In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it doesn't, they expect the company to stand behind its products and services.
Have you noticed how we as a society now use social media to fill the little gaps in our days? Scrolling through Facebook while waiting at the airport departure gate. Or liking a quick Instagram video when you're the first to arrive at a restaurant and aren't sure what to do with yourself while you wait for the rest of your party to arrive. Well, this is exactly what your group travelers and group leaders are doing, too!
Though the COVID-19 pandemic has forced our hand, remote work has skyrocketed and is likely to continue to do so.
The best way to protect yourself and your clients from unforeseen circumstances is a strong contract upfront. After the past year, we're all familiar with the realities of disaster striking unexpectedly.
We're all looking for ways to stay connected to the right people and build our future group business. Yet what opportunities are staring us in the face? Over my time in the travel and tourism world, I've been through deregulation, SARS, the 2020 bombings in Bali, the bird flu and of course, 9/11. Each time, our savvy industry pivoted and turned these obstacles into opportunities.
