Just Picture It Now: January 2008

Tuesday, January 29, 2008

Letting It Go...

I started a huge task last week when I promised John Frenaye that I would get his questions answered. ALL his questions. Over the next couple weeks due to the length of this list, I’m going to focus on each of these questions one at a time. My goal here is not only to answer the question, but also point out why this question is even asked in the first place.

This will also be an excellent opportunity and tool for anyone with additional comments about each of the specific questions to get better clarification. Use the comments section to discuss each of the questions in greater detail. I remind you that I learned how to accomplish such a huge task from Brian Tracy and his courses, which teach that you focus on the each task one at a time, focus on the solution, break it down into manageable chunks, and before you know it, you’ve achieved your goal. (By the way...I just got an e-mail from Brian regarding a New Years Coupon to Save 20% on all his courses!)

It should be a really fun debate, and for those of you in YTB, take this information and documentation and use it. Here are the questions we have gone over thus far.

Question #1 - Why a compensation plan takes 12 pages to define?

Question #2 - How YTB arrived at $226 Million in travel sold for 2006. (Still waiting.)

Question #3 - Why so little of the "training" at the annual convention was for travel. (OK, YTB only believes in training at other meetings. We can let this one go.)

While we are led to believe that there was “little” training at the annual convention, I pulled up the schedule to see if I or anyone else could spend a day or two just focused on travel. Here is a list of “Travel Related” topics from our National Convention.

Flight 150
Avoid Turbulence in Booking Cruises

Flight 675-1
Get Familiar with Your Booking Engine and Travel Portal - Know Your Product

Flight 927-1
How to Sell Escorted Tours: Emphasis on Australia/New Zealand

Flight 7889-1
What is Your Niche?

Flight 826-1
High Altitude Earnings through Group Travel

Flight 1179-2
Mastering your Booking Engine

Flight 978-1
International Consolidator Airfares–Passport to Profits

Flight 388-1
Easy $ailing: Charting Successful Group Cruises

Flight 815-1
Groups: They Do a Business Good!

Flight 8408
What’s New with Apple Vacations and our #1 Top Selling Destination Cancun

Any RTA who wanted “Travel Training” during YTBU, (YTB University) not only could have gotten it, but spent the entire time focused on nothing but “Travel Training”.

In addition, major announcements were made concerning our Travel Business during the General Sessions of the convention, including free Health and Life Insurance for those RTA’s who produce $25,000 in Travel Commissions, (just like our Directors who build teams), a travel sales contest for the Coach’s Birthday Bash, new RTA Credential qualifications and minimum booking requirements, a Two Fly Free Program for our clients, introduction of Fun & Travel Magazine with a focus on Travel, not recruiting, a new booking engine upgrade with a totally new look, and a very generous offer to all those Traditionalists out there to join YTB, one of the largest Travel companies in the country right now.

(Word has it that we’ve doubled our Travel Sales from $226 Million to $550 Million in just one year, but we’ll be rehashing that in June, don’t worry.)

Oh…and that “other training” nobody wants you to know about…
Last year YTB held two travel trade shows called Funshine. One was held in April in San Diego, and the other was held in October in Orlando. Funshine is a “Travel Show” where our suppliers conduct seminars, and it’s also an opportunity to gain first hand knowledge of vendor specific products.

Check out what an Industry Insider said about YTB’s Travel Training.

Freed said she attended YTB's conference in early October and saw more than 1,000 attendees in each educational forum. "The desire to learn about the travel business was evident even after I spoke to the general session (over 6,000 attendees) when the CLIA instructor followed me on stage and taught niche marketing," Freed wrote. "No one left the room, and in fact, the overflow ballroom with big screens set up was packed as well. These folks paid for the conference, and there were no free meals or give-aways."

Isn’t that the same Vicki Freed who just came on board with Royal Caribbean?

In addition, YTB holds two travel training calls each week, one is “Getting Started” on Monday nights, and the other is vendor specific call held on Thursday nights. In addition, YTB launched E-Campus, which was designed by Dr. Marc Mancini and built by TheAcademy.com. (Another course recently added YTB, check it out in your Travel Portal!) CRTA Training is held each weekend across the country with all the emphasis during the morning season focused on Travel.

Those who don’t recognize how much Travel Training YTB actually does doesn't mean it doesn't exist. Most of our Traditionalists are too wrapped up in all the recruiting we do, and that’s not too shabby either, growing by about 40,000 since the National Convention. Based on the massive numbers and growth YTB is experiencing, even with all the adversity they attempt to throw our way, YTB keeps getting bigger, better, and more powerful at every turn.

While “letting it go” is a good start, there is still plenty to let go of before some will realize what YTB is truly all about.

Subscribe to Just Picture It Now for additional announcements and details!

Doug & Ronda Bauknight
AKA: TravelPro
Travel Agent / Networker
Phone: 678.458.5812

Learn How To Become A Travel Agent

Book Your Travel & Vacations With

Travel Reservations: 1.800.243.4450
RTA #24635

Labels: "Card Mill", Funshine, National Convention, Travel Agent Training, Travel MLM, Vicki Freed

Posted by TravelPro at 5:52 AM | Permalink | Comments

Friday, January 25, 2008

Still Waiting? What the....

I started a huge task on Wednesday when I promised John Frenaye that I would get his questions answered. ALL his questions. Over the next couple of days, okay maybe weeks due to the length of this list, I’m going to focus on each of these questions one at a time. My goal here is not only to answer the question, but also point out why this question is even asked in the first place.

This will also be an excellent opportunity and tool for anyone with additional comments about each of the specific questions to get better clarification. Use the comments section to discuss each of the questions in greater detail. I remind you that I learned how to accomplish such a huge task from Brian Tracy and his courses, which teach that you focus on the each task one at a time, focus on the solution, break it down into manageable chunks, and before you know it, you’ve achieved your goal. (By the way...I just got an e-mail from Brian regarding a New Years Coupon to Save 20% on all his courses!)

It should be a really fun debate, and for those of you in YTB, take this information and documentation and use it. Here are the questions we have gone over thus far.

Question #1 - Why a compensation plan takes 12 pages to define?

Question #2 - How YTB arrived at $226 Million in travel sold for 2006. (Still waiting.)

Most of us know by now that the numbers were taken directly from our suppliers who we asked to provide numbers for us. Tabulating numbers that were directly booked off our web sites is easy to track and report. If that’s all YTB RTA’s did, it would be easily tracked and verified electronically. As our company matures and RTA’s get more and more comfortable with the concept of being a “Travel Agent”, many RTA’s are stepping out and speaking with and booking directly with vendors. (Our Group Cruise page is a perfect example of needing to arrange directly with the vendor first to secure price and availability for our clients for actual bookings.)

I’ve been dealing with accusations from those outside of our company for years about what YTB actually books. All anyone looks at is our SEC filings, which everyone “should know” as commissions, not gross sales, and these commissions are not reported to the SEC until YTB actually has the commission in hand. Doing otherwise, or what we “expected to receive” in commissions from booking made in 2006 is highly illegal and would put YTB in a bunch of hot water.

While Travel may have been booked in 2006, it is not reported to the SEC until the commission is received. Again, our Group Cruise page is a perfect example of what YTB has “booked”, but until these groups or clients have paid all deposits, commissions can not be reported to the SEC until YTB physically has the commission in hand. The Frye Thanksgiving Cruise for November 2008 is a perfect example of some 40,000 7 Day equivalent cruises YTB has booked with Carnival alone for 2008. (Did you catch that? 40,000 7 day Equivalent Weeks with Carnival and it’s only January.) While Carnival reports this group as a booking for 2007, it won’t show up on our SEC filings until Q4 2008.

