Wholesalers

Why your customers complain: Ormina Tours Director

Customer complaints, asking dumb questions, fear of failure – this industry certainly throws some curveballs, and if there’s one person who knows how to serve them on back, it’s Anna Jones.

The Director of Sales and Marketing for Ormina Tours, Jones gave us a little insight into her time in the travel industry, what she’s learned, and how she’s gotten where she is today.

Take note, here’s 5 things she’s learned.

1. Customers complain because they wanted you to be better

“Customers don’t complain for the fun of it. If they didn’t care, they would just walk away and never come back.

The fact that they took the time to give you feedback means something and needs to be respected.

All brands get constructive feedback, the ones who succeed listen and fix the problems.

2. It’s peers that matter most

“I had a boss early in my career say to me that while your boss is important, it’s your peers that will rise with you and support you throughout your career.

Always make sure you maintain a respectful relationship with your colleagues and suppliers, you never know where they will end up or when you may need your help.

Related: Are suppliers threatening agent-client relationships?

3. Never be afraid to ask the dumb question

“The only way to move up is to jump into roles that are a little over your head and it’s not possible to step into a new company and know everything on day one.

The way you make it through is by asking questions, lots of them, even the obvious ones.

You must learn as much as you can about your role and how you fit into the larger organisation.

4. Get out of your industry, just a little

“I’ve worked across a lot of different industries and find that it often gave me outside perspective which has helped me find solutions that others might miss.

You don’t need to leave industries to gain that, just read about other industries, attend conferences, and hear people speak from other fields, you never know where that spark of inspiration will come from.

5. Learn to be okay with failure

“I love that people now take a scientific ‘test and learn’ approach to marketing. It reminds us to look at failure as a learning.

Recognise it, adjust course and keep moving. Easy when you are looking at a failed Facebook post promotion, harder when it’s a personal failure in your career, but the approach needs to be the same.

There is a reason why resilience is a key trait of those who do great things.”

 



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