TIQUE Talks: The Business Podcast for Travel Advisors

By Robin Bradley and Jennifer JacobSociety & Culture Business Entrepreneurship Places & Travel Marketing

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TIQUE Talks: The Business Podcast for Travel Advisors episodes

March 26, 202468. Staying Calm When Travel Plans Go Sideways with Ashlyn Puckett
As a travel advisor, unpredictable situations are bound to happen. While handling frustrations or an emergency is never ideal, with the right preparation and mindset, you can handle these situations like a pro! Ashlyn Puckett, Tique’s workflow guru and former client experience manager, joins this conversation to discuss how to stay calm and collected when things go sideways during travel.

Learn tips for handling common travel disruptions, de-escalating client emotions, and how to prepare clients for potential travel issues, including providing a walkthrough call and creating a "what to do when" guide. Ashlyn also shares personal anecdotes, tough experiences, and how she handled those situations as they occurred. So buckle up and enjoy the ride of handling unexpected challenges and finding solutions on the go!

Today we will cover:
(02:00) Preparing clients for unexpected travel situations
(08:45) Handling common travel disruptions and the importance of travel insurance
(24:55) Providing emotional support and de-escalating client emotions
(30:00) Assisting clients with insurance claims and providing guidance
(42:00) Problem-solving and flexibility in resolving issues; staying calm in difficult situations
(43:30) The role of a client experience manager in handling client issues
(49:00) The impact of DMCs and importance of working with trusted partners
(52:15) Trusting your gut and avoiding compromising client trust
(53:25) Offering solutions and maintaining a good client relationship

Listen to Episode 61: Auditing Trip Details To Minimize Errors And Enhance Client Experience with Ashlyn Puckett

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1 hr 3 min
March 19, 202467. How Forbes Travel Guide Is Transforming The Travel Industry with Richard Lebowitz
Curious about what it takes for a hotel to earn a Forbes Travel Guide star rating? Jennifer sits down with Richard Lebowitz, the Senior Vice President of Travel Industry Outreach at Forbes Travel Guide, to discuss the rigorous evaluation process, as well as how Forbes Travel Guide is transforming the travel industry and how these changes could impact your business.

Richard has extensive experience in the hotel and travel industry, including once holding a position on the Asta Hotel Distribution Committee. He shares insights into the history and mission of Forbes Travel Guide, the process of rating hotels, and the significance of the star awards. He also discusses the Endorsed by Forbes Travel Guide program and how travel advisors can leverage the Forbes Travel Guide ratings to enhance their clients' experiences.

Connect with Richard Lebowitz:
linkedin.com/in/richardlebowitz
forbestravelguide.com/award-winners
travelweekly.com/Travel-News/Travel-Agent-Issues/Advisors-prize-Forbes-Travel-Guide-endorsement

Today we will cover:
(04:20) Overview of Forbes Travel Guide and its history
(06:40) Differentiating Forbes Travel Guide ratings from other hotel ratings
(11:20) Highlights from the 2024 Forbes Travel Guide list; New travel trends and destinations
(14:15) Selection process for hotels to be rated by Forbes Travel Guide
(21:30) How travel advisors can utilize the list
(26:00) Forbes Travel Guide Endorsement for travel advisors
(33:20) Details about Forbes Travel Guide Endorsed Agencies
(43:10) Building relationships and making connections in the industry
(48:30) How Forbes Travel Guide lives up to its tagline

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52 min
March 12, 202466. What NOT To Do On Your Next Intake Call
Are you feeling anxious about handling intake calls effectively? Tune in to learn strategies to make these calls not only productive but enjoyable! Gain clarity on why you should be using an inquiry form to streamline client information, learn the art of building authentic connections with clients through active listening, and discover how to refine your sales approach and stand confidently behind your value and expertise.

Whether you’re someone who dreads inquiry calls (or discovery calls), hates quoting their fee, or simply just needs to refine their sales pitch, this episode provides actionable insights to tackle these challenges head-on, ensuring smoother interactions and ultimately, happier clients!