When YTB’s number was given to Travel Weekly early in 2007, it certainly raised some attention on their end. So much so that on January 8, 2007 Kim Sorenson was interviewed by Travel Weekly after they found out how much business YTB “claimed” they did. Apparently the $250 to $300 Million that we “claimed” raised enough eyebrows that Travel Weekly wanted to investigate further. (Can we all agree you don’t just take a “Networkers” word for it?) So we know that Travel Weekly was aware of what YTB first reported at the beginning of 2007.

A full 6 months later, on June 25, 2007 Travel Weekly reports “verified” numbers of $226 Million for YTB, ranking them at #35 overall, and all hell breaks loose. I invite anyone wishing to find out more about how Travel Weekly came up with these numbers to read the bottom of page 25 of the report. You will note that Travel Weekly “sought to confirm accuracy whenever possible”, and also “reviewed responses for consistency and used whatever resources they had at their disposal to ensure accuracy”. You may also note that BCD Travel was not certified (#4 on the list) but the $12 Billion number was one they “generally give out”. (I don’t see any huff over that number anywhere.) You may also notice after further review there are several notations throughout the list concerning other companies that did not meat or exceed the required certification needs which was noted…but nothing mentioned about YTB?

Could that be because YTB satisfied all of Travel Weekly’s requirements concerning accuracy of $226 Million in Travel Sales?

October 22, 2007 Arnie Wiessmann described how over 8000 RTA’s flooded our Funshine Travel Training which had suppliers “gushing” about what YTB is doing concerning travel. (However, none would be willing to go “on record” for fear of the backlash they would get from Traditionalists in the market.)

November 2, 2007 Vicki Freed was quoted “It has been published that they [YTB] sold over $13 million of business with another cruise line and I can assure you that we also have millions of dollars in cruise revenue generated as well”

October 24, 2007 Kim Sorenson interviewed again by Travel Weekly as HE explains that the numbers were “gleaned” from many different sources, and they were “verified sales”. It should also be noted that Kim specifically addresses that these numbers come from travel and not “net revenue” from our marketing side. (Why should a Travel Publication even consider networking revenue?)

November 20, 2007 I went into great detail how these numbers were acquired, verified, and totaled.

November 20, 2007, (Same day) Kim Sorensen was named one of 33 “Most Influential” and warns that suppliers are now forced to decide if they want our business or not with a Top 50 Travel Agency.

December 7, 2007 Kim Sorensen was again interviewed, this time in Travel Trade, again quoting a $226 Million dollar figure in Travel Revenue and warns that 2007 numbers will reach approximately $550 Million in sales. (Putting YTB in the Top 20 overall.)

January 9, 2008 Carnival saves face AND its YTB business with a brilliant move by imposing new booking requirements for FAM’s. Clearly Carnival does not want to follow the Royal Caribbean lead made months earlier.

January 17, 2008 John is still waiting for an answer.

With all the sources and documentation out there concerning the $226 Million YTB sold, I if find it hard to believe that anyone is still waiting on this answer. If there is any question about the validity or accuracy, maybe those that want to contradict or discredit this number need to ask Travel Weekly and not YTB RTA’s?

Labels: "Card Mill", Power List, Travel Bookings, Travel MLM, Travel Trade, Travel Weekly

Posted by TravelPro at 6:44 AM | Permalink | Comments

Wednesday, January 23, 2008

Let's Begin, at the Beginning

Have you ever looked at a task and at the outset it looks really daunting? Probably the best example I can give anyone at this time is our Directors program. When someone new comes into YTB and they don’t have even their first person in the business yet, anyone would wonder…”How the heck am I going to get 500 RTA’s?” I recently took an Ultimate Goals Program written by Brain Tracy, (I’d highly recommend any of Brian Tracy's courses by the way) and he’s about the umpteenth person who has told me to “break it down into manageable chunks”.

Last week I promised John Frenaye that I would get his questions answered. ALL his questions. If you take a look at this list you might wonder as I do, how in the world can someone come up with so many questions? That’s part of John’s design, it’s meant to overwhelm you in the hopes that so many questions will cause you to just give up, allowing him to win the argument, and also allowing his positioning and views to remain out there on the internet unanswered. I’ve seen this for years, but John happens to be very unique. He’s very intelligent, and he’s done a ton of research on the YTB business model and Multi-Level Marketing in general. Unfortunately, most of what he’s researching is how to position YTB and Multi-Level Marketing in a negative light.

Garbage in – Garbage out.

Over the next couple of days, okay maybe weeks due to the length of this list, I’m going to focus on each of these questions one at a time. My goal here is not only to answer the question, but also point out why this question is even asked in the first place. How the wording is uniquely used, or words are changed to define something entirely different from its original intent and context.

This will also be an excellent opportunity and tool for anyone with additional comments about each of the specific questions to get better clarification. Use the comments section to discuss each of the questions in greater detail. Again, back to Brian Tracy and his courses, which teach that you focus on the each task one at a time, focus on the solution, break it down into manageable chunks, and before you know it, you’ve achieved your goal.

It should be a really fun debate, and for those of you in YTB, take this information and documentation and use it.

Ready? Let’s begin.

Question #1 - Why a compensation plan takes 12 pages to define. (Giving up on this one. It just does.)

I wonder how many pages Vicki Freed is reading right now for her new position with Royal Caribbean concerning her compensation. Seriously! Do you think it might be more than 12 pages?

There appears to be a real fascination with the YTB compensation plan, (which everyone will clearly see in later issues) and while it appears that each of these pages are loaded with dollar signs, and ways to make money, it begs the question of what defines 12 pages.

The first page being a cover, and the last page being blank, we are already down to 10 pages of “defining our compensation”. Of the remaining 10 pages that should therefore cover “compensation” actually talk about the YTB Team Structure, that being definitions of First Team, Power Team, Dream Team and Directors Program. In addition, while I would certainly consider Group Health and Life Insurance compensation, I do not believe this type of benefit would even be recognized by most who oppose our model. (MLM’s simply don’t offer that type of “compensation” or benefit.) The last three pages, (excluding the blank page of course) defines our
UCC-1 Financing statement, filed with both the State of Illinois and New Jersey which documents our Bill of Rights, established to protect those of us who have partnered with YourTravelBiz.com.

If you are counting with me that leaves the middle of page 4 which starts with “Direct Sales Commission”, page 5 which covers Power Team and Dream Team Sales, and we finish with page 6 which cover all the Leadership Bonuses which cover $1000 and $10,000 bonuses.

I would also include our Directors compensation on page 7, but I’m sure no one would be interested in learning how to make and extra $2000 to $8000 in extra guaranteed income per month. In case anyone wants to consider an extra $8000 a month in extra income, we can therefore complete our “compensation package” down from 12 pages to just 3 ½ pages.

While John has “given up”, I would advise that you do not. The YTB Team Structure & Copyrighted Compensation Plan is an essential part in helping anyone in making an informed, educated decision about the YTB pay plan and business model. For most of you who are with larger corporations such as BellSouth, IBM, Sprint, or Microsoft, 12 pages is a simple read compared to the hundreds of pages of policies and procedures with these companies. (Right Vicki?)

