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Tips, examples, and Best Practices

Tips and Best Practices For Working With Clients

When choosing a travel planner, clients have many options, including simply doing it themselves. As a travel agent, you need to prove to your client you bring value. You are there to make their lives easier and to enhance their vacation.

Some ways to improve your clients experience and earn a repeat customer:

  • Answer your phone. It’s tempting to let the phone go to voicemail, especially with so many robo and spam calls, but you do not want to miss an important call.
  • Respond in a timely fashion. When working with a client, set realistic expectations with them when you will be able to respond by email, return a phone call, process a payment, etc.
  • When client request you make payments on their behalf, do so the same day.
  • No matter how busy you are, your client should feel that they are the most import client you have.
  • Listen to your client and try to make recommendations that are best for them, even if it’s not what you may prefer for your own vacation.
  • Show your passion for the destination you are quoting for them. If you seem excited for them, they will be more excited about their trip.
  • There is a balance between upselling and overselling. When upselling, be sure to point out the benefits to the client of what you are recommending.
  • Engage in conversation. People like to do business with people they like.
  • Be friendly but be professional. Remember, they are still a client.
  • Treat all customers alike, regardless of how much or little money they are spending on their vacation. It may seem like a small amount compared to other clients you have, but to them it may be a fortune.
  • If you make a mistake, own it. Your client may not be happy, but they will respect you more for taking responsibility for any error. And be sure to do everything possible to immediately correct the error.

Client Touchpoints

It is good business to keep in touch with your client in the time between when they made their reservation until the time they travel. Sometimes it could be several months, or even a year before their vacation. You want them to know you have them top of mind.

Before

Be sure to remind your client in advance when their advance dining reservation and FastPass+ windows are coming up—usually a few days to a week in advance.

Also, it is very important to remind them in advance of when their final payment is due. We recommend at least 2-3 weeks, and then again a few days before. If they are taking advantage of Magical Express, make sure you have their flight info and have made their reservation. You can do that online or by calling (407) 939-1936.

This is also a good time to remind your client about adding travel insurance, the Dining Plan or Memory Maker. Regarding travel insurance, this is their last opportunity to add that on. (However, if they miss this date and still want insurance, they are other options).
You should also check in with them a week or so before they travel to be sure they are all set for their trip.

During

Besides these important touchpoints, you should be discussing the plans for their trip and giving them advice so they can have the most magical vacation ever. This is the main benefit and reason to use a Disney Travel Planner. You want to exceed their expectation and blow their minds with your level of knowledge and insider tips that are tailored just for them. This is where you can shine!

If there are any special ticketed events such as After-Hours parties that will be happening during their visit, that is another opportunity to make a sale.
Plus, be sure your client knows you are available for them during their trip if they have anything they need help with. You will find that most don’t, but it’s comforting for a client to know they have someone to reach out to if needed.

After

Be sure to welcome your client home with an email or call following up on their vacation. It shows that you care that they had a good time and didn’t forget about them once the sale was made.

This is a good time to kindly and gently ask for a recommendation or review, and to pass your name around to anyone that may be thinking of a vacation.

Sample Letters

When communicating with clients, verbally or in writing, it is alway important to be professional, and to showcase your expertise. Proper grammar and spelling shows that you pay attention to details and will instill greater confidence in you as their travel agent.

Following are some examples of emails you may be sending at key points when working with clients.

Modify these letters to reflect your own tone of voice and each client’s unique situation. Also be sure to modify them as specific offerings are changed and/or discontinued by Disney.

Lead Follow Up Email

(Remember, a phone call is always best. Try calling first, then followup with an email)

Subject: Your Disney Vacation Quote Request

Hi _______,

((A friendly and professional greeting))

I’ve received the vacation quote form you submitted on DestinationMagic.com. My name is Donna and I am very  happy to assist you in pricing out your Walt DisneyWorld Resort vacation. Walt Disney World is hands down my favorite place to visit and I’m thrilled to be able to work with you to plan the best possible and most magical Disney vacation possible for your family.

