THE DESTINATION EXPERTS
Agent Training
The Destination Experts is launching a new, comprehensive 60-module training platform written and developed by the company. Training includes business skill training, ethical business practices, fraud prevention and industry platform training. “We have also developed an exclusive training web portal that will be available to members of our team that will encompass not only our own training material but those of our preferred suppliers and destination tourist boards,” says The Destination Experts President Deanna Byrne.
Marketing Support
The Destination Experts provides many of the same programs and services other large host agencies do, including: direct mailers and email promotions falling within the CASL guidelines; training and support for trade shows; cruise space and amenities; direct marketing sales and solutions; strong social media team; webpage promotions and full IT support.
Who Owns the Clients?
The reality is, no one ‘owns’ a client, says Byrne. “If an agent and agency provides excellent service, the client will remain loyal.” Agents contacting clients upon termination of contract is impossible to manage and enforce. “In the event an agent leaves and we have an open client file that is a different scenario. The agency manages that open file to ensure the client is taken care of before, during and after their trip.”
FLIGHT CENTRE ASSOCIATES
Agent Training
Flight Centre Associate training is typically individualized or in small groups. One-day comprehensive training sessions are held in Vancouver and Toronto. If travel to either of these destinations is not possible, then the training takes place over the phone and webex, says Lee Zanello, Brand Leader, Flight Centre Associates. Phone and e-mail support systems are in place as well as a “vibrant” online forum, where Associates across the country can get in touch with each other.
Flight Centre Associates also does three-month back-up training with each new Associate, which can be as long or as short as needed (up to a full day). “We take a look at their business, their systems, etc. and help them find efficiencies or re-train as needed,” says Zanello. “At the six month mark I have a solid conversation with all new Associates to assess the bigger picture of their business and help identify and support areas of growth. Again, this can be as long or as short as people need. We just want our new Associates to feel comfortable with us through their first six months and to know that support is there if they need it.”
A transition team for agents coming from another host agency is also available. The new Associate and the transition team member decide on any commission split. “The aim here is to not have any clients left in limbo while training, logins, contracts, etc. are being set up and put in place,” says Zanello.
Marketing Support
Associates have access to all of the Flight Centre deals and promotions and are given FCA branded materials to distribute to their clients, including FCA specific branded weekly flyers. “We also have a marketing kit that can be shipped out to local trade shows to help make booths look professional with a banner, tablecloth, ballot boxes, etc.,” says Zanello.
Associates also get their own website to run off Flight Centre Associates’ main domain as well as access to a pool of e-mail enquiry that is generated through the site. If an Associate wants to run an individualized campaign, Zanello or one of the trainers works directly with the Associate to make the idea fit the look and feel of Flight Centre’s strong branding.
Who Owns the Clients?
The agent.
