year-round combined with the variety of iconic attractions has made the Gold Coast a popular destination for Canadians. In addition to the weather and sights, the laid-back nature of the locals has a strong appeal for our Canadian visitors. Additionally, with direct service from Vancouver to Brisbane (one hour drive from the Gold Coast) with Air Canada and good flight options via the U.S. with Qantas, Virgin Australia and Hawaiian Airlines, the Gold Coast is easily accessible for Canadian visitors.

Clients with any of these three interests will enjoy a Gold Coast getaway:BEACH LOVERS: The Gold Coast offers a range of surfing and stand-up paddle boarding schools, whale watching, jet boating and other high-octane tours, eco-adventures and more.OUTDOOR ENTHUSIASTS: With more than 100,000 hectares of the World Heritage Listed Gondwana Rainforest at its doorstep, there is an abundance of walking trails and stunning scenery on offer. Plus, the Gold Coast hinterland provides visitors with plenty of stunning scenery, food and wine trails, quaint and quirky villages, and native wildlife. FOODIES: The Gold Coast’s food scene continues to evolve, with a broad spectrum of dining options that extend from quirky cafés and food trucks to wine bars and craft beer taphouses. As a few recommendations: Book clients reservations for beachfront hotel dining in Surfers Paradise, rooftop seafood in Burleigh Heads or Asian fusion in Broadbeach. Alternatively, recommend they head to the hinterland to follow one of the food and wine trails or sample tasty delights direct from the boutique producers that abound in the region.


GEOGRAPHIC GUIDEHere’s a straightforward guide to the Gold Coast’s prominent neighborhoods and the experiences each offers:

SURFERS PARADISE:For the young or young at heart, Surfers Paradise is an eclectic and energetic destination. Since the days of the original Surfers Paradise Hotel, this has always been an entertainment playground famous for its world-class nightlife venues, international events and vibrant atmosphere. The new foreshore is bustling throughout the day with walkers, cyclists and skateboarders taking advantage of this beachfront boulevard vista overlooking the surf and sand. Like the Surfers Paradise of yesteryear, beachside shopping, dining, bars and clubs continually offer the complete holiday experience all in one compact destination package. Surfers Paradise comfortably maintains its position as the good-times hub of the Gold Coast, so there’s no better time than now to rediscover this icon.

BROADBEACH:For those looking for a little more refinement, Broadbeach offers stunning dining, beach and shopping. “Broadie,” as the locals call it, boasts beautiful beaches surrounded by parks, where weekend markets and weekday yoga classes entertain the masses. Broadbeach Mall is a great place to wander, peppered with roving street artists and framed by alfresco dining, with everything from gourmet delis, to bistros and brasseries.

BURLEIGH HEADS: Defined by a somewhat “hipster” vibe, Burleigh Heads is ideal for young adults. A beautiful beach, eclectic dining and craft brewery scene mark the spot. Surfers and avid swimmers will love it because, on a day when it might be a little choppy everywhere else along the Coast, there’s likely a protected corner at Burleigh in which to dip. But those who prefer to keep their feet on land will love it just as much, as Burleigh Heads National Park which wraps around the headline, offering views of the ocean while visitors enjoy its walking trails and wildlife.

SOUTHERN GOLD COAST:For those travellers looking for a more relaxed pace and to enjoy the ultimate beach lifestyle, the Southern Gold Coast will suit them just fine. Here, visitors soak in the views of Surfers Paradise skyline in the distance and simply slow down. Snapper Rocks is, without a doubt, the Gold Coast’s most popular surf beach, offering favourable conditions for board-riders; Snapper has good clean waves and probably the best barrels on the Gold Coast. (Surfer clients will get the lingo.)

WANT TO KNOW MORE? The Gold Coast Tourism Comm- ission recently revamped its web-site, www.destinationgoldcoast.com, which they say “is the perfect starting point for discovering what our destination has to offer.” Travel advisors can sign-up for access to thousands of images plus a wide range of videos, brand assets and

editorial copy. The trade section of the site houses a variety of industry-specific information about the destination (www.destinationgoldcoast.com/trade).

