by John Frenaye
Monday October 12, 2015

I have often said that the industry has changed. One of the biggest changes, if not the biggest change, is that today’s customers quite likely know more than you do. There is a world of information at their fingertips and we are no longer their “google.” Customers come to us based on our relationships, or because they need someone to wade through the muck of booking travel, or because of some access to travel that is not necessarily available elsewhere. They no longer come to us for information about destinations. Sure, they will ask our opinions and thoughts and take them under consideration, but if you think your customers are coming to you with a blank slate, you are sorely mistaken.

It is much safer for…

You can’t allow your attention span to drift away from the task at hand. Becoming distracted is often considered normal. You simply can't be considered normal in this regard.

If your primary responsibility is to help people, then it is in your best interest to pay attention to the people you were trying to help. Reality, as well as my personal experience, says your mind will wander at times. If you have a short attention span like I do, knowing that you do is 99% of the battle.

You can't provide your prospect or customer an opportunity to interpret your wandering mind as a sign of disinterest on your part. This might prove to be…

by Richard Earls
Sunday October 11, 2015

I'm thinking about containers and contents lately. We all love great containers. Last year, I went to a local shop and purchased a new hummingbird feeder crafted by an artist somewhere near Asheville. Instead of the plastic parts found on a standard retail feeder, this one has a very unique red bottle as a container. It is decorated with copper tubing from which the hummingbird drinks and metal flowers are soldered onto the copper. It is a real work of art, and I enjoy it tremendously.

I'm pretty sure the hummingbirds, however, care more about the content in the bottle.  If I put something less to their liking in the bottle, it doesn't matter how attractive the container.  Not only will they not drink from it, they…