CruiseOne Agent: ‘Let’s Get Out There!’
by Amber Blecker, ECCCruiseOne agent Amber Blecker shares a positive message for cruise sellers disheartened by the media frenzy surrounding the Carnival Triumph.
We all felt it. That collective “oh no, not again” when we first heard about the Carnival Triumph’s fire and subsequent disability last week. Our minds immediately went to memories of the 2010 engine fire on the Carnival Splendor and last year’s Costa Concordia tragedy.
We feared the worst: another deadening of agency phones.
But this time is different. And for smart, savvy agents, there’s an opportunity here.
 |
Cruises have sex appeal
Those of us who sell cruises, either exclusively or as part of our broader leisure product, are so fortunate to be selling a product with tremendous sex appeal. To the majority of Americans, cruises are still mysterious, something to which they aspire. Cruises denote style, luxury and fun.
That can sometimes be a double-edged sword, as we experience at times like these. It is in part because of the allure of cruise that the media is quick to pounce on any negative story. Ships make for great imagery on TV.
But the media focus also keeps cruising in the minds of consumers. Media consultants are quick to say that there is no bad press. As travel sellers, we need to adopt that mindset and turn this to our advantage.
Cruise rookies are still booking
For me, last week was actually a very good booking week.
The bookings aren’t just coming from experienced past passengers who understand that something like the Triumph’s loss of power is far less likely to affect them than a mechanical issue delaying their plane. New cruisers are calling too. But not with the questions you might fear. There was not a single caller who asked whether they need to worry about engine fires or cruise safety.
Instead, the day after the initial incident on the Triumph, a brand new, never-cruised-before prospect called to book the Carnival Magic. With her children.
This new client was aware of the situation on the Triumph. She confidently volunteered that “things happen.” She wasn’t worried, she said. She was looking forward to booking this vacation with her girls.
Don’t turn customers away
She told me that before calling me she’d gone to another agent, but the agent refused to answer her questions and advised her not to book.
What? Wait! Really? Yes.
So she called me. I was happy to focus on answering her routine cruising questions, happy to volunteer information that would help her and get her more excited about her cruise – and happy to accept her payment.
Focus on the excitement
Each of us has the same opportunity to be in front of our prospects right now – not talking about the safety of cruising, but about what my client was focused on – the fun, the excitement, the anticipation of a cruise vacation.
So, let’s get out there! There’s so much exciting happening in the industry that we can tout on social media, in person, or however you market.
(By the way, don’t forget to use the opportunity to increase your trip insurance sales. Discussion of insurance – after you’ve closed the booking – is the right time to mention any unfortunate incidents. Remind clients trip insurance doesn’t just cover pre-cruise cancellation, but a myriad of unexpected events.)
Seize the day
Remember, the cruise industry is amazingly resilient.
Once the Triumph passengers have all gone home and the ship is out of the limelight, and especially once it begins sailing again, very few people outside the industry will even remember this event. Not even committed cruise junkies will remember. I doubt even a handful of your clients even remember the Carnival Splendor’s troubles.
Memories fade.
Successful agents take opportunities like this one to reinforce their value to clients, turn the conversation around, and continue to build their business and client loyalty.
So get out there! And remind yourself, and your clients and prospects, just why you love this industry!
Amber Blecker, ECC, LCS, is a CruiseOne Franchise Owner and a well-known voice in the agent and cruise community.