Or, contact Travel2 for more information and to book. Two Gold Coast packages are available with exclusive bonus offers for clients to help secure the booking, only available with Travel2.

6 DAY GOLD COAST WILDLIFEIncludes five nights, a VIP exclusive Koala experience at Currumbin Sanctuary, a two-hour surf lesson at Surfers Paradise on the Gold Coast, and more.More info: travel2-ca.com/packages/931

6 DAY GOLD COAST ADVENTUREIncludes five nights, a 30-minute hot air balloon ride with breakfast, a Dolphin Discovery Cruise, and more.More info: travel2-ca.com/packages/932

GETTING THEREBrisbane Airport is the main international gateway located one hour due north. Clients can catch the train from the International terminal straight to the Gold Coast. Additionally, the Gold Coast airport located at the southern end of the city is one of the best connected domestic airports in Australia, meaning the destination is perfect for the ever-popular multi-destination Australian holiday.

NEED TO KNOW The Gold Coast is home to the best collection of beaches in Queensland. With 57 kilometres of stunning shoreline and crystal-clear waters that house 21 beautiful beaches it is no won-der the destination has this reputation. The Gold Coast Hinterland has more than 100,000 hectares of World Heritage Listed Gondwana Rainforest. Pop a cork at boutique vineyards, sample local produce and be taken in with local arts and crafts in Mount Tamborine. Trade your sandals for shoes and hike one of the walks at Lamington or Springbrook National Parks.In addition to its famed beaches, the Gold Coast has an abundance of stunning waterways. In fact, there are more canals than Venice!The Gold Coast has more attractions than any other destination in the southern hemisphere.The Gold Coast averages 245 days of fine and sunny weather each year, and those rainy-day exceptions typically fall in the summer period.

WEATHER WATCH

SUMMER December - February

Average temperature: 20-28°C

AUTUMNMarch - May


WINTER June - August


SPRINGSeptember – November



By Michae l Bag insk iCOLLABORATIVE FEATURE

Goway’s top six destinations to help fill your client’s bucket list B

UCKET LIST TRAVEL EXPERIENCES come in all shapes and sizes. For some it might be something grandiose, like seeing the Pyramids

in Egypt, while for others, simply lying on a beach gazing into a blue-green Tahitian lagoon may be all it takes.

Either way, Goway Travel is happy (and qualified) to help organize almost any ex-perience, regardless of the complexity of de-sire, or travel. However, with six distinct tour divisions that cover most of the globe, the tour operator also has plenty of ideas of its own that might help provide a spark for, not just for the trip of a lifetime, but a dream that your client may not even know they had.

Consider these Goway bucket list mainstays:

DIVE AUSTRALIA’S GREAT BARRIER REEF The GBR is the world’s largest coral reef system and a mecca for divers and snorkellers around the world. Goway notes that fledgling divers can take a certification course there while experts might consider an expedition dive vessel. Both divers and snorkellers can spend a night on the reef, under the stars, while those who don’t want to get wet can see the reef’s amazing aquatic life from a semi-submersible submarine. Hidden gems include a four- or five-day luxury boat cruise, a luxury island stay on Lizard or Orpheus islands, and checking out the above-ground wildlife on Heron Island in the Whitsundays.

MARVEL OVER MACHU PICCHUThere’s no wrong way to do Machu Picchu, both Peru’s and South America’s top bucket list experience. Active travellers can hike the Inca Trail, exploring and camping for several days en route, or simply day-tripping via scenic train ride to the ancient citadel of the Incas. Those who want to trek without leaving luxury behind can do so on Goway’s Luxury Inca Trail itinerary, featuring Bedouin-style tents with top service and support, and top-notch hotels for a good soak when the journey’s done.

MAKING THE MOST OF MIGRATION

Migration time in East Africa is an experience beyond compare, but the key is being in the right place at the right time to maximize viewing of Kenya and Tanzania’s annual mass movement of animals – from zebras to wildebeest plus the predators that follow them. And there’s no better place to see it than in a hot air balloon safari soaring high above the Serengeti. When not flying high, Goway has scoped out accommodation in prime migration spots. An unforgettable add-on is a visit to an authentic Masai village.