As to why they do and we don’t? It just does. ;-P

Subscribe to Just Picture It Now for additional announcements and details!

Doug & Ronda Bauknight
AKA: TravelPro
Travel Agent / Networker
Phone: 678.458.5812

Learn How To Become A Travel Agent

Book Your Travel & Vacations With

Travel Reservations: 1.800.243.4450
RTA #24635

Labels: Anti-MLM, Brian Tracy, John Frenaye, Travel MLM, Vicki Freed, YTB

Posted by TravelPro at 5:51 AM | Permalink | Comments

Sunday, January 20, 2008

Vicki Freed "The Magnificent"

I’ve been contemplating and also doing some reading over the weekend concerning Vicki Freed’s stunning move from Carnival over to Royal Caribbean. There really hasn’t been all that much that I can find concerning the subject at this time, which isn’t surprising since this news came late Friday afternoon and most of the world is spending time doing something else on the weekend. I’ve always noticed a big drop in readership during the weekend, Saturday’s more so than Sunday, so it’s not surprising that there isn’t much out there right now. Besides, it’s Championship Sunday!

Dahhh!

To say that this move from #1 Carnival to #2 Royal Caribbean by Vicki isn’t news however couldn’t be further from the truth. It’s a real shocker to most, (including me) and the few comments and posts I’ve seen have people stunned. Everyone who’s been in this industry for some time, or is passionate about the cruising industry certainly knew that Royal Caribbean was looking for a new Sr. VP of Sales after moving Lisa Bauer over to Senior Vice President of Hotel Operations. Vicki Freed however, a fixture with Carnival for 29 years, was probably the LAST person anyone would have predicted to fill this void. It came as a big surprise to just about everyone, most of all Carnival.

I saw one quote that expressed very well what Carnival has done in the cruise industry. “Carnival basically took the formality out of cruising, and made it available to the masses. They revolutionized an industry, all from very humble beginnings as the underdog. It was history in the making and Freed was a part of it.” and someone else continued with “She is as much a part of Carnival as Ted Arison, Bob Dickinson, Micky Arison, Maurice Zarmati, Roger Blum, Roberta Jacoby, Cherie Weinstein, and Meshulam Zonis. These individuals were truly the "rat pack" of Carnival Cruise Lines.”

This is BIG – BIG news in the industry.

Some Industry Insiders have already posted predictions, speculating, or forecasting what all this could mean for the Cruise Industry as a whole. I’ve posted about my belief in “predictions” or speculation recently and based on this move of Vicki’s being such a stunning move only adds validity to my belief that no one can accurately predict the future. Especially in this industry! What you need to understand about people who make predictions like this is that this speculation is based on what they “want” to happen, not necessarily “believe” will happen. It’s anyone’s guess, both positive or negative at this stage of the game, (Vicki doesn’t move into her new digs officially until Tuesday) and to make any assumption about what Vicki, Carnival, or Royal Caribbean will do without being Vicki, Carnival, or Royal Caribbean is foolish.

With the changing of the guard at Carnival with CEO Bob Dickinson now retired after 35 years, and new CEO, Gerry Cahill now “in” the time was right for Vicki to make this move. It’s no secret that Vicki is both widely admired and loved by just about everyone in the industry. Like Lisa Bauer being “The Face” of Royal Caribbean back in October, Vicki Freed was “The Face” of Carnival for 29 years. While researching for this post, I found that many thought Vicki was upset about NOT being named CEO and President. After all she’s the one who’s been driving sales with Carnival for years. Some “speculated” that she would be the next obvious choice to move into Dickinson’s position once he retired. But instead, Vicki was overlooked and the responsibility fell to CFO, Gerry Cahill.

I laughed at this comment: “Hell hath no furry, like a woman scorned. Can't necessarily say I blame her after putting in 29 years. I'll bet some of the higher ups at Carnival are kicking their collective butts right now.”

Cahill being a finance guy, (bean counter?) admitted to knowing very little about the Travel MLM and “card mill” issues that have been debated so heavily in the industry in recent months. When I was first introduced to Cahill as CEO and President back in November he was asked point blank about his understanding of “card mills” and if he would follow Royal Caribbean’s lead in terminating Carnivals relationship with, and I quote “questionable travel selling organizations”. Cahill answered "I have no understanding of what the distinction Royal Caribbean is making." and he did emphasize he wanted to “learn more about it”.

Cahill DID learn more; and Carnival is NOT following Royal Caribbean’s lead in terminating Travel MLM’s. Cahill may have looked with Vicki concerning “the numbers” when the question came up at Carnival Corporate. Remember Vicki is quoted in Modern Agent “Your statement of YTB not being in the business of selling travel is interesting because our revenue production suggests differently. It has been published that they sold over $13 million of business with another cruise line and I can assure you that we also have millions of dollars in cruise revenue generated as well." After Cahill was also assured just how much business a company like YTB produces for their brand a CFO mind concluded that terminating a relationship like YTB, financially did not make sense. However to keep everyone happy a mandate of new minimum booking requirements were handed out two months later on January 9th.

Problem solved.

So with Royal Caribbean out at sea all by itself after 3 months, and the #1 Cruise Line, The Most Popular Cruise Line in the World, telling Royal Caribbean in so many words that they may not like the model, but they certainly like the money it generates, what can you do?

I could make a case that Royal Caribbean fell flat on its face by terminating its relationship with YTB and Joystar. Sure they expected the industry to follow, but very few if any of the big names actually did. Now with Carnival upstaging Royal Caribbean with a way to curb the FAM’s AND keep the sales, Royal Caribbean not only needs to back peddle, but is in desperate need of smoothing things over with the largest Travel MLM in the industry. Who better to bring on board someone who not only knows how much YTB actually does in sales, but has publicly expressed support for the YTB business model as the perfect fit to fix their Royal Blunder.

Oh I could certainly make a case that Royal Caribbean is in desperate need of a "Royal Makeover".

But I won’t. (;wink ;wink)

Besides, I have more important things to do at the moment…

Like Championship Football!

Subscribe to Just Picture It Now for additional announcements and details!

Doug & Ronda Bauknight
AKA: TravelPro
Travel Agent / Networker
Phone: 678.458.5812

Learn How To Become A Travel Agent

Book Your Travel & Vacations With

Travel Reservations: 1.800.243.4450
RTA #24635

Labels: Carnival, FAM's, Royal Caribbean, Travel MLM, Vicki Freed

Posted by TravelPro at 2:25 PM | Permalink | Comments

Friday, January 18, 2008

Vicki Freed Jumps Ship to Royal Caribbean

Who would have predicted this? I got to tell you, right now the travel industry has more twist and turns and is moving faster then the Kingda Ka rollercoaster these days. It’s making MY head spin.

If you recall, Lisa Bauer, then Sr. Vice President of Sales with Royal Caribbean sent out 4 letters to Travel Agencies terminating their agreement in October. Lisa then moved to Vice President of Hotel Operations just a few short weeks later in early December.

Today we find that none other than Carnivals Vick Freed has filled the void left by Lisa to take over Sr. Vice President of Sales for Royal Caribbean.

Royal Caribbean International today named cruise industry veteran Vicki Freed as the company's senior vice president, sales.

Freed joins the company after 29 years with Carnival Cruise Lines, where she spent the last 15 years as senior vice president of sales and marketing. Prior to that, Freed served in a variety of sales management positions within the cruise line.

