I’ve heard many recent stories from frustrated travel advisors and tour operators who have had to deal with angry customers, and I always offer sympathy. But I easily could have been one of those customers myself.
My daughter was supposed to take a high school trip with her classmates from Los Angeles to New York City over spring break. Obviously, the trip didn’t happen, and I watched as the tour operator in charge struggled to deal with the ever-evolving situation. Some parents became frustrated — and maybe I would have been, too, if I didn’t work in the travel industry. Instead, I explained to the other families how complicated it is to cancel all the details of a 50-person trip at the last minute, and I encouraged them to have patience and give the operator the benefit of the doubt.
The truth is, we’re all in uncharted territory these days as we deal with circumstances beyond our control. In situations like this, I believe in treating others with respect, and letting compassion and understanding be my guide.
It would be ideal if our politicians, bureaucrats and bankers shared this philosophy, as well. Every day, we hear from colleagues who are frustrated over the byzantine regulations and procedures for applying for benefits under the CARES Act and other initiatives. Even if the ultimate result of this legislation is positive, the process is so chaotic that the help it promises may arrive too late for many.
Advisors need to band together and force those in power to acknowledge the shortcomings of these economic programs while there’s still time to save some businesses. By supporting an organization such as ASTA, for example — which has done a great job representing agents during this crisis — advisors know they have a unified voice navigating the chaos on their behalf.
Fear and confusion may bring out the worst in your customers, but it can also paralyze you from taking the action you need to save your business. Make sure you’re truly doing all you can to make it through this, so you can get back to doing what you do best.