STAY IN AN OVERWATER BUNGALOW IN BORA BORA

Whether over or under the water (or presumably both), visitors to Bora Bora will never be bored. The ultimate experience in this corner of Tahitian paradise is to stay in an overwater bungalow, spoiled by not only the view, but plunge pools and breakfast delivered by outrigger canoe. Best of the best is an “end of pontoon” (end of the row) overwater bungalow for unsurpassed views of Mount Otemanu. When it’s time for a dip in Bora Bora’s renowned clear turquoise waters, Goway can arrange for an excursion to go swimming with manta rays and reef sharks; partaking in a sunset catamaran cruise or a deep-sea water spa treatment at the InterContinental Bora Bora Resort & Thalasso Spa, or having lunch on a private islet, is just icing on the cake.

AUDIENCE WITH THE POPE

There are plenty of places in Italy that individually qualify as bucket list destinations, but why not think of the entire country? Goway also recommends these unique experiences to sweeten the pot: A sunset cruise along the Amalfi coast as colourful hillside villages slide by; be a movie star for a night, sipping prosecco on a private canal cruise at sunset in Venice; or ponder the cradle of the Renaissance as you gaze from the top of the Duomo in Florence on a VIP tour. If you think that’s otherworldly, how about actually being blessed by the Pope during the pontiff’s weekly message at St. Peter’s Square? Believe! Goway can make it so.

FALL FOR THE GREAT WALL What makes seeing the China’s Great Wall even greater? Seeing it with a glass of champagne in hand, as Goway clients do while strolling the 2.5-kilometre Badaling sec-tion of the wall. To take the experience to another level, a four- to five-hour hike between Gubeikou and Jinshanling reveals the most remote and best-preserved section of the wall, while those who want the ultimate experiential experience can work with professionals doing restoration work. It’s said that the Great Wall can be seen from space. Alas, that may be the only bucket list experience that Goway isn’t yet able provide. ✱


The stand-out on the StripHow & why to sell The Cosmopolitan of Las Vegas

FROM THE BUYERS:“What I love about The Cosmopolitan is that they always put their own special twist on everything; nothing is standard or ordinary. Their restaurants always have a signature dish that is unusual, their bars always make their drinks in a unique way – guests will find an unexpected experience at every turn. In terms of target clientele, I believe The Cosmopolitan appeals to a cosmopolitan person; someone who is worldly and sophisticated, but doesn’t take themselves too seriously – someone who can enjoy the playfulness that The Cosmopolitan offers.” - Barbara Polanco, product buyer, WestJet Vacations

“It’s all about the private terraces! They’re my favourite. The rooms are already gorgeous and when you step outside your room and overlook the heart of the Strip, it’s pretty mesmerizing. I would suggest spending a couple of hours at The Chandelier – it’s a multi-story visual wonder housing three unique bar experiences. And, for those who love to ‘people watch,’ you never know – you might run into someone famous!” - Nancy Jeronimo, product buyer, Air Canada Vacations ✱

WHEN IT COMES TO LAS VEGAS, THERE ARE ABOUT as many ways to experience it as there are lights along the Strip, and choices of accommodation are no different. Since opening in December 2010, The Cosmopolitan of

Las Vegas has made a name for itself, offering a unique experience and stay that has set it apart from the iconic properties that Vegas be-came known for, when Vegas became known. In collaboration with The Cosmopolitan, CT takes a look at its unique value proposition:

SO, WHAT SETS THE COSMOPOLITAN APART?The main differentiator is that it is an independent property, with a smaller footprint and more personal feeling attached to a stay there, say representatives. Plus, The Cosmopolitan is the only property on the Las Vegas Strip to feature private terraces in the majority of the rooms. There is a vast collection of dining venues to choose from, including restaurants from José Andrés, Chris Santos, Christina Tosi, David Chang and other world-renowned chefs. Guests can enjoy three unique pool districts, Sahra Spa and Hamman, and a on-site casino that spans nearly 31,000 square metres.