From 1998 to 2000, Freed also served as the first, and only, female chairman of the Cruise Line International Association, the marketing and travel agent training arm of the North American cruise industry.

"Vicki has an outstanding and proven background within our industry and we are very pleased to have her join our team," said Adam Goldstein, president and chief executive officer, Royal Caribbean International. "Vicki's passionate support of travel agents has been well chronicled and recognized. She will be a great asset to our brand as we continue to grow."

In her new role, Freed will take charge of the company's 345-person sales force, the largest sales team in the cruise industry. She will also manage the company's Trade Support and Services division, which includes Reservations, Group Sales, Customer Service, and Loyalty Programs. Freed will report to Goldstein.

Freed earned a bachelor's degree in business from the University of Colorado, and holds a Certified Travel Counselor designation. She also serves as a trustee of the United Way of Miami-Dade County.

Vicki has always been a great supporter and team member to YTB and I wish her well. She understands our model and recognizes how our large numbers of small producers can create impressive sales for a cruise line. She was present during the Funshine show in Orlando awarding YTB it’s third Pinnacle Award, and attended one of the largest, (if not THE largest) crowd for a single CLIA training on record. It will be interesting to see if we have lost a true ally in this industry, or if this ally can knock some sense into a very stubborn cruise line.

I don’t know Vicki personally, but what I do know of her, is she is a very warm and decent person. She could also hold her own with the Travel Agents who ridiculed her when she publicly supported YTB and the MLM model.

Makes me wonder if she could do the same with RCCL?

Hmmmm.

Subscribe to Just Picture It Now for additional announcements and details!

Doug & Ronda Bauknight
AKA: TravelPro
Travel Agent / Networker
Phone: 678.458.5812

Learn How To Become A Travel Agent

Book Your Travel & Vacations With

Travel Reservations: 1.800.243.4450
RTA #24635

Labels: Carnival, Royal Caribbean, Vicki Freed, YTB Travel Network

Posted by TravelPro at 7:05 PM | Permalink | Comments

YTB 101

When I first introduced everyone to John Frenaye back in October, I mentioned that I cut my teeth debating real honest to goodness Anti-MLM Zealots. If you’ve ever spent any time at all with the fine folks on Scam.com it makes some of our Travel Agents look like Saints. (Okay, Saints might be pushing it as you will soon find out, but you get the idea.) There are a couple of key features about Anti-MLM Zealots that I’ve learned over the years, which I need to clarify for everyone before we begin.

They selectively use evidence that supports their case and throw away (or ignore) anything else that doesn’t. They work by categorizing, separating, hiding, judging and condemning, attacking and rejecting. When they’re in trouble like they were with me, they try to distract everyone from all the good news, all the company and personal success of folks like me. They blow the whole situation out of proportion. By making a lot of noise, they think everyone will miss what is really going on.

I was first introduced to John back in August, after being sent an article he wrote about Travel MLM’s. Knowing nothing about John, I simply labeled him another one of the Zealots and wrote him off as “clueless”. I was then re-introduced to John here on my blog when he made the mistake of posting a few comments on my blog. I’m sure by now; most of you realize that I can certainly handle my own with anyone who attempts to promote myths and misconceptions about YTB. However, unlike most, I can also recognize, acknowledge, and admit YTB’s shortcomings, (few as they are) and to John’s credit, he has also recognized some of the benefits of YTB.

I also have the benefit of experience with YTB. My last post regarded my 3 year Anniversary with YTB. I’ve seen, heard, and experienced far more than most in this company. When I joined the company in January of 2005, YTB was just over 8,000 active RTA’s. Because of this history, I happen to know a considerable amount about the company, and I would imagine that certain points I’m about to make concerning our company may not even be known to those in YTB. For this reason, I think I might have a unique perspective as to why John has been so frustrated in not being able to find some of his answer to questions he HAS posted on his blog several times.

I’m also going to call a spade a spade concerning some of the questions John claims he does not have the answers to just yet, and that’s the tricky part even for me about all this. I really like John, he’s extremely intelligent, and we have become good friends, he can still play a very clever devils advocate simply to promote his positioning that Travel and MLM’s don’t mix. To be completely fair and honest however, he does this because of his positioning and underlying belief that the two subjects “Travel” and “MLM” do not mix.

Travel for him and other traditionalist take a high level of expertise and service in order to work in the industry. As a promoter on the other side of the fence I do it too. I point to the $40 Billion in Travel that was booked by average consumers making many reservations right over the internet without any formal training what so ever. His job is to promote all that is bad about the YTB model (this includes ALL travel MLM’s), and my job is to promote all that is good.

To our credit, we have both been willing to recognize and admire what each brings to the table in this debate as individuals. I firmly believe that our friendship has enabled us to focus on the real issues concerning what’s happening in our industry, rather than on the person.

I wanted to set the stage before I got into these questions. You will notice that neither one of us resort to name calling, or belittling each other. He knows that I respect his position and ideals, as he respects mine. That does not mean that we agree with the perspective or position however, and there is a difference. We both have very strong convictions in what we believe, and each of us bring a considerable amount of personal history and experience in our fields to form these beliefs. We are grown men and can handle the criticism. If we didn’t feel we could, we certainly wouldn’t leave this type of debate and conversation as open for everyone to view as we do.

John has a very long list of questions which I have taken to task to answer. From the looks of it, I’ve got my work cut out for me.

Oh, Yee of little faith…that’s what documentation is for! I’ll also be pointing out when these questions have been answered (and backed with documentation) here just to give you a little taste of how all this works. It’s a neat little trick the other side uses to keep doubt and discontent at the forefront. Trust me, it’s been going on for years, and while I don’t expect anyone to read through 2 ½ years of posts (July of 2005) in a single thread rehashing the same topic over and over without any resolution after 62 pages and 2460 comments. (Well, not entirely accurate. Some do get it and make that 2461.)

I have been able to show a very few what’s what. We do have one Zealot however who was shown the door, but then simply created another screen name and to start posting the same questions again just to save face. What’s so incredibly strange and sad at the same time for this individual is that he has not one lick of experience in either the Travel Industry or Network Marketing, and the subject of YTB controls his life that he is posting on average close to 4 times a day simply to trash our company.
While the thread on Scam.com has gotten boring and old for me, I do find debating the issues fun and while John certainly has a number of traits similar to Anti-MLM Zealots at least he’s intelligent and respectful. (Just like I’m a YTB Yahoo who drinks Kool-aid that’s intelligent and respectful.)

My My My…look at how far we’ve come.

Stay tuned…this should be fun!

Subscribe to Just Picture It Now for additional announcements and details!

Doug & Ronda Bauknight
AKA: TravelPro
Travel Agent / Networker
Phone: 678.458.5812

Learn How To Become A Travel Agent

Book Your Travel & Vacations With

Travel Reservations: 1.800.243.4450
RTA #24635

Labels: John Frenaye, Scam, Travel MLM, YTB Travel Network

Posted by TravelPro at 6:32 AM | Permalink | Comments

Wednesday, January 16, 2008

100th Post Brings Expansion on Anniversary...

Today I celebrate my three year anniversary with YTB. On January 16, 2005 we pulled the trigger and joined a little known company that was a completely new concept to me at the time, but certainly intrigued me enough to not only find out more but make the move to “get in this game”.

