Question: How do I handle a client who's afraid to travel to Mexico after hearing something on the news?
Tammy: Great question. Being 'afraid' to travel is something agents hear every now and again from their clients, making it a topic you're going to have to deal with sooner or later. As a professional agent part of your job is to ease any of the fears your clients may have, and in a way that makes them feel like you're not just trying to appease them and instead have a true concern for how they feel.
It does seem like every time we get a news alert these days about something bad that's happened in another country people begin to wonder if they should avoid that country or even change their travel plans after they've already booked their vacation. While these news alerts shouldn't be ignored it's good to always keep in mind that some clients simply need a little more attention than others. (Maybe these clients are always afraid?)
For example, a recent advisory on avoiding Mexico due to crime and gang activity was put out. Upon further exploration, the advisory only includes five states, not all of Mexico.
Montego Bay in Jamaica is another example due to a news alert about violence and drugs in Jamaica that recently came out. Dig a little deeper and see that what's being recommended for travelers is to stay in their resort area. They even state when traveling at night to just be careful, so it must not be too terrible, right?
Violence, drugs and more exist everywhere. Unfortunately, they're just a part of life.
When people call me and say there was a bombing in Paris, etc. I tell them to stop and think about it for a minute. What's the difference between those countries and ours? Exactly.
So how to handle a client who's afraid to travel after hearing a travel news alert? Know what your response is going to be.
Simply be confident and explain that these types of travel issues occur often. Tell them that all we have to do is look in our own backyard to see that we are no different here in the United States. Also, maybe tell them not to let outside forces dictate how they want to live their life? You could mention that solo traveling is not recommended.
Just be sure to practice your approach so that the next time a client calls you you're able to assure them, as this is the best way for you to not lose a sale.
The role of a travel agent has changed quite a bit over the years, another of the many reasons why travelers need a travel agent on their side.
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