TARGET: CHIC, EDGY CLIENTELEFrom the moment you walk into The Cosmopolitan, you get a sense of what this place represents. Floor-to-ceiling columns wrapped in digital screens with unique displays of film, photography, and 2- and 3-D animation are the opening scene upon arrival, and set the stage for the upscale, trendy, chic stay visitors are sure to enjoy here. Think of the target clientele as more of a psychographic than a demo-graphic, representatives say. “They have the mindset of wanting a non-traditional luxury and Vegas experience that offers service and amenities with a modern, luxurious twist.”

FYIWestJet Vacations is currently running a “Fourth Night Free” promotion with The Cosmopolitan (based on 25 per cent off each night of a four-night stay), as well as the “Wicked” promotion which includes two buffet breakfasts at the Wicked Spoon Buffet per stay (plus 20 per cent off on varying two or three night stays).


730 0 E . Gainey Suites Dr iveScot tsdale, A Z 85258

80 0.970.4666 • 480.922 .6969

gaineysuiteshotel .com

Style & Value in the Heart of Scott sdale Stay and play at the upscale boutique located in the heart of exclusive Gainey Ranch, Scott sdale. Enjoy a complimentary full hot breakfast buff et & evening reception daily, plus free WiFi. Next door, explore great restaurants and shops, pamper yourself at the spa, or tee it up some of the best courses in the Valley of the Sun. Visit GaineySuitesHotel.com to book your getaway today.

17-GAIN-3122 CanadainTraveller R02.indd 1 12/21/17 4:29 PM

Selling Scottsdale in the off-season

GOLF:

With 51 local golf courses and more than 200 in the surrounding area, no doubt that clients looking to take a swing at something different should consider Scottsdale. The Troon North Golf Club’s award-winning Monument course completed a three-month improvement project last summer, while the Phoenician Golf Club is undergoing a complete redesign and rerouting, transforming the club from a 27-hole facility to an 18-hole course.

SPA:

Clients seeking some peace and quiet in a beautiful, serene setting have more than 50 day, resort, and health spas to choose from in Scottsdale. Have travellers spend one afternoon enjoying the transformational treatments at VH Spa at Hotel Valley Ho, and the next indulging at The Spa at Camelback Inn. To get it all in one place, suggest the Gainey Suites Hotel for quick access to The Spa-Gainey Village. If the choices weren’t already plenty enough, the new Phoenician Spa will be opening this spring, featuring a rooftop pool, Drybar and signature spa treatments.

OUTDOOR ADVENTURE:

With the Sonoran Desert and Sedona Red Rock Country in its backyard, Scottsdale proves an epic choice for outdoor adventure enthusiasts. Clients can opt for guided hiking tours and mountain biking, or water activities such as rafting and kayaking. To enjoy the outdoors without the physical activity, off-road Segway tours or hot air balloon experiences might be just the thing.

DINING:

There’s plenty to entertain the masses in pedestrian-friendly downtown Scottsdale, especially those looking to satisfy their appetite. Aside from walking food tours and wine tastings, there is a diverse food culture and restaurant scene that offers everything from traditional Southwestern fare to Spanish flavours, fine dining to casual. As recommended by Travel + Leisure, suggest Barrio Queen or Pig & Pickle, though with about 800 restaurant options in Scottsdale, those are hardly the only options on the table. ✱

Petra

By CT Sta f f PRODUCT EDUCATION

SNOWBIRDS REJOICE FOR SCOTTSDALE, an Arizona hotspot especially inviting for travellers flocking south to escape the cold Canadian winter. But the destination has year-

round appeal for a variety of reasons. CT evaluates.


