6 Ways to Address Client Concerns About Mexico

This is the second in a series about selling Mexico. (See Part One, “Mexico Update: Agents See Strong Sales in 2012,” Feb. 13, 2012)

While the tourism outlook for Mexico is brighter now than it has been in years, travel agency clients may still have safety concerns about the destination.

Most are likely aware that the drug-related violence that has plagued Mexico in recent years is still a reality, making travel to parts of the country risky, as detailed in a recent U.S. State Department Travel Warning for Mexico.

How should travel agents address their clients’ worries about the safety of travel in Mexico? Here are six proven strategies from your colleagues.

1.    Don’t Downplay Concerns
“I freely discuss concerns with clients and assure them as much as I can that the areas that we tour are safe, but that no one can guarantee complete safety. We don’t dodge the questions, we don’t dismiss their concerns, and we never try to sell them something that they may be apprehensive about. That formula has always worked,” said Tommy Thomson, owner of specialty tour operator the Mayan Traveler, which has been selling Mexico tours since 1984.

2.    Get Out the Map
The latest State Department Warning contains a PDF map listing specific regions of Mexico to avoid. The Mexico Tourism Board also offers an informative map.

3.    Stick to All-Inclusives
Clients who are concerned about safety and security will probably feel better at one of Mexico’s many all-inclusive resorts. “All-inclusives are a great option, especially if you have multigenerational groups. You never have to leave. They’re large, gated enclaves with everything you need right there,” said Meg Austin, owner of Meg2book LLC in Denver.

4.    Advise Common-Sense Precautions
“We tell clients going to Mexico to use the same precautions they would if they were going to Chicago, St. Louis or New York. Be careful where you are late at night. Don’t be flashy with your jewelry,” said Brian Hurley, vice president of Fox World Travel’s vacation division.

5.    Speak From Personal Experience
An effective sales tool in countering safety concerns is to relay one’s own travel experiences, Austin said. “I frequently travel to Mexico by myself. I’m 4’10”, and I don’t feel unsafe at all. I also let my 15- and 17-year-old daughters wander around Playa del Carmen by themselves. That’s pretty strong evidence that you can’t always believe what you see on the media about the safety in Mexico.”

6.    Put Security Measures in Context
“We always tell clients that they will probably see some military presence or roadblocks. They shouldn’t worry; it’s actually a good thing,” Hurley said. “The country doesn’t want the tourist areas to have the same kind of violence that has plagued other parts of Mexico.”