Risky Business

A couple of years after we launched our cruise agency, we were rapidly growing a fan base of loyal clientele. An early customer was an executive vice president of sales at Dell Computers. He had been pleased with the way we handled his personal vacation, so he asked if I would be interested in bidding on the company’s next sales incentive, which happened to be two cruises.

When I worked aboard ships, we handled hundreds of incentive groups each year, but as a travel professional, I was clueless.

He put me in touch with the team responsible for contracting the trips. Later, the team let me know they were just humoring the VP by meeting with me. After all, at the time, our agency was a local four-person shop, and Dell was used to dealing with large incentive houses like Maritz, so I didn’t think we had much of a chance.

The Dell team and I were met aboard Majesty of the Seas by a Royal Caribbean salesperson. Our first stop was to be the Royal Suite on Deck 10. For some reason, the seasoned sales person took us to Deck 9. I thought she might have a plan behind this detour, but after we walked the entire length of the ship to the bow, she realized her mistake.

This did not look good for Royal Caribbean—or me. I saw what little chance I had to capture the business slipping away.

I knew I had to act fast. “Follow me,” I said. Instead of backtracking, we went through the Crew Only door and up one flight of stairs, where we ran into the Captain.

Fortunately, I had worked with him when he was a first officer, so after a brief introduction, we exited into the passenger area directly adjacent to the Royal Suite. The rest of the tour went off without a hitch. When the Dell team asked questions to which the salesperson answered “no,” I explained to them that if it was important, we could probably find a way to accommodate their request.

Later, I asked the team leader what he thought of the ship and his response floored me. “Dan, we were really just humoring the boss, but you proved that you know exactly what you are doing and how to work the system,” he said. “The trip is yours!”

As we disembarked, I don’t think my feet ever touched the ground. We worked closely with the Dell team to pull off what were the company’s highest-rated incentive trips ever.

To quote Richard Branson, “If somebody offers you an amazing opportunity but you are not sure you can do it, say yes—then learn how to do it later!”

We didn’t know how we were “supposed” to handle an incentive trip—I usually don’t advise agents to take on large incentives unless they are fully aware of the risks and liability involved—but I would not be where I am today had I not said yes to the opportunity.

If you are willing to take a calculated leap of faith, you never know what doors can open for you.