HERE ARE NINE CUSTOMER SERVICE BEST PRACTICES that need to be embraced by every employee in your company, every day that they’re on the job. I’d even argue that calling these nine customer service principles “best

practices” is to understate their importance. These are bedrock customer service essentials that I use (with

some variation) on each of my customer service consulting engagements and initiatives; I promise you 100 per cent that they can help you create truly exceptional customer service if – and only if – you reiterate them at every possible juncture to your employees. I suggest you distribute them companywide, and paste on your break room wall and everywhere else that has good visibility. The results will blow you away. 1. We are in the business of 100 per cent customer retention. If you ever feel you are on the brink of losing a customer, do everything you can personally, or call in assistance from others in the organiza-tion, to salvage the situation.2. You can never win an argument with a customer. Even if you “win,” our company still loses. In other words, we are paying you to not argue with customers, to not “win,” to not “prove some-thing.” Your paycheque is how you win, not through your debating prowess.3. Even though a customer isn’t always right, it’s your job to make them feel that they are. Never flat-out state that a customer is wrong. Patiently restate your position.

Example 1: Avoid saying, “You’ve owed us $500 for three months.” Say, “My records appear to show a 12-day balance of $500. Does this match your own records?”

Example 2: Avoid saying, “But you signed for that package this morning.” Say, “FedEx’s website seems to indicate that...”4. If a customer leaves a message by e-mail, voicemail or text that implies they are expecting a callback, return the message the same day (ideally, the same half of the day), even if you don’t yet have a complete answer to their question. If you don’t have the info yet, communicate that to the customer. If there is a problem, it is better to keep them informed and updated rather than to wait for them to call you or try to squeeze by. Everyone makes mistakes – it is how you handle them that keeps customers coming back.

5. Make it easy for the customer to give us their business and their money. If they don’t want to do business the way we usually do, then try to do business their way. Our company’s procedures are the best we’ve come up with, but they’re not perfect, and, even if they were, one size definitely does not fit all customers. If someone wants something different, try your best to give it to them.6. Don’t assume that you have the solution when a customer’s problem comes up; be sure to get input from the customer as well. Find out what they consider a solution rather than assuming that they want the same thing that you personally would choose. Some customers value money more than time. Some people value time more than money. If you don’t find out what the customer wants (or work it out with them), you may spend money and effort on a “solution” that is of no value to them.7. How you say (or write) something is as important as what you say. Those small words – “thank you,” “how are you,” etc. – are crucial, as are using the customer’s name – with the right pronun-ciation or spelling – whenever appropriate.8. Every customer stands at the centre of their universe; make sure they feel that they’re at the centre of yours as well. Custom-ers predominantly care about themselves and the people they care about (which probably includes you tangentially, at most). This may not seem fair, but it is to our company’s advantage that you recognize this reality. When they contact you, make it seem like you were sitting around waiting for their phone call or their e-mail to get their order out, and so forth. Unrealistic as it seems, this is how the customer views the universe. It is by honouring this, rather than pushing back against it, that you put our company in the best pos-sible light.9. Keep your attitude fresh. Even if this is the 80th order you’ve worked on this week, the experience is the only one for that cus-tomer, and it needs to be as fresh for them as it was for your first customer. ✱

© 2017 Four Aces Inc., Micah Solomon, PresidentMicah Solomon is a customer service consultant and thought leader, customer service keynote speaker, trainer, and bestselling author. His latest book is called The Heart of Hospitality. Find him online: www.micahsol omon.com.This piece was originally published by Forbes - https://goo.gl/vqSyfD

Nine customer service best practices that will lead your company to extraordinary success

BUSINESS DEVELOPMENTBy Micah So lomon

By Michae l Bag insk iDESTINATION DIARY

Royal family milestones set to raise Great Britain profile in 2018


LEAVE IT TO THE ROYAL FAMILY TO GET THE BUZZ about Britain going. With one out of every 45 Canadians vis-iting England and/or Scotland, Wales and Northern Ireland annually, the destination is already a clear favourite. Throw

in a royal wedding and a third royal baby for 2018, and the ante has been upped. The resulting publicity will create an even higher profile than usual for Great Britain and, if history repeats itself, inspire increased interest from potential travellers well beyond the vows and wows of the royal family.