Today we will cover:
(02:00) Using an inquiry form as the initial point of entry
(11:10) Taking the time to listen and connect
(15:00) Listening to clients' specific problems and offering solutions
(19:10) Avoiding excessive focus on perks and amenities
(23:35) Quoting your fee confidently and knowing your worth
(33:00) The importance of researching the destination
(36:15) Researching the client background to personalize the experience

SEVEN FIGURE SALES
tiquehq.com/seven-figure-sales

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42 min
March 05, 202465. Should You Require A Minimum Trip Investment? with Susan Whitson
Susan Whitson, the founder of Susan Whitson Travel and a Conde Nast Top Travel specialist since 2020, joins this episode to discuss the importance of setting boundaries, charging fees for services, and knowing your worth as a travel advisor. She emphasizes the concept of minimum trip investments and how to communicate realistic pricing to clients, allowing for flexibility while still ensuring that clients have an understanding of the costs involved. If you’re ready to level up your travel business and work with clients that truly value your expertise, this is the episode for you!

About Susan Whitson:
Susan has been designing and creating unique travel experiences since 2014, earning her the honor of being named a Conde Nast Top Travel specialist since 2020. Prior to joining the travel industry, Susan worked in government public relations and communications, including White House press secretary to Mrs. Laura Bush, with whom Susan traveled the globe and experienced some of the world’s most beautiful and culturally rich places, and made deeply meaningful personal connections.

Having traveled to 70+ countries on six continents and 49 US states (Nebraska still eludes her), Susan's expertise is planning trips to emerging destinations and creating unique, off-the-beaten path travel experiences specifically tailored for each client. She is most passionate about and has deep expertise planning travel in Africa, the Middle East, Asia, French Polynesia, Spain, Scotland, and South America. Honeymoons, multi-generational family trips, and adventure travel are also areas of Susan's expertise. When not exploring the world, Susan lives in the Virginia countryside with her family.

Whitsontravel.com
instagram.com/whitsontravel

Today we will cover:
(03:30) Susan's journey from the White House to the travel industry
(05:10) Evolution of Susan's clientele and her focus on quality
(08:00) Dealing with disruptors and setting boundaries
(14:10) Assessing the need for change and finding fulfillment
(17:35) Building relationships with clients who bring you joy
(22:45) Cultivating confidence through mentorship
(33:35) The concept of a minimum investment and realistic pricing for full-service itineraries
(39:55) Personal trips as a way to experience and speak to clients
(43:30) Embodying the level of travel you want to sell
(50:15) Calculating fees based on desired income and working hours

SEVEN FIGURE SALES
tiquehq.com/seven-figure-sales

CLIENT COMMUNICATION TEMPLATES
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56 min
February 27, 202464. How To Speak The Language Of Luxury with Amber Frankhuizen (Part 2)
Jennifer and Amber Frankhuizen continue their discussion on the language of luxury and how to effectively communicate with high net worth individuals. In this episode, they cover the importance of boundaries, the value of collaborations, and the impact of surprise and delight to further enhance the overall client experience. Learn how to craft a luxury brand that encompasses consistency, high quality, and exclusivity, as well as the do's and don'ts for successful marketing communication. Hit play to gain strategies and tactics that will help you elevate your marketing efforts and attract a loyal luxury clientele!

About Amber Frankhuizen:
Her LinkedIn bio says she’s “the Founder, CEO & Chief Strategist at AFMKTG,” which is true, but it’s not the whole truth. (Frankly, it way undersells what she actually does). The reality is, Amber founded her award-winning creative agency, AFMKTG, on an ironing board, figuring out how to build a profitable business out of nothing after jumping from the corporate ladder without a plan or a parachute. Her experience in building her own business, managing nearly a half-billion dollars in real estate assets, and being a mentor and coach for 10+ years has culminated in the birth of the Old Money Podcast. Amber is bold, straight up and direct - she has provocative views on business and a tongue-in-cheek approach that keeps her team and clients on their toes.

