Wow, it feels like I’ve been immersed in the world of travel forever. It all started with my grandmother, who embarked on her travel career later in life. Following her passion, my mother, Wendy Jimenez, stepped into the industry in her twenties. I have vivid memories of my childhood spent in my mother’s office, eagerly helping out with tasks like stamping brochures, tearing tickets, and even typing itineraries on an old typewriter. Those early experiences ignited my love for travel, exposing me to incredible destinations and luxurious hotels.
Funny enough, I never planned to follow in my mother’s footsteps. However, after completing my bachelor’s degree, I found myself back in Vancouver in 2009, lending a hand at the agency where my mother worked. Before I knew it, one thing led to another, and in 2010, we decided to open our own agency. We gave it a fresh new look in 2016, rebranding it as Fernweh Travel. And the rest, as they say, is history.
You know, it’s funny how life surprises us sometimes. I never really had a solid plan in mind – wasn’t quite sure what I wanted to do. But you know what? My true passion lies in helping people. And I get to do just that every day, whether it’s crafting tailor-made travel adventures for my clients or supporting our team members as they grow and succeed. I guess you could say I’ve got the best of both worlds!
You know what I absolutely adore? The people. From our fantastic clients to the amazing team I work with, not to mention our wonderful industry colleagues and partners. Sure, our line of work can get tough and stressful sometimes, but there’s truly nothing quite like it. The satisfaction of knowing you’ve played a part in creating unforgettable memories for our clients that will stay with them forever – now that’s what it’s all about!
Lately, finding the time to add those final touches and perfecting trip details has been quite a challenge. I reckon many of us in the industry are feeling the burnout these days. It’s tricky to grumble about having loads of business, especially considering the tough times we’ve all endured recently, but sometimes it just feels like a bit too much.
Value yourself and your expertise. Concentrate on those clients who bring you joy and satisfaction. Take a peek at your revenue – you’ll likely notice that a small group of clients contribute the most to it. So, why not channel your energy into serving them well instead of spreading yourself too thin? And don’t forget to charge those fees for your valuable services! You’ve earned it.
Absolutely, but perhaps not with as much urgency! What’s interesting is that we’re noticing a shift among our clients towards booking further in advance. It’s like they’re really thinking ahead now. Right after things reopened, everyone was eager to jet off immediately without much notice. However, lately, many of our clients seem to be focused on checking off items from their bucket lists. They’ve come to the realization that life is unpredictable, and they’re seizing the moment. As a result, they’re more willing to invest in longer trips and splurge a bit on their travel experiences.
It’s been incredible lately – we’ve been flooded with leads from clients who’ve never worked with a travel advisor before. I think there are a couple of factors driving this trend. First off, many folks have been through some pretty rough experiences during the pandemic, whether it’s chasing down credits, dealing with endless cancellations, or hearing horror stories from friends. They’re craving the support and assurance of someone who’s got their back, especially during tough times. Plus, let’s not forget the challenges our industry has faced since reopening, like staff shortages leading to flight delays, cancellations, and inconsistent service levels in destination. People are turning to us for help and guidance, and it’s truly rewarding to be able to provide that support.
I’d say the majority of my clients fall into the Gen X and Millennial age range, typically between 30 and 55. There’s been a noticeable trend towards multigenerational travel lately, with families keen on exploring with both their kids and the grandparents in tow. And guess what? I’m starting to see more and more travelers in their early to mid-20s too! Instagram seems to be a big influencer for them. I often get screenshots with messages like, “Which hotel is this? I need that exact room!” or “Can you find out where they’re eating? We want to dine there too!” They’re on the hunt for those picture-perfect experiences to share on their social!
There have been so many incredible experiences, it’s tough to pick just one! But if I had to choose, I’d say one of the most unforgettable moments was during my first FAM trip which was to Indonesia with AMAN resorts. I arrived at our first property, Amanjiwo, in the evening which is in Yogyakarta on the island of Java . But it wasn’t until the next morning, when I stepped out of my villa, that I realized how special this trip was. As I gazed out into the misty, forested jungle, all I could hear was the harmonious chanting of monks echoing through the air. It was incredible how loud it carried, and the sound filled me with a sense of peace and wonder that I’ll cherish forever.
This one is hard to pinpoint because there have been so many trips over the years! I have booked numerous corporate incentive groups to luxury destinations, stays of 60+ days at luxury hotels and we can’t forget those multigenerational safari trips. All different, but all creating equally high sales.
Since I started selling travel in 2009, I’ve always charged service fees. Initially, it was more of a transactional fee based on what was being purchased – whether it was airfare, hotel bookings, cruises, you name it. However, with the onset of the pandemic and the surge in new client leads pouring into my company, along with referrals from my existing clients, I’ve decided to make some changes. Now, when it comes to crafting multi-service itineraries customized itineraries, I quote an upfront, all-inclusive fee. This fee is tailored to the complexity of the itinerary and the amount of time it will take to complete research, quote and book. I’ve encountered almost zero resistance to this new fee structure. About 90% of the leads we get through our website or calls have been totally on board with it. And for the handful who do push back, well, they might just be the type of clients who aren’t quite the right fit for us – maybe they’re shopping around or don’t fully appreciate the value of our expertise. And you know what? That’s okay. We’ve got plenty to offer and nobody should be working for free! Getting that commitment from the client upfront is crucial and it sets the stage for a fruitful partnership down the road.
Just a friendly reminder – don’t forget about upselling. It’s all about showcasing the fantastic options available. Even if something seems a bit beyond their budget at first glance, remember, you can always tailor it down later. Who knows? You might even persuade them to stretch their budget a bit for something truly special.