This also happens to be my 100th post on this Blog so we need fast forward three years to today, and we find that on my anniversary YTB announces its expansion into International Markets. (Just for me and my anniversary I might add. ;-P)

I’ve stated in both my one year, and two year anniversary postings that I’ve always had to deal with those who oppose Network Marketing in general. I’ve endured all the blanket statement about scams and pyramid schemes from individuals who neglected to consider doing any independent research, or provide documentation to back it up.

This is the first year however that so much attention has been made about YTB specifically, and we have two key factors this past year to thank for all this fuss. First is our Travel Weekly ranking, being a #35 Agency in the country. Second, because of this ranking it appears that it has shocked the Traditional Travel Agent community and they certainly aren’t going to give up even more market share without a fight.

Beside, were just a bunch of Network Marketing Yahoo’s and they can take us right?

Well…maybe not.

While I have stated here many times that I both respect and admire many of the Traditional Agents I have met and speak to publically and privately. Unfortunately, while I may get some respect, YTB does not. There is a belief for most that a formal education and training is required before anyone can be qualified to sell travel, a perception that this career can only be done by those working full time in order to provide service and support that’s required, and a notion that YTB can’t be as competitive or offer the products they do.

There also seems to be an obsession with the amount of money each of us make and while claims that no money is made in this company selling travel, we are also required to recruit our friends and family into the business in order to make money. And while the “friends and family plan” is done by everyone in the company, we are also reminded that if we do recruit everyone, who will we be selling travel too?

I tried to put this as put this as delicately and eloquently as I possibly could last year at this time, and I guess that either some things never change or it may be appropriate to bring up once again a year later…

“What – A – CROCK!”

Fact of the matter is, while others read about it, study it, write about it, talk about it, I live it. I got myself in the game, and if any of you can get past the hype and propaganda being spewed about our company you see that YTB is a Top #35 Agency, (verified sales by the way) company President Kim Sorenson named one of the most influential, Suppliers are coming to bat for our model for producing impressive sales, and Travel editors from both Travel Weekly, and Travel Trade think YTB’s making a HUGE impact in this industry. Heck, even out SEC filings are showing signs of profitability.

And now it looks like YTB is only going to get bigger and stronger with this International expansion.

Bahamas opened on January 11, and YTB is now recognized as a bonded travel agency in Canada. Kick-off meetings are scheduled in Vancouver on February 9th, and Toronto on February 16th. YTB's executive and legal teams worked diligently with the regulatory bodies in each country to ensure that the Company meets or exceeds the standards in each region.

Has a sweet ring to it don’t you think?

Well maybe not for some. For those that so adamantly oppose YTB and the Network Marketing Business model, this certainly doesn’t look good. Of course some will ignore this expansion and continue with hype and speculation. You don’t spend this much time with one company without getting to know how both YTB “responds” and Anti-MLM’ers always seem to “react”. (By the way, there IS a difference.)

I want to leave everyone with this.

In March of 2007 Barry Minkow of the “Fraud Discovery Institute” (FDI) put out a big nasty paper charging that the MLM Company Usana was a Pyramid Scheme. Minkow also “shorted” Usana stock and managed, somehow, to get the Securities and Exchange Commission to investigate Usana. In addition there were several lawsuits filed against Usana including a shareholders class action suit.

The doom and gloom concerning Usana was all the rage and everyone had an opinion and predictions about what was going to happen. The two sides went on and on about this for months. Eventually the dust finally settled and the air was clear of all the talk, most giving Usana up for dead.

Imagine my surprise to find on Friday of last week that the SEC inquiry over the alleged allegations concerning the Usana Health Sciences scheme closed without enforcement action.

I don’t know how many you even knew anything about that suit let alone kept up with it all this time, but as a Network Marketer and a participant in this industry, I did and I believe it’s prudent to bring this to light at this time. Things aren’t always as they may first appear when it’s all said and done.

So another anniversary is here and almost gone. I meant to have this posted early this morning. I’m glad I got distracted long enough to find this news about YTB for you however. A good day, eh?

Part of my distraction today was snow here in Atlanta which is a rarity for these parts. From the looks of it, the kids will be home with me in the morning and we already have plans for a snowman in the front yard. (In fact, it was all I could do to hold them off until morning!)

After three years in YTB, I now have that option!

Thank you YTB.

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Labels: MLM Myths, Travel Agent, Travel MLM, YourTravelBiz.com, YTB Travel Network

Posted by TravelPro at 8:53 PM | Permalink | Comments

Monday, January 14, 2008

Birthday Bash Announcements

For those wondering what went on during the Birthday Bash here are some of the highlights.

Recruiting:

A) Not ONE Lime Green T-shirt was seen during the Birthday Bash with the quote "I got here for FREE as me how!"

B) To our knowledge, not one person was recruited to joining YTB during the entire sailing.

New products and Affiliations:

A) New 17 minute video on on-line fundraising-"Passport to Giving" for prospecting non-profits, will not change the price or destination but the way they book to raise funds for travel they are already doing.

B) "Two Fly Free" backed by Thomas Cook , the oldest and largest hotel and airline consolidator.

C) Hunting and Fishing.Biz is live. Trips and products with similar prices to Bass Pro Shop, and going from 8,000 to 30,000 products as we expand.

D) YTB cars expanding to local markets and will be offering any brand and at as reasonable prices as any where else you would buy.

E) RTA incentives; adding UPS over night mail at up to 50% savings.

F) Spring Tour International, the largest tour operator in China, is offering YTB exclusive tour packages to China, Europe, and Southeast Asia. Especially exciting are a series of tours to the 2008 Olympic Games in Beijing which include hard to get Olympic event tickets. Packages offer a 25% commission.

International Expansion :

A) The Bahamas-Went live in the Bahamas on 1/11/2008 .

B) Bermuda-opening 2/8/2008 .

C) Canada-opening 2/8/2008 (Saturday 2/9/2008 2:00 til 4:00pm Vancouver, British Columbia, meeting at convention center.)

Saturday 2/16/2008 2:00 til 4:00 pm Toronto/Ontario (location TBA)

Travel and Marketing Updates :

A) New owner Stuart Johnson of Success Magazine will have a new format in 2008 will be the best in the industry on Network marketing, not just one company and we have structured an arrangement with the owner for a special edition 8 page story on YTB and an insertable disc on the company.

B) Founders tour for 2008 coming to all areas 26 stops already scheduled with Coach, look for e-mail to be sent today.

C) 2008 on the travel side goal is to be #1 with #1 Carnival. We have 40,000 active cruises booked, need 100,000 to be #1, everyone get in the game and book a group cruise. Goal is to sell 3000 Olympic packages to fulfill our responsibility to Spring Tour International. 2007 booked over 5 hundred million with goal to book over a billion 2008. (Which only 12 companies have done.)

D) Income Disclosure Statement for 2007 will be sent out attached to an e-mail today.

E) California requirements for credentials are standard for everyone.

Coming in 2008 - One presentation for everyone, CRTA training updated with streaming videos. Travel booking engine state of the art updating Communication updates to the field, more trained RTAs in travel than all other companies put together.

"If it ain't right don't do it and if it ain't true don't say it" ~ J. Lloyd "Coach" Tomer

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Labels: Coach, YourTravelBiz.com, YTB Travel Network

Posted by TravelPro at 5:52 AM | Permalink | Comments

Thursday, January 10, 2008

YTB offers FREE Cruise with Carnival...

I thought that might get your attention… ;-p

I’ve got a couple of questions.

