Advisors have to maintain a delicate balance between
obtaining the best value for their client and earning
high commissions when choosing suppliers. Who they
sell with can make a huge difference over time, both in
client retention and profitability. Eighty-nine percent
(89%) of advisors put their clients’ needs first when
selecting a supplier, followed closely by customer
support (82%).
One agent sums up how they put customers first when
choosing Suppliers:
Better commercial terms rank fourth amongst 65% of
advisors. Sixty-one percent (61%) declare that personal
experience makes a difference when choosing a supplier
(see Chart 15).
CHART 15
|
25
ON-GROUND SUPPORT: THE SUPPLIER NETWORK
IMPORTANT FACTORS IN SELECTING A SUPPLIER (%)
89%
82%
66%
65%
61%
51%
48%
42%
35%
29%
24%
18%
6%
Suits my client's needs
Customer support
Expertise in the destination
Better commissions/more profitable
I have personal experience traveling with them
Part of my consortium/ host agency network
Local BDM support
Training opportunities including fam trips
Booking incentives
Clients come in asking for it
Aligns with my own travel passion
Co-operative marketing collaterals
Access to revenue credit
We look for companies that
are friendly, supportive, and
cooperative and as vested as we are
in serving our clients.
After COVID-19 the tour operators I
use will be based on their customer
service and help during this
pandemic. Some stood out and
others were very frustrating to deal
with.
What has come to light from our survey respondents
is that those suppliers who have been responsive to
advisors during difficult times will stand out.