03. How to impress every new client that reaches out

When we hear the word "experience" in a context related to travel, our thoughts might understandably go straight to the trip itself. The experiences we have in the luxury hotels we stay on a vacation, the privately guided experiences, the special meals we enjoy...

But when we focus solely on the client's experience with us, as their travel advisor, we realize that, depending upon the client, the complexity of their trip, and how far in advance they're planning, a client could potentially be spending more cumulative time with us - between the phone calls, emails, discussing with their family - than they actually do on their trip.

So, if we take a step back, and remove the actual vacation from the client's experience, and we set aside the all important first impression, what is the first thing that comes to mind when you think of the overall client experience of working with you as a travel advisor?