Living in South America, I have learned more about diversity. It may be natural to think of yourself as average or normal. But I have come to recognize how different each of us is. Partly the diversity of the locals here struck me but also the expats who have moved here. The expats come from many places and have many different points of view. When you live in the USA, I tended to gravitate to people who thought like me and shared my interests. Here I have come to appreciate people that I really didn’t agree with. After all, if I avoided different people here, I’d have no one to associate with! And really, my views have broadened too.
Naturally we think about destinations, but “from” matters too.
When people think of travel, they naturally think about destinations. And yet some think of the mode of travel (cruises, resorts, adventure) first; so the “how” is more important than the “where” and that preference is developed from their hometown experience and referrals. Even those who are destination-oriented have a lot of considerations that an agent may take for granted about “time to the gateway airport”, assumptions about their preference of level of quality, pacing, and style. Having managed three offices in Central Illinois (Springfield, Decatur and Champaign) that were less than an hour apart, the closest gateway airport’s proximity varied completely (St. Louis, Indianapolis and Chicago, and occasionally four hometown airports including Bloomington). Our choice of airline had to vary based on where we thought the nucleus was. Later on our agencies were part of a larger consortium of multi-state offices, so the “from” became more challenging. Hawaii seemed close to West Coast agencies but Caribbean far—the reverse of Illinois’ view. So if you have a desire to grow beyond your own backyard, where your customers are from becomes a great challenge. Back in your local area, finding a motor coach to serve several departure points just a 100 miles apart can be a challenge.
Selling the right trip to the “right people” & the art of coming together
The interests and mindsets of Central Illinois and Chicago may vary too and your mind is really where you start from. Two mindsets on the same coach may not be on the same wavelength. Some people are very welcoming to diversity and others uncomfortable with it. The best tour leaders work at getting all on their side so the group can be a unit rather than splintered factions. These arts of leadership deserve their own blog post! For now, I can say that if people see you working on their behalf and caring for them, they will tend to hang on to you over petty issues.
All on the same flight or are many departure flights straggling in?
Another way that the “from” becomes an important consideration is comparing a group that all starts on the same flight versus various parties arriving on many flights over the course of numerous hours. The former can all board the same coach and be taken a few hours to their first hotel (with a suitable break, perhaps for breakfast if an early arriving flight). But the latter parties are more likely to need to stay in the city of arrival or the earliest flight(s) given something to do besides sit on a coach at the airport waiting for the rest. And if a flight is to arrive very late in the day, consider putting them up at an airport hotel instead and pick them up en route with the early flight arrivals. Finally, what happens if any of these flights are delayed? You need a contingency plan for that because a transfer coach may not be able to wait more than the, say, three hours they were booked for (that coach is probably already booked to head on to another job that afternoon). It might be wise to book that coach for the whole day and use it for sightseeing for the first flight(s) and go back to pick up the delayed passengers.
Contingency planning continues with having Skype or an international phone
Being a good trouble-shooter who can “think on your feet” is important but better to have contingency plans. And a phone to call home and brainstorm when the leader needs to! And that is better done at the point of need than to hear about it when the leader reports, “I didn’t know what to do; so we sat.”