oldmoneypodcast.com

Today we will cover:
(03:05) Being curious and willing to learn new things
(06:20) The role of language and consistency in building credibility
(08:05) Focusing on benefits rather than features
(11:55) Leveraging copywriters for authentic and effective language
(13:40) Testimonials and word-of-mouth recommendations
(18:05) Learning from successful luxury brands' marketing materials
(22:45) Collaborations and limited editions to enhance exclusivity
(28:30) Successful luxury brands: Rolex, Hermes, BMW, Porsche
(31:35) Setting boundaries and limiting number of clients
(34:30) Surprise and delight - client gifting
(38:15) The do's and don'ts of luxury marketing communication

CREATING A SERVICE SUITE FOR SUCCESS
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42 min
February 20, 202463. How To Speak The Language Of Luxury with Amber Frankhuizen (Part 1)
In the luxury market, it's all about the intangible experience. As a travel advisor, it’s essential to understand that luxury is not solely defined by a high price tag but by the level of service, attention to detail, and exclusivity provided. Amber Frankhuizen, founder of AFMKTG and the host of Old Money Podcast, joins this episode to discuss the language of luxury and how to effectively communicate with high net worth individuals. Amber shares her insights on the psychology behind luxury purchases, the importance of authenticity when targeting the luxury market, and the unique needs of high end clients in the travel industry.

About Amber Frankhuizen:
Her LinkedIn bio says she’s “the Founder, CEO & Chief Strategist at AFMKTG,” which is true, but it’s not the whole truth. (Frankly, it way undersells what she actually does). The reality is, Amber founded her award-winning creative agency, AFMKTG, on an ironing board, figuring out how to build a profitable business out of nothing after jumping from the corporate ladder without a plan or a parachute. Her experience in building her own business, managing nearly a half-billion dollars in real estate assets, and being a mentor and coach for 10+ years has culminated in the birth of the Old Money Podcast. Amber is bold, straight up and direct - she has provocative views on business and a tongue-in-cheek approach that keeps her team and clients on their toes.

oldmoneypodcast.com

Today we will cover:
(03:50) Amber's background and focus on luxury marketing
(07:10) Definition of luxury and its psychological impact
(10:25) The concept of "fat fire" and different levels of luxury
(12:25) Creating a seamless customer experience in luxury travel
(18:10) Implementing surprise and delight budgets for clients
(19:40) The psychology behind luxury purchases: tribalism, social signaling, and self-esteem
(23:15) The role of status and social signaling in luxury purchases
(25:10) Finding originality in luxury rather than dupes
(27:05) Sales tactics in the luxury market
(31:30) Remaining authentic while targeting a luxury audience
(38:10) The unique needs of high-end clients

CREATING A SERVICE SUITE FOR SUCCESS
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45 min
February 13, 202462. Building Strong Partnerships In The Travel Industry with Hicham Mhammedi Alaoui
Unlock the secrets to building supplier relationships that aren't just transactions – they're unforgettable collaborations! Hicham Mhammedi Alaoui, the founder of Experience Morocco, joins this episode to share the key elements of a successful supplier-advisor relationship, such as trust, open communication, and mutual support. From creating positive impressions to avoiding common pitfalls, learn how to strengthen partnerships and enhance your ability to create memorable travel experiences for your clients!

About Hicham Mhammedi Alaoui:
Hicham is the founder of Experience Morocco, a leading destination management company (DMC) specializing in creating unique and immersive travel experiences in Morocco. With a passion for his country and a dedication to providing exceptional service, Hicham has built Experience Morocco into a go-to partner for travel advisors around the world. With over 10 years of experience in the travel industry, Hicham continues to innovate and create memorable experiences for clients.

experiencemorocco.com/#team.
cntraveler.com/contributor/hicham-mhammedi-alaoui/ wendyperrin.com/reviews/hicham-mhammedi-alaoui-radia-tehitahe/
[email protected]