With this in mind, CT offers but a small sampling – derived from the recent Destination Britain North America (DBNA) event in Los Angeles – of what the U.K. travel industry, and some Canadian suppliers who send people there, are planning this year. With luck, it might just help put the “great” in your client’s visit to Great Britain in 2018:

With Trafalgar noting Visit London statistics suggesting that Will and Kate’s engagement and wedding in 2011 led to an uptick of Canadian visitors, the tour operator says now is the ideal time for clients to book a trip to celebrate this year’s royal festivities. A perfect option, company execs say, is its eight-day London Explorer tour, which includes a complimentary royal afternoon tea for two at The Milestone five-star boutique hotel across from Kensington Palace, along with an excursion to Windsor Castle and

St. George’s Chapel, the romantic spot where Prince Harry and Meghan Markle’s Royal Wedding will take place in May. Another option is the nine-day Delights of London and Paris guided vaca-tion, which combines London’s regal sites with the romance of the French capital.

2018 will see the full launch of Historic Royal Palaces’ online group booking and Travel Trade B2B online booking service. Initially for bookings at the Tower of London and Hampton Court Palace, the service will allow travel advisors to make palace

L-R, VisitBritain’s executive team: Carl Walsh, Emma Wilkinson, Carol Dray, Gavin Landry, and Paul Gauger, and British Consul General Michael Howells – celebrate the recent Destination Britain North America showcase on the top of Loews Hollywood Hotel.

London’s Millennium Bridge

2018 IT’S TIME

Visit trafalgar.comCall 1800 352 4444See your travel agent

TO DRINK CHAMPAGNE AT A 17TH-CENTURY FRENCH CHATEAU

bookings at their convenience and to print e-tickets that will cut down onsite queuing for clients, allowing more time to enjoy the palaces. Register at [email protected].

Liverpool marks its 10th anniversary as a European Capital of Culture this year. The 2008 designation injected life (and much needed capital funds) into the northern city, helping transform it from a faded industrial giant into a vibrant modern city. Major events will include The Giants (huge puppets walk-ing the streets), Tall Ships (May), and the 30th anniversary of Tate Liverpool with a special exhibit featuring China’s Terracotta Warriors.

Alnwick Castle in Northumberland, per-haps recognizable for its roles in Harry Potter and the Philosopher’s Stone and Downton Abbey will continue to offer film location tours this year, but will also introduce new battle re-enactments and exhibitions for those interested in the historical bonafides of the 700-year-old home of the Percy family. Potter fans can also take part in broomstick training from April to the end of October.

Before tourism, chocolate was the main industry of York – in fact, approximately five million Kit Kat bars are still made in the city today. To discover the city’s heritage as “Brit-ain’s Home of Chocolate,” visitors can now follow the Chocolate Trail, which features nine stops, including the Chocolate Story museum, all detailed on a downloadable map. For info, and chocolate-themed hotel packages, go to www.visityork.org/chocolate.

Navigating the opportunities presented by the U.K.’s wealth of attractions could be a full-time job – and that’s precisely what Sue Lovell of An English Collection does: help travel advisors and the travel trade make the most of her roster of “hand-picked” eclectic “must-see” places in England, whether it’s simply providing information, helping develop tour itineraries or even arranging tours. Sites range from the JORVIK Viking Centre in York to the World of Wedgewood, London’s Houses of Parliament and special events like the Great Exhibition of the North in 2018. For information, write to enquiries@ anenglishcollection.com.

September will see the opening of the new Exploration Wing at the National Maritime Museum in Greenwich, outside London. It will house four new permanent galleries spanning Pacific and polar exploration and Britain’s maritime past. Entitled Pacific Exploration, Polar Worlds, Tudor and Stuart Seafarers, and Sea Things – the gallery will


“Broomstick training” at Alnwick Castle in Northumberland.

