July 14, 2008
Letter writer can run from YTB, but he's running from business
I am not interested in apologizing for those two so-called YTB reps mentioned in Danny Borg's letter but I have to say that I am thankful that those types are few and far between. They missed the boat regarding customer relations, business ethics and business etiquette.
Trust me, Danny, even though they thought their intentions were honorable, their approach lacked finesse. I don't blame you for not wanting to do any business with them. However, I do believe that you should look at the business model that YTB Travel Network and YTB Travel and Cruises have to offer, because it is spectacular.
There are brick-and-mortar travel agencies that are associated with YTB Travel Network because they saw the possibility of increasing their bottom line without compromising their customer service. And they saw an opportunity to increase their customer base with people they were not reaching because of the convenience of the Internet.
Realize that you are missing out on the income-producing group of people who are comfortable with making their own plans and bookings on the Internet. They have sidestepped your store because they can accomplish this task from the convenience of their own home at whatever hour of the day suits them. They are either using a family or friend's YTB website or Expedia or Priceline, etc. But whichever e-company they are using, they are not coming into your store to see you.
Regardless of the cost of maintaining the website, which is a constant update of pricing and trip information, the monthly charge is no more than you pay for your cellphone or for an extra line for the fax machine. That is just the cost of doing business, and since it is tax-deductible, it is no cost in reality.
And isn't it great that if a customer of ours cannot get in touch with us, they can fall back on the YTB Corp. office hot line where they can talk to another travel professional equally qualified to answer all their questions? Who do your customers call when they cannot get in touch with you?
Rest assured that the comments you made in your letter will keep all YTB reps away from you and your business. But that only means you have lost out on some really great business friendships and networking relationships. I know I won't be contacting you to offer you a new way to get new money flowing to your business. And isn't what makes business grow relationships and networking?
Kathryn Hoyt
YTB Travel & Cruises
YTB Travel Network
Brooksville, Fla.
So, what is everyone's opinion on this? I know Rod and several YTB RTAs called Danny to express their displeasure and tried to "set him straight" as this letter writer did. A quick Google search yielded this from the St. Petersburg Times:
Hoyt can be reached at 277-7300 or via her Web site at www.travelkatz.com.
What an idiot!!!
ReplyDelete1. Most brick and mortar agencies have a website with an on-line booking engine. Why would an agency confuse a client, and dillute their branding, by adding YTB?
2.Since when can a client call the YTB office and get a "travel professional"? Don't they just refer everyone back to the vendor?
3. Why would a respectable agent with their own IATAN utilize YTB? It would only harm their reputation.
4. Utilizing YTB would mean giving up 40% of their commissions. Why would any smart agent want to do that?
This woman clearly has no understanding at all of how a traditional agency works. Real travel agents are all about service. Pointing someone to a website is not providing a service. It's taking a commission and doing zero work. And given those big $1.00 commission checks the YTBer posted earlier this week, they don't have a clue how much they are loosing in commissions by hooking up with an mlm.
I tried to call Kathryn last week but didn't get an answer. I was going to tell her by answering Danny Borg's letter she gave the letter credibility. Danny's letter deserved no credibility. After I talked to Danny before I called Kathryn, I discovered his stories were fictional IMO. Kathryn should have done investigation into the alleged incidents before she wrote her letter in reply to Danny.
ReplyDelete1) Danny said the cruise took place on Azamara (Yeah right). Azamara and YTB haven’t had a business relationship since November 2007.
2) Danny didn’t take the name of the RTA even though the RTA spent a whole lot of time talking with him.
3) Danny told me a senior regional BDM from Princess was in his office and told him that Princess Cruises won't let YTB RTAs book with them. (Danny’s Wrong)
4) Danny told me he wasn't going to right the letter to the TW editor about the alleged RTA recruiting ordeal on the Azmara ship and consider the incident an unfortunate freak occurrence, but when a second YTB RTA entered his office two weeks later wearing wrinkled shorts and suntan lotion smeared on his face asking to see the owner. Danny said this second RTAs goal was to recruit him with those claims of tripling his travel sales and the advantages of network marketing, travel going to the internet, etc. we have all heard before. Danny said the two incidents so closely in timing, "pissed him off" and he had to write the letter. (Yeah right) Guess what? He had a good long conversation with this second alleged YTB RTA and yet didn't get his name either.
5) Weird to me that both of these two rogue RTAs didn't get reported to YTB, but got high publicity on TW to get max exposure.
6) Last but not least, Danny was real conversational with me and during our conversation he informed me that there was a high level BDM from a tour company who came his office and told him there was a tour company that refused to allow bookings from YTB RTAs. I said, "really? what's the name of the tour company? Danny defensively responded, "now wait a minute here, who are you? You sound like you are with YTB." I had already told Danny when he first answered the phone I'm just a guy who used to be with YTB that was researching the incidents he publicized as I am in the search for a good "hosting agency". Danny refused to give me the name of the "alleged tour company". I wonder why? I'll tell you why. I had already busted him on the lie he told me about Princess Cruise Lines not allowing YTB RTAs to book cruises. He already had "several other alleged stories" going and didn't want to get caught in another lie.
There are so many holes in the stories Danny wrote in his letter and combined with what he spoke to me about, there is no way that letter should be given a ounce of credibility. Danny is another zealot TTA who is on the anti-travel mlm bandwagon willing to do harm to the reputation of YTB by going public with erroneous information to accomplish his goal.
Congratulations, John, you got me to stop ignoring you this time.
Rod--your story differs from what you told me on the phone. You make it seem like there were two companies that said they did not do business with YTB
ReplyDeletePrincessa and another tour operator.
On the phone you told me it was Princess and when you asked the name of the BDM he decided to stop talking. So, now you have your own incvonsistency.
As for the Azamara. Whatever. It was a Med cruise they book up in advance. Azamara is a small ship, the RTA and Danny were likely booked well before the split.
If you sold travel, you might know the booking patterns of certain destinations.
But what about Coach filtering the $8M for the statue to his privately held company? IS there an outrage on that? Maybe you can get some investigation going there. I don't think it is a Christian thing to do!
Rodney--if you want to check with Kathyn..just click on her name it will take you right to her email address.
ReplyDeleteI already sent her a note explaining that she is clueless and thanksed her for making YTB in general look like the amateurs they are!
Rod, I am confused. You quit YTB because you weren't making any money. But you spend an awful lot of time worrying about and defending YTB. I'm not critizing you, but I don't understand what you are trying to accomplish. What is your goal?
ReplyDeleteI agree she has no idea how traditional agencies work. We not only have our own website but we do have after hours services. The difference is when a one of my clients books online and then has questions they can call me and get help from a "real" TA and I never refer them to the vendor. The clients can even call in the middle of the night and they will get our after hours service also offers assistance from "real" travel agents all of whom must have a minimum of 2 yrs international travel experience to even get hired (the least amount of experience happens to be 9 yrs).
ReplyDeleteAwfully quiet in here. I guess the RTAs and Reps now see a bigger threat than the psky old TTAs. Their "inferior" MLM-Pyramid/Ponzi Scheme competitors are succussfully taking away all their recruits and their people!
ReplyDeleteAll of a sudden, we are not so bad.
But you know what, in a little bit (not sure when but you can be sure it will happen) old Coach is gonna wish for the good old days when the TTAs and MLMs were a thorn in his side.
Pretty soon, ole coach and the boys will be dealing wtih the SEC and FBI and when that happens, you can bet it won't be a good time! They are gonna crawls so far up his ass it won't be funny!