What do you want to see from ARC & The VTC Program in 2010?

Tell us what you'd like to see from the VTC program in 2010. We want to know what you like about the program, and areas you’d like to see changed.

Agent’s Choice to Move Behind MyARC Portal

MyARC is the centralized access point for a growing list of ARC tools and resources for our customers. For the VTCs, this list will soon include Agent’s Choice, in addition to IAR which is already behind MyARC. Soon you’ll be able to access Agent’s Choice through MyARC without the requirement of an additional login.

Benefits of MyARC:
• Self-service password resets
• Single sign-on to IAR and Agent’s Choice
• Delegated administrative capabilities such as granting or revoking Agent’s Choice access via simple administrative interface

To take advantage of all the features and benefits MyARC has to offer, we encourage you to have your Agent’s Choice account in active status.

We will send VTCs an e-mail when Agent’s Choice integration behind MyARC is complete.

Please contact ARC’s Customer Care Center at +1 703.816.8003 if you have any other questions about MyARC or Agent’s Choice.

Travel Trade's Cruise-A-Thon

I arrived in NYC yesterday (June 4) morning; just in time to hear Peter Yesawich speak and just in time for the cruise panel afterwards. Both sessions were great and everyone is extremely optimistic given the current economic conditions. Attendance at the show is on the low side, but the agents are extremely engaged.

Travel Trade invited me to speak during this morning's (June 5) general session. I was prepared to speak before Dan Hanrahan, President & CEO of Celebrity/Azamara Cruises and before Andy Stuart, EVP, Global Sales & Passenger Services. But last night I was informed that I would follow these fine gentlemen. What a hard act! Dan is a great speaker, if you haven't heard him before. And Andy is clearly a crowd pleaser. He had stolen a few laughs from the audience, which I had hoped to get from my time. We were running a little over schedule so I had accommodate the fine people in attendance and cut a few minutes short. All-in-all I think everyone appreciated the speakers this morning. I look forward to fielding questions from eager attendees tomorrow afternoon, during the trade show.

Continuing on my welcomed responsibility of creating VTC impressions...

Chris Flores
Product Manager, VTC Program

Do you know more "sellers of travel" or "traveling sellers"?

I know FAM trips are important. Your knowledge of product is key to you selling a dream vacation to your clients. But sometimes the over interest in FAM trips concerns me. From time to time I encounter folks who seem more interested in taking FAM trips than they are about selling an unbelievable experience. Again, I totally understand the importance of FAMs and there's a "chicken before the egg" approach to the business, but when the first question to me, while I'm in a trade show booth, is "Can we go on FAM trips with the VTC #?", I worry and wonder.

So, do you know more sellers of travel or traveling sellers?

Chris Flores
VTC Program

Why should I join the VTC Program?

I get that question a lot. I could dedicate several paragraphs to this topic, but will leave my thoughts in a few short sentences...

There are obviously options out there for the travel professional. Can you join/participate in other programs out there today? Sure! It's your business and your decision to make. That's the key sentence..."It's your business and your decision to make." I oftentimes tell my travel professional friends this...perform due diligence on your options and determine if you can actually measure an ROI.

I won't enter into a public battle of "my program is better than this other program" because I believe that hurts the industry, not helps it. BUT, I do not have a problem with highlighting the VTC Program's benefits, products, and services because they are second to none and they can yield an ROI.

-Your ARC VTC #
-ARC MarketPlace = commissions on products and services
-ARC MasterCard Travel Card = commissions
-ARC Agent's Choice = collect revenue thru service fees
-Agency List File = suppliers identify and market

Feel free to ping me with questions at cflores@arccorp.com. AND, if you have an idea...I welcome it.

Chris Flores
Product Manager, VTC Program

Twitter

So everyone's doing it... Does that mean I'm falling victim to peer pressure? Check us out at www.Twitter.com/ARCVTC.

Follow topics on this blog. Follow my thoughts on Twitter.

Chris Flores

My thoughts on Cruise3Sixty...

What a great show. It's my first time at this event and it's what I expected. Quality production and great agent and supplier support. We had our first day of the trade show yesterday (Friday) and our booth was very busy with travel professionals interested in find out what the Program can do for them. I expect us (ARC) to welcome several new members in the coming month.

