There’s a funny thing about travel bookings — they don’t stop coming in when travel advisors are away. Nor, for that matter, do client inquiries, or a range of other pertinent issues.
So, how should advisors manage their businesses while traveling? We asked a handful of experts for their advice on everything from technology and planning to support systems.
A Team Effort
“At Love to Travel, we really operate as a team,” said Kim Cook, the agency’s owner. ‘When I’m away, our travel concierge and other booking agents step in and make sure everything keeps moving.”
Her team closely monitors emails and client requests to work toward ensuring nothing falls through the cracks.
“Our clients know they’re in good hands, whether they’re talking to me or another member of our team,” she said.
Ken Keefer, owner of CK Tours & Cruises, says that when he’s out, he relies on his “amazing assistant” who handles anything that pops up when he isn't reachable, adding that everyone in the office works on keeping the business running smoothly.
One of the first steps Claire Schoeder, an independent contractor with Elevations Travel, took when she first became an advisor was to partner with a colleague in the office on a reciprocal basis.
“Urgent situations need to be handled in a timely manner and cannot wait until you connect via email,” she said.
For her part, Sarah Kline, president of Time For Travel, makes it a point not to alert clients when she’s traveling.
“For whatever reason, that seems to trigger more questions, changes and often fruitless inquiries that can easily wait,” she said. “Instead, I set clear expectations for response times so they know I’m attentive without opening the door to unnecessary back-and-forth.”
Capitalizing on Technology
Schoeder of Elevations Travel never leaves home without her laptop and a tablet with a portable keyboard.
With a subscription to Splashtop, a remote access and support software platform, she’s able to connect to her work computer.
“I also use a VPN, as well as more private texting services such as Signal or the encrypted WhatsApp,” she said. “It’s all about security for me.”
For Kline of Time For Travel, a huge game-changer has been virtual phone system GoTo.
It works right through an app, so we can take and make calls from anywhere,” she said. “This has freed me up to move around with confidence while keeping communication seamless.”
To make sure nothing falls through the cracks, Kline also creates a virtual file for any issues that crop up while she’s away.
“That way, I have a central place to capture items, follow up as soon as I’m able and easily refer back to ensure every detail is addressed,” she said.
Keefer of CK Tours & Cruises, meanwhile, keeps all his devices on while traveling in case of any emergencies.
“In today’s electronic world, and with tools like Tern coming online, it makes it simpler than in the past to stay on top of what is happening,” he said.
Pre-Trip Planning
Before she heads out of the office, Kline assesses what will demand her specific attention while she’s away, versus what her support system can handle.
“Being intentional about this not only lightens the load while I’m away, but also builds efficiency into my business long-term,” she said. “I go over pending items, including clients who are traveling, so that my office partner is aware of people who may need assistance while traveling or need to book/make changes to air travel while I am gone.”
Cook of Love to Travel stresses that this kind of preparation and efficiency are key to keeping things running smoothly while she’s away.
“I leave a clear handoff with any time-sensitive items, and we use shared systems, email and CRM to track client requests and bookings,” she said. “Everyone can see what’s going on and step in where needed.”
Cook notes that she makes certain everyone on her team is absolutely clear on what their responsibilities are — and working together to manage it all.
“Some focus on new inquiries, others handle existing bookings, and our concierge is great at catching anything urgent,” she said. “This way, our clients always have someone ready to help, and the work doesn’t pile up while I’m out.”
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