London’s Millennium Bridge


TAKE 5WITH GAVIN LANDRY

Vis i tBr i ta in Execut ive V ice Pres ident , Amer icas

To what do you attribute Canada’s skyrocketing visitor numbers to Britain both in 2016 and 2017?Britain has an extremely special relationship with Canada as part of the Commonwealth and we’ve been very fortunate to have terrific relationships with trade partners throughout the whole of Canada. One out of 45 Canadians visit Great Britain, as opposed to one of 95 Americans, and I think that makes a very strong case for the perception of Great Britain and their understanding of all the things that Britain has to offer, on the London-plus basis. We did an analysis on the number of room nights outside of London and Canada skewed much higher than our global average. If we continue on this path, there’s a chance we could eclipse the all-time visitor volume for Canada, which we have not seen for a number of years.

It seems that the high-profile terror incidents, while deplorable, are being taken in stride and not scaring visitors off.Tourism is an incredibly robust industry and our handling of pre-vious threats has been perceived by the public as being positive. If you look at our uptick (in visitations) and future bookings, it tells us that tourism is incredibly robust.

As you say, Canadians tend to be well versed in Britain, but what are some opportunities they may not know about?We talk about three hubs: food and wine, rail, and luxury. The idea is to dynamically challenge consumer perceptions – it’s not just fish & chips. For example, we do have incredible luxury properties and experiences throughout the whole of Great Britain, not just downtown London. We want to put people on the path to run into things that are already there. There is so much product that is yet to be discovered.

You call yourself a convert to British trains.It’s ease of travel. I’m literally an evangelist of the rail system throughout Britain: it’s clean, it’s inspiring, it’s seamless, it’s friendly… It’s a fantastic way to get around. And the distances – to a Canadian, four hours is nothing!

Great Britain has great brand recognition; why not just enjoy the benefits of the pillars: culture, heritage, royals, London?In today’s environment, there’s no such thing as ‘sells itself.’ Everyone is competing for a global share of travel, so we need to muscle build and focus our market and focus our targets. Resour-ces are never unlimited, so we have to be smart.

exhibit 1,000 more objects from the NMM collection and provide access to areas of the museum previously closed to visitors. These new galleries will be free to visit.

Can you say Còsagach? It’s a Scottish concept meaning snug, sheltered and warm, and a theme being embraced by Visit Scotland in 2018 as an antidote to “a world where everything from mobile con-nections to shopping deliveries are constantly vying to get quicker,” and the subsequent visitor trend of “slowing down and taking care of your own well-being.” With tranquil seascapes, vast open spaces and many warm and welcoming pubs, inns and hotels, there are few locales better suited to recharging the batteries and enjoying some me-time, says the tourist board.

Not a lot of cities are great for touring at night, says Kesh Bhard-waj of See London By Night, who naturally puts the English capital in the exception category. Aside from its great attractions, colourfully lit-up when the sun goes down, Bhardwaj points to reduced traffic in the city as a primary motivator for choosing the double decker bus guided tour, which takes 90 minutes and includes the city’s best sites. Priced at £18, the tour starts at Green Park, though it should be noted that, unlike most day tours, there is no hop-on-hop-off option. The company works with travel agents and has various tour partners such as Evan Evans. E-mail [email protected] or visit www.seeelondonbynight.com.

Understandably there’s no slide at the top of the View from The Shard, but the London attraction now offers the next best thing: a three-minute virtual reality experience that simulates a ride around the 95-storey skyscraper at a whopping 160 kilometres an hour. If The Slide isn’t enough, visitors can try Vertigo, which simulates the user escaping to another building as The Shard falls away behind them. Price is £10 (in addition to entry fee). ✱

For more information on the British tourism scene, check out our CT’s web site CanadianTraveller.net or go directly to:http://www.canadiantraveller.net/ Whats-new-in-the-UK.

Edinburgh, Scotland


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red-carpet tour that I’m still surprised I survived. On a Glasgow bus, a simple query prompted an escort directly to the door of the B&B we sought and our hostess there roused her husband at 5 a.m. to take us to the train station when we left.