We were also visited by current VTCs and that's always a treat. Thumbs-up and praise. We're definitely moving in the right direction.

I had some good meetings with industry folks and a lot of ideas were thrown around. Although I can't announce anything solid just yet, if things go as planned...wow, I think you guys will be pleased.

My highlight of the day (Saturday) so far was this morning's general session. Amex sponsored the keynote speaker, Barbara Corcoran. She's not industry (she was in real estate), but she did not disappoint. I wasn't quite sure how I felt about her candid, and often times questionable comments, but I praise her because she spoke with conviction, from experience, and really put a lot of things in perspective...and she brought relevance to her speech. Just because she isn't industry doesn't mean she didn't have anything offer - that was my take away. Heck, I'll listen to anyone who can turn a $1,000 investment into a $66 million return, AND befriend Donald Trump in the process.

Another person who had the floor this morning was Charlotte Haymore, President of Travel Professionals of Color or TPOC as they're known in the industry. We (ARC) support TPOC and their annual show and it's great to see her succeed with her group. What a charming woman.

Okay, that's it for now. I'll post more later...

Chris Flores

Off to Cruise3Sixty...

Come visit the ARC booth # 706 at Cruise3Sixty next week. I'll be ready to answer any questions you have for me regarding the VTC Program. If you don't have questions, but have suggestions, comments, or even concerns...throw them at me. The Program will only become stronger with your feedback. And if you're interested in setting-up some time to chat, ping me at cflores@arccorp.com and we can arrange something.

I'll blog from the hotel next week and give you my thoughts (this will be my first Cruise3Sixty). Hope to see you in FLL!

Chris Flores

March Madness!

It's that time of the year when sports junkies go nuts for college basketball. I admit, I'm one of those sports junkies but I'm not one of those who pumps-out $10 a bracket for an office pool. My historical return on investment...not so good.

But a deal that I think will yield a positive return on investment is The Travel Insititute's special offer for VTCs. We have partnered with The Travel Institute to extend the popular Education Stimulus Program, exclusively to ARC VTCs between March 15 and April 15. Purchase the test only and receive the supporting material FREE. Have you been thinking about finding a niche destination? Thinking about taking that step to become a CTA or a CTC? Here's a great opportunity to do so at a discounted rate. Visit www.arccorp.com/vtc to view the flyer.

Chris

Your Biggest Fear...

So what is it? I'm not talking Boogey Man or Death...I'm talking business. And no, "Going out of business" is not a legitimate fear for this post. There are several things that lead-up to one going out of business; some are controllable while other are not. Anyway, for example, do you fear of letting down your clients? Do you fear exuding too much energy for a prospect that will go down the street? Do you fear "down the street"? Do you fear not being able to use your IATAN Card because you have to hold the fort down and sell? You get my drift.

Let us know. Really, this is your opportunity to tell us what you think.

Chris

Travel Agent Service Fees - Money on the Table?

I travel to as many shows as my budget will allow. While at these shows I love chatting with travel professionals. I love to hear about the great ideas you guys come-up with, like stuffing invoices with information about products/services they can use while on their trip or sending a newsletter that includes information on the most popular and affordable places local clients go to vacation. But you know what idea I like best? Presenting the travel agent service fee. I'm very surpised that very few travel agents collect in this area. By no means is this statistical, but I would say only 2 out of every 10 travel agents I speak to at a show actually assess a fee of any sort. And what are the main reasons why my friends do not collect? They're afraid they will lose the business; they've never done it in the past, so there's no need to do it now; and they do not know what the fair market value is.

This is money on the table; money to your bottom line. Your business provides such great service to clients that they come back to you each and every time they want to travel (at least I hope they d0). What does your service include? Surely more than just finding the best possible price for their trip. If you operate on a price-based model...ehhh, that's a whole different post. Anyway, that service, which is unique and different than the agency down the street, is your justification for assessing a travel agent service fee. So assess it!!!! You're worth it and you're efforts are worth it. Now it's up to you to show your clients that is the case.

