For the Good of the Client
Download this page in PDF formatIn a world where protecting your client relationships is paramount it is always a pleasure to hear stories where individual needs are put to one side, in order to ensure the client gets what they need.
PS AC.JPG is Aileen Collins
Meet Aileen Collins, personal travel manager representing TravelManagers in Carrara, Queensland and a long-time specialist in Asia. One of her clients was interested in holidaying in either Vanuatu or the Solomon Islands but Aileen did not have first-hand knowledge of these destinations.
Knowing that it’s not a great deal if it’s not a great holiday she knew that there would be somebody else in the TravelManagers’ network who had personally experienced these destinations and could use their in-depth knowledge to ensure her client received not only the holiday he was hoping for but an exceptional and memorable travel experience.
“Sure I could jump on the internet but so could my client plus I wanted to provide him with inside knowledge not a few facts that anyone could have given him. It dawned on me I could use our intranet (The Oracle) to get that expert, specialist knowledge for my client.”
Ms Collins jumped online and posted her query on one of The Oracle’s six forums. Within a short time she received a response from one of her personal travel manager colleagues. Michelle Michael-Pecora representing TravelManagers in Castle Hill, New South Wales and not only does she have a passion for Vanuatu and the Solomon Islands, she has significant knowledge about the two countries also.
“I was rapt to hear from Michelle and before long she was talking with my client, educating and informing him through her in-depth knowledge. Was I worried she would pinch my client? Not at all, TravelManagers just doesn’t operate that way. It is much more about ensuring top quality service for our clients and respect for each other’s business.”
TM MMP is Michelle Michael-Pecora
Ms Michael-Pecora agrees.
“I think it is wonderful that within TravelManagers, we have these forums where we are able to share ideas, ask for advice and now we can recommend our clients, with trust to another of our personal travel managers that specialises in that particular region.”
Ms Collins says her client was blown away.
“It was a great reaction because he realised I was committed to ensuring he got what he needed. There is no doubt that he thinks more highly of me because I was willing to recommend another personal travel manager that could help in an area I was not that completely familiar with.”
Ms Michael-Pecora says there is a real family culture within TravelManagers.
“There is a real willingness to share our knowledge and experience between all of the personal travel mangers and to truly support each other. There is such a high level of trust that exists between our personal travel managers. We all know and feel comfortable that there are no concerns exposing our clients to other personal travel managers.”
Ms Collins believes the trust comes from the unity within TravelManagers.
“There is an incredible feeling of friendship and camaraderie that exists between the personal travel managers and the personal travel managers and the National Partnership Office. With the average consulting experience across the business being 15 years or more you know your client is in good hands. It is a rare gift these days and one well worth protecting.”
