Or is he beginning to get it too? I cannot believe that Marc Mancini, the man that YTB said was heading their charge to become the world's largest travel agency would actually believe that there is a viable future for e legitimate real live travel agent. I mean isn't travel all about referring people to your website and then seeing if they would like to sign up and get a discount?
Last week, Marc had a column in Travel Weekly entitled Creating Opportunity From Travel Expertise. Scroll down it was a bit hard to find, but was obvious in the print edition. Some of the comments he makes include:
So here's my investment tip for you: Here are three more things that currently are scarce and getting scarcer, things you should invest in right now: time, service and expertise.Uhm, well I guess MLM does not have that.
And expertise? In today's Web world, there's so much information that a professional who can find, sift through and interpret what's relevant has a rare skill indeed.Uhm, what do you mean? We just point people to our sites and the site takes care of it.
Yes, all this is sort of obvious, yet most of us have yet to integrate it into the way we work, sell and market. You must target customers who don't have the time to buy online and who hit the Internet to book travel only when they can't find anyone knowledgeable and efficient enough to do it for them.But, but but..Marc, 80 Million people like to book online. I was told that was fact!
Another tactic: Promise in all your promotions and networking to do things more efficiently and better than anyone or anything else (that includes the Web). Underscore the time savings you can provide. Cite your certifications and expertise. Volunteer to write a travel column for your newspaper or write a blog; anything that brands you as an expert.Finally, something that makes sense. I will just flash my CRTA card and my CLIA card that I bought for $149 and $25 (respectively) and that will prove it!
Well, there you have it folks. Straight from the mouth of the lead trainer of the largest travel MLM in the industry. All of a sudden the future does not look so bright for the model now does it?What about the service issue? This is your ace in the hole, because a computer may provide personal service, but not personalized service. It's a machine, after all, not a person.
It has an especially difficult time dealing with more experiential, unique or complicated products, like cruises, resorts, tours and FITs.
In fact, the Internet's content is so dense, biased and contradictory that many customers who'll happily book a flight online fear buying a more complex or expensive product on the Web.
For such purchases, a customer wants someone, not something. And if they feel you know your stuff, then loyalty will almost surely follow.
I once met a couple who were on their first cruise. I asked them how they chose the line, ship and sailing we were on. "Well, we started with the Internet, but we simply got more confused. So we went to a travel agent our neighbor uses. She recommended this sailing."
"Is it what you wanted?" I asked.
"Absolutely," they replied.
And then they said something quite unexpected. "And you know, that $150 service fee we paid her was totally worth it."
I think Marc may be a lot like Coach--he follows the dollars and when they go away, he moves onto the next thing. I mean his reputation HAD to take a hit when he took this on. Does he list the 35th largest travel company soon to be the largest in the wooooorrllllddd as one of his clients on his CV?
ReplyDeleteWow, John....major stretch.
ReplyDeleteMArc wrote a column FOR TRAVEL AGENTS. Not a column saying that the TTA is better then MLM. He doesn't imply they aren't but no mention.
He is talking about, (and you included it in your post) how to give good service to those that are seeking it out.
Your reference to the 80 million who boook online is misplaced in this blogpost as he isn't suggesting you as TTAs even target those people. In fact, to me, he implies giving up on them. He mentions no new young TTAs are coming into the mix, so in order to survive before you retire you have to go out and find those that are looking for you.
John,
ReplyDeleteWHere is the "aha moment"?
He wrote a column for travel agents showing them how to get businesss and that is some kind of "what have I done getting involved with YTB " moment????
I think YOU need a vacation, gather your thoughts and only make a post when there is actually something meaningful and relevant to post to the main theme of your blog.
Of course it is your blog and you can do what you want, I am just trying to help you not look so bad as you seem to do daily with your meaningless drivel.
I don't think John's interpretation is off base. Marc said "What about the service issue? This is your ace in the hole."
ReplyDeleteYTB provides no service. Great service will never go out of style. Haven't you ever been to Nordstroms? Wasn't " Who moved my cheese" a best seller?
Not the point Kate.