((Make it personal))

I see, from the information you’ve already provided, your travel party consists of 2 adults and two children, ages 5 and 7. Such fantastic ages to visit the Walt Disney World Resort! I also see you would like a resort that is modern and/or beach themed. I already have some great options for you. Together we will find the perfect one for your family and your budget.

((A recounting of the info you already have))

You mentioned you are interested in visiting in September and would like a 4-day ticket, visiting one park per day. September is a fabulous time to visit, with low crowds, low pricing and of course all of the Halloween decor and festivities. It is rather hot, so I agree having a great pool is a must. 

((Questions that need answering))

It would be really helpful to me in advising you if I knew a little bit more about your family. I want to be sure I have all the information I need to point you in the right direction for making this entire experience the most magical it can be for you. 

That said, when you have a few moments, please let me know the following:

  • Are your children boys, girls, or both?
  • Does anyone have any special needs, allergies, mobility issues or challenges I should be aware of?
  • Are you celebrating anything special on this vacation?

That should do it for now. Once I hear back from you with those answers, I’ll have enough to go on to make some solid recommendations and really get the ball rolling on putting together a vacation package that’s ideal for your family’s Walt Disney World visit. 

((Show your knowledge and expertise))

Quickly, before I go, I wanted to let you know that as your Disney Travel Specialist, I’ll be here for you throughout the entire process. My services are completely complimentary to you when you book a Walt Disney World vacation package with me. Those services include helping with dining reservations, securing any money saving promotions that may apply to your reservation (even retroactively when available), ensuring you are aware of any changes that affect your reservation, and of course, anything new and exciting during your visit. Things are always changing at the Walt Disney World Resort, especially now, and keeping up with all that is happening is my job. This way, you can have a simply magical vacation. 

((A strong closing))

Please contact me at your earliest convenience at 555-555-5555. If you prefer email or text, we can do that as well, but I always find that a brief conversation is a great way to start. 

I look forward to hearing back from you and getting started!

Have a magical day!

Your Full Name
Phone: 555-555-5555
Mobile: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Initial Disney Quote

Subject: Your Disney Vacation Quote

Dear ____,

It was a pleasure speaking with you. I am pleased to provide the attached quote for your Disney vacation. I’m providing a few options based on our conversation. If this doesn’t suit your needs, we can look at making adjustments that would. Remember, by staying at a Disney Resort, you get many perks and benefits such as complimentary Disney resort transportation, Disney’s Extra Magic Hours, and are able to book dining reservations and make Genie+ selections earlier than non-Disney resort guest. You are also eligible for the Disney Dining Plan.

I look forward to helping you plan a magical vacation experience you will never forget. I will work with you from beginning to end and also be able to assist you in all your Dining Priority Seating Reservations, Recreation Reservations, Group Activities and Shore Excursions. I will be your personal vacation advisor and send you a complete itinerary built based on your requests. I will help you from beginning to end, you can even reach me if you need to while you travel!

As I mentioned, I keep on top of all the current offers and newest promotions from Disney — even after you book. Should a new promotion be announced, and your reservation be eligible, I will update your reservation to the best deal available.

If you have any questions, or are ready to book your vacation, just let me know. It’s only a $200 deposit to make your reservation (fully refundable) and payment in full is not due until 30 days before arrival.

I’m here to help in any way I can. Please don’t hesitate to reach out.

Have a magical day!

Your Full Name
Phone: 555-555-5555
Mobile: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Disney Pre-Booking

Subject: Your Disney Vacation

Dear ____,

I’m excited you decided to book your vacation with me! To finalize the reservation, please complete the online booking and credit card authorization form at: https://destinationmagic.com/booking/disneyworld/. For your security, the form only asks for the last 4 digits of your card information. I will take the rest over the phone

Also, where it says quote number and amount, you can leave that blank or enter your confirmation number from below.
A $200 deposit will be due now and the balance will be due on 30 days in advance. (If you opt to add travel protection insurance, it is due at time of booking and will be added to your deposit amount. You can add it any time before final payment is made). You can make any payments you wish between now and then. Just let me know when you’d like to make a payment and I’ll process that on your behalf. Once the deposit is made, I’ll be following up with your reservation confirmation as well as a few other useful planning tools that I have created for my clients

You should take the time now to set up your My Disney Experience account. 

