One day as I was checking my son out of school early for a doctor’s appointment, the school secretary made a nasty remark. Later, I explained to my son that she was probably having a bad day.
Driving to the doctor, I encountered a wreck on the Interstate. The lanes had to merge but I had difficulty getting another driver to let me into the other lane. It seemed that giving up that few extra feet to let me in was just too much to ask.
Because of the wreck and traffic jam, I called the doctor’s office to tell them I was running about 15 minutes late. The receptionist was very rude. It is a one-and-one-half hour drive to the doctor, or I would not have asked to hold our appointment. When we arrived, the doctor just laughed and said he had plenty to do, so the delay was not a problem. I wondered what he would have thought if he knew how his receptionist had talked to me.
I learned a lot that day. Being nice would have cost these people only a second out of their day.
Each time we answer the phone or send E-mail, we are sending our client a message. The question is, Are they glad they came in contact with us that day?
What can they tell from our attitude on the phone? A lot! I’ve heard it said that agents should smile when they answer and talk on the phone. Does it make a difference? It does! Just try being irritable while smiling.
How do we handle interruptions? I just finished making up flyers for a musical group. Got them all printed and ready to go. Then I got the phone call. “Can we change the date?” That means canceling the booking, rebooking and redoing the flyers.
“Sure you can!” I say with a smile.
What about when the phone rings just when we sit down to dinner? Well, sometimes I don’t answer. Home Based agents have to have a life, too. However, sometimes I am waiting for an important call and have to give in — with a smile, of course.
What about our written communications or E-mails? I’ve sent some E-mails that I wished I could retract, but it was too late. When writing to an irate client or one who has been shopping around looking for that perfect deal, but never booking one, it is always a good idea to re-read your E-mails before hitting that magic “send” button.
Home Based agents need to remember that our big advantage to our clients is our service — service with a smile.
After all, they can go to the computer and often get the same deal for some trips. Why book through us? Because we are going to take care of their needs. And, some clients have a lot of needs!
We should all adopt the Golden Rule. Try to treat clients, potential customers, travel suppliers and everyone the way we would like to be treated. That is what sets us apart!

Angela Criss has a B.S. in communications with an emphasis in advertising and a minor in marketing. She has had a myriad of jobs, including marketing director for a manufacturing company, various newspaper jobs and teacher of English for 10 years. She now owns a Home Based travel agency, Criss Travel.