I’m wondering if Carnival has a chance in the next couple days to get the word out about their new sales requirements for FAM’s to those of us in YTB? I’m also wondering what most of YTB will think of Carnival for making this move after our Top Producers enjoy a cruise with them for free. I couldn’t tell you if this has ever been done before, and I imagine that it probably has, but I’m wondering how often Carnival or any other cruise line reserves and entire ship for one company?

Wow…I have a lot of questions today, don’t I?

I spend a lot of time reading comments and posts on forums, message boards, and blogs and I find some of the positioning about what Carnival announced on Wednesday about their new requirements concerning FAM trips. For some reason, everyone who opposes the YTB business model thinks (in general terms) that Carnival is “putting the screws” to YTB for making this move, “turning up the heat” if you will.

Chaaa…right!

What Carnival is doing is trying to let the rest of the travel industry know they hear and understand the issues that Traditional Travel Agents have. For good reason too, Vicki Freed was hammered so bad on her Blog that she had to remove all comments from irate Travel Agents who condemned Carnival for supporting YTB and other Travel MLM’s. The problem is that Carnival knows exactly who and what YTB is. Not only has Carnival awarded their Pinnacle Award to YTB for the last three years in a row, but Carnival was also the company who came to YTB’s aid back in November to help prove to the rest of the industry that YTB sells travel.

Guys, they threw Travel Agents a bone, and they can chew on it all they want. Like I said in my last post, Carnival figured out a way to have their cake and eat it too. The issues are not either/or, and there is a way to have both.

I have to wonder when some will wake up and smell the coffee. They need to open their eyes and look at what just transpired. Can they not only see support Carnival gives YTB or the supporting documentation Travel Weekly and Modern Agent have provided with quotes about MLM’s producing impressive numbers for suppliers? Even long time opposition to YTB Travel Trade now understands the impact of YTB and our growing sales numbers.

Some also believe this is the beginning of the end of the impressive recruiting numbers that YTB has been producing, more than doubling our sales force from 60K to over 135K in 2007 alone. Little do they know, (or simply ignore) that YTB has been laying the ground work for what’s currently going on for months.

Back in August, at the National Convention, the Coach’s Birthday Bash was announced. While the contest does reward our top Power Team Builders, that’s only HALF of the ship. The other half of the ship this weekend are top Travel Sellers with our company. Winners of Travel sales were based on the number of bookings (double occupancy) for all cruises, tours, and vacation packages booked. Air, car, and hotel were ONLY included in the total if all three are booked together. No other combinations of air, car, and hotel applied.

Other Travel related programs introduced back in August included:

- In addition to our Directors who build teams, now any RTA who earns $25,000 in travel commissions in a 12-month period will qualify for fully paid health insurance with Blue Cross Blue Shield. Commission level must be maintained to continue to receive this benefit.

- Effective January 1, 2008, new requirements were placed in order to qualify for a YTB Referring Travel Agent credential card. RTAs joining as of January 1, 2008 must sell a minimum of $1,500 in travel before applying for the RTA credential card. ($2,500 for CLIA requirements)

- Fun & Travel Magazine was introduced as a twice annual publication all about TRAVEL! (And ONLY Travel) This magazine discusses travel trends, features preferred vendors, and reviews the hottest travel destinations.

- RTAs were also introduced a new opportunity to sell a one-year subscription in a Two Fly Free program for a $300 fee. This will allow for free airfare from select cities when purchased in conjunction with a 7-10 night hotel stay (international destinations are also available).

Many also don’t realize that YTB already had it’s own requirements in place for FAM’s. Any RTA who wanted a FAM trip with Carnival, or any other cruise line, needed to abide and follow the following company requirements.

“Book only two cruises (two cabins) at regular fare for your customers and you’ll be qualified to take another discounted cruise.

In order to book a discount cruise on Princess Cruise Lines you must have sold a minimum of FOUR (4) regular rate cabins on that cruise line. Holland America requires a minimum of FIVE (5) previous bookings of regular rate cabins to qualify.All Reduced Rate cruise requests must be made through the corporate office of YTB Travel Network.

Please submit your request to reducedrates@ytb.com for verification. Any reduced rate requests made directly to the vendor risk cancellation (penalties may apply).”

All announced to YTB Reps and RTA’s long before any of the current issues surrounding Travel MLM’s came to light from the other side. And we still grew like gangbusters in spite of these new requirements and policies that the other side thinks “turns up the heat”.

I have a good friend who’s outside of the industry, (cruisinman) who’s been a real advocate of Travel MLM’s for years. He understands the model very well, as he was with other Travel MLM’s in the mid to late 90’s. For as long as I’ve known Tom, he’s been predicting that suppliers would either turn off, or require exactly what Carnival just announced concerning the FAM issue. If you look at the thread I’ve linked to and comments concerning Tom, you can easily come to the conclusion that not only do Traditional Travel Agents not like him, but he also doesn’t care what they think.

I say “Bully Mr. Coleman for your insight." While Tom hasn’t been on mark, (Nor have I) all the time, he does have a much better overview and understanding of the entire industry. He had this Carnival move pegged years ago, and I’m willing to bet that not one Travel Agent that he irritates will recognize that.

But I will.

Knowledge and understanding is power. For those of us who have a firm grasp of what’s really going on in this industry right now like YTB, this Carnival move helps YTB separate itself from all those “Overpriced Travel Clubs” that Nadine Godwin mentioned in her predictions on Monday. I suppose we will always have individuals who take predictions like Nadine’s and twist them to mean something entirely different. Verbiage like “in some cases” automatically translates to “YTB”, the phrase “impressive sales” translates to “some sales”, and “players” translate to Travel MLM’s not Suppliers.

If Travel Agents need to view the issues surrounding Travel MLM’s from this perspective, it’s certainly within their right. In the meantime, YTB just keep chugging along, doing what we do, and while I recognize what’s being said, I have to question the validity of the translations by those opposed to our model.

Make no mistake about how 2008 is starting out for YTB. While there are plenty of issues remaining and more work to be done, some of the dust is starting to settle and we are only know beginning to see what is clearly a change for the better for everyone involved in this industry.

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Labels: "Card Mill", Carnival, FAM's, Modern Agent, National Convention, Travel MLM, Travel Trade, Travel Weekly, Vicki Freed

Posted by TravelPro at 9:25 AM | Permalink | Comments

Wednesday, January 09, 2008

Doin' It Right!

Finally!

I have been waiting for someone to make this move, and it finally happened. It’s not surprising that our star is Carnival Corporation, AGAIN. I feel it’s important to review just a bit, and set this up for all those concerned. If you recall, Royal Caribbean in a “bold move” (?) terminated its relationship with YTB back on November 9th. No notice, no warning, not even a phone call. Just a simple letter from then Sr. Vice President of Sales, Lisa Bauer, who effectively played the roll of airline stewardess as she said “Bah-Bye” to 4 Agencies sinking more than $23 Million in revenue for the company in 2007.

I’ve never really understood this move, and for the life of me still can’t grasp why any company would toss any business overboard. However, I also agree that it’s their company and they are free to do business with whomever they choose too. More importantly, for me at least, this move in no way effectively addressed the real issue at hand.

So what was it about Carnival that was so different? How did they respond to the issues and controversy swirling around concerning “card mills” and Travel MLM’s who abuse the FAM privileges that ARE designed for those that actually support the industry?