(www.MyDisneyExperience.com). You should also download the app for use while in Disney, but the online version works better for initial set up. Please go through and add in all the guests in your travel party. It will make it easier to link your reservations and FastPasses. If you have questions or need help, you can let me know or feel free to reach out to the My Disney Experience HelpDesk at 800-848-6413.

It is very important that you review Disney’s Know Before You Go information page about visiting the parks. You will also need to make park reservations as soon as possible. This is done through your My Disney Experience account after the deposit is made. Unfortunately, that is something you will need to do yourself, but I am here to guide you if you need help. But it should be self-explanatory.
Let me know if you have any other questions and thank you for allowing me to help plan this trip for you and your family. Have a magical day!

Your Full Name
Phone: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Welcome / Booking Confirmation

Subject: You’re Going To Disney

Dear ____,

First, I want to thank you for allowing me to assist you in booking this fun family vacation. Together, we are going to create a trip that your family will never forget! To make this vacation extra magical, we have got some work ahead of us. So, let’s get started.
Please allow me to be the first one to say, “You’re going to Disney World!” As you know, a Walt Disney World Resort vacation requires a fair amount of planning and with that there are some very important dates to remember.

Your confirmation number is: __________
• Advanced dining reservations date: _________
• FastPass+ booking date: _________
• Final payment date: _________

Following this email will be another confirmation email. Please be sure to check the names, dates, and package details. If there is anything that needs correcting or modifying, please let me know immediately.

I logged into your My Disney Experience Account and made sure your reservation and tickets were linked—you’re all set! Just login and refresh to see your reservation. The most important thing is to make your park reservations NOW. You can modify them later, but you want to be sure you have access to a park for each day you have a ticket. I am not permitted to do this for you but I’m happy to help if you need. You can also call the My Disney Experience Helpdesk at 800-848-6413. They will be happy to assist as well. Disney is no longer providing complimentary Magic Bands, but you are welcome to purchase them, or use old ones if you have them. You can purchase Magic Bands either at the park or in advance with customization through your My Disney Experience account.

If you plan to fly into Orlando International Airport, Disney’s complimentary Magical Express motorcoach service will transport you to and from your Walt Disney World Resort Hotel. If you wish to take advantage of this perk, please forward me your flight information as soon as you have it. Alternately if you are driving, please note there are overnight parking fees at all Disney Resort Hotels.
Regarding payment, you are welcome to make payments along the way or all at once by the due date. I will process those on your behalf so just let me know when you would like to make a payment and I’ll take care of it.
With all of that business out of the way, let’s get to the fun part—the planning! I would like for you to think about which theme parks you plan to visit and let me know if you have a list of MUST DO attractions, dining experiences or special experiences that we should build the plan around. If you would like my suggestions, just say the word, I have plenty.
Add something about when they will be traveling and their resort. There are examples: During the month of September, Walt Disney World has Epcot’s International Food & Wine Festival as well as Mickey’s Not So Scary Halloween Party happening. The festival admission is included with your theme park ticket to Epcot, however the Halloween party is a separate ticketed event.
When you can, take a look at the links for these two events and let me know if we should add them to your plan.
You’ve made a great choice in the Caribbean Beach. The new Skyliner to Epcot and Hollywood Studios makes the location of this resort hard to beat! Plus, there is a great pool and restaurants. You’ll love it there!
Well, I think that’s enough information to get the ball rolling. Please be on the lookout for future emails with your important date information, tasks, reservation information. If you have any questions for me at all, never hesitate to reach out. I’m here to assist you through this entire process so you can have a relaxing, stress-free and magical vacation. It’s going to be fun!

Your Full Name
Phone: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Booking Confirmation (Alternate)

Subject: You’re Going to Disney!

Hello ______,

First, I want to thank you for allowing me to assist you in booking this fun family vacation. Together, we are going to create a trip that your family will never forget! To make this vacation extra magical, we have got some work ahead of us. So, let’s get started.

