The one thing that can save agents from extinction: TC MD
Travel Counsellors Managing Director Fred van Eijk has revealed the one thing that will ensure travel agents aren’t replaced by computers or robots in the future, and it’s actually quite lovely.
While OTAs are growing and things like the newly launched Google Flights are threatening to see computers overtake human customer service, van Eijk admitted we’re all suckers for a good story.
“In an ever-evolving industry where businesses are focused on data, profit and margin, we must remember what makes us different,” he stressed.
“The ability to create and share these stories is that differentiator, and it is more important and relevant than ever before.”
van Eijk revealed that, according to Oxford University and Deloitte research, at least 35 per cent of jobs are at high risk of computerisation in the next 20 years.
“You can google ‘will a robot take my job’ and see how future proof your profession is, or indeed the professions our children may be considering,” he condeded.
“Out of interest, travel agents score a relatively low chance of being automated (that’s a relief!). However, I also think this could be a little misleading.”
According to van Eijk, if an agent is what many would call a ‘bad’ travel agent, that’s where the robots could take over.
“If a ‘travel agent’ just does the booking for the customer, the risk of automation is high and indeed already with us,” he admitted.
“We have already seen the development of travel websites, supported by on-line virtual travel agents.
“However, whilst robots may be able to recount a story, they can’t create one.
“The travel advisers that stand out are the ones with the stories of how they have helped people. Most studies show that people buy based on emotion rather than logic, and stories and anecdotes will stir the emotion more than anything else.
“As cognitive scientist Roger C. Schank said; ‘Humans are not ideally set up to understand logic; they are ideally set up to understand stories.’
“So, great travel advisers are also great storytellers and ‘social sharers’. Social media gives us the ability to collate our stories and share them across a global network of current and potential customers.”
van Eijk recounted a story of a Travel Counsellor who went out of her way to rebook customers after they missed their flight to join a Caribbean cruise. Upon return, the customers sent her flowers, and when she shared this on social media, it saw her client enquiries soar.
“These stories are free PR, the clearest sign of what you are about and they create the narrative and personality for the business and your personal brand,” van Eijk emphasised.
“And don’t let the doom-mongers or defeatists convince you of anything to the contrary.
“That is why those jobs that are least likely to be automated are those that require the highest amount of human qualities such as empathy, including nursing, care workers and psychologists.
“The message for us in the industry, and those we want to encourage to join it, is simple – ramp up the care and empathy with a customer; focus on how you make them feel more than the price of what you offer; and ‘bring it to life’ by sharing the stories of the things you do naturally for customers because you care and you operate in a culture that fosters doing what is right for the customer.
“Indeed, every sales person in travel will have a story of how they have done something for a customer that has made that customer feel special.”
Image: WordPress Luci Gutiérrez
Email the Travel Weekly team at traveldesk@travelweekly.com.au
-
Latest comments
Latest News
Holland America Line gives agents the chance to visit Alaska on 11-day Famil
If you've ever wanted to see a Polar Bear (and who doesn't?), now is your time.
More than 65 luxury agents gather in Sydney for Best of the Best dinner
This looks like a fabulous do. We imagine there may be a few (or maybe 65) sore heads this morning!
Globally-renowned chefs gather for Vivid Food 2024
As a human, we agree that food is a fundamental part of the human experience. Some might say the most fundamental.
Air New Zealand returns to Hobart and Seoul
If you notice an uptick in Kiwis making their way through the Mona, you know why.
European Waterways targets multi-generational families with ‘floating villa’ deal
The jury is still out on whether spending a week on a 'floating villa' with family is a hell or a paradise.
Luxury Escapes launches ‘sail away’ sale
Rest assured, you'll be getting your 'sails' and 'sales' mixed up for the rest of the day.
Rex-owned National Jet Express adds weekly charter between Brisbane and Orange
This is for mining and civil contractors, so please, put your holiday attire away.
Let the games begin. Viking introduces eye-watering benefits for the industry’s top 10 advisors
Did someone say 'trip to Venice'? Hold my coat, this one is far too good to miss!
Best friends or frenemies? What is the REAL relationship between sales and marketing?
We can all stop fighting over the corner office because our mothers were right - we are all important in our own way.