ReplyDeleteHe (marc) is making a point to remind those specific people he is addressing to utilize their expertise in their remaining niche. Thats all. No reference to YTB, he even makes a point to state how internet travellers are a lost attempt at business and to focus simply on those that want to use a TTA. If anything he is suggesting a few ways to simply survive until you are totally obsolete.
"few ways to simply survive until you are totally obsolete."
ReplyDeleteSound like someone has been guzzling the Kool-Aid.
I started my agency in 2003, and business has more than doubled every year since; most of my clients tell me that they hate calling my main supplier directly on the phone due to their call center staff and that their website is horrible; they love the services we provide to them, and they keep coming back and they refer their friends and family to us again and again.
I've had to hire agents, and I'm in the process of training 2 new ones as we speak.
My agency specializes in only one type of travel.
I doubt that I will become obsolete anytime soon.
Well since you specialize in something specific you will likely survive and I wish you all the success in the world.
ReplyDeleteYou also sound like the type that would happily adapt to whatever comes your way to continue with your specialty.
The only reason Marc Mancini is even bothering training you yahoos is because Crotch threw a lot of $$$ at him. He sold his soul to the devil. Don't think for one moment you are going to replace us because you are not. Crotch will fly off into the sunset with his jet full of booty onto the next greatest MLM thing and you all will be left standing in the contrails...
ReplyDeleteTypical....oh this does not apply to us. Marc is only writing the column to appease the TTAs till YTB makes them obsolete, anyone can see that!
ReplyDeleteI did not say he dissed YTB. He is touting service and expertise...two things that YTB and all MLMs are sorely lacking as is evidenced by Ann's report yesterday
ReplyDeleteThis entry is a s-t-r-e-t-c-h!
ReplyDeleteYes, and for every one of those people who will go into the travel agency and get information, another one will walk right back out and book what they learned about online and avoid the service fee.
Sorry, but it happens.
I don't recommend it.
But it happens.
Face it, TTAs.
There are millions of people who DON'T NEED YOU.
They could care less about how much you know about travel.
They are going to book it themselves online without your expertise.
And we are going to get our share of those.
Yes, Marc Mancini knows how to market his expertise to the audience he is teaching.
He's a smart man.
Glad to be working with him.
YTB and TRAVEL: A Great Mix!
Make sure the next time you see Marc that you explain to him that "Millions of people do not need professional travel agents and could care less about knowledge or expertise. That they are going to book it online themselves without expertise"
ReplyDeleteThen ask him why he is even bothering to "train" YTB in the first place.
Are you saying that Marc is just using YTB because they are paying him and that what he says is not valid?
"There are millions of people who DON'T NEED YOU.
ReplyDeleteThey could care less about how much you know about travel.
They are going to book it themselves online without your expertise.
And we are going to get our share of those."
See, this is the problem. The majority at YTB don't want to learn. They want to point people to their website and have them book it themselves. They scoff at the trainng and expertise. Even though Marc is getting paid he is wasting his time. They don't want to learn nor service the customer.
Marc should be reading this!
JF -
ReplyDeleteWith all that you purport to know about YTB, you still don't get it.
On my Team, 25% of the RTAs have taken Marc's training as of this date.
More will be taking it in the future.
Some want to learn everything they can about travel.
Some are interested in just pointing people to their websites
I have taken his trainings.
They are excellent.
We cover both bases.
A Home Depot sells supplies to do-it-yourselfers.
A Home Depot also sells supplies to contractors who do it for someone.
YTB has many excellent travel professionals.
YTB has many do-it-yourselfers.
12,000 people came to St. Louis last summer to Convention which was not geared to travel training.
6,000 people came to Orlando last fall for the Funshine Convention and it was all about travel training.
Very impressive.
Our travel training will continue to increase for those who want to do more.
And our booking engine will be upgraded this year to satisfy the needs of those who want to book online.
YTB continues to get better and better.
And all of it adds up to millions and millions in travel sales.
The problem with that picture is YTB had over 100,000 RTAs at the time and only 12,000 people were able to afford the time (4 days)and money (paid about $800 on up to attend after expenses.)
ReplyDeleteThat's approximately 10% of the RTAs received the BEST training in YTB. YTB get the BEST training to about 10% of their RTAs. Nice.
