Breakout Session
Industry chatter on a topic that's important to you
In this issue, we asked travel advisors this question: How do you know when it's time to fire a client? Let's take a look at what they had to say.
“As a travel advisor you want to work with your clients to do your best to curate a great travel experience. Often travelers come to me with their ideas in a ball of confusion. I explain why this may not be possible to execute. Some clients cannot give up hands-on control, making it difficult to plan. Trust is important in the client/advisor relationship. When you refuse to trust the process and acknowledge my experience, I know immediately you are not my client. I tell you I cannot help you and politely suggest that you seek help elsewhere.”
-Connie A Ellis, travel advisor at Mokka Travel
“Firing a client is necessary when values don’t align or situations become unmanageable. This includes persistent disrespect, unreasonable demands, late or missed payments or unethical behavior. If the client’s actions negatively impact your business’s well-being, employee morale or overall productivity, it’s time to consider ending the relationship. Prioritize a professional and respectful approach, explaining the reasons clearly and offering a transition plan if possible. Maintaining integrity and a positive work environment is essential for long-term success.”
-Marcus Williams, owner of Impressive Travels
“As a dedicated professional, I strive to assist clients in curating a vacation package that best meets their needs. Building relationships with clients is paramount for finding the top match for communication, itineraries and budget(s). Phone calls and in-person meetings provide key indicators for expectations and set the tone between travel agents and clients. However, once in a great while, a referral to another agent could be a better fit for all.”
-Dana Pawlak, travel agent at Magical Moments Vacations
“Knowing when to fire a client is crucial for maintaining a healthy business relationship. If a client consistently disregards agreements, exhibits unethical behavior or creates a toxic work environment, it may be time to part ways. Signs include repeated missed payments, disrespectful communication or unrealistic demands that strain your resources. Before firing a client, communicate concerns clearly, offer solutions and set boundaries. For example, I recently worked with a honeymoon client who was consistently dissatisfied despite our thorough research and updates. We parted ways amicably (or so I thought), but they retaliated with a 1-star review on The Knot. Despite agreeing to our standard engagement/consulting fee, they initiated a chargeback, after we agreed to provide a refund. This experience taught me the importance of setting clear expectations, addressing issues promptly and prioritizing professionalism even in challenging situations.”
-Denise Canon, president/owner of Travel Concepts KC
“The best travel agency and client relationship is symbiotic. Each party gains something for what they offer. Often the exchange can become uneven. When the client has unrealistic expectations, there is a disconnect between the parties. Recently, a potential client wanted to travel to Italy to visit her daughter attending school in Italy. While at my desk with her traveling companion, they both were on their phones finding ‘cheaper airfares.’ The prices were one-way and not round-trip. I was advised of an exact location in Florence for a hotel. They thought every hotel was too expensive. Sometimes you can have a discussion about expectations. In this instance, it was the right choice to tell them I cannot assist them further and advise them to do it themselves.”
-Rick Ardis, general manager at Ardis Travel
“Knowing when to fire a client is important for maintaining a healthy business. If a client consistently disrespects your boundaries, makes unreasonable demands or fails to pay on time, it might be time to part ways. Additionally, if they cause undue stress, ignore your expertise or negatively impact your work with other clients, reassessing the relationship is necessary. Letting go of a client can be challenging, but prioritizing your well-being and business integrity matters. Trust your instincts and remember your value — making the right choice for your business is key.”
-Shamica Davis, chief experience officer at JTS Vacations
“I have past clients who have booked three successful vacations with me, but last year after I did extensive research, they did not travel. Fast forward to this March, and I quoted at least six resorts and date changes over the course of several weeks. On my last follow up call, the husband tells me he'll get back to me with new dates. Never heard back and then see a picture they posted on Facebook at one of the resorts I had offered. This was a Sandals property, and kudos to them that they don't play with pricing. We as agents are always given the same price as direct bookings, so the ‘better deal’ doesn't apply here. They just took my quote and ran with it. So disappointing. Read this recently: ‘Maturity is learning to walk away from people and situations that threaten your peace of mind, self-respect, values, morals and self-worth.’ AMEN!”
-Joanne Hunt, owner of Pompton Plains Travel
“Honestly, firing a client is always a tough decision; however, it comes down to setting boundaries for myself and my business. Thankfully, I've only had to part ways with one client who simply did not appreciate my services. They had a vacation planned in advance with me and then a week before travel wanted me to change the entire trip to a completely different destination. And that's only half the story. Even after quickly putting together a new itinerary (I did charge them a change fee) they didn't complete a portion of the trip and then wanted a refund. They never got that refund, and I realized they are not the clients for me. As travel advisors we have to know our worth and value with regard to the services we provide. Not every person is your client and that's okay.”
-Janis Bailey, travel advisor/owner of Sol Journey Travel
Originally appeared in the Fall 2024 issue of The Compass magazine
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