They now require a minimum of 5 bookings with them in a 12 month period in order to be eligible for a FAM. Imagine that? Everyone involved in this industry needs to support and sell their product BEFORE being able to take advantage of a reduced rate with them.

How do you like them apples?

What this so effectively does is eliminate the abuse yet save the account for future growth and obvious profits. Is it any wonder why they are called “The Most Popular Cruise Line in the World”? Because they’ve so effectively and succinctly addressed the real issue, they are able to keep all business avenues open.

Now comes the real question…

Will other suppliers and vendors see this in the same light as I do? Will they see this as an effective alternative to closing the door on impressive numbers from a bunch of part time Referring Travel Agents? Can they have their cake and eat it too?

My bet is that the Traditional Agents will not see this as an effective move. Like most, it’s either black or white, it’s either /or. And we can’t forget those that are so closed minded and just want Travel MLM’s gone, shut down for good. I do know of some however, who do believe we may be able to co-exist and may agree that this is a step in the right direction.

While I do not believe this closes all the issues, and there is still more work to be done. This IS a good move for all concerned, and most certainly a step in the right direction to as we like to say “legitimize” the industry.

Way to go Carnival!

Are the other suppliers listening?

PS – While looking for a picture to post with this post, I found this, and came very close to using it. I decided not too, but thought is was hysterical and wanted to share it with all of you anyway. Too funny!

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Labels: "Card Mill", Carnival, FAM's, Royal Caribbean, Travel MLM, Travel Weekly

Posted by TravelPro at 8:06 PM | Permalink | Comments

Mirror Mirror On The Wall....

Editors Note: I had posted about a Passenger Bill of Rights on Sunday concerning all the troubles Airlines are going through right now. It came to my attention yesterday afternoon that two more states, Rhode Island and Arizona plan to introduce the same type of Passenger Rights that went into effect January 1 in New York. Read Here.

I commented recently how I’ve never been the type of person who likes to guess at anything. Those that know me know that I have a way of digging up stuff and finding information. I’ve always been this way and it’s just part of my nature to do my due diligence to find out for myself what’s true, false, or maybe a little slanted. That’s not to say that I don’t run into others all the time that point out or provide alternate information that may contradict what I have found to be true.

What each of us focuses on expands. If our focus is finding why Network Marketing is bad, guess what, we are going to attract evidence that supports that belief. If you’re focus is on finding that Network Marketing can be a viable business model, that’s exactly why you’ve stumbled onto this blog. I’ve done some extensive reading, research and actual practice on “The Law of Attraction” over the last few years and I may expand on that later, or in a series, but not now.

While finding the report above concerning Passenger Rights, I also stumbled on Travel Weekly’s predictions of what may occur here in 2008. Based on what each of the editor's has been reporting on throughout 2007 each of them was asked to make a prediction of what they see happening in 2008.

I’m not asking any of you to take this as fact, I remind you that these are predictions and nobody has a crystal ball sitting in front of them. 2007 certainly didn’t turn out the way I thought it would, far from it. There were many twists and turns that were very unexpected.

What I do want you to look at is where we are right now in our minds. How the events of the past have formed our opinions of the future. Predictions can be very revealing as a barometer or a report card if you will as to how we are doing.

Travel Weekly asked Nadine Godwin, Editor at Large, Retail, what the “Many trends, unknowable ends” (Page 2) were for her. I found her comments revealing as to where YTB and others are right now.

“Multilevel Marketers, by whatever name, will continue to attract traveler-sellers to what are, in some cases, little more than costly travel clubs. But by aggregating the many sales of small producers, the MLMs will deliver impressive numbers for suppliers, forcing players to reconsider what constitutes a “legitimate” travel intermediary. That often heated discussion will continue to liven Travel Weekly’s pages.”

Travel Weekly gets us. They have met with and interviewed Coach as early as a year ago (01/08/2007) concerning the “Card Mill” and “Legitimacy” issues other have about us, and with all the focus and industry recognition of claiming the #35 spot on Travel Weekly’s Power List, and Kim Sorensen being named Most Influential in the industry for 2007.

Couple of key points on what they have learned in 2007 based on what they have written about and observed:

- Travel MLM’s are attractive for the average person.
- Some are nothing more than costly travel clubs.
- Our small producers create impressive numbers for suppliers.
- Others may need to change their view of what’s “legitimate”.
- It’s predicted that this attention will not go away during the current year.

It will be interesting to see what transpires this year compared to last year. I’m sure there will be hurdles and surprises around the corner. But what’s going to be even more interesting to me is how our opposition interprets some of the events we have planned.

- How will our expansion into Canada be viewed?
- How will a second consecutive year doubling travel sales of 2006 in Travel Weekly’s Power List be viewed?
- Will our new travel sales requirements for credentials actually make a difference for those that think YTB is a “Card Mill”?
- Will there be any other exclusive deals with suppliers?
- Will there be any other terminations from suppliers?

As 2007 unfolded last year, 2008 will do the same and given time, we will have our answers.

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Labels: "Card Mill", Coach, Kim Sorensen, Travel MLM, Travel Weekly, YTB Travel Network

Posted by TravelPro at 8:47 AM | Permalink | Comments

Monday, January 07, 2008

How I started...

Many of you have asked me how I started this blog, and how I've been able to get readership. With the increase in this question over the last week or so, I've decided to post something about it instead of responding privately. The simple answer is, I just took action. You can think about it, talk about it all you want, but until you actually DO something about it, nothing will ever happen.

For a little more nuts and bolts type answer for you, I'm evaluating a multi-media course on blogging from the folks at Simpleology. For a while, they're letting you snag it for free if you post about it on your blog.

It covers:

The best blogging techniques.
How to get traffic to your blog.
How to turn your blog into money.

I'll let you know what I think once I've had a chance to check it out. Meanwhile, go grab yours while it's still free.

There...is that a good enough reason for you to go out and take some action? I only wish I had something like this some two years ago (December of 2005) when I started. My start was nothing more than trial and error, but now look at me. I have two years worth of valuable information and comments on this puppy now. I have a list of subcribers who read this whenever it's updated. And it's even gotten some attention from other publications and blogs.

Never would have happend if I didn't take it from thinking mode to doing mode. And to think of all the fun I would have missed out on.

Go grab the course and see what it has to say. God forbid you might actually learn something and get even more exposure than I do.

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Posted by TravelPro at 6:37 AM | Permalink | Comments

Sunday, January 06, 2008

Passenger Bill of Rights?

YTB was either moving forward with considerable growth and positive impact in the Travel Industry in 2007, or we experienced problem after problem - hit after hit, depending on which side of the fence you view our company. Travel MLM’s certainly had its share of attention in 2007.

Discount airlines and full fares alike also got considerable attention with meltdowns in 2007. You can find story after story about American Airlines, JetBlue, Skybus and United who went on the fritz. American Airlines was rated worst as of mid 2007 for leaving more than 15,000 passengers stranded on tarmacs without water or working toilets for hours. More recently, United Airlines has cancelled more than 1,100 flights since December 23.

I am aware of one airline, JetBlue, who responded by creating its own Passenger Bill of Rights and took responsibility for its own Customer Service. Unfortunately, this is an arrogant industry and many others have been slow to embrace the idea of putting the customer first. New York recently passed its own air travel protection act for flights leaving or arriving in the state. Airlines at JFK are required to provide water, refreshments and clean toilets if passengers are stranded on the tarmac for 3 hours. The Federal Government is also advising something called “Slot – Auctioning” to relieve congestion at JFK. A good thing right?