Please allow me to be the first one to say, “You’re going to Disney World!” As you know, a Walt Disney World Resort vacation requires a fair amount of planning and with that, there are some very important dates to remember. Those dates can be found in the attached My WDW Vacation Planner guide. It also has your confirmation number and contains some tips and suggestions to help you plan and make the most of your vacation. 

((REMEMBER TO COMPLETE AND ATTACHED THE WDW VACATION PLANNER, AND ALSO REMEMBER TO FOWARD THE OFFICIAL CONFIRMATION FROM DISNEY))

Following this email will be another confirmation email. Please be sure to check the names, dates, and package details. If there is anything that needs correcting or modifying, please let me know immediately. Disney is sometimes delayed in sending those out so it may be a day or so before you receive it. In the meantime, you can find your confirmation number in the My WDW Vacation Planner.

I logged into your My Disney Experience Account and made sure your reservation and tickets were linked—you’re all set! Just login and refresh to see your reservation. The most important thing is to make your park reservations NOW. You can modify them later, but you want to be sure you have access to a park for each day you have a ticket. I am not permitted to do this for you but I’m happy to help if you need. You can also call the My Disney Experience Helpdesk at 800-848-6413. They will be happy to assist as well.

Disney is no longer providing free Magic Bands, but you are welcome to purchase them, or use old ones if you have them. You can purchase bands either at the park or in advance with customization through your My Disney Experience account. 

((REVISE THIS BASED ON THE TRANSPORTATION OPTION))

If you plan to fly into Orlando International Airport, Disney’s complimentary Magical Express motorcoach service will transport you to and from your Walt Disney World Resort Hotel. If you wish to take advantage of this perk, please forward me your flight information as soon as you have it. Alternately if you are driving, please note there are overnight parking fees at all Disney Resort Hotels.

Regarding payment, you are welcome to make payments along the way or all at once by the due date. I will process those on your behalf so just let me know when you would like to make a payment and I’ll take care of it.

With all of that business out of the way, let’s get to the fun part—the planning! I would like for you to think about which theme parks you plan to visit and let me know if you have a list of MUST DO attractions, dining experiences, or special experiences that we should build the plan around. If you would like my suggestions, just say the word, I have plenty.

((SAY SOMETHING RELATED TO THEIR VACATION THAT GETS THEM EXCITED AND SHOW YOUR EXPERTISE. THIS IS AN EXAMPLE))

During the month of September, Walt Disney World has Epcot’s International Food & Wine Festival as well as Mickey’s Not So Scary Halloween Party happening. The festival admission is included with your theme park ticket to Epcot, however, the Halloween party is a separate ticketed event. When you can, take a look at the links for these two events and let me know if we should add them to your plan.

You’ve made a great choice in the Caribbean Beach. The new Skyliner to Epcot and Hollywood Studios makes the location of this resort hard to beat! Plus there is a great pool and restaurants. You’ll love it there!

Well, I think that’s enough information to get the ball rolling. Please be on the lookout for future emails with your important date information, tasks, reservation information. If you have any questions for me at all, never hesitate to reach out. I’m here to assist you through this entire process so you can have a relaxing, stress-free, and magical vacation. It’s going to be fun!

Your Full Name
Phone: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Final Payment Due

Subject: Don’t Forget Your Disney Vacation Payment is Due! 

Hi ___,

Just a quick reminder that your final Disney vacation payment is due no later than _______. Your remaining balance is $________. If you have not added trip protection insurance, you can do that now if you like. Plus, if you haven’t done so already, please provide your flight details to schedule Magical Express transportation from the airport.

Please contact me as soon as possible so that I can process the payment for you. Just let me know if you would like to use the card you previously supplied or if you prefer a different form of payment. Disney accepts credit cards, debit cards, and Disney Gift Cards.

Thank you.

Your Full Name
Phone: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Booking Window

Subject: Your Disney Dining and FastPass+ Booking Window Starts Soon!

