Our industry is evolving strongly. Lightning-fast IT systems, online platforms providing width and depth of information for the ever-hungry world traveller are backed up with instant online confirmations, ease of payment and, in this day and age, a strong sense of the instant gratification society we have become. Time, created by humans and now a Damocles sword positioned above us to challenge our ability to fulfil the 24/7, 365 service ethos demanded by our clients.

Is there a causal link in the swing from human interactions in setting up an international inbound itinerary to that of an online functionality due to the ‘lack’ of humanness available at the client’s convenience? Are those creative companies opening at 05h00 and running to 22h00 gaining incremental clients through appreciating that the travel needs, wishes wants and dreams of both the Western and Eastern visitors have to be conducted at their own convenient time rather than ours?

[AdZone]

Why is it that we view the weekend as a time to close our agency, operation or service when in fact it is absolute prime time for travellers to evaluate, decide and want to book their travels to Southern Africa. To those travel and tourism companies closing their door at 17h00 (some even earlier) on a Friday then reopening at 10h00 the following Monday (“We have the first two hours for staff training”), do you every wonder why that potential client you worked with last week placed their booking on Sunday with your competition? You did the spadework but in the moment of commitment, after a great Sunday braai and a few glasses of wine where the family were so excited to make the reservation, your shop doors were closed.

[AdZoneGiant]

I am told that the standard come-back period is 42 hours. Why? Is it that our staff, systems or backroom facilities are just so busy it takes all those hours just to get to a reply? Bearing in mind that for 16 of the 24 hours, we are closed to conduct business.

Client centric is a buzz phrase indicating that a company’s functionality is formed around their clients travel needs, wishes wants and dreams rather than the internal company dynamics. Heartening to note the evolving of many first-rate online suppliers, properties and marketing companies in regard to having an online ‘chat’ facility with an expert travel soul available 24/7. Thing is that when a potential client has fully evaluated their travel plans to Southern Africa, pulled in all the attractions destinations, advice of family, friends and consultants, a moment will arrive when they want to book it. No more questions, they simply want to say: “Great, I’ll take it, all $54K worth”. In that moment though, the very company that created the enthusiasm, answered the questions, shared their experience and knowledge, may have decided to be closed for this valuable business.

For many they would say it is not possible (but not impossible) to be available 24/7 but then ask yourself the question: Are you maximising the minutes your front door is open for business? Because, sure as hell, the online companies are – and through this, encouraging clients not to place their business through an entity closed for two-thirds of the day and also on weekends.