Not so much.

Many of the full fare airlines went to court to fight this act! Even IATA stepped in to tell the Bush Administration that their slotting idea was nothing more than an e-Bay approach. (I’m not well enough versed at the time of this post about this plan by the way to inform anyone if it is or is not.) It’s hard for me to even fathom this type of arrogance and lack of respect for another human being. While I’m not trying to discount some of the claims and issues towards YTB, at the same time fresh water and personal hygiene seem, at least to me, create new levels of concern.

Many on both sides of the fence are aware that Kim Sorensen was named in Travel Weekly in December as one of 33 most influential in the Travel Industry in 2007. Some however, may not be as familiar with another name on this list, Kate Hanni. Hanni contends that airline greed is the real problem and she is adamant in her belief that it will take a Government mandated Airline Passengers Bill of Rights to rectify the situation.

If the full fares want to move business operations to a third-world country where there are no working toilets and clean water, go right ahead. But this is America and here we have first-rate standards of hygiene. We also have a voice. It will be interesting to see how all this unfolds and if or when any “Passenger Bill of Rights” is implemented.

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Labels: air travel, Customer Service, Travel Bookings

Posted by TravelPro at 9:54 AM | Permalink | Comments

Friday, January 04, 2008

Putting "Service" Back Into "Customer Service"

Part of my New Years Resolution is offering better support to my growing customer base and team. I've recently retained a service that will help me communicate with both customers and team members. While I’ve always used a service like this, when I found AWeber it offered a 30 day free trial, and it took about a day to figure out it had all the features I wanted, and then some. So out with the old and in with the new! I've really enjoyed "playing" with how this works and what it can do.

I found and interesting article from Sean Cohen from my reading and learning, and with all that's going on about claims of YTB's lack of customer service, I thought I'd repost his article here. (With his permission of course.) With YTB changing the way travel is done, Sean has some great comments on how we as both Rep’s and RTA's can take responsibility on our own and how we can improve this art form. (And it IS an art form and CAN be learned.)

Enjoy!

Putting the "Service" Back In "Customer Service"
By Sean Cohen

The future of customer service is here. Technology has made seeking out support faster and easier than ever. But, has your digital age company sacrificed true service in the name of automation?

Today, finding customer support is as simple as writing an e-mail or picking up the phone. But, even though you're not face-to-face with your customers, you still leave a lasting impression. Do you come across as caring and competent, or menacing and mechanical?

Offering stand-out service on the Internet isn't as hard as it is rare.

Take these simple steps towards old-style service in the digital age:

- Give Each Customer a Personal Response
When a customer sits down to e-mail your company, it's because he needs help. He chooses e-mail because it's quick, but his request still warrants a satisfying and personal response! Companies eager to save time and money often take automation too far in their customer support. Each customer has a unique question, and deserves a unique answer. Even if you save time by copying and pasting stock replies, change the opening and closing to make the message sound less robotic.

- Be Clear, But Sincere
When responding to customers' e-mail, be sincere and to the point. Before sending a message, try turning the tables. Ask yourself, "Would this answer satisfy me if I were the customer?" Take that extra moment to give your customer the help he deserves. It might mean the difference between a satisfied customer and a credit card chargeback!

- Offer Live Customer Support
E-mail has become an acceptable form of communication. But, live customer support is still necessary. The plethora of information available online can be overwhelming to customers, especially those new to the Internet! Single your company out from the crowd by providing customers with a real person to talk to. Live phone support is an invaluable way to foster trust. When your customer has reached the end of his Internet rope, and just needs help, your toll free number is the answer he's looking for.

- Make Sure Your Support Reps Have All The Answers
The presence of phone support will do no good if your staff doesn't know your product! Customer support reps should be warm and friendly, and willing to help with any aspect of your product. What a good feeling it is to talk to someone who feels confident in his product. It's even better if he's knowledgeable enough to solve your problem without transferring you all around the company!

- Provide Stand-Out Service; Gain Lifelong Customers
Too many e-businesses skimp on customer service, hiding behind web sites and message boards. Customer support is an integral part of every company, even those operating solely online. Be one of the few to offer stellar service, and gain customers for life!

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Labels: Auto Repsonder, Customer Service, Travel Agent Training

Posted by TravelPro at 6:19 AM | Permalink | Comments

Tuesday, January 01, 2008

Help With That New Year's Resolution...

I’ve done considerable study and research, learning and personal development over the last few years. It’s one of the reasons why I have the type of attitude I do and why my belief in not only myself, but YTB is so strong. I’m a completely different person today than when I first joined YTB some three years ago. Many of us want to change, and New Years resolutions are always a good start to forming new habits and projects.

Part of the problem however, is keeping those resolutions alive. If I asked you today, what your New Years resolution was for last year, I’m willing to bet that most of you couldn’t tell me what it was. Why?

First, most don’t even take the time to write down these resolutions to begin with. We’re too lazy to even take the time to put it down on paper, but somehow fully expect to keep them? (Rrrrrrright.) I not only had mine written down, but just replaced it on my bathroom mirror this morning. I saw mine every single day. While I didn’t read it aloud every day, I did at least look at it and it triggered the reminder of what my goals and aspiration were for 2007.

In the spirit of today, I thought I’d offer some tips on helping you keep your resolution now that you’ve taken the time to write it down and place it on your mirror. (If you’re serious about this, I know you did.)

Here we go…

Focus on the Process:

Almost every resolution focuses on an outcome, such as losing 40 pounds or running a marathon. Instead, focus on the process that will get you there. This means that your resolution should focus on what you will do, not what you will get. Translate your wish list for the new year into concrete actions. For example, try pledging to eat 20% less at every meal instead of losing 40 pounds. If you want to invest $3000 into a retirement account this year, break it down to putting aside $10.00 a day.

Make It Daily:

Your best bet for success is turning your resolution into a daily action, (thus the $10 per day, or 20% less at every meal) so that it becomes habitual. Engaging in at least 10 minutes of exercise everyday, for example, is a better than saying you'll go to the gym 3 times a week. You can always do more than the 10 minutes, but (on a bad day) you can still meet your goal with a quick 10 minute walk.

Visualize:

It may sound like new age hocus-pocus, but visualizing yourself doing your resolution can help. When you visualize, your brain "practices" your action. Musicians and athletes use this to improve their performance, and you can use it to increase your success. Just spend a few moments picturing yourself eating less, exercising more or relaxing in the new year. Make it vivid -- picture sites, smells, and sounds.

Feel It:

You need to feel the benefits of your resolution in your body. That means you need to pay attention to how your body feels. Does your resolution improve your sleep, mood or energy level? Does it remove stress from your life? Ask yourself what benefits you should be expecting. Check in with yourself daily to monitor the benefits of your resolution and truly feel your progress.

Commit:

A New Year's resolution won't work if you don't commit to it. Along with writing this down in a sentence that says what you are going to do in the new year. Once you write it down and post it, tell everyone about your plans. The more people you tell, the better your chance for success --they can hold you accountable to your pledge, and you can feel an increased sense of needing to stand by your word.

I hope this helps and if you’d like to call, e-mail, comment here with your New Years resolution feel free. Just be advised, that if you do, I’ll be asking you in a few months how it’s going. What are going to be the odds you won’t even remember what the heck it was?

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Posted by TravelPro at 12:01 PM | Permalink | Comments

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