How could I not love this place?Sure, Britain has changed over the years. Nobody buys me beers

anymore just for being young, cute and Canadian (maybe it’s just me?), but, in some ways it’s changed for the better. On my first go ‘round cities like Liverpool and Glasgow were dingy relics of the industrial age, right down to their soot-stained bones. Now, they’re scrubbed and spiffy and world class. Similarly, Newcastle, which is now confident enough that it will host travel industry buyers and media from around the world in March for the annual Explore GB trade show.

And the industrial revolution has given way to a food revolution.Yes, Great Britain has suffered more than its fair share of terrorist

incidents recently, but, as one Brit recently reminded me, while some places grapple with this new way of the world, Britain has kept calm and carried on amidst such tragedies for decades, going back to when the offending acronym was IRA, not ISIS.

Today, I’m still adding to my list of British interests and indul-gences; most of the familiar stuff still stands (I do miss you, Two Fat Ladies), but recent years has brought Harry Potter; Dr. Who/Torchwood, Sherlock, Luther, Coast, Coupling – funniest show ever – and Outlander; Oasis, Radiohead, and Mumford and Sons. Never a particular fan of the monarchy, I’ve even developed a fondness for Prince Harry after his impressive performance onstage at the Invictus Games last fall.

Yet, despite all this, I still defer to a once-upon-time customer at the Happy Eater, who seemed to get the sentiment, as the Brits would say, spot on: “I’ve been coming [to London] every year for 40 years,” she remarked. “It gets in your blood!” It’s an observation I have come to innately understand. ✱

Despite the Polish last name and a proclivity for perogies, my nature has always tended towards the English side of my family. My maternal grandfather was carted off to the Canadian colony around the age of 10 when the family fish

& chips shop near Sheffield became too difficult to sustain in the years before the First World War.

Grampa never seemed exceedingly English to me growing up, though my grandmother’s Sunday dinner was invariably roast beef and Yorkshire pudding, and the clock on their fireplace mantle mim-icked Big Ben’s iconic chime.

Nevertheless, from an early age I embraced all things British: soccer (Liverpool); music (Beatles, Stones, Kinks), humour (Monty Python, Fawlty Towers, Benny Hill, The Two Ronnies); James Bond; pub culture (I collected pub paraphernalia that stills adorn a replica pub in the corner of my basement); and Tolkien. I had a full-size poster of the classic British red phone box on my bedroom door and a Union Jack flag above my bed. I drank tea – Earl Grey.

It was only natural that my first flight from the nest, at age 18, was to London, though I had been there briefly as a kid, remem-bering it as if in a dream. I signed on to the Student Work Abroad Program (SWAP) offered by Travel CUTS and ended up spending four months in the U.K. that summer of 1981 – when Chuck and Di got married you’ll recall – and worked as a waiter for two months at the Happy Eater restaurant in the YMCA on Tottenham Court Road, a job diminished only by the requirement of having to wear a button proclaiming, “I’m a Happy Eater” with an orange open-mouthed Pacman-like icon.

The other two months were spent travelling the country nearly tip to tail, from Inverness, Scotland, to Land’s End, Cornwall, with a BritRail pass.

During my travels, I visited an elderly cousin in Wales, who pulled the tarpaulin off her rarely-used car, perused the manual in the wee hours of the morning to remember how to operate the thing, and toured us to amazing Conwy Castle on the north coast, instruct-ing my friend and I along the way how to pronounce the unpro-nounceable Welsh place names we encountered, like Llandudno Wells, which was pronounced Hlandudno, as I recall. We never did manage to nail Llanfairpwll-gwyngyllgogerych-wyrndrobwll-llanty-siliogogogoch.

In Devon, I tucked into a real cream pastry that exploded all over the bakery floor (back away, very slowly!) and laughed hilariously over a “Sleeping Policeman Ahead” sign (not realizing it meant a speed bump).

People bought me beers in pubs just because I was Canadian; and I was the first Canuck ever met by staff at a Canadian-owned Seagram’s distillery on the whiskey trail in Scotland, resulting in a

BY MICHAEL BAGINSKIWHAT NOW?

How Britain got ‘in my blood’


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