I'll give an example of something I expect each an every time...good service at a restaurant. A waiter or waitress greets my wife and I, takes our drink order, takes our food order, serves our meal, inquires about dessert, makes one last call, and then hands me the check (I'm a gentleman, I always pay). Nothing out of the ordinary, right? But what if that waiter or waitress constantly refills my drink before I ask or even when I don't need it to be refilled or if they make a recommendation on a particular dish based on personal experience or if he/she asks us how their service was or finally...asking if we would visit his/her section next time we visited...I wouldn't think twice about giving a little extra tip. Why? Because that waiter/waitress left such a good impression, it separated her/him from others. Not exactly apples to apples, I know, but the point being, remind people why you're service is valuable and unique and they will be happy to pay that fee...myself included. You just have to sell you. You're the product in this instance and that fee is your commission to yourself.

I'm sure it's a lot more complex than that so I welcome feedback, thoughts, and opinions.

Which Comes First? The Supplier or the Customer?

If you haven't noticed yet, I'm that person who likes to ask a lot of questions. Not because I am 100% clueless, but because I want to understand things a little better. That stated, I really want to understand how influential a supplier is to your business. What do I mean? Well, I often hear about agents "taking a stand" against those suppliers who do not support their business, be it commission cuts, policy change, or lack of BDM/DSM support, etc. And what is the most common response from agents when faced with this scenario? "I'll move share away from Supplier X and to Supplier Y." Is it really that easy? If you don't move their product well to begin with, I can see how it could be. But if you move a lot of their product or worse, the customer demands that product, I would imagine it would be a tough strategy to stick by because perhaps you are so entrenched in their business that your business would suffer as a result.

I understand that there are several variables to consider with this strategy and I want to hear (read) them, so I encourage you to post a comment.

Chris

Traveling to a Travel Conference & Trade Show

I recently returned from the NY Times Travel Show in New York City. It was my first time there so I was really unable to gauge the success (or lack thereof) of the trade component of the show. I did speak to a few folks, however, and they had told me that this particular show had gotten smaller and smaller each year and the workshops/seminars weren’t exactly innovative. Again, I can’t really comment as to whether or not this is true because I have never been to a NY Times Travel Show, but I can tell you that if the lack of innovative workshops/seminars statement is true, it’s nothing new. Sometimes it seems like Show hosts are recycling content year after year. Or worse, when it gets down to the eleventh hour and they can’t fill a workshop/seminar, they resort to a panel discussion on something so vague, 90% of the time it turns into an opportunity to promote one’s business.

I know I don’t have a lot of guests just yet, but for those who visit I’d like to get your opinion on the Conferences and Trade Shows of today. Don’t get me wrong, I’m am a huge advocate of training, I just want to know if you think you can get the same training at any show nowadays. Also, what drives you to select one show over another? And in your opinion, what is the best show out there today and why?

I anxiously await your feedback.

Chris

The VTC Program & Marriott International

It was recently brought to my attention that VTCs are no longer being recognized by Marriott’s Travel Agent portal site. I want to let my VTC friends know that we are actively engaged in conversations with Marriott on the matter. Unfortunately I am not at liberty to share specifics, but my obvious goal here is to secure a meaningful relationship between ARC and Marriott, where VTCs can thrive.

I will share as much new information as I possibly can as soon as I have it. Hang tight!

Chris Flores

Something to think about in 2009...

I’ve seen some trade stories recently that made me think “how the heck is this supposed to inspire and motivate travel professionals?” While some of it was simply reporting, the negative spin writers choose to insert can be overwhelming. Unfortunately, many travel professionals will read right into it and regurgitate what they’ve read to friends and colleagues, triggering hopelessness and despair. Others, however, will shrug it off and embrace the challenge that lies ahead. I encourage you to think positively. You know your business and your clients; you know your market. But maybe ideas from others can help?

We’ve launched is brand new VTC Blog to give us an outlet to communicate and share our ideas. The first topic and exercise I wanted us to focus on is the business year ahead. If you had to guess, how do you think your business will do this year? Ignore all of the talking heads, unrealistically positive, and “doom and gloom” stories. What do you truly think? Is there nothing to look forward to? Do you think there’s business to save? Or is there plenty of opportunity out there?

The Exercise
When you’re able to answer that question, write down the bullet points that support it. If you find that an overwhelming amount of your supporting bullets are negative, prepare to fail. If you find that an overwhelming amount of your supporting bullets are positive, prepare to succeed. If you find that it’s split 50/50, repeat the exercise. Post some of your bullet responses below.

Chris Flores
Product Manager, VTC Program