Hi ___,

Just a quick note to remind you that starting ____ you can begin making Dining and FastPass+ reservations for your upcoming trip to Disney World. You can make your reservations through My Disney Experience. I recommend using a computer over the mobile app for a better experience. The app can be a bit quirky.

FastPass+ reservations start at 7:00 AM Eastern and Dining begins at 6:00 AM Eastern time. The Fast Passes for some of the most popular rides will sell out very quickly so if there are any must-do attractions on your list, you will want to be sure to go online as early as possible. The same is true for several of the restaurants, especially Character dining and some specialty restaurants.

In addition to dining and FastPass+ reservations, now is when you can make reservations for other special experiences such as Bibbidi Bobbidi Boutique, Capture Your Moment photo sessions, and VIP tours. If you need any help with planning or making reservations, let me know.

Your Full Name
Phone: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Vacation near
(Send about 2 weeks in advance)

Subject: Your Disney Vacation is Almost Here!

Hi _____,

Your Walt Disney World vacation is right around the corner. I hope you are excited! 

I wanted to check in to make sure you are all set for your trip. If you have signed up for Magical Express transportation service, you should have received a confirmation letter with a barcode for boarding. When you arrive at the airport, you will need to collect your luggage from Baggage Claim and bring them with you to the Magical Express check-in desk which is located on Side B, rental car level. There will be more instructions in your confirmation letter. If you have not yet received your confirmation, let me know

If you ordered custom Magic Bands, do not pack them in your luggage as they are your room key as well as your park tickets. If you did not order them, you can use the My Disney Experience app on your smartphone or a Key to the World card for entry to your Disney Resort hotel room. The cards can also be used for theme park entry and charging purchases to your hotel room, just like before Magic Bands were introduced. You can pick up those cards at the hotel Front Desk. 

Disney suggests using Online Check-In and Direct-to-Room service. It allows you to get to the fun faster with real-time, room-ready updates sent to your phone. You just need to sign up for room-ready notifications and use the MyDisneyExperience app as a digital room key to enter your Disney Resort hotel room. Please note It is not required. You can simply go to the front desk upon arrival, as traditionally done.

For health and safety reasons due to the current situation, your room will receive a light cleaning service every other day. You may decline housekeeping services. Be sure to read Disney’s Know Before You Go page for the latest information and updates. 

If there is anything else I can do for you now, or while you are on your vacation, please don’t hesitate to reach out. I’d love to see photos of your family from your trip and share them on our social media channels (with your permission, of course). If you post any, be sure to tag us at @destinationmagictravel. 

Have a magical vacation! 

Your Full Name
Phone: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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Welcome Home

Subject: Welcome Home!

Dear ____

Welcome back from your Disney vacation! I hope you and your family had a magical time on your vacation and created lifetime memories to cherish! I’d love to hear all the highlights of your trip.

Thank you for allowing me the opportunity to make your travel arrangements for your recent trip to Disney World. I genuinely hope that you were pleased with all the arrangements that were made for you. I welcome your comments and feedback. I strive to provide exemplary service. If you feel I lived up to that goal, I’d love if you would recommend me to your friends and family who are thinking of taking a trip. Although Walt Disney World is my sweet spot, it is not the only destination I serve.  You can also click HERE to leave a Google review. It would be greatly appreciated. If anything did not live up to expectations, please call or email me so that I can know for next time and improve my service and recommendations.

If you purchased the Memory Maker, remember to download your photos within 45 days of when they were taken. You can view them on your mobile device using the My Disney Experience app or online HERE. I’d love to see photos of your family from your trip and share them on our social media channels (with your permission, of course), and we will gladly tag you. If you post any, be sure to tag @DestinationMagicTravel. You can also follow us on Facebook or Instagram @destinationmagictravel.com. 

When you are ready for your next trip, leisure or business, family, solo or group,  I hope you will reach out to me again. Whether it’s Disney, a cruise, the Caribbean, Hawaii, or other magical destination, I’d be happy to help! 

It’s been a pleasure getting to know you and I look forward to working with you again!

Kind regards,

Your Full Name
Phone: 555-555-5555
Email: Name@DestinationMagic.com
DestinationMagic.com

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