Make no mistake, there are going to be some needy, rude, and difficult clients, as well as those that are hard to please at some time or another using your services to plan travel. As an ITA or travel planner, what can you do to handle these difficult clients?
As a travel planner, you thrive on crafting dream vacations, but even after doing your level best, some clients can sometimes turn into whirlwinds of frustration, and when this happens they will pack everything out on you.
Difficult clients are going to be a reality for every travel advisor, and they key ways here, lie in approaching them with empathy, professionalism, and effective communication strategies.
Here are some key take aways for navigating challenging situations, and emerging victorious (or at least, with your sanity intact, well hopefully
.1. Stay Calm and Breathe:
The first step dealing with an irate client, is to manage your own emotions, and stay calm and collected. Difficult clients can be flustered, demanding, or even downright rude. React to this with calmness and professionalism at all times.
Take a deep breath, centre yourself, and remember that their frustration doesn't define you, or make you inadequate in your travel planning.
2. Practice Active Listening to Their Needs:
Listen actively to understand the root cause of the client's dissatisfaction and their problems. Don't interrupt, but rather give them all the time they need to vent their frustrations without judgment.
Acknowledge their concerns of the points they have made by summarizing what you've heard. Phrases like "I understand that you're disappointed with..." or "It sounds like you're really concerned about..." because this demonstrates that you're taking their issues seriously.
3. Focus on Finding Solutions, Not Placing Blame:
Shift the conversation from assigning blame to finding solutions to their problems and dissatisfactions. Don't ever get defensive or argue with the client, nor lash out at them when they are rude and obnoxious, no matter how hard it is in holding back.
Instead, offer them some options, and solutions, and present a positive approach. Be prepared with some alternative itineraries or solutions that address their specific concerns. Even politely ask them for some time to investigate their issues, and then report back to them when you are armed and ready with solutions.
4. Manage Their Expectations:
Sometimes, unrealistic expectations are the root cause of client frustration and they aimed to high in the first place. Be upfront and transparent about potential limitations or restrictions, and provide answers to why specific issues occurred.
For examples: Clearly communicate cancellation policies, baggage allowances, or loss, and any potential challenges associated with specific destinations.
5. Document Everything Clearly:
For your protection make sure at all times to create and maintain clear records of all communication with difficult clients.
This includes their emails, phone logs, and notes from meetings, the solutions you offered etc. This documentation can be crucial if situations escalate or disputes arise, even to legal aspects.
6. Know When to Walk Away (Gracefully):
There are times when a client's behaviour becomes abusive, rude or overly demanding.
It's okay, and sometimes necessary to keep sane to politely decline to continue working with them.
Explain to them that their needs might be better suited by a different travel advisor, and where possible, offer to help them find a suitable alternative for travel planning.
7. The Power of Empathy:
Sometimes, a little empathy can go a long way to defusing a serious or explosive situation. Try to see things from their perspective and find out if they are stressed about work deadlines impacting their travel plans, budgetary constraints or other issues that have cause their problems to arise.?
Example: Are they worried about unforeseen circumstances that occurred at their destination, loss or unforeseen circumstances at their accommodation etc.? A genuine display of empathy from you, plus some solutions can de-escalate situations and foster a more collaborative approach.
8. Use De-escalation Techniques:
Hard as it can be; learn to master the art of de-escalation.
Use a calm and soothing tone of voice, on the phone, or when face to face, maintain eye contact, and avoid using any accusatory language.
Acknowledge their emotions and offer reassurance using phrases like "Let's work together to find a solution" or "I'm here to help you have a wonderful vacation and can accommodate you with some alternative options to make up for the issues" are options that can shift the conversation towards a more positive outcome.
9. Offer Some Incentives (Sparingly):
In some cases, offering a small incentive currently, or for a future vacation or travel experience, can appease a disgruntled client.
This could be a room upgrade, a complimentary airport transfer, or a late checkout option or discount coupon for a future travel experience.
However, use these incentives strategically and sparingly.
Don't set a precedent of offering concessions every time a client encounters a minor inconvenience, because some people will take advantage of this.
10. Learn from Every Unpleasant Experience:
Every interaction, even the challenging ones with unpleasant and rude clients, presents a learning opportunity.
Analyse the situation and identify areas for improvement once you have solved their issues.
Did unrealistic expectations on their part contribute to the problem, or could you have communicated certain aspects of the itinerary more clearly?
Use these experiences to refine your communication skills and better manage client expectations in the future when planning their travel, and make sure they always know exactly what to expect and what circumstances are always going to be out of your control.
Remember that difficult clients are always going to be inevitable, and approaching them with the right skills and strategies, skilful ITAs can turn challenging situations into opportunities to showcase your professionalism and problem-solving abilities.
After all, a travel advisor's true expertise lies in handling any type of clients and we know that there are always going to be some that will complain at the drop of a pencil.
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