The Walshe Group Announces Two Key Appointments
What we really want to know is whether they got joint or separate welcome parties.
FAMIL: Agents explore the delights of Mauritius on 7-day tour
Go green with envy as you read this fabulous itinerary! Time to book that second honeymoon.
Hamad International recognised as world’s best airport at 2024 Skytrax World Airport Awards
Hamad airport is so good it is almost considered a destination in itself. Ballina, up your game.
Saudi Arabia highlights tourism investment opportunities at global investment event
Now is the time to start looking at Saudi Arabia if you are not already. There's big things to come.
“Rampant” – Aussies warned as dengue fever cases spike in Bali
Worried about Bali belly? Now you have something else to worry about.
TTC Tour Brand reveals slew of deals across operators including Trafalgar and Contiki
Everybody loves a bargain and you could do lot a lot worse than check out these deals from TTC!
Fiji Airways partners with Porter Airlines in US growth bid
Any initiative that gets more people visiting the delights of Fiji is a good initiative.
Flight Centre launches CruiseHQ – a marketplace exclusively for agents
The cruise industry has surpassed pre-Covid levels so this isn't one to miss!
Feeling festive? Wendy Wu tours unwraps Christmas collection
Get the Christmas hols booked now and avoid spending it with that elderly relative with dubious political views.
OPINION: In a world of screens, we crave experience
If you get feelings of deep shame and regret when you see your screen time, don't worry - you're not alone.
Sun Princess: High-end dining and world class entertainment awaits
If you are a foodie and you are not currently on the Sun Princess, we really have to ask - what are you doing?
YouGov: 2 in 5 Aussies would pay more for a sustainable hotel
If you want to be REALLY sustainable you can go camping. You just might lose the will to live.
“Can planes swim?” – Planes become boats as Dubai Airport is savaged by severe storm
Unfortunately, "can planes swim?" is a real life question and not an opener to a really bad joke...
Explora journeys reveals bespoke outdoor furniture designed by Matteo Nunziati
This is making your plastic table and chairs look really bad now, isn't it?
Bangkok Airways targets growth with renewed Sabre deal
Two stories abut Sabre's growth in one week and its only Wednesday! Watchout world.
PR agency Example wins pitch for InterContinental Sydney
We also went in for the contract but they said that a 'Be Our Guest'- themed TikTok was unoriginal! The cheek.
Norwegian Cruise Line reveals culinary experience aboard Norwegian Aqua
Once again, this TW journalist REALLY regrets writing this before getting lunch.
Signature Queensland hosts luxury tourism event
Known for its tropical beaches and unique wildlife, Queensland also offers luxury.
Capella Sydney recognised in prestigious Travel + Leisure’s 2024 ‘it list’ of best new hotels
You know that 'it girl' at school who everyone wanted to hang out with? Capella is the hotel version of that.
Rex launches 72-hour fare sale with NO school holiday blackout so you can take your kids (if you want to)
Sadly, leaving your children at home whilst you go on holiday is generally frowned upon.
Adventure World offers chance to connect with “heart and soul” of the US
I mean who hasn't dreamed of a road trip around the US?! Go with Adventure World and you're less likely to get lost.
Fiji’s family-owned luxury resort Likuliku Lagoon launches its own app
We were relieved to find out that having a "concierge in your pocket" referred to an app on your phone.
Hawaii: The US’ laid-back front door for Australians
If you needed another sign that you should definitely head to Hawaii - this is it!
Sabre targets Asia Pacific growth with latest hire
Call the Avengers! Sabre continues its bid for world domination with latest hire.
Air New Zealand signs its largest EVER deal for sustainable aviation fuel
Air New Zealand makes huge step towards sustainable travel. We bet it recycles its rubbish properly too.
IHG Hotels & Resorts continues regional growth with Sunshine Coast Holiday Inn
This Holiday Inn looks considerably flashier than some of the ones we have stayed at in our time.
Budget carrier Scoot welcomes first of 9 E190-E2 aircrafts
Here at TW we would like to offer Embraer E190-E2 a warm welcome! It's not easy being the first of the fleet.
The only thing that can save the agents is the up sell, you have to master the up sell.