By Les-Lee Roland
Owner of The Package Deal

Waiting on Hold...
Don't Waste Your Time

How much time do you spend on the phone — not just talking to clients, but being on hold with suppliers? Sometimes I spend more time on hold than I spend researching an itinerary.
Isn't it interesting that some companies and cruise lines, who sell directly to the public, have a shorter hold time with their consumer lines than with travel agent lines?

Recently I spent over 40 minutes on hold with Rail Europe. That is after calling them twice before and being put on hold and giving up. You may be wondering what was sooooo important that I would waste that much time listening to ridiculous menu options — which didn't even include the department I needed to talk to — or dead air.

The reason was they had overcharged the Amtrak rates for my client by $50, and the promised refund they said they would process was never processed, and the client was scheduled to leave within two days.

Their Web site for agents is pretty good, in many cases. The Europe itineraries and info are plentiful and easy to navigate. And they do pay commissions. But you have to be aware of their added charges for shipping. Here's where you have an option to pay their fee, or perhaps check with Europe Express, or another supplier, for their rates.

Rail Europe also offers Amtrak, from commuters to long distance, with rates from $8 to many, many hundreds. Some are commissionable. But navigating through their Web site is a little more cumbersome. Sometimes, a pop up appears saying the city you selected does not have routing. I have found that it's best to ignore that and to try the same itinerary again. Sure enough, it has appeared on the second try.

For those you work with a GDS, of course you can book Amtrak on the system and get a commission — or go through the back door, since I don't know all their codes for booking, I call Amtrak directly make the book and just claim it on my GDS. Or, I go to Rail Europe's Web site and book it.

I took a personalized seminar with Rail Europe on the phone, which was super helpful for both Europe and the U.S,. and I highly recommend it — if you can get through to them and not be put on hold for an infinity.

After being on hold this last time, I spent another 20 minutes working with the agent and the supervisor before I got the promise that the refund will appear within two weeks.

So, back to my original thought — waiting on hold for long periods of time. I now keep a file folder, labeled PHONE HOLDS, ETC filled with little items to do when this occasion occurs. And sure enough, I find I do get things accomplished. You know, those little bitty items that we always put off and sometimes forget.

My current folder includes checking my master calendar to see if it's time to send out automated birthday/anniversary notes. Every client's birthdate, anniversary, or special date is listed on my master calendar. I tried keeping it on the computer, but I really like the old fashioned handwritten notes better. It doesn't hurt to send out a little note, stating I have some great space on XYZ ship, perfect for you to celebrate your 50th birthday, let me know if you are interested.

It always seems that in June, I see a multitude of things that are important to my clients. Also, if someone has a momentous celebration in December, I always pop a suggestion to them at least six months in advance for them to consider.

I also subscribe to a great, artistic site — Jacquie Lawson cards. It takes me about 15 minutes a month to send out birthday notes or anniversary notes. One reason I like this site — they do not try to overburden your clients with advertisements. The last thing you want to do is to make your client's E-mail available to a vendor who will constantly send them offers of anything and everything.

Now, I know there are plenty of companies that you can pay a fee to, and send them your entire list and they bill you for sending out cards and notes. I don't want those. I know that my clients know the difference between the personal touch and a generic company.

Another item in my folder is sending out welcome back notes, which I do on personalized stationary. I address the envelopes before the client leaves, and I pop them in the mail so they receive them within 3 days after their return. I always include a mention of being grateful for referrals and a list of group travel for the next 12 months.

I also keep a list of the online written seminars I can take to get, yet another, Specialist Certificate in whatever destination is offering them. Those online exams take less than 30 minutes to read the info, answer the 15 questions, and pat myself on the back.

In addition, I keep a copy of my clients' "bucket list" - yes, I ask them where their dream destinations are. Sure enough, when three or more couples mention the same place, "voila," I try to get some group space and send out a note.

And there it is, in a simple manila folder, my to do list for being on hold.

So, the next time you are moaning and groaning about waiting, put your mind, and your fingers, to work. You can get a lot accomplished. And make certain you always have at least two phone lines operating, you do not want to miss a call coming in!

Or, you can take the easy way out, and just play a few hands of computer solitaire. But, I guarantee that after you're done, your items "to do" will still be waiting for you.