Today we will cover:
  (02:15) Hicham's background and how Experience Morocco was founded
  (07:10) Creating positive relationships and viewing one another as links in a chain
  (11:45) Understanding the why behind each person in the travel industry
  (13:15) Ways an advisor can create a positive impression
  (25:25) Things to avoid when working with a supplier partner
  (29:45) Converting a good trip to a great trip
  (32:35) Collaborating with DMCs during high season
  (39:10) Cultural sensitivity and avoiding assumptions when working with DMCs
  (42:00) The value of overcoming challenges and regaining trust in a relationship

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FREE CLIENT WELCOME GUIDE:
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47 min
February 06, 202461. Auditing Trip Details To Minimize Errors And Enhance Client Experience with Ashlyn Puckett
It’s no secret that planning a trip involves numerous details. It's easy for small things to fall through the cracks, potentially impacting the overall client experience. Ashlyn Puckett, Tique’s workflow guru who previously served as a client experience manager for a host agency, walks through how to audit a trip prior to travel in order to minimize risk of errors and oversight.

According to Ashlyn, there are four main points to auditing a trip: the itinerary creator, airfare details, hotel preparation, and back-office tasks. Learn how these auditing practices can save you from headaches, ensure a seamless travel experience, and ultimately boost client satisfaction!

Register for the Niche Open House!
tiquehq.com/nch-open-house

Today we will cover:
  (02:50) The four main points for auditing trips
  (05:20) Significance of double-checking room assignments and concierge details
  (08:40) Spreadsheet used for auditing trips
  (17:50) Ensuring excursion meeting locations, times, and contact information are listed
  (21:25) Considerations for different generations and their preferred communication methods
  (25:20) Auditing airfare details; balancing traveler responsibility with providing guidance and support
  (29:10) Importance of hotel preparation and creating a VIP experience
  (38:05) Auditing the back office details
  (40:45) Checking insurance selection and obtaining written confirmation
  (47:36) Utilizing VA services for auditing assistance

Episodes Mentioned:
56. The Benefits Of Working With A Wholesaler with Melissa Krueger
59. What Details Your DMC And Hotel Wish They Knew with George Eliades
53. Demystifying Selling Travel Insurance with Susan Barbanel

THE LEGAL PAIGE - Travel industry agreement templates
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50 min
January 30, 202460. The Cost Of A FAM Trip with WanderLuxe Destinations
Ever wondered what goes into planning FAM trips? These familiarization trips allow travel advisors to experience destinations firsthand, build relationships with suppliers, and gain valuable knowledge to better serve their clients. However, the planning and execution of a FAM is often underestimated, and there are certain do's and don'ts that advisors should be aware of to ensure a successful experience.

In this episode, Tara D'Agostino & Jamie Jackson of WanderLuxe Destinations discuss the labor-intensive process of planning and executing FAMs, the importance of building relationships with partners, and the expectations and etiquette for advisors attending the FAMs. Tara and Jamie share insights on how they select advisors for each trip, the costs involved, and the significance of respect and engagement during site visits.

About Tara D'Agostino:
Tara, Owner and Managing Director of WanderLuxe Destinations, began her professional career in luxury travel after deciding to transition from the non-profit world where Tara worked for the Higher Education Student Assistance Authority, liaising between Seton Hall University and the State of NJ. While travel has always been Tara’s passion, she came to a crossroads where she decided to transition her passion into a career and became a Luxury Travel Advisor with Travelong of Summit in Summit, NJ. As she quickly adapted to the business and her client base grew, Tara was offered a Sales Manager position with Wegner Associates, and began juggling both sides of the trade until fully immersing herself into representation; something she quickly fell in love with! Wendy Wegner and Tara began discussing the succession and future of Wegner Associates, and in March of 2019, Tara acquired ownership, rebranded the company and launched WanderLuxe Destinations on July 1st of 2019.

About Jamie Jackson:
Jamie was born and raised in Bucks County, PA (a suburb of Philadelphia), but knew she would end up in the South. She earned her BA from Elon University in North Carolina where she spent a winter term in Greece and semester abroad in London. Jamie and her husband spent 6 years in Palm Beach County, FL before settling in Charleston, SC where they reside with their two boys. Jamie has a passion for enhancing relationships between advisors, suppliers, and consortia to strategically improve and grow the business for all parties through education and resource development. She believes that travel enables collaboration, innovation, education, and celebration.

wanderluxedestinations.com
[email protected]

Today we will cover:
(03:00) The background of Wanderlux Destinations
(11:05) Advice for new advisors investing in FAMs
(13:05) Planning and coordination of FAMs
(15:35) Factors considered when selecting advisors
(20:25) Setting expectations and FAM code of conduct
(25:15) Labor costs and expenses associated with organizing FAM trips
(26:35) Showing respect and being professional
(34:20) The high energy spend and empathy required
(40:50) The financial investment and costs involved
(44:00) The impact of cancellations and non-refundable fees
(45:05) Additional cost of tipping and how to financially prepare for a FAM
(49:05) Do's and don'ts of site visits
(53:25) Supplier's perspective on the cost and investment of hosting FAM trips

Listen to Episode 3 - Preparing To Go OOO? Do These Things First

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58 min
January 23, 202459. What Details Your DMC And Hotel Wish They Knew with George Eliades
Creating a seamless client experience in the travel industry requires effective communication, collaboration, and attention to detail. By sharing comprehensive information with DMCs, travel advisors enable them to craft personalized itineraries that meet the client's expectations.

In this episode, George Eliades of Seez Travel discusses the importance of creating consistent client experiences and shares insights on what information is helpful for a supplier to have in order to create unforgettable itineraries. Learn about the significance of setting boundaries, effective communication with DMCs, and the importance of managing client expectations. By following these best practices and fostering strong partnerships with DMCs, travel advisors can elevate their client offerings and contribute to an exceptional travel experience for their clients.

About George Eliades:
George is currently the Managing Director at Seez Travel, a luxury DMC specializing in Greece. He brings experience from previous roles at ALGEAN GROUP, OMNI APIQO, Alpha Finance and Kappa Securities. George Eliades holds a 1988 - 1991 BA in Business Administration @ The American Intercontinental University. With a robust skill set that includes Investment Banking, Equities, Investment Advisory, Investments, Business Planning and more, George Eliades contributes valuable insights to the industry.

seeztravel.com/#/our-team

Today we will cover:
(03:35) George's background in finance and the story behind the name "Seez"
(10:50) How boundaries can enhance professionalism and improve client experiences
(16:10) The proposal process and its impact on suppliers
(22:00) Essential details to include in a proposal
(24:50) Questions to ask to understand the logistics of the destination, including transportation, walkability, and managing client expectations
(29:30) Why you should check flight availability before moving forward with the proposal
(31:50) Best practices for communication with DMCs
(39:45) Providing hotels with client information in order to create a luxury experience
(47:10) The need for good communication; Uncertainty leads to a breakdown in trust

CLIENT COMMUNICATION TEMPLATES: tiquehq.com/client-communication-templates
All of the email, form, & task list templates you need to deliver a high-end booking experience for your travel clients!

SEMI CUSTOM BRAND KITS: tiquehq.com/semi-custom-brands
Browse our collection of pre-designed brand kits that are customized to your brand's unique personality by our talented Creative Director!
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JOIN OUR NICHE COMMUNITY: www.tiquehq.com/niche
FOLLOW ALONG ON INSTAGRAM: www.instagram.com/tiquehq
CHECK OUT OUR SERVICES & PROGRAMS: www.tiquehq.com
52 min

About TIQUE Talks: The Business Podcast for Travel Advisors

From the publisher's feed

Welcome to TIQUE Talks Podcast - a live-workshop style travel business podcast packed with actionable step-by-step tips that are helping hundreds of travel advisors redefine success, grow their bottom line, and find balance in their business. Join us, Florida-based business partners Robin Bradley and Jennifer Jacob, for value-packed, hilarious conversations and impactful interviews with other industry leaders.