Tollman urges agents: don't be ‚Äúorder takers”

Tollman urges agents: don't be ‚Äúorder takers”
By admin


<p> Too many travel agents have become order takers and are not actively selling product, an approach that risks the future viability of their business, the global head of Trafalgar has warned.</p><p> Gavin Tollman described retailers as &ldquo;too passive&rdquo; and urged them to build on their strengths as travel experts.</p><p> A failure to add value to the consumer could have dire consequences, he said.</p><p> Tollman, speaking to Travel Today at the launch of Trafalgar&rsquo;s 2013 Europe program, admitted this passive approach was one of the challenges facing the operator as it looks to continue its &ldquo;evolution&rdquo;.</p><p> &quot;What I would strongly encourage in business today is that to remain relevant you have to add value,&rdquo; he said. &ldquo;I believe too many of our agents, our partners, are too passive. They will take an order. Someone will say &lsquo;I want to buy a ticket to London&rsquo; and what does the agent do? They issue the goddamn ticket and take the $25 transaction fee.</p><p> &ldquo;They are not asking why are you going to London? They are not talking or listening and trying to add value.</p><p> &ldquo;In order for them to remain relevant into the future they are going to have to change. You cannot simply be an order taker.&rdquo;</p><p> Consumers should leave a travel agency &ldquo;enriched&rdquo; by the &ldquo;expertise, knowledge, advice and guidance&rdquo; they have received. Such a level of service will ensure they become regular customers, Tollman insisted.</p><p> &ldquo;That is what a true travel agent should be doing,&rdquo; he said. &ldquo;Those who want to be order takers will be in trouble.&rdquo;</p><p> Tollman claimed that every agent who has embraced Trafalgar&rsquo;s strategic shift from coach holidays to &ldquo;guided vacations&rdquo; with its focus on customer experiences has seen sales rise. But he conceded &ldquo;not enough&rdquo; agents had done so.</p><p> &ldquo;Do not be complaining about how tough business is because Trafalgar has a solution for you,&rdquo; he said. &ldquo;Pick up the goddamn phone and call your sales manager.&rdquo;</p>

Latest News

  • Aviation

Korean Air signs MoU with Boeing to upgrade and expand its widebody fleet.

Korean Air has signed a Memorandum of Understanding with Boeing at the Farnborough International Airshow to upgrade and expand its widebody fleet. The airline has announced its intent to procure 20 Boeing 777-9s and 20 Boeing 787-10s with options for 10 more of the largest 787 Dreamliner variant today (Monday). The signing ceremony was attended […]

  • Technology

Australian agents responded quickly to Crowdstrike crash

Local travel professionals and businesses moved quickly into action to provide support to the many Australians whose travel plans were thrown into chaos on Friday and into the weekend. The chaos was the result of the flow-on effect of the suspension of check-in services and flights domestically and globally. A blue screen with the outage […]

  • News

Booking.com and Airbnb named as the preferred booking platforms of digital nomads

A new YouGov Survey has found that booking.com and Airbnb are the most popular booking platforms for digital nomads. For this poll a ‘Digital Nomad’ was defined as someone who travels freely for an extended period (at least one week), while working remotely using technology and the internet. YouGov Surveys have found that almost one […]

  • Attractions
  • Food & Beverage

Singapore Airlines has been announced as the first airline partner of Taste Port Douglas

Singapore Airlines has been announced as the first airline partner of Taste Port Douglas food festival presented by Sheraton Grand Mirage Resort, Port Douglas. The Taste Port Douglas Takeover Series now has a presentation partner in Singapore Airlines and features Michelin star chef, Michael Wilson from Singapore marking this the first time the festival has […]

  • Food & Beverage

Exciting culinary experiences across Asia

Here is a look at some exciting experiences across Asia to enhance traveller vacations in iconic cities across the continent. The Mai Restaurant at Meliá Chiang Mai Located on the 21st floor of the iconic hotel, the Mai Restaurant has launched a Thai-inspired afternoon tea for two that pays tribute to the Baan Tawai Wood […]

  • Regional
  • Tour Operators

On Foot Holidays launches Ligurian Hills hiking tour promotion

Australians can explore Italy’s Ligurian Hills on foot on a self-guided, inn-to-inn hike with Onn Foot Holidays new promotional rates. Liguria is a coastal region in north-western Italy near the French border, known for its mountains, rolling hills and seaside ports. On Foot Holidays’ seven-night holiday begins with two days of walking through vineyards and […]

  • Products

Mandarin Oriental takes a dive into swimwear with $360 board shorts

If you were inspired by The Inspired Unemployed’s Liam Moore limited-edition pair of Budgy Smugglers but want a bit more coverage, then here’s your chance. The Orlebar Brown brand has introduced an original design of the Bulldog swim short for Mandarin Oriental hotels – yours for a snip at US$242.25 (AU$360). They have been “designed […]

  • Health & Wellness
  • Luxury

Trisara showcases sustainable dining via wellspring program

Phuket-based resort Trisara is transporting guests from resort to farm to table then back again courtesy of a new limited-time program, Wellspring. The package is a collaboration with Tri Vananda, a US$182 million (AU $270 million) wellness community in northern Phuket, conceived by Montara Hospitality Group, the owners of Trisara. In addition to entitling guests […]