If you still rely on snail mail, in-person meetings and other old-school communication methods, you and your travelers are missing out.
Sure, there’s something charming about mailing a letter, and it’s always nice to spend some time with a client in the office. But when it comes to sharing important trip information, these methods no longer get the job done.
I know this may be hard to hear — and for some of your customers, it’s likely to be even harder. Many don’t like change. If you tell them your trip communications in the future will all be electronic, some will push back. But in my experience, although they may complain, they will eventually adjust. And, in the end, the change will benefit both them and you.
Take it Slow
Switching your travel organization to all-digital communications will save you and your customers time and money. But like all big changes, it’s best to take this one slow. You have to ease into the change.
A great way to start this process with your travelers is to give them some kind of incentive to switch from paper to electronic communications. Or you can appeal to their sense of time and explain how much faster they will get the information. You should also express that there are some communications you simply cannot send by mail, and you don’t want them to miss out on these important messages.
Here’s where things get tricky: Many people are protective of their email addresses and don’t like sharing them with businesses. Some older customers might tell you that they don’t have an email address. Trust me — they do. But they don’t want to communicate with you by email because they like hearing from you on the phone or stopping by the office to chat.
Those things can still happen, of course. But through email, you can communicate more frequently and share more helpful information with them than you ever could in the past. This is important because you want to give your travelers access to all the information available for their trips and the places they’ll be traveling.
International Considerations
Electronic communications will be critical if you’re taking groups abroad this year and beyond. Most countries now require visas or travel authorization, and many of them require applications to be filled out online. Moving your travelers to digital communications prior to international travel will ensure they are equipped with the knowledge they need and have quick access to any forms they need to complete.
When I have a group traveling internationally, I create an email just for their visas and travel authorizations with helpful links and videos on how to complete the online forms or apps. Some countries are moving toward app-based visa processes, so it’s also important for travelers to have a smartphone when traveling.
My international travelers receive emails regarding pre- and post-night stays. I also send ideas for helpful travel items, fun facts or videos about upcoming destinations, info about how or where to book optional tours, and more. Using digital communication allows you to offer all these additional tips and resources that wouldn’t be possible by mail.
Pre-Trip Webinars
Believe it or not, I like webinars better than in-person gatherings for pre-trip meetings.
Before all my tours, I offer a pre-trip webinar. I use Microsoft Teams, but there are many other platforms you can use to create a webinar.
So, why do I like the online version better than the in-person one? While I love socializing and seeing my travelers face-to-face, offering an online option is a better alternative. For any in-person event, there will be a number of people whose schedules don’t permit them to attend. But more travelers can make an online meeting work with their schedules. Additionally, you can invite vendors or tour companies to speak about what your travelers will encounter. Everyone will be able to clearly hear what you are saying. And you can record the event and send it so that those who missed it still get all the details — and those who forget things can refresh their memories.
Final Documents
I also prefer email over snail mail for final documents. Emailing final documents and important information required for the trip ensures everyone receives the information in a timely manner. I have been in too many situations where the final documents were sent through the post office but didn’t make it to a traveler — or didn’t arrive in time for the trip. It’s frustrating and embarrassing.
Sending final documents via email gives travelers critical information faster and ensures the transfer is successful. Yes, there are things like bag tags and other physical items we like to give to our travelers, but most major tour companies now hand those out in person. If cruising, you already must have your travelers print a luggage tag. Making the change to email saves quite a bit of money on postage costs.
I can go on and on about why digital communications are more helpful for travelers, but the most important consideration is how helpful it will be for you. Sure, transitioning your travelers from paper to email may require an up-front investment of time and effort. But in the long run, it cuts back your stress, frees up your time and saves a lot of money.
Your travelers get much more information. And you get the peace of mind that comes from knowing your people have everything they need.