Attendance to the East Cost and West Travel shows are even worse --6,000 attendees out of over 100,000 RTAs attend those. Less than 10% attend because it costs about $100 in expenses to attend so that means less 10% of YTB RTAs are getting the BEST travel training. Nice.
I meant to say the East and West Coast travel shows cost $1,000 in expenses not $100 in expenses.
ReplyDeleteMaybe the YTB RTAs are smarter than we give them credit for. They realize that they might "make" a few hundred dollars in a year and refuse to pay $1000+ for the training. Maybe they see what a bad deal it really is? Or maybe they went to a CRTA near them and saw that it was NOT about travel training at all and assume all training is like that!
ReplyDeleteI guess I need to get in on these $150 service fees. I don't know of any TTAs that charge a fee for a cruise, a vacation, or anything that is commissionable. Where is this coming from? I have charged a fee if I thought the person wasn't serious, but when they booked I applied the money. Is this typical or just more hype? I think it's double dipping and unethical.
ReplyDeleterod -
ReplyDeleteI love YTB while I hate YTB.
I want the TTAs to love me so I rail against YTB.
I want the RTAs to love me so I rail against the TTAs.
Your opinions are meaningless.
You said yesterday that you are "on a roll".
Yes, like a flat tire.
A total wuss who cannot stand for anything.
Rod - Mr.Milquetoast.
YTB and TRAVEL: A Great Mix!
Mix-Quit picking on Rod you asshole. Talk about meaningless opinions. You are a laughingstock and as screwed up as anybody.
ReplyDelete"Mix-Quit picking on Rod you asshole. Talk about meaningless opinions. You are a laughingstock and as screwed up as anybody."
ReplyDeleteDidn't mean to offend Rod's Mom.
YTB and TRAVEL: A Great Mix!
No mix is just a mean-spirited asshole with no friends or life of his own. He gets off on making fun of others because his own live is probably a living hell. Not the type to man up or woman up which ever the case may be. Instead sits here to name call like the high school bully. Do like mom says and ignore the asshole and eventually maybe he/she will go away
ReplyDeleteMartha -
ReplyDeleteI certainly cahrge a Vacation Planning Fee on every single vacation: cruise, land, FIT, escorted, whatever.... And most TAs do.
The fee ranges from $50 to $200 depending upon the amount of work involved - certainly an RCL cruise is a lot less work than an Eastern Europe FIT.....
I don't think Mancini had a "aha moment". I think he's always know this, but went with training YTB for the money he could earn at it...
You charge fees??? Thats' funny. I had a customer who was going on a Holland America Cruise reserve with a travel agent who was their friend. I curiously asked them what the total price was and I looked on my YTB website and the exact same cruise, cabin (well it was the one next to it in the same class) was exactly to the penny 200 less on my site. When the customer realized this, she called her friend and was told that it is customary to add a fee as "after all how would we get paid" is what she was told. She was trying to scam her friend out of an extra 200. Everyone knows that there is a comission built into the price. Well, she cancelled with her friend and booked with me, I am happy to get my 60% of 16% with Holland and saved the customer 200 bucks.
ReplyDeleteThat is scamming a friend I agree. Any fees that we charge are fully disclosed prior to the sale and in quoting and in invoicing. There are no surprises. And if questioned about the fee, we simply explain the value add that we bring to the transaction. If they like it, fine, if not, they have the option of purchasing elsewhere.
ReplyDelete"You charge fees??? Thats' funny. I had a customer who was going on a Holland America Cruise reserve with a travel agent who was their friend. I curiously asked them what the total price was and I looked on my YTB website and the exact same cruise, cabin (well it was the one next to it in the same class) was exactly to the penny 200 less on my site. When the customer realized this, she called her friend and was told that it is customary to add a fee as "after all how would we get paid" is what she was told. She was trying to scam her friend out of an extra 200. Everyone knows that there is a comission built into the price. Well, she cancelled with her friend and booked with me, I am happy to get my 60% of 16% with Holland and saved the customer 200 bucks"
ReplyDeleteMy clients know up front about my fees - so today I collect $150 a cabin on four staterooms and kept 100% of the 16% HAL commission of close to $6k. Who did better, you or me? Who will do better in the end? My client for whom I will comp limo transfers and for whom my consortium is comping a beautiful private shore excursion?