During the most difficult times of the pandemic, we envisioned a time when our industry would be out of survival mode and back into the thriving stage once again. With our current record-breaking sales and growth, I feel confident in saying that we’re thriving.
Still yet, there are obstacles that hold us back from reaching our full potential. One of the most important skills for anyone in life – and business – is listening. Active listening is how my team at KHM Travel Group puts our “People First” Core Value into practice. Along with integrity, acting with a “People First” mindset builds trust, a key element in any business environment.
According to Gallup research of the global workplace, only one in four employees strongly agree that their opinions count at work. So if you feel your voice is heard, it’s likely that there are at least a few people around you who would disagree. Around two thirds of those who feel that they're heard say they're thriving overall. That includes at work, at home and in everyday life. The impact is clear and demonstrates how feeling valued at work can extend beyond our businesses.
One of the cornerstones of being a successful travel advisor is knowing how to qualify your clients effectively. Instead of stopping at surface-level questions like “Where do you want to go?” the goal is to dig deeper. A travel agent’s job is to uncover motivations, preferences and priorities that shape the ideal trip.
Travelers seek out advisors because they want more than a quick search result. They’re looking for trusted expertise, tailored recommendations and the reassurance of having someone who understands them. By asking the right questions and listening carefully, you’ll not only design better vacations but also build lasting relationships with your clients.
Here are a few reminders as you work to practice and improve your active listening skills:
- Notice small details in the conversation.
- Demonstrate genuine attentiveness.
- Respond with thoughtful input.
- Keep an open mind.
- Recognize what’s being said and validate.
Following those tips can help you focus on exactly what your client wants. It also keeps your interactions positive, as you’re consistently showing your client that you care about them and their trip. That’s more than any online booking engine would ever provide.
The same concepts also apply to travel business settings outside of client consultations. Any conversation with a fellow travel advisor, supplier partner or people at your host travel agency should be held to the same standards of respectful listening.
In the travel industry, let’s bring out the best in each other by listening more deeply and becoming difference makers in our families, our homes, in our communities, our schools, our churches and in the world.
Let's lead with People First by listening with open minds. Let's live with integrity by giving space for honest voices. And let's use the power of strengths not just to build better businesses, but to build a better culture.
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