Open Mic: Advisors on How To Handle Tough Clients

Open Mic is an AGENTatHOME series focused on gathering advice from travel advisors to help you boost your business. This issue puts the spotlight on how to handle the clients who don’t make it easy. 

Kasie Otey, Independent Travel Advisor, Travelmation

@kasieotey

Over the last 4 1/2 years as a travel advisor, I’ve learned two business-changing tips: Not all money is good money, and the difficulty of travel days is often underestimated. I like to say I handle difficult clients like it’s my job — because it is! As humans, most of the time, we just need to be heard, and that is especially true when clients are traveling.

Troubleshooting what’s most important, recognizing the actual issue at hand and answering their problem with empathy first — and a solution second — is key. We know that boots on the ground often get the answers quickest, but that’s not always the first solution clients want. Taking a deep breath, removing my own emotions from the situation, setting expectations and giving my clients an action item that I am doing will typically give them a moment of relief from the start. As long as you create and keep a culture of servanthood and trust with your clients, you’ll not only be able to reinforce how diligently you’re working to find a solution, but also why they chose to trust you with their travel plans.

Melanie Rodriguez, Independent Travel Concierge, Life Is Better Traveling

@travelingwithmelanie

When we talk about difficult clients, they usually fall into a few categories. Some expect a very high level of service; others are bringing anxiety into the planning process. Most of the time, they just want to feel heard and know their priorities are actually landing with you. So much of my job involves acting as a travel therapist. 

A big part is emotional management, since travel is tied to money, time and family dynamics. Client intake is often the key to avoiding issues later.

From there, boundaries are everything. Be explicit about timelines, communication windows and decision points. Set expectations around response time and the pace of the process. Emphasize that this is a partnership and that patience matters.

Structure builds trust, and trust lowers stress. When clients understand how you work, they relax, and the relationship becomes collaborative instead of reactive. That’s when they feel they can just lean in and trust that you’ve got it covered. 

Ashley Theis, Founder and Lead Travel Designer, The Constant Wayfarer

@theconstantwayfarer

Managing challenging clients starts with recognizing that boundaries protect both you and your business. While you cannot control a client’s reactions or behaviors, you can control your responses and the frameworks within which you operate. Clients who micromanage, make excessive demands or communicate disrespectfully often simply need validation that their concerns are being heard and taken seriously. Active listening can transform difficult interactions into productive partnerships.

The key to preventing these situations lies in proactive preparation. Before engaging with new clients, take time to evaluate your workflow and establish clear parameters around communication channels, response times, revision policies and project scope. Document these boundaries explicitly in your client agreements. Remember, boundaries aren’t barriers to good service — they’re the structure that enables you to deliver your best work while maintaining healthy, sustainable client relationships. 

Jessica Upton, Travel Advisor, J.Upton Travel 

@juptontravel

I handle difficult clients by leading with clear communication and setting boundaries. From the outset, I outline what the planning process looks like step by step and how we’ll communicate, so expectations are set early. 

In my experience, most challenges arise when clients don’t follow those guidelines, such as texting instead of emailing, or calling during the planning process without scheduling time. I “train” clients by consistently redirecting them to my preferred communication channels. If someone texts me, I’ll respond by email and follow up with a quick text letting them know where to find my reply. If they call unexpectedly, I let it go to voicemail, which clearly instructs them to email me.

When a client is difficult due to an issue during travel, I focus on listening first. Most frustrations can be resolved by allowing clients to feel heard and then collaborating with my trusted supplier